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Brisbane's Airtrain

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Airtrain Guarantee

Airtrain Passengers who miss their flight as a result of a late running train will be reimbursed the cost of rescheduled flights, accommodation and transfers (up to A$400), subject to the terms and conditions set out below.

Terms & Conditions

1. What is the maximum I can recover?

The maximum amount that Airtrain will reimburse to each Airtrain Passenger is A$400.

2. What time do I need to have caught the train?

In Airtrain’s Peak schedule*, you must have caught a train scheduled to arrive at the Domestic / International station 65 minutes before your flight’s departure time.

In Airtrain’s Off-Peak schedule, you must have caught a train scheduled to arrive at the Domestic / International station 95 minutes before your flight’s departure time.

* Peak schedules are determined by Flight Departure time and is only relevant Monday to Friday not including public holidays

* If your flight departure time is between 09.10am and 11.10am or 16.45pm and 18.45pm this is considered peak time.

Examples of when you should catch the train In the Peak Schedule In the Off-Peak Schedule
Your domestic flight departs at 5:45pm 12:40pm
The train you catch must arrive at the domestic station by 4:35pm 11:05am
Closest prior scheduled train arrival time at the domestic terminal 4:25pm+ 10:55am+
Train departs Central at 4:01pm+ 10:31am+

+ These are Airtrain weekday schedule times current at the time of publication. Check the Airtrain timetable for the correct times on the day of your flight.

3. If my train is running late what should I do?

Airtrain Passengers must have made reasonable efforts to inform Queensland Rail staff they are likely to miss their flight (by contacting train guard or rail staff at the station) and have followed Queensland Rail’s directions when making alternative transport arrangements to the airport.

4. Have I qualified and what information should I provide?

An Airtrain Passenger wishing to make a claim should use the above table to calculate if they qualify for reimbursement under the conditions mentioned in section 2. If a passenger qualifies they must submit a completed Airtrain Guarantee Claim Form attaching copies of original flight itinerary, rescheduled flights costs, the Airtrain ticket and all invoices that are requested to be reimbursed, within 14 days of the flight departure date to:

Brisbane’s Airtrain
PO Box 66
PINKENBA QLD 4008

5. Privacy

Airtrain Passengers receiving a payment under the Airtrain Guarantee consent to their personal information being given to Queensland Rail for the purposes of assessing any claim.

6. Limitation of liability

To the extent permitted by law, Airtrain will not be held liable for any loss or damage (including but not limited to direct, indirect or consequential loss) or personal injury as a result of delayed train services, except to the extent otherwise provided for by the Airtrain Guarantee.

7. Release from any future liability

Airtrain Passengers receiving a payment under the Airtrain Guarantee release Airtrain from any other loss or liability in relation to the delayed journey.

8. Force Majeure

If train services are delayed by reason of a Force Majeure Event, the Airtrain Guarantee will not apply and Airtrain will not be responsible for any loss or expense suffered or incurred by any Airtrain Passenger as a result of the Force Majeure Event.

If affected by a Force Majeure Event, Airtrain will take all reasonable steps to avoid, remove or limit the effects of the Force Majeure Event on the performance of the suspended train services and will promptly re-commence performing the suspended train services as soon as reasonably possible.

9. Non-transferable

The benefit of the Airtrain Guarantee is personal to the Airtrain Passenger and can not be transferred to any other person.

10. Airtrain decision is final

A claim under the Airtrain Guarantee will be assessed by Airtrain, and the decision of Airtrain is final.

11. Definitions

Airtrain means Airtrain Citylink Limited ACN 066 543 315
Airtrain Passenger means a person holding a ticket for an Airtrain service and a flight from Brisbane Airport.
Force Majeure Event means any cause outside the reasonable control of Airtrain or Queensland Rail and which could not have been prevented or avoided by that party taking all reasonable steps.
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