Frequently Asked Questions

Frequency and Locations

• When do the trains operate?
  Airtrain operates seven days a week. The Domestic and International train stations are staffed and open from 4:50am weekdays and 5:50am weekends until the last train at 10:04pm from domestic train station and 10:08 pm from International train station, every day of the year.
• Does Airtrain operate on Public Holidays?
  Yes, Airtrain operates every day of the year. On Public Holidays our trains run on the Sunday timetable or as otherwise outlined in our online timetable – here. The timetables are current and any special timetables for public holidays are usually updated online a month before the event.
• How often do trains depart from the Brisbane airport?
  Trains depart every 15 minutes in peak periods and every 30 minutes in non-peak, Monday to Friday. All services on Saturday & Sunday operate every 30 minutes. Please refer to the online Airtrain timetable for a full list of up-to-date departure and arrival times.
• Where are the train stations located at Brisbane Airport Terminals?
  Both stations are located within easy walking distance from the Brisbane Airport Terminals. For the Domestic station, make your way to the Skywalk (covered walkway) outside the terminal for the station and ticket office. There are escalators, travelators and lifts from the ground level of the Domestic Airport for ease of access. The International train station is located on Level 3 of the Airport’s International terminal, with easy access via a covered walkway.
• Can I purchase tickets at the Airtrain stations on the day of Travel?
  All Airtrain tickets are available for purchase at the airport stations for same day travel. However, when booking the Train and Transfer (Airtrain Connect) service travelling to the Airport from the Gold Coast, your booking will need to be made 24 hours in advance, due to the chauffeur driven part of the service.

Tickets and Payments

• Can I buy a return ticket even if my flight arrives at the Brisbane International terminal but I’m leaving from the Domestic terminal?
  Our return tickets are flexible. You can use your return ticket to or from either of the Airport terminals.
• Is there a discount for booking online?
  Yes, when you pre-book online you will receive a discount. There are also special fares available for 2+ passengers to the City, kids travel free and family discounts. When you make your booking online the website will automatically calculate the cheapest fare for you! For information on offers and discounts see https://www.airtrain.com.au/tickets/offers-and-discounts/
• Why have I not received a confirmation email?
  Your confirmation email should arrive within 10 minutes of making a successful booking. If you have not received your email in this time and it hasn’t appeared in your Junk Mail folder, please email [email protected] or call freecall 1800 119 091 and quote your reservation number so the confirmation can be re-sent.
• How long does my E-Ticket remain valid?
  The E-Ticket remains valid for 2 days from travel date on the ticket.
• The E-Ticket I bought has my name on it. Can someone else use it?
  Yes. The Airtrain E-Tickets are fully transferable
• What is an E-Ticket?
  When tickets are purchased online with Airtrain, an E-Ticket is issued. A bar-coded ticket with a booking reservation number will be sent by email once the online purchase has been completed. This ticket can either be printed at home and presented to the station staff to be scanned as a valid ticket for travel, or uploaded using the link in the email to your smartphone for scanning.
• Do I receive a ticket when I book online?
  Yes. You will receive an email with an E-Ticket attached which can be printed for scanning at either the Airport, City station and Gold Coast stations or use the link provided to upload your E-Ticket to your Smart Phone. Please Note: Airtrain do not confirm a train time when you book online. Your ticket is valid for any train service on the date booked.       
• What forms of payment are accepted?
  Our ticket offices accept cash, debit cards, Visa, Mastercard, American Express, Diners, JCB & UnionPay. You can also use PayWave at our Domestic Airport station.
• Can I purchase tickets online if I’m traveling from my local train station to the airport?
  Airtrain's E-Tickets can be purchased online for travel from any station to and from the airport. Simply print your bar-code ticket before you travel and have it with you when travelling or upload the E-Ticket to your Smartphone using the link in the confirmation email.
• How much does an Airtrain ticket cost?
  Airtrain ticket prices vary, depending on the station of your destination or departure. You can fill out our online form to get a price and then book your ticket. Advance purchase discounts and special offers are available online.

Cancellations and Refunds

• Is it possible to get a refund on my E-Ticket?
  Refunds are permitted under certain circumstances - See Cancellation and Refunds for more information in our Terms and Conditions.
• I have made a purchase online for an E-Ticket, can I cancel the booking?
  Bookings cannot be cancelled online, however you can email [email protected] to request a cancellation. Airtrain Terms and Conditions apply.

Queensland Rail and Airtrain Services

• How much CO2 emissions do I save by using the Airtrain?
  We are serious about the environmental benefits of using the train to get to the airport. Our emission savings are calculated by analysing every ticket sold and the track distance from the airport to the QLD Rail station. For example; from Brisbane International Station to Central station, a journey length of 14.44kms you will save 0.43kg CO2 emissions.
• What is an Airtrain city station?
  Eagle Junction, Wooloowin, Albion, Bowen Hills, Fortitude Valley, Central Station, Roma Street, and South Brisbane. Note – kids up to and including 14 years of age travel free to/from these stations when accompanied by a paying adult with paper and e- ticket. If applicable, the City Duo Saver also applies to these stations.     
• Will I have to change trains to get to my destination?
  If you are travelling to or from the Gold Coast or Brisbane City, you will not need to change trains. When travelling from QLD Rail suburban stations to or from the Brisbane Airport, you will need to change trains to an Airtrain service. Please refer to Translink for further details on your best station to change at. Additional cues are also provided on trains and at the stations.
• Is Airtrain a part of Queensland Rail?
  Airtrain is a privately owned and operated company. We work very closely with Queensland Rail to provide a safe, reliable and cost effective service to and from the Brisbane Airport.

Go Card and Smart Cards

• Can I purchase SEEQ cards at the Airport stations?
  All SEEQ cards are available at the Airport stations. SEEQ card entitles you to travel unlimited on Translink network in South East Queensland and up to 2 Airtrain journeys in either 3 or 5 days. Please click here for more information.
• Can I purchase a Go Card at the Airtrain Stations?
  Adult, Concession (except for Post-secondary student) Senior and Child Go Cards can be purchased at the Airport stations. They require a minimum spend of $30, this includes $20 credit and a $10 card deposit for Adult Go cards, and $25 credit and $5 deposit for all others. For Tertiary/Post-secondary students to be eligible for concession fares, you need to obtain your tertiary pass and Go Card from Translink; please see Translink for more information. Airtrain cannot apply the concession fare unless you have obtained the necessary cards through Translink.
• What Go Card facilities are available at the Airtrain stations?
  You can top-up, check balance, change expiry date and obtain a refund on the Go Card at the Domestic and International Airport stations.
• Do I get a discount when using my Go Card on Airtrain?
  Please see www.translink.com.au for the fares charged by Translink when using a Go Card to travel with Airtrain.
• Can I use my Go Card on the Airtrain?
  Yes you can use a Go Card at both the Domestic and International Airport stations, as well as when you’re traveling to the Airport.

Door-to-door Service, Airtrain Connect

• I am travelling to the Gold Coast using the Train & Transfer service and I’ll have my surfboard with me. Is this a problem?
  There is no surcharge for most oversized luggage including surfboards, prams, wheelchairs, golf clubs or pushbikes. Just make sure you inform staff when you arrive at the airport so that we can provide an appropriate vehicle to accommodate the luggage. Vehicles are unable to accommodate motorised wheelchairs.
• Can I book Train & Transfer service travelling from Gold Coast Airport to Brisbane Airport?
  Unfortunately, we cannot provide this service from Gold Coast Airport due to licensing restrictions. Alternatively, you can make your way to Varsity Lakes Station and get just our train service to the Brisbane Airport.
• Does the Train & Transfer service apply to all suburbs on the Gold Coast?
  We service most suburbs on the Gold Coast however we do not service every suburb. The booking form will notify you if we do not service a suburb. Alternatively, call our office to check your suburb if booking on arrival. Unfortunately, we are unable to provide this service to any addresses beyond Queensland State border.
• Do you offer a door to door service from Brisbane Airport to the Gold Coast?

  If you are looking to get from the Brisbane Airport to private or hotel accommodation on the Gold Coast, we offer a chauffeured service called Train & Transfer. You simply need to catch the Airtrain to a Gold Coast station and a chauffeured vehicle will transfer you to your Gold Coast accommodation or residential address.

  This service also includes a complimentary break of journey (stopover) in Brisbane city (see below for list of city stations), either on your way to the Gold Coast or on your way back from the Gold Coast to the Airport. You can spend as many days as you like and just hop back on the train once you are ready to continue your journey. To take advantage of this service, after you have made your Train & Transfer booking, either email [email protected] or call 1800 119 091 and quote your booking number and let us know that you would like to stopover in the city. Our staff will then have all your tickets ready for collection when you arrive at the airport or when you depart from the Gold Coast.

Travel for families and children

• How do I qualify for a family fare?
  The family fare applies when 2 adults and 2 children (aged 5yrs -14yrs) are travelling together. The normal child fare will be applicable for any extra children.
• What is the age range for a child fare?
  The child fare applies for children aged 5yrs-14yrs (inclusive). Children under 4 years travel at no charge to any of the stations, and children aged 5yrs-14yrs travel free when traveling to and from the Airtrain city stations. If you are traveling with infants using the Train & Transfer service, you will be asked whether you require a booster seat or baby capsule when you arrive.
• Is there a discount for children if I book online?

  All children aged 14 and under travel free between Airtrain's airport and city stations. If travelling to any suburban station including Gold Coast stations, the fare charged on the website is only the Translink portion of the fare.

  There are also discounts associated with the Train & Transfer fare for children as this service is managed and controlled by Airtrain.

Airport staff travel

• I work at the Airport, can I get a discount to use the Airtrain?

  Yes, we offer discounted Airtrain tickets for all workers of the Brisbane Airport Precinct. Weekly tickets are $37 and books of 20 are $120 - available from either the Domestic or International stations only.

  You simply need to show your proof of employment (ASIC Card or letter from your Employer) when you purchase the tickets, and have your ID ready when you travel.

  Tickets are valid for travel between the Brisbane Airport stations and the following Brisbane City stations: South Brisbane, Roma Street, Central, Fortitude Valley, Bowen Hills, Albion, Wooloowin and Eagle Junction. Tickers for travel beyond these stations can be purchased from your local Queensland Rail station or the Airtrain stations.

  All workers must hold valid tickets. If not, you will be required to pay full fare journey to the Airport plus a new workers weekly or workers book of 20. The employment letter must be updated every 12 months or on request by Airtrain. Terms and Conditions for workers tickets are available at Domestic and International stations. Airtrain staff have the right to refuse selling a workers ticket if terms and conditions are not adhered to.

Frequent travel options

• I travel often, is there an additional discount for regular trips with Airtrain?

  If you regularly travel between the Airport and Brisbane City, Zone 1 or Gold Coast stations, an Airtrain ticket book may be for you. Regular travellers and businesses enjoy the convenience of pre-buying multiple tickets to use as needed.

  Ticket books can be ordered online or purchased at either of the Airtrain stations.

Concession and companion fares

• Does Airtrain accept Companion Card?
  Yes, one (1) carer can travel free to all Brisbane City and Suburban stations when travelling with a Companion Card holder. However, the Companion Card holder requires a valid ticket to travel.
• What concession cards does Airtrain accept?
  Concession fares do not apply for travel between Brisbane Airport and Brisbane City stations. Concession fares only apply when travelling to and from Brisbane Suburban stations. Concession tickets are available when the following concession cards are produced:
  • Students – QLD full time secondary school students
  • Australian Pensioners Card
  • Australian Seniors Card
  • Gold DVA Health Card (All conditions) issued in Queensland
  • Tertiary/Post-Secondary Students – cannot purchase a concession ticket, but may be eligible for a concession fare if travelling using a Go Card and if the Translink requirements for traveling with a concession fare are met.
  Please Note: You are unable to purchase a concession fare online. Except Seniors or Pensioners card, all interstate and overseas concession cards are not accepted. Some free travel passes are not applicable on Airtrain services. For a full list of concession cards, click here.

Brisbane Airport Facilities

• How do I get to Skygate & Direct Factory Outlet (DFO)?
  From the Domestic Airport catch the Airtrain to the International Airport and then use the free courtesy bus located on level 4 to travel to DFO. See www.bne.com.au for details
• Are lockers available at Brisbane Airport?
  Lockers are available at both the International & Domestic Airports; refer to Brisbane Airport Corporation for details.

On-board experience and wheelchair accessibility

• Can animals travel on the train?
  For the safety and comfort of all passengers, animals are not permitted on any Airtrain or Queensland Rail train service, even if they are in travel cases. We do however, allow guide, hearing and assistance dogs (that are trained and registered in accordance to the Guide, Hearing and Assistance Dogs Act 2009) to travel with Airtrain.
• Is there room for luggage on the train?
  Yes! Most Airtrain services are equipped with luggage racks. Most oversized luggage such as prams, golf clubs and pushbikes can be catered for. Train carriages also have fold-away seating to accommodate wheelchairs.
• Are Airport stations Wheelchair accessible?
  Airtrain’s Airport stations were purposely built to accommodate passengers needing wheelchair access. Both the Domestic and International Airport stations have lifts provided.

Service updates and track work

• If these passengers are at a station during the closure requiring assistance, what do they do?
  These customers can call 13 16 17, or SMS 0428 774 636 for assistance
• Do you require wheelchair accessible services during this time?
  Prior to the closure date, these customers can call 13 16 17, or SMS 0428 774 636 for assistance
• What times do the replacement buses leave? Will it take me longer to get to my destination?
  The replacement buses will depart following the normal train timetable. Plan your journey well in advance and allow up to 60 minutes in addition to your normal travel time. It may take you longer to get to where you need to go
• Do I have to pay for the bus service?
  Yes, you need to use your go card or buy a paper ticket to travel on any service. This should be done at train stations and not on board the replacement buses.
• What can I catch instead of the train?
  There will be buses at each of the stations that will leave when the train usually departs

Lost Property Information

• I lost something on my journey, how do I retrieve it?

  Airtrain hold lost property at the airport station for one week before forwarding to Queensland rail lost property office. Please email [email protected] or call freecall 1800 119 091 to enquire about lost property or see the details below.

  All lost property found on Bus for Rail, Queensland Rail stations and rail services are stored centrally at the Queensland Rail lost property office. It may take several days from finding the item of lost property to its arrival at the lost property office.

  To enquire about lost property, phone 13 16 17 or visit the lost property office, located in the subway at Roma Street Station, during business hours 7.30am - 5pm Mon to Fri (excl. public holidays). To claim a lost mobile phone, a SIM and IMEI number* must be provided to the lost property office to enable a search to be conducted. These numbers can be obtained from your service provider