We prioritise providing safe and reliable rail services so you can stay connected and get to your destination on time. Occasionally, issues with our network or events beyond our control (e.g. severe weather) may impact your travel experience. Our commitment to reliability includes continually looking at ways to improve maintenance of our rail assets, along with advancing our digital capabilities to improve customer service delivery and communication, ensuring a more responsive and connected experience.
Here's how we keep you informed and moving when unexpected situations arise:
Altered, missed, or cancelled services
In the instance of an altered, missed or cancelled service, we will provide service updates to help you plan your journey. South East Queensland (SEQ) service information is available through our service status and service updates pages. You can also use the Translink Journey Planner and the Translink app for real-time information. Travel and Tourism service information is available via the Queensland Rail Travel service updates page.
Unplanned disruptions
In the event of unplanned disruptions, such as weather events, accidents, emergencies or bridge strikes, we will let you know what happened and provide information on alternative travel options and any necessary support. For regional customers, please review our regional disruptions policy.
Planned trackwork
For planned track closures, we will provide advance notice and information about how they will affect your journey.
For SEQ customers, our planned track closures page provides information on closures; or you can sign up to our email notification registration to receive emails about track closures and other works.
For our Travel and Tourism customers, you can find information about our track closures on our service updates page and our online booking system before you book. If you have booked a ticket before trackwork impacts are known and the track work will change your journey, one of our reservations team members will contact you by SMS, email or phone using the contact details you provided.
Further information about Travel and Tourism planned and unplanned disruptions is provided on our Disruptions Frequently Asked Questions page.
Alternate transport
When disruptions occur, we work with Translink and other operators to arrange alternative transport such as rail replacement buses to ensure you reach your destination.
Special events
During special events, we introduce event transport as needed to accommodate increased demand and provide clear information about any potential impacts on your journey.
Timetables
We ensure our SEQ timetable and Regional timetable are readily available to our customers.
We continuously monitor our service punctuality and reliability for potential improvements. Please check your travel plans before your journey to be prepared for any changes.