Queensland Rail provides friendly, helpful, and efficient customer service to ensure you have a safe journey and arrive on time.
Our People are here to help you, so please treat our team and fellow passengers with respect. We do not tolerate violence or aggression toward staff or customers.
SEQ
Security employees
As a part of our Security inititatives, authorised offices patrol trains, stations and car parks across our network in partnership with Queensland Police Railway Squad, managing anti-social behaviour from Varsity Lakes to Cairns. Private Security Officers provide additional patrols and travel on guardian trains - services after 7pm that include onboard security.
If you feel unsafe or see something suspicious, reach out to an employee or use the emergency assistance available throughout the network.
Station employees
Our
Stations and Customer Service employees are available at most stations to assist you with your journey, including help with boarding trains. For more information about accessibility services, visit our Accessibility and assistance page.
Cleaners
Our cleaning teams work hard to keep your surroundings safe and clean at our stations and our trains. They play an essential role in maintaining comfort, safety and hygiene for our customers.
Onboard employees
Our drivers and guards are available onboard our trains to ensure a safe and comfortable journey.
South East Queensland ticket sales
On our SEQ network,
go cards,
tickets and fares are managed through the Translink website. Alternatively, you can buy a ticket at our stations or use your bank card or smart device to make contactless payments when tapping on and off. Translink also supplies information about how to
buy and refund tickets.
Group bookings
To accommodate the needs of larger travel parties, we offer convenient group booking options, ensuring a seamless and efficient booking experience for all passengers. Please visit our
Group bookings page for enquiries.
Bicycle storage
We provide secure bicycle lockers at selected stations and an easy-to-use booking system, allowing cyclists to reserve a safe space for their bikes in advance. Please visit our
Travelling with your bike or e-scooter page for more information.
Lost or damaged luggage
We take
Lost property or damaged luggage seriously. Our team is dedicated to helping you report incidents and will work diligently to resolve issues swiftly.
Damaged personal property
If your personal property is damaged during your travel, please inform our staff immediately so we can assist you.
Travel and Tourism services
Queensland Rail Travel teams take customers on journeys of varying distances through regional and remote communities, tourism hubs and major centres all over Queensland. Each of our trains offer unique customer experiences and service offerings.
Long-distance and Tourism ticket sales and fares: You can find information about rail fares and travel options available on the
Queensland Rail Travel,
Kuranda Scenic Railway and
Gulflander websites. Purchasing a travel experience can be done through our
online booking system, by calling our reservations team, or visiting one of our travel centres.
Reservations team
Our team is available seven days a week from 7am to 7pm (AEST). If you would like to make a booking or if you require assistance planning your journey, here's how to contact us.
Travel centre team
Our travel centre team can help you with bookings and enquiries about long-distance and tourism train journeys. Please visit one of our Queensland Rail Travel Centres during opening hours to talk to our team.
Station employees
Our station customer service team are available at some major travel hubs and can assist when you arrive at the station. When you arrive at the station, please let our team know if you need assistance. Please view the
Security employees
As a part of our Security inititatives, authorised offices patrol trains, stations and car parks across our network in partnership with Queensland Police Railway Squad, managing anti-social behaviour from Varsity Lakes to Cairns. Private Security Officers provide additional patrols and travel on guardian trains - services after 7pm that include onboard security. Please approach our team if you feel unsafe or see something suspicious.
Onboard employees
Our dedicated onboard team is committed to ensuring a safe, comfortable, and enjoyable journey for all customers. They are available to assist with boarding and departing, including assistance for customers with mobility aids, providing a range of food and beverage services, and addressing any additional needs or requests you may have during your journey.
Food and beverage service
On our travel services, we are committed to offering high-quality food options that meet your expectations and dietary requirements, all at competitive prices. Our diverse selection ensures there’s something for everyone, and we make it a priority to have food readily available throughout your journey. Please view our Onboard Menu to view options and ensure you mention any special dietary requirements when booking.
Lost property or damaged luggage
We take
lost property or damaged luggage seriously. Our team will help you report incidents and work diligently to resolve issues. If your personal property is damaged during your travel, please inform our staff immediately so we can assist you.
We regularly assess
customer feedback and service delivery performance to identify opportunities for improvement.