Special needs
Please note that if you require special assistance on board CountryLink services you will need to book your trip by calling 13 22 32 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.
Onboard medical equipment
Portable oxygen cylinders
There are some restrictions which apply to customers who require a portable oxygen cylinder while travelling.
Your cylinder must:
- be of type B, CS, CH, CL or D
- not weigh more than 13 kilograms
- have a travel pack or trolley
- have a suitable strap to secure the unit to the seat
- contain sufficient oxygen to meet your needs in the event that your service is delayed.
Your cylinder must be in an upright position and secured by its straps to the train or coach seat at all times during the journey.
Ensure that you can carry the cylinder on and off the train or coach, as CountryLink staff are unable to assist with these items.
Customers intending to travel with a portable oxygen cylinder must book travel in advance by calling CountryLink on 13 22 32 or visiting a CountryLink Travel Centre.
Due to space restrictions, customers needing more than one oxygen cylinder may need to wait for their reservation to be confirmed before finalising their travel plans.
For further details of what assistance can and can not be provided by our on-board staff, call us on 13 22 32.
Oxygen concentrators
If you’re travelling with a concentrator, please ensure that the unit has sufficient battery life for the duration of your journey - including any service delays. Batteries cannot be recharged onboard as continuous 240-volt power supply cannot be guaranteed.
For further details of what assistance can and can not be provided by our on-board staff, call us on 13 22 32.
Nebulisers
CountryLink XPT and XPLORER trains are fitted with a nebuliser in the buffet car. Ask our on-board staff if you need to use the nebuliser - please note that you will need to provide your own medication, facemask, tubes and leads.
Passengers on XPLORER services can use their own nebulisers. Ask our on-board staff for assistance.
Cardiac responder units
CountryLink XPT and XPLORER trains are to be fitted with cardiac responder units by late 2010. The units will be stored with the first aid kits.
Dietary needs
Travellers with a special dietary requirement are advised to order as early as possible after boarding the service to ensure that their dietary needs are met.
There will be a set hot main meal on each service which will encompass diabetic, gluten free, dairy free, egg free, low calorie and halal dietary requirements. In addition, a vegetarian meal option will be available on each service.
Breakfasts complying with these dietary requirements are no longer available. Meals offered will not cater for vegan dietary needs.
Assistance animals
The only animals permitted on CountryLink services are those assisting disabled passengers or working with police.
Dogs accompanying disabled passengers travel for free and their handlers must have valid CountryLink tickets.
When travelling with us, assistance animals must be under the control of the registered handler at all times. Please be aware that you are responsible for the conduct, care, feeding and toileting of your animal on stations and trains.
Guide and hearing dogs must wear a harness or medallion of registration. Interstate and internationally certified guide and hearing dogs are also recognised. All other animals must be certified as a trained assistance animal.
To certify an animal (other than a registered guide dog or hearing dog) as an assistance animal for travel on CountryLink services or to make application for an Assistance Animal Permit, contact RailCorp Passes and Concessions on 1300 302 130 or e-mail passesandconcessions@railcorp.nsw.gov.au.
Other special needs
Please tell our reservations staff about any special requirements when making your booking. If you require assistance during your journey, just ask station or on-board staff.
More information
Rail Corporation New South Wales. PO Box K349 Haymarket NSW 1238
+61 (02) 8202 2000 (Switchboard). ABN: 59 325 778 353