Special needs
Please note that if you require special assistance on board CountryLink services you will need to book your trip by calling 132 232 or visiting a CountryLink travel centre or agency rather than booking online. This way you can speak with one of our customer service representatives who will record your details and requirements pass your request on to the passenger attendants on your train.
People travelling with wheelchairs and scooters
We aim to take the special needs of all passengers into account. To this end, each service carries a special ramp to help customers in A80 design wheelchairs on and off trains. Each train also has one carriage with a toilet suitable for wheelchair access. You can arrange to be seated in this carriage when you make your reservation. Passengers with disabilities can ask CountryLink attendants to deliver meals or snacks from the buffet car to their seats.
If you have a wheelchair, collapsible wheelchair, motorised wheelchair or motorised scooter you can travel on a CountryLink train or coach service provided that the following specifications are met:
- You will need to be able to manoeuvre into a space of 700mm (width) x 1300mm (length) on CountryLink trains or 800mm x 1300mm on CountryLink coaches. Please note that CountryLink is unable to carry mobility aids wider than 700mm on any of our trains.
- You will need to be able to turn 180 degrees within a space of 2070mm x 1540mm.
The other specifications that need to be met are detailed in Section 40.1 of the Disability Standards for Accessible Public Transport Guidelines 2004 (No.3) - Criteria for Mobility Aids and Disability Standards. Further information and a copy of guidelines is available through the Attorney-General's Department.
Please note: services between Broadmeadow and Taree, operated by Busways coaches, have no provisions for wheelchair bound passengers and passengers with motorised scooters.
Portable oxygen cylinders
Passengers with breathing difficulties and requiring the assistance of Medical Oxygen Cylinders may carry and use small portable cylinder types B and C on CountryLink train or coach services provided that the following conditions are met:
- Only cylinders in approved travel packs with restraining straps and weighing no more than 5kgs will be accepted. The cylinder must be in an upright position and secured by its straps to the train or coach seat at all times during the journey.
- Passengers must provide a letter from a Medical Practitioner stating that they are medically fit to undertake the journey requested and that oxygen may be required while travelling. The letter must be sighted at time of ticketing.
- The passenger must carry the medical letter when travelling and present it to on-board staff or the coach captain upon request.
- They are the small B or C type Medical Oxygen Cylinders. Cylinder Code B CS CH.
Please note: some services are subject to delays and passengers must ensure that they have sufficient oxygen in the tanks to meet their supplementary oxygen needs.
Reservations are essential and passengers travelling with an oxygen cylinder are requested to make their reservation by calling 132 232 or visiting a CountryLink travel centre or agency rather than booking online.
For further details of what assistance can and can not be provided by our on board staff, please contact our reservation call centre on 132 232.
People with other special needs
Ask buffet staff if you need to use the onboard nebuliser - you will need to provide your own medication, facemask, tubes and leads. While passengers on Xplorer services can use their own nebulisers (after seeking assistance from a CountryLink attendant) the power supply on XPTs is not suitable for this service.
Please tell our reservations staff about any special requirements when making your booking and remember to ask staff on both stations and trains if you need assistance.
Assistance animals
The only animals permitted on CountryLink services are those assisting disabled passengers or working with police or security personnel.
Guide dogs accompanying visually impaired passengers must wear identification medallions on their collars. Passengers with animals to assist with hearing or other disabilities must carry a current Hearing Dog Certificate or a Permit to Travel with an Assistance Animal. Hearing dog and assistance animal identification is available through RailCorp's passes and concessions office, ph: 1300 302 130.
Dogs accompanying disabled passengers travel for free and their handlers must have valid CountryLink tickets. Passengers travelling with assistance animals are solely responsible for the conduct, care, feeding and toileting of their animals while on trains and stations.
