Disruptions

Disruptions

​We are focused on doing everything we can to minimise the impact of a disruption on you and your journey.

While we try our best, we can’t guarantee our services will always go smoothly. Sometimes our services will be disrupted and you will not be able to start, or continue, your journey. 

This can include when weather impacts our network .

​We do what we can, but sometimes our services are disrupted and you won’t be able to board, or continue your journey

Disruptions prior to departure

​If we know about a disruption to your journey, we will try and advise you of this in advance of your journey and give you alternative travel options (which will often be a bus transfer).

In this situation you have three options:
  1. Travel with us using the alternate transport provided.  If you choose this option you won’t get a rebate or refund on your ticket price.
  2. Rebook travel to a different date. We will waive change fees.
  3. Cancel your booking. We will give you a full refund and waive any cancellation fees which we would otherwise charge. If you bought a ticket from a travel agent you should contact the agent for this refund.

As set out in our conditions of carriage , we are not liable to you for any additional costs you incur for your journey because of the disruption. 
​If we know in advance, we will try to contact you to let you know about the disruption

You can choose to rebook on a different date, cancel, or use our alternative transport

Disruptions during your journey

If your journey is disrupted the onboard staff will advise you of the alternative travel options available (which will often be a bus transfer).

In this situation you have two choices:
  1. Travel with us using the alternate transport provided.  If you choose this option you won’t get a rebate or refund on your ticket price.
  2. Not accept the alternate transport provided and arrange your own alternate transport.  As set out in our conditions of carriage , we are not liable to you for any additional costs you incur for your journey because of the disruption



​ A disruption during your journey could mean that you don’t make it to your destination or you need to use alternative transport options
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If you need details of disruption to our services to support a travel insurance claim please contact Queensland Rail Travel with details of your booking number, travel dates, customer names and your contact phone number or email address.
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We will try to assist you if you need to make an insurance claim related to our disruption



Roma St parking changes
 
 
Policy Centre