Accessibility Facilities

Accessibility Facilities

​Queensland Rail is committed to providing rail services that are accessible to all customers.


Through our Station Upgrade program, we continue to upgrade our facilities and services to progress towards achieving our vision of providing a world-class accessible rail network for our customers.

The level of access at each station varies across our long-distance network. For information about facilities at specific stations please visit our Find your station page.


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Accessibility

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Travelling with a Carer

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Assistance Animals

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Frequently Asked Questions


Facilities

Boarding ramps with and without handrails are available to assist with boarding and disembarking our services at most Queensland Rail Travel network stations and are available for use by any customer who requests it. Please enquire with your consultant if you require the use of a ramp to join or depart the train.

  Fibreglass Portable    Ramps

  These ramps are 780 mm in width between the raised edges of the ramp and do not have a handrail.

  To safely access this type of boarding ramp, please ensure that the combined weight of you, your mobility      device and anyone assisting you to navigate the ramp does not exceed 300kg.

  These ramps are available on the Spirit of Queensland and the Tilt Trains to access any carriage.

  On the Spirit of the Outback, Westlander and Inlander, this ramp is only used for loading mobility devices    for storage in the luggage car.

  Aluminium Ramps

  These ramps are 900 mm in width at their widest section, narrowing to 600 mm where the ramp      rests on the train doorway entrance and they have a handrail.

  Some of these station-based ramps have a single handrail and some have a handrail on each side of the      ramp.

  To safely access this type of boarding ramp, ensure that the combined weight of you, your mobility device        and anyone assisting you to navigate the ramp does not exceed 300kg.

  To assist you with planning your journey, further information on ramps is available on our Find your    station page.


Some stations across Queensland Rail's long-distance network present a significant gap between the platform and the train carriage entrance, resulting in a steep incline when boarding using a portable ramp.

For the safety of our staff and customers, our staff may not be able to assist customers in manual wheelchairs which need to be pushed from behind. This may impact some customers ability to travel.

To assist you in determining whether you may be able to use our services, please visit our Find your station page which has information on the gap between the platform and train entrance or speak with your travel consultant.

If a family member or friend will be assisting you to board your service, please notify an onboard staff member on your day of travel so they can ensure that they are able to safely disembark prior to the doors being locked for departure.

Please advise your consultant of any assistance you may require at the time of booking to ensure this information is passed on to onboard staff.

Customers requiring assistance should approach a staff member as soon as practical on the day of travel.

Please note that for health and safety reasons there are some limitations to the assistance our staff can provide.

Staff can provide the following customer assistance:

  • Boarding and disembarking the train by setting up ramps for customers to use. 
  • Guiding customers to or from their seat, accessible space, RailBed or sleeping berth.
  • Guiding customers to or from the toilet and shower facility entrance.
  • Assistance with carrying small hand-held luggage (7kg max).
  • Assistance with carrying mobility aids under 20kg in weight e.g. walking frames, canes etc.
  • Serving meals and beverages to their seats if required.
  • Assisting customers with the onboard wheelchair.

Staff cannot provide the following assistance:

  • Driving or pushing large mobility devices up ramps.
  • Lifting customers in any way.
  • Assistance with carrying large carry- on luggage items (over 7kg). 
  • Customers may check in larger luggage items (20kg maximum) that they are unable to easily carry themselves.
  • Assistance with food and beverage consumption.
  • Giving injections or administering medication.
  • Personal care such as emptying colostomy bags, urine bottles or similar equipment.

If assistance of this nature is required, please arrange for a carer or companion to travel also. 

Queensland Rail Travel has introduced the Customer Assistance Meeting Point on platform 10 at Roma Street Station, Brisbane. 

This initiative is to ensure that customers who have requested assistance as part of their booking for long-distance services can be easily identified.

If you have requested assistance, please make your way to the Customer Assistance Meeting Point at least 30 minutes prior to the departure of your service. 

This area is located near the top of the stairs and travelator on Platform 10 at Roma Street Station, Brisbane. 

Queensland Rail Travel staff will meet you here to assist you and ensure that you have an enjoyable journey. 

Please advise your consultant if you require meals to be delivered to your seat at the time of booking and confirm these requirements with onboard staff when you join the service.

  Tilt Train

  In-Seat Trolley Service throughout your journey.

  Spirit of    Queensland

  RailBed customers receive inclusive meals served directly to their seats.

  Customers travelling in seats can pre-order meals on the train to be delivered by onboard staff.

  For the safety of customers with reduced mobility, staff can assist by delivering meals and refreshments to    customers seats. 

  Other services

  Onboard staff can arrange for meals to be delivered to customers at their seat or sleeping berth on request.

 For accessibility dimensions whilst onboard the Spirit of Queensland or Tilt Train services, visit our Accessibility page.

 

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Accessibility

​

Travelling with a Carer

​

Assistance Animals

​

Frequently Asked Questions