8 Dec 2016

Refunds have been offered to rail customers inconvenienced by this morning’s disruptions across the CityTrain network.

Minister for Transport and Commonwealth Games Stirling Hinchliffe made the announcement after meeting with Queensland Rail earlier this afternoon.

TransLink Media Manager Miguel Holland said refunds would be automatically provided to go card customers across the CityTrain network who touched on between first service and noon today (Thursday 8 December).

“Customers who touched on with a go card this morning do not need to apply for a refund – it will be automatically refunded to their go card account,” Mr Holland said.

“Refunds will begin rolling out from Saturday 10 December but may take several weeks to complete. Refunds will only be able to be made once the customer touches on with their go card again.

“Customers will receive their refund when the adjustment has been processed and then they next use their go card – importantly, it may take several weeks for the adjustment to be processed and the refunds to appear in their go card account.”

Mr Holland said this morning’s unexpected delays were caused by a combination of issues including track faults and a train failure at about 5.30am on the Beenleigh Line near Kuraby.

“Queensland Rail has been doing everything possible to reduce delays and restore faith in the reliability of the rail network,” he said.

Mr Holland said providing quality public transport was a priority for TransLink.

“We acknowledge delays like the ones experienced across the CityTrain network this morning are not acceptable. We apologise to customers for the disruption and the inconvenience they experienced,” he said.

Mr Holland said paper ticket holders could also request a refund by calling TransLink on 13 12 30. These customers must still retain their ticket to be eligible for a refund. Bus, ferry, tram customers are not eligible for a refund.