Brisbane Airtrain - Terms & Conditions

COVID-19 cancellation and refund policy for travel

Airtrain is giving full refunds to customers wanting to cancel their ticket.
To receive a refund you must notify us via email ([email protected]) before the original date of travel.
There will be no refund on a return ticket if the forward journey has commenced, or if a refund is requested on or after the date of travel.
There will be no refund if you use a promo code that is transferrable only.

Special Offers

Freedom

Offer must be used for a return trip. You pay for the first journey at full retail price and get the return journey free.
Offer is available for bookings between 1 December 2021 – 31 January 2022.
Offer is available for travel between 1 December 2021 – 31 March 2022.
Offer is available through Airtrain website only.
This ticket is non-refundable but transferrable, to transfer this ticket you must notify us before the date of travel.
The offer is only available between the Domestic and International Airport stations and City Stations. The list of city stations includes South Brisbane, Roma Street, Central, Fortitude Valley, Bowen Hills, Albion, Wooloowin, and Eagle Junction.
Not valid in conjunction with any other offer.
eTicket terms and conditions also apply to this offer.
Valid until further notice. All information is correct as of 27 November 2021. Airtrain reserves the right to make changes without prior notice and to withdraw the scheme at any time.

1. Tickets

You may purchase tickets for Airtrain services on this site when travelling to or from Brisbane Airport and any Brisbane City, Suburban station or G:link tram stop.

If you purchase a ticket on this site, you must pay the advised price and agree to the payment and cancellation terms set out on this site for those services.

When you purchase Airtrain tickets you may be asked to provide personal information to help verify your identity and process your purchase. Airtrain will treat your personal information in accordance with our Privacy Statement.

Prices and timetable information of Airtrain services may change without notice.

2. eTickets

Airtrain offers eTickets for travel between the airport and all Queensland Rail stations and G:link Tram stops in South East Queensland.

When travelling on an eTicket your ticket will be scanned when arriving or departing at the airport station. You will need to have either a paper copy of your eTicket or your eTicket uploaded to your smart phone when travelling to be viewed by revenue protection staff when requested.

eTickets are valid for travel for 2 days either side of the travel date. Outside this 2 day period your eTicket will be invalid.

A Brisbane City eTicket can be used for travel to all Brisbane City stations as far as South Brisbane. You are unable to book a suburban station eTicket and travel from a different station. If you require a change to your eTicket please email [email protected] or call the office on freecall 1800 119 091.

eTickets are fully transferable and changeable if requested before the date of travel. Email [email protected] to request a change. A new eTicket will be emailed with the correct details. There is no refund on a booking once changes have been made to the original booking.

Please note – no changes are permitted after the date of travel.

3. AirtrainConnect – Travelling Brisbane Airport to the Gold Coast and Return

In addition to the terms and conditions noted under tickets, the following will also apply:

When you pre-book a service on the Airtrain website we do not confirm a train time. Airtrain staff will arrange your tickets for the next departing train once you make yourself known to staff at the Brisbane Airport station. They will also arrange for your chauffeured vehicle to meet you at the advised station at this time. When you disembark at the advised station your driver will be waiting for you with your name to take you to your destination.

If travelling on a return journey, Airtrain staff will arrange the return pickup time with you before you depart for the Gold Coast. Please be aware of the conditions of the Airtrain Guarantee, your pickup time will be confirmed to comply with the Airtrain Guarantee terms and conditions. Any changes to this time will result in the booking being invalid for any claim or Refund, Airtrain recommends travel insurance to cover any out-of-pocket expenses.

If you disembark the train at any other station than that advised by Airtrain Staff, or break the train journey for any reason, Airtrain cannot guarantee the availability of a chauffeured car to collect you, and a new charge will apply.

4. AirtrainConnect – Travelling from the Gold Coast to Brisbane Airport and Return

When travelling from the Gold Coast to Brisbane Airport using the Airtrain Connect service, your pickup time is scheduled at the time of booking and this detail will be shown on your emailed confirmation. Your train eTicket will be attached to your confirmation email. You must call the AirtrainConnect office on 1800 119 091 at least 24 hours before your travel date to arrange any changes to this pickup time if required. Please be aware of the conditions of the Airtrain Guarantee. Your original pickup time will comply with the Airtrain Guarantee terms and conditions. Any change to this pickup time will result in the booking being invalid for any claim.

Airtrain recommends travel insurance to cover any out-of-pocket expenses. For your return journey see Airtrain staff on your arrival back into Brisbane Airport and they will arrange the tickets and chauffeured vehicle to meet you for the next departing train.

5. Cancellations / Refunds

All cancellations/ refunds must be requested in writing by the ticket holder. To apply for a refund, you can email [email protected] or send an enquiry through the Airtrain website.

If you buy a ticket for an Airtrain service, and you tell us you want to cancel your ticket before the date of travel, we will refund your purchase in full.

If you tell us you want to cancel on or after the original date of travel, your purchase price will be non-refundable.

There will be no refund on a return ticket if the forward journey has commenced.

There will be no refund on unused eTickets if not cancelled prior to the original date of travel.

Once a booking date has been changed for any reason there will be no refund available.

Please note: That Airtrain does not operate a 24 hour train service. It is imperative that you check the timetable before confirming a booking.

Please check for track work prior to your travel date as Airtrain do not refund tickets in the event of track work on the South East Queensland rail network. It is the customer’s responsibility to plan their journey allowing extra time for these disruptions.

If you wish to claim a refund for a paper ticket purchased from an Airtrain station that has not been used for travel please see the station ticket counter within 1 hour from the time of purchase, after this time no refund will be available.

No refund will be available for tickets issued and used for travel, Airtrain do not issue refunds on tickets that the travel has been disrupted due to unforeseen circumstances.

There is no refund after purchase if your circumstances change and you do not utilise the ticket and have not met the above conditions to claim a refund.

6. Ticket Books

Airtrain ticket books (books of 10 Brisbane City, Zone 1, and Gold Coast tickets) are non-refundable, however we gladly exchange unused tickets for current tickets if not used before the expiry date. Only tickets from the previous year will be exchanged.
Airport staff Airtrain ticket books (books of 20 tickets) are non-refundable and cannot be used by another person. Tickets can be exchanged by the staff member for up to 90 days following the expiry on the ticket. You must have a valid ticket each time you travel on the train, and present this with your Staff ID card when entering and exiting the train station. The employment letter is required to be updated every 12 months or on request by Airtrain. It is your responsibility to ensure you have a valid train ticket prior to arriving at the Airport stations. Failure to do so will result a full adult fare from CBD station is being charged on top of any tickets you wish to purchase.

7. City Duo Saver

The two adults must travel together at all times, throughout the entire journey in both directions.
Offer is available for pre-purchase online or at an Airtrain station.
No refunds on or after date of travel.
The offer is only available between the Domestic and International Airport stations and City Stations. The list of city stations includes South Brisbane, Roma Street, Central, Fortitude Valley, Bowen Hills, Albion, Wooloowin and Eagle Junction.
eTicket terms and conditions also apply to this offer.
Valid until further notice. All information is correct as of December 2019. Airtrain reserves the right to make changes without prior notice and to withdraw the scheme at any time.

8. Family Saver AirtrainConnect

Discounts for families travelling together on the AirtrainConnect service only with 2 adults and 1 or 2 children aged 5-14 years
AirtrainConnect terms and conditions also apply to this offer.
Valid until further notice. All information is correct as of December 2019. Airtrain reserves the right to make changes without prior notice and to withdraw the scheme at any time.

9. Kids Travel Free

Children aged up to and including 14 years of age, travel free between the Brisbane Airport and Brisbane City stations when accompanied by a paying adult.
Each child (5-14 years) needs a valid ticket to travel on the Queensland Rail train network. Children 4 years and under are considered Infants and do not require a ticket
In order to receive your free child travel, an adult must purchase either an eTicket online or a paper ticket at the same time as the child’s from the airport or Queensland rail ticket counter.
The offer is only available between the Domestic and International Airport stations and City Stations. The list of city stations includes South Brisbane, Roma Street, Central, Fortitude Valley, Bowen Hills, Albion, Wooloowin and Eagle Junction.
If you are travelling from a Queensland Rail station that is unattended, the child ticket is required to be purchased from a vending machine. The Airtrain portion of the fare will be free.
Valid until further notice. All information is correct as of December 2019. Airtrain reserves the right to make changes without prior notice and to withdraw the scheme at any time.

10. Group Fares

For travel to or from Brisbane airport and Brisbane city only.
Groups must travel together at all times, throughout the entire journey in both directions.
The Brisbane City group rate of up to 9 people travelling together is available for pre-booking online or at an Airtrain station.
No refunds on or after date of travel.
eTicket terms and conditions also apply to this offer.
Valid until further notice. All information is correct as of December 2019. Airtrain reserves the right to make changes without prior notice and to withdraw the scheme at any time.

11. Advance Purchase Discounts

Advance purchase discounts apply only to:

Single Traveller eTicket(s),
Single Traveller return eTicket(s)
Suburban eTicket(s)
Suburban return eTicket(s)
AirtrainConnect service

Cannot be used in conjunction with any other savers e.g. Duo Savers, Group Fares, Ticket Books, Workers Weekly, etc. Advance purchase discounts do not apply to children fares to any suburban stations.

When travelling on the Airtrain & Tram service the discount applies to the Train ticket to Helensvale only. Translink charge a Zone 1 for the Tram service that is not discounted by Airtrain.

Valid until further notice. All information is correct as of May 2021. Airtrain reserves the right to make changes without prior notice and to withdraw the scheme at any time.

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Terms and Conditions