Two customers speak with an NSW TrainLink employee at a ticket and information counter.

Service disruptions and replacement coaches

What to expect if your NSW TrainLink train is disrupted or replaced by a coach, and how to manage your trip.

NSW TrainLink services may be affected by planned or unplanned disruptions. In some cases, your train may be replaced by a coach.

We’ll let you know in advance where possible, and do our best to minimise the impact to your journey.

Planned disruptions

Trackwork is carried out regularly to maintain and improve the rail network. During these times, train services may be replaced by coaches.

If a planned disruption affects your booking:

We’ll contact you by SMS or email.
We’ll arrange a replacement coach where possible.

For more information about how and why trackwork happens, visit About trackwork.

How to check for planned disruptions

You can check for upcoming disruptions and service changes:

On the Alerts and trackwork page.
By using the Trip Planner to plan your journey.

Replacement coach services

If your train is replaced by a coach, we’ll let you know the pick-up and drop-off locations. These are usually at or near the original train station.

Please arrive at least 20 minutes before departure.

What to expect on a replacement coach:

Economy seating only (regardless of original class).
No buffet service – bring your own food and water.
No guaranteed meal stops on shorter trips.
Toilets may not be available on all coaches.

Accessibility note:

Not all coaches are wheelchair-accessible. If you need accessible transport or travel assistance, please call 13 22 32 as soon as possible so we can help you.

Booked a Sleeper or First Class ticket?

You may be eligible for a partial refund. Call 13 22 32 to discuss your fare options

If you choose not to travel

If the disruption means you no longer wish to travel, contact NSW TrainLink to discuss your options. You may be able to change your booking or request a refund, depending on the fare conditions.

If your service changes after booking

Unplanned disruptions can happen with little or no warning due to weather, accidents, signal faults or other urgent issues. If your service is affected:

We’ll notify you by SMS or email if you have made a booking.
Our staff at stations and onboard will help keep you updated.
We recommend checking Alerts and trackwork before you leave, especially during extreme weather.
There may be delays while we secure vehicles and drivers.
Replacement coaches may not carry NSW TrainLink branding, and the experience may differ from standard coaches.
In rare cases, if we can’t offer an alternative, we’ll refund your fare.

We will try to arrange a replacement coach or alternative transport, but:

Sometimes we may need to replace a train with a coach due to unexpected circumstances. While we work hard to avoid this, it may happen during your journey. We’ll always do our best to keep you informed.

Please note that NSW TrainLink does not offer compensation for changes in transport mode. For full details, see our ticket terms and conditions.

Travel insurance

We understand that unexpected changes to your trip can be frustrating, and we do our best to minimise disruptions. However, NSW TrainLink is unable to offer compensation for:

Accommodation or alternative transport
Changes in the mode of travel (for example, if a train is replaced by a coach)

To help protect against unexpected costs, we recommend arranging travel insurance before your trip.