Preparing for your NSW TrainLink trip

Checking the train schedule is a critical step in preparing for your journey, ensuring you are aware of departure and arrival times, as well as any potential travel disruptions or alerts.

Travel Alerts: When booking, look for any travel alerts or disruptions that may affect your journey, such as maintenance, delays, or service interruptions.

Stay Informed: Keep yourself updated in the days leading up to your journey and on the day of travel by checking NSW TrainLink Travel Alerts for any last-minute changes or updates. To receive service disruption notifications via SMS, provide a valid Australian mobile number when booking your train tickets.

Recorded Arrival and Departure Information: On the day of travel, listen to recorded arrival and departure information to get up-to-date details about train schedules, platform information, and any delays or service disruptions. To access this information, call 13 22 32 and select option 3.

Time Zone Differences: Be aware of time zone differences, especially during cross-border travel, and factor in daylight-saving time changes. Train schedules usually accommodate time zone shifts, except when printed.

NSW TrainLink typically allows passengers to bring luggage, but there are size and weight limits.

• Each passenger is allowed one hand-luggage bag.
• The allowance for large luggage depends on the travel class selected.

Additional luggage such as sporting equipment or a musical instrument can be taken, subject to reservation conditions and applicable fees.

No single item taken onboard an NSW TrainLink services can exceed 20kg.

• Luggage conditions and allowance

Passengers should consider their preferences and needs when deciding whether to check in their luggage or carry it on board.

Luggage Check-In Services: Passengers can check in large and/or heavy luggage at stops and attended stations during opening hours. This service is convenient for passengers who have bulky or heavy baggage and want to have it transported to their destination. Luggage check-in closes 30 minutes before the scheduled departure of the train.

Luggage on Board: If passengers choose not to check in their large or heavy luggage, they are responsible for carrying it on board the train themselves. Passengers who bring luggage on board the train should stow it in the designated luggage area at the end of their carriage. This area is specifically designated for storing luggage during the journey.

When booking a regional trip, it's important to plan ahead and be aware of any accessible travel exceptions that may apply to the service. These exceptions could include specific policies or requirements for passengers with mobility aids or disabilities.

If you require special assistance or have accessibility needs, please let us know by calling 13 22 32.

• Mobility aid restrictions

If you're travelling with children, ensure you have the necessary tickets and book tickets accordingly. Our rules are designed to ensure the safety and well-being of young travellers.

Children under the age of 12 cannot travel alone and must be accompanied by an adult aged 16 years or older, except when accompanied by a parent under the age of 16. This means that children under 12 typically require adult supervision during their journey.

Children aged 12-15 may travel alone. However, they should make themselves known to staff before or soon after boarding.

When children aged 12-15 are traveling alone, it's usually required to provide a contact number for a guardian or the person who will meet the child at the destination. This contact information is essential in case of an emergency.

You may be eligible for free or discounted travel on our transport services. Please check entitlements eligibility and conditions of travel.

• Ticket eligibility and concession

Entitlements are likely restricted to Australians concessions. This is a common practice, as many countries have specific entitlements for their own residents or citizens.

Passengers are generally allowed to purchase only one discounted fare for themselves when using a public transportation service. This means that if you qualify for a Country Pensioner Excursion ticket (CPE) you cannot also purchase discounted half-fare tickets in a single journey to pay a lower fare than other passengers.

To avoid any inconvenience, additional costs, or fines, please make sure to carry your valid concession card and present it when requested by train staff. It's an essential to comply with the conditions of your concession travel.

See the full conditions of travel for NSW TrainLink Regional services.

Follow these valuable tips to ensure a comfortable and stress-free travel experience on NSW TrainLink services.

• Bringing entertainment options like books, music, or electronic devices is a great way to pass the time during your journey. Having something to keep you occupied can make the trip more enjoyable.
• If you're traveling on a concession fare, always carry your valid concession card. Failure to do so may result in being charged the full Standard Adult fare, and fines may apply. Make sure to have your card readily available.
• To ensure a smooth travel experience and to avoid any last-minute stress, aim to arrive at least 15 minutes before the scheduled departure time.

Train journeys

If you plan to check in luggage, please be aware that the luggage check-in closes 30 minutes before the departure time. Check-in may not be available at all stations, and limited space is available, especially during busy travel times.

Our staff work around the clock to keep NSW TrainLink services moving. We're dedicated to keeping you moving, but sometimes, disruptions can occur. Should a train journey be disrupted, we may provide a replacement road services.

In the event of disruptions, whether planned for trackwork or unplanned disruptions, NSW TrainLink strives to provide replacement road service. These services may alter routes and times but are designed to get passengers to their destinations as close to the scheduled service times as possible.

Unplanned disruptions

Occasionally we have unplanned disruptions where a train journey needs to be immediately cancelled, usually for a short period of time. As soon as we know, we arrange immediately alternatives, that may include local buses. When this happens, coordinating replacement road services may take a little time as we endeavour to keep you moving.

Here's what you need to know if we need to provide train replacement services:

• Just like on our trains, you'll need a valid ticket to board a replacement road service.
• The fares for replacement road services are equivalent to our economy fares.
• Accredited assistance animals are allowed on our replacement services.
• In case of service disruptions, including delays, please note that NSW Trains is not liable for any additional costs you may incur. Consider purchasing travel insurance to protect against unexpected events.

Food and drink services on NSW TrainLink journeys are designed to ensure passenger comfort and safety. Here's what you need to know:

Train Journeys:

NSW TrainLink offers a range of dining and snacks onboard it’s train services. The buffet car on most train journeys offers a variety of items, including drinks, snacks, and hot and cold meals.

Passengers can purchase these refreshments during the journey. Passengers may bring their own food and beverages if needed.

Please be aware operational issues may occasionally result in the buffet car not being available on certain services.

• Food service on NSW TrainLink Regional trains

Coach Journeys

Food and drink, with the exception of water, is generally not permitted on coach services.

For scheduled services, longer trips lasting 4 or more hours, break stops are included. These stops provide passengers with an opportunity to disembark, stretch their legs, and have meals or refreshments at designated locations.

It's essential to note that bringing your alcohol (BYO alcohol) is not allowed on any NSW TrainLink service or at stations.

NSW TrainLink guarantees passenger connections for transfers between different NSW TrainLink services. This guarantee applies to transfers from train to coach, coach to train, and coach to coach. It is ensured if the timetable indicates such connections.

NSW TrainLink does not guarantee connections between their services and any other transport service, including but not limited to Great Southern Rail, VLine, Queensland Rail, Sydney Trains, airlines, cruise companies, coach operators, tour operators, and car hire services. This lack of guarantee applies when the connecting time between NSW TrainLink services is under 60 minutes. Consider purchasing travel insurance to protect against unexpected events.

Your safety is our priority. This includes enforcing rules and regulations to ensure the safety and well-being of all passengers.

Smoking is not allowed on any NSW TrainLink service, at stations, or coach stops. Fines apply to individuals who violate this no-smoking policy.

Responsible service of alcohol guidelines and regulations are followed when serving alcohol to passengers, including age restrictions, service hours, and drink limits.

Police and Authorised Officers actively patrol the train services to enforce rules and regulations.

This presence helps to maintain order and safety.

• Ensure you have a safe trip

We are committed to providing the best possible travel experience for our passengers. Your feedback is crucial in helping us improve our services. We welcome your feedback, whether it's a compliment, suggestion, or complaint.

• Feedback for Regional trains and coaches

If you leave something behind, it may be held for up to seven days. If not claimed, it will be sent to the Transport Lost Property Office. Items that remain unclaimed at the Lost Property Office for 28 days will be disposed of.

• Report lost item