At the station video
Boarding the train
The assisted boarding point
The assisted boarding point is shown by the international symbol for access, a white wheelchair on a blue background. You can find its location detail on the
Your Station page or can ask station staff for assistance with its location. It is usually in the middle of the platform. At many stations, the assisted boarding point will be in the higher section of the platform for easier access the train. It is also usually in the core safety zone, shown by white and blue striped lines on the platform and is close to other features, like the help phone, better lighting and security cameras.
So we can be ready to assist you, if you like you can call ahead on
13 16 17 (7.15am to 5pm (AEST), Monday to Friday) or text our team on
0428 774 636 (text only).
Please let us know:
- the time you are travelling
- the start and end stations
- the assistance you need.
Independent boarding
When your train arrives, please wait for it to come to a full stop before trying to board, you will have time. You may need to use the door release button to open the door, this is either in the middle of the doors or just next to them.
At many of our stations there is a gap or step between the platform and the train, you can find out information about the platform step and gap at your station on the
Your station page. At some stations the middle of the platform is raised to be level with the train floor to make getting on and off the train easier.
Please mind the gap as you board and hold the yellow safety handles just inside the train near the doors.
If you would prefer to use a ramp to board the train Queensland Rail offers assisted boarding to customers on request.
Image below shows: train entry doors.
Assisted boarding
Assisted boarding is available to customers on request. If you would like to use a ramp to board or disembark, staff can place a ramp in between the platform and the train floor to remove the step or gap. Please wait until the ramp is in place and made stable.​
If you need support to get on or off the train, please let station staff know what assistance you need when you get to the station. Then all you need to do is wait at the assisted boarding point on the platform.
If the station is not attended please make your way to the assisted boarding point on the platform. The onboard staff will assist you with boarding.
Image below shows: a station staff member assisting with boarding using a ramp.
Assisted boarding video
On the train
Queensland Rail have eight different types of trains running on our network. You cannot currently find out what model or type of train will be available for each service ahead of time.
We have information about each of our trains, their layout and features on
our trains web page. We also have virtual tours available for the IMU 160 and the NGR to help you familiarise yourself with our trains before you travel.
Train features
General features
Across the fleet the trains have varying features with many carried across to all. These include:
- Safety hand rails
- Emergency door releases
- Lighting.
Priority seating
Priority seats are available near doors in all carriages and are identifiable by the blue and white signage with Braille. On some of our trains the priority seating will be a different colour to other seats, and may be purple, red or blue.
Priority seats are for passengers with a disability, impairment, or additional needs. They are also for pregnant women, the elderly and parents with young children. The reason for priority does not need to be visible. Priority seating should be made available upon request for use by any passengers with additional needs and those who require extra support while travelling.
Images below show: Priority seating onboard and the priority seating sign.
Security and emergency help points
Every train carriage is fitted with security cameras. They are monitored 24/7.
Every train has a passenger intercom called an emergency help point, which is a call button, a speaker and Braille instructions. They are often near doors and in allocated spaces.
If you need emergency assistance use the emergency help point by pressing the button to speak to the onboard crew.
Image below shows: The emergency help point on a train.
The NGR and the upgraded IMU 160 and SMU 260 trains also have customer/disability assistance points installed in allocated spaces for non-emergency assistance, such as arranging assisted disembarking. For assistance please press the button with the wheelchair/international symbol for access on it, there are also Braille instructions for use.
If you are unable to activate the emergency help or customer/disability assistance points please ask another passenger for assistance to press the button and/or speak through the intercom.
Image below shows: the onboard customer/disability assistance point is the button on the left with wheelchair/international symbol for access on it.
Unisex bathroom
The NGR and IMU trains are fitted with at least one unisex bathroom. SMU and EMU trains do not have an onboard bathroom.
In IMU trains the bathroom can be in the first or third carriage in three-car train, changing with the direction of travel. In six-car trains it can be the first or third and fourth or sixth carriage. This changes with the direction of travel.
NGR trains will always have the bathrooms in carriage three and four.
Bathrooms have:
- toilet with grab rails
- baby change table
- mirror
- wash sink
- soap dispenser
- dryer
- two emergency help points.
Onboard video
Service Changes
We are working to improve our network and facilities to make sure our customers can enjoy their journey. We may need to close tracks or stations while we work. Most work is planned in off peak, on weekends or after 9pm on weeknights to reduce the impact on our customers. During works buses may replace trains, following the train timetable. Please allow extra time for travel during these works.
How to find out about planned disruptions:
Image below shows: construction/track work.
Unplanned disruptions
Unplanned issues like severe weather or police incidents can impact travel.
To find out information during an unplanned disruption:
If you need assistance onboard during a disruption you can use the customer/disability assistance point, or if there is not one available on the train please use the onboard emergency help point to speak to train crew.
Rail replacement buses and alternative transport
During planned and unplanned disruptions sometimes we need to run rail replacement buses. These can take longer than usual train services, so please allow extra travel time.
Unfortunately some items like mobility devices may be unable to travel on all rail replacement buses. If you have accessibility needs or use a mobility device and would like more information on rail replacement buses please call
13 16 17 (7.15am to 5pm (AEST), Monday to Friday) or text
0428 774 636 (text only, 24/7).
We thank you for your patience during service disruptions.
Service changes video