Assistance Available

Please advise us at the time of booking of any assistance you may require to ensure this information is passed on to our onboard team. Customers requiring assistance should approach a team member as soon as practical on the day of travel.

Please note that due to workplace health and safety requirements there are some limitations to the assistance our team can provide.

Assistance at the station

At our stations, we are able to provide the following assistance:

  • Joining or leaving the train, by setting up a ramp for customers at Cairns railway station and operating the hydraulic lifts at Freshwater and Kuranda railway stations
  • Guiding customers to carriage entrances. Our team have received disability awareness training and know how to assist someone who is blind or has a vision impairment
  • Assistance with carrying small hand-held luggage or small mobility aids such as walking frames and canes (up to 7kg max).

We do not provide the following types of assistance:

  • The operation of your mobility device (wheelchairs and mobility scooters)
  • The moving of your mobility device, including lifting or carrying it
  • Driving or pushing large mobility devices up ramps.
  • Lifting customers in any way
  • Assistance with carry-on luggage or mobility aids (over 7kg)
  • Personal care.

Important note: Should you require assistance with pushing your mobility device up and down the boarding ramp (Cairns railway station) we are unable to guarantee our team members available on the day can safely provide this assistance. Should you require assistance with the items listed, please arrange for someone to attend with you to provide the assistance you require. If you are unable to arrange for someone to provide this assistance, please let us know in advance so that we can review your request and advise if it is possible to arrange this assistance.

More information about ramps and lifts is available at Joining or leaving the train.

Assistance Onboard

Onboard our services we are able to provide the following assistance:

  • Guiding customers to or from their seat, accessible space, or the toilet facility entrance. Our team have received disability awareness training and know how to assist someone who is blind or has a vision impairment
  • Assistance with carrying small hand-held luggage or small mobility aids such as walking frames and canes (up to 7kg max)
  • Serving meals and beverages to customer seats if required (Gold Class only).

We do not provide the following assistance:

  • the operation of your mobility device (wheelchairs and mobility scooters)
  • the moving of your mobility device, including lifting and carrying it
  • lifting customers in any way
  • assistance with carrying carry-on luggage or mobility aids (over 7kg)
  • 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.

Back to Accessibility.

Accessible seating and facilities

Joining or leaving the train

Travelling with a carer