Buy and refund tickets

Paper tickets

A paper ticket can be purchased from a range of locations, including:

  • onboard bus services outside South East Queensland
  • from a ticket office at train stations during opening hours
  • from a fare machine at a busway, train or tram station, and major stations.

Things to remember when travelling using a paper ticket in South East Queensland:

  • you will need to purchase your ticket before boarding your service; you cannot purchase a paper ticket onboard any service (bus, train, tram or ferry)
  • it is a single one-way ticket which includes a 2 hour transfer window, or 3.5 hours if travelling more than 4 zones
  • you must start your final trip before the printed expiry time
  • paper tickets are non-refundable.

How to buy a paper ticket from a fare machine

You can buy paper tickets at any fare machine located at selected busway, train and tram stations.

Please use correct money where possible. Our machines cannot accept $100 notes.

Change will be given as coins up to the value of $19.90.

Sometimes a fare machine is unable to give the correct change because it has run out of coins or there is a problem with the machine.

If you don't receive the correct change and you have the original refund claim receipt, you can claim a refund.

Follow these steps:

Refunds are not available for paper tickets.

go card

go card can be purchased from a range of locations, including:

go explore, a visitor travel card, can be purchased from selected go card retailers.

Please note, services in South East Queensland are cashless.

Things to remember when travelling using a go card:

  • Remember to keep your go card topped up. A go card with no credit on it is not a valid ticket for travel.
  • Always tap on and tap off when travelling on each service. Forgetting to tap off could incur extra fees.
  • Register your go card online to ensure you do not lose the credit if your card is lost or stolen. To stop someone else using your card, you must call us immediately so we can cancel your card.

How to buy a go card from a fare machine

Fare machines are available at selected busway, train and tram stations.

You can:

  • buy an adult go card at a busway and tram station fare machine
  • top up your go card at any fare machine.

Please use correct money where possible. Fare machines cannot accept $100 notes.

Change will be given as coins up to the value of $19.90.

Sometimes a fare machine is unable to give the correct change because it has run out of coins or there is a problem with the machine. If you don't receive the correct change and you have the original receipt, you can claim a refund.

There are a few ways to obtain a go card refund:

  1. Cash refunds

    Available at selected go card retailers if all these conditions apply:

    • your go card balance is less than $50 (plus card deposit), and
    • your last top up was made at a retailer using cash, and
    • your go card hasn't expired within the last 255 days.
       

    PLEASE NOTE: Cash refunds are not available at Queensland Rail ticket offices in South East Queensland. 
     

  2. EFTPOS refunds

    Available at Queensland Rail ticket offices only (in South East Queensland) if all these conditions apply: 

    • your last top-up was made using an EFTPOS, debit or credit card from an Australian Financial Institution at a Queensland Rail ticket office, retailer or fare machine, and
    • your go card hasn't expired within the last 255 days.
       

  3. Directly into an Australian bank account

    Complete the balance transfer and refund form (PDF) and post it to us.

    You must use this option if any of these apply:

    • Your go card balance is more than $50.
    • Your last top up was made online, over the phone, or via auto top-up.
    • Your go card expired more than 255 days ago.
    • You haven't used your go card for more than 5 years (dormant card).
    • Your go card is lost or stolen (registered cards only).
    • You are seeking a refund for a deceased estate.
       

    Refunds are made to Australian bank accounts only.

    Funds may take up to 28 days to appear in your account.
     

International visitors

go card refunds are not available to international bank accounts, debit or credit cards.

If you've been using a go card to travel in South East Queensland, you can:

  • hold onto your go card for your next visit
  • give your go card to family or friends (if your go card has not been registered)
  • get a cash refund at selected retailers except Queensland Rail ticket offices, to a maximum of $50 go card balance plus deposit
  • apply for a refund into an Australian bank account.

Travel tip: Cash refunds at Airtrain may be unavailable if they do not have sufficient cash.

For full details about go card refunds, please read our guide to balance transfers and refunds (PDF).

Contactless card or smart device

Visa, Mastercard and American Express are accepted on South East Queensland trains, trams and ferries. Contactless payment is being progressively rolled out on South East Queensland buses.

Simply tap on and off with your contactless Visa, Mastercard or American Express card, or a linked digital wallet on your smart device.

More about Smart Ticketing.

If you paid your fare using a contactless debit or credit card, there are two ways you can request a fare adjustment or refund:

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