Update regarding Rail Journeys and COVID-19

Please note, the below details are current as at 30 March 2021. We will update this page with more information as it becomes available.

Journey Beyond is aware of updated border restrictions being imposed by various governments for guests from the greater Brisbane area and Queensland.

South Australia, Victoria, New South Wales and the Northern Territory are now restricting entry for anyone who is from or has been to, the greater Brisbane area since 20 March 2021. Western Australian restrictions include a hard border with the state of Queensland.

South Australian restrictions include a hard border with greater Brisbane from 4pm Tuesday 29 March. Western Australian restrictions include a hard border with the state of Queensland effective from midnight Tuesday 29 March. From these times, only local residents, essential workers or people genuinely relocating will be allowed to enter South Australia or Western Australia.

Any guests from these regions booked for travel on the Indian Pacific or The Ghan will not be permitted to board while these restrictions are in place.

All affected guests are being contacted and will be provided with a credit note to the value of their original fare and support to rebook for a later date.

Journey Beyond will continue to follow advice from relevant authorities and to utilise our JourneySafe operational plan to further protect the health and safety of guests and crew. Further resources on state and territory border restrictions and closures can be found here.

Season 2022

The season launch for 2022 will open after Easter this year. Keep an eye on our website and social media pages for further information and updates.

Booking using your travel credit

Should your previous booking have been impacted by a suspended departure, and you would like to rebook using your travel credit, please click here to read through the step by step instructions on how to do so.

 

Our Travel Centre opening hours are:

Monday to Friday 8:30am to 6:00pm ACST

1800 703 357 (In Australia)

+61 8 8213 4401 (Outside Australia)

Question: How are you keeping guests safe onboard?

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Our JourneySafe plan is based on expert advice and implements enhanced cleaning and hygiene procedures while initiating new measures like physical distancing.

To accommodate physical distancing on the train, guests will be allocated specific meal times, as well as scheduled times to spend in communal spaces such as the Outback Explorer Lounge area.

Each cabin will have its own supply of hand sanitiser and wipes. There will be communal hand sanitiser in lounge areas and provided before getting on and off the train.

We will no longer offer shared platters.

We are collecting all guests’ names and contact details to enable us to effectively contact trace if required.

Temperature checking will also be conducted upon check-in, prior to departure.

We request guests do not move throughout all parts of the train and stick to their specific accommodation and dining carriages.

Question: How will physical distancing be managed onboard?

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Guests will be allocated set times for meals and to spend in communal areas including the Outback Explorer Lounge and Platinum Club. When moving throughout the train, guests will be asked not to congregate in corridors, instead move into their cabin or the open end of the carriage to allow for safe passing.

Question: What will the check in process be?

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All guests checking in will be asked the following questions to ensure we are compliant from a COVIDsafe perspective.

  • Have you been in contact with someone who has tested positive to COVID-19 or has been symptomatic in the last 14 days?
  • Are you symptomatic – do you have a fever, cough, shortness of breath or a sore throat?
  • Have you travelled from interstate?

Temperature checking will also be conducted upon check-in, prior to departure. If you have a condition that results in a higher than usual temperature, please provide a letter of explanation from your doctor.

Question: What if I begin to feel sick?

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If you begin to feel sick during your journey, our crew will do everything they can to look after you and other guests. You will be asked to quarantine in your cabin, where meals will be delivered and you will be frequently checked on by our staff.

Question: Will my experience be the same as it would have been before the pandemic?

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The pandemic has meant we’ve had to make some adaptations to further protect people’s safety and wellbeing, however we’re confident your experience will be just as memorable.

Our exceptional food, wine and beverages remain the same and you’ll be blown away by the freshly prepared meals our chefs create onboard.

We’re still offering the same included Off Train Excursions and have worked with our third-party providers to ensure they’re practising COVID-safe behaviour.

Question: How can I rebook my future travel?

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All guests affected by temporary suspensions will be provided with a credit to the value of their original booking and can rebook their travel for a later date, up to 31 December 2022. Guests affected by the suspensions will receive an email confirmation of their credit with further booking information.

Please click here to download and view a copy of the step by step instructions for rebooking your train journey online using your credit voucher.

Question: When I choose another departure will I be charged amendment fees?

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We are pleased to confirm there are no amendment fees for guests requesting date changes that were due to travel on dates affected by suspended services. Where bookings have been placed in credit, date changes can be made free of charge up to 45 days prior to departure. Please note, there may be fare differences for guests opting to change to a different travel season or product.

Question: Can I use my credit on a different journey or train?

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Yes, the credit can be used for any Journey Beyond Rail Expeditions journeys. Please note, there may be fare differences for travel seasons.

Question: If the journey I rebook is less than my available credit, can the unused portion be refunded to me?

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No, the credit will need to be allocated to a Journey Beyond Rail Expedition experience.

Question: Can I use my credit on third party products such as hotels, touring or accommodation?

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Yes, credit is available on all third-party products and upgrades. Please note, refunds will not be allocated for remaining credits.

Question: Which services are eligible for additional credit and why are they different for some travel dates?

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Different credit structures have been developed to allow for extenuating circumstances for some departures.

As you are aware, state borders were closed on 22 March 2020 which forced Journey Beyond to suspend all rail operations. Guests booked for travel on this same day were eligible to receive up to 150% credit on their original booking given the late nature of the suspension.

Journey Beyond’s initial period of suspended operations was from 22 March 2020 until 31 May 2020 and majority of these effected guests received up to 110% credit.

Guests with bookings from 01 June 2020 through to 30 November 2020 (the current suspension date) are entitled to 100% credit of the funds paid.

Question: If I have only paid a deposit, will I receive 110% of the money paid or 110% of my total booking value for credit?

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Guests will receive future travel credit of the money receipted which could apply to a deposit or total booking fare.

Question: Are suspended services eligible for refunds?

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These are unprecedented times and we are doing our best to ensure all our guests receive the level of service and care you’ve come to expect from our team.

Services have temporarily suspended, not cancelled, as a result of federal and state government restrictions. As such, Journey Beyond Rail Expeditions is ensuring all guests can rebook for future travel up to 31 December 2022.

If the service you were booked on has been suspended, we have placed your booking on hold and you will receive a separate email detailing your future travel credit.

Question: I have booked through a Travel Agent; how do I amend my booking?

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If you have booked through a Travel Agent, you will need to contact your Agent directly to amend your travel arrangements.

Question: Will I be able to rebook my car to travel with Motorail when services resume?

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Our Motorail services are currently under review and are not available at this time.

Question: When will the remainder of the season open?

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We have partially released the 2021 travel season early this year to facilitate bookings for guests affected by the suspensions. This limited release includes bookings for The Ghan and Indian Pacific from April to November 2021. We anticipate opening the full 2021 – 2022 season shortly and will update this page accordingly. All credits issued will be applicable for bookings up to 31 December 2022.

Question: Will Journey Beyond provide travel insurance letters?

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Yes, guests affected by the suspended services can request a letter from Journey Beyond for travel insurance purposes. Please email [email protected].

As I’m sure you understand, we are receiving high contact volumes and as such, response times may be longer than usual.

Still have questions?

We’re always here to help.

Our Travel Centre opening hours are Monday to Friday 9am to 5pm ACST.

1800 703 357 (In Australia)

+61 8 8213 4401 (Outside Australia)