Buy and refund tickets

Paper tickets

You can buy a paper ticket from: 

  • ticket offices at train stations during opening hours (cashless)
  • from fare machines at a train, tram, or busway station, and some bus interchanges
  • onboard bus services outside of South East Queensland only 

Important information:

  • Please use correct money where possible. Fare machines do not accept $100 notes.
  • Change is given as coins up to a maximum of $19.90.
  • In South East Queensland, purchase tickets before boarding (onboard sales are not available).
  • Tickets are for a single one-way journey (includes a 2 hour transfer window or 3.5 hours if travelling a longer distance e.g Sunshine Coast to Gold Coast).
  • You must begin your final trip before the expiry time printed on the ticket.

Paper tickets are non-refundable. However, you may be eligible for a refund if the fare machine fails to provide the correct change.

Complete a Fare Machine Refund form and mail it to us with the original receipt and the Refund Claim receipt printed by the machine. 

go card

You can buy a go card from:

If you're buying a go card from a fare machine:

  • please use correct money where possible. Fare machines cannot accept $100 notes.
  • machines can only provide change up to $19.90 in coins. If you don't receive the correct change and you have the original receipt, you can claim a refund.

  1. Cash refunds 

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

    • your go card balance is under $50.
    • the last top up was made with cash at a retailer.
    • the go card hasn't expired within the last 255 days. 

Important information:

  • Cash refunds are not available at Queensland Rail ticket offices in South East Queensland.
  • Cash refunds at Airtrain stations may be unavailable if they do not have sufficient cash.
     

2. EFTPOS refunds

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

  • your go card balance is less than $50 (plus card deposit), and
  • 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

Refunds to Australian bank accounts are available 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.

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

Important information: 

  • Funds may take up to 28 days to appear in your account.
  • Refunds are not available to international accounts, including debit and credit cards. 
     

International visitors

If you're returning home you can:

  • donate your unused go card balance to charity. Drop your go card into one of the collection boxes at the Airtrain station ticket offices. Please note your go card must be unregistered to have the balance donated.
  • 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.

Important information:

  • cash refunds at Airtrain ticket offices may be unavailable if they do not have sufficient cash.
  • go card refunds are not available to international bank accounts, debit or credit cards.

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 prepaid cards — including both reloadable and non-reloadable options — are now accepted on all Translink services in South East Queensland. 

This includes a wide range of card types like:

  • physical and virtual prepaid cards
  • travel cards and gift cards issued as contactless Visa or Mastercard
     

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

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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