NSW TrainLink

I've had to use the xpt service several times in the last six months. It could hardly be worse. Understaffed with people who generally offer a care factor rapidly approaching zero. Old, noisy uncomfortable carriages, even in first class. Food that barely deserves the title. In six months of travel it has NOT ONCE run on time. Show details

Shocking service. No wonder train travel on the decline. Can’t book specific seat online. Need to call, then wants to charge 50% extra for this unavoidable privilege. People you talk to don’t seem to want to be there. Been a long time going home by train. Hate this service. Show details

Today we are heading to Sydney from Hamilton Station to go on a cruise. The train was cancelled but the staff at the station kept us informed at all times. The gentlemen working there today provided exceptional customer service. Great to see such great service when it was such a stressful time for staff and passengers. Show details

A big thank you to the bus driver coach from Brisbane to Casino for delivering an amazing customer services for my mum and myself, the trip was very smooth and safe. Upon arrival to Casino, Mum and I was transfer to XPT train to Gosford. The teams from Casino assisted us from Economy to first class due to mum's condition. From there on mum was… Read more ·  1

been looked after and supported by Matt B and we could not thank him enough for his customer services, he served with a smile, very friendly and a true customer services staff that well deserved an award. I also like to thank (sorry didnt get his name), but he made it possible for me and my mum to have a relax, enjoyable trip from Casino to Gosford ❤️. Thank you so much.

Travelled Minto to Central today. At Central required direction to light rail to Paddy’s Market. Was helped by a customer service lady who was near platform 20/21. Lady was I guess from Philippines. Sorry we never got her name. She was remarkable. Helpful, happy and went out of her way to get ys to our destination. She actually walked us thru the… Read more

station and out to the Light Rail station. Gave us direction as to what rail to catch and where to get off. She actually linked her arm with my wife all the way. Congrats to our lady and to Central Client Service staff. Leslee & Peter Bennett

Rodney at Dubbo booking office provided excellent service yesterday under difficult conditions. He was the sole staff member with several customers, and battling with the sub standard system. He deserves better technology, more staff support and/or more money. Thanks Rodney and good luck. Show details

Very trash service, always delay, they cancel all the time, we pay a alot for this trash service. It getting worse day by day. Horrible service, I will never use that trash again. Show details

Absolutely useless would be the only two words to describe trains, blue mountains running late yet again, you get one lousy train per hour and they still run late. Show details

This is the worst service I have ever had. Booked train frm Brisbane to Sydney. Brisbane train station had no one that knew where the train was leaving from. I then called the no. Provided on the closed office window to find out they were busing us frm Brisbane to Casino. 10 mins before arriving at Casino I received a txt saying we were being… Read more

bused to Grafton. The bus left late so we travelled through a lightening storm. Not only was there no bottled water in the vending machine at Brisbane train station the bus never stopped at a shop on the way to Casino. We were unable to get food until 8:30pm @ Grafton when the train personal stated they had limited food so it is first in first served. A txt message received also stated the carriage I was booked on had been changed from first class to an economy service. For these two sectors on a coach and loosing first class service the refund was $8.75. The refund was a slap in the face, just disgusting for what we had to suffer and what we paid for. I recommend anyone think carefully before using this mode of travel

I have sleep apnea. I was woken up multiple times on this train (completely exhausted) and told I was NOT allowed to sleep on this train. I was nudged awake and awoke to a bright light in my face. Disgusting behaviour from the staff. Show details

The most pathetic service on planet Earth. Staff have no idea where trains are, what time they'll arrive and leave. They have the audacity to pay ticket inspectors to make sure their terrible service is being paid for. Constant delays, constant confusion and worse the useless upper management. Show details

Wanted to book a return 1st class sleeper from Ocean Shores to Sydney. Trip to Sydney was on time, the cabin clean and the berth reasonably comfy. However for the return I was told that I had to either book the whole cabin (and pay for 2 people) or go all the way to Brisbane. The explanation given was that my getting off in Casino may disturb… Read more

other sleepers. Casino is the end of the line and all passengers must transfer to busses. All 3 consultants I spoke with insisted that the train line continues past Casino (It does not) and when I asked to speak to a supervisor i was put on hold indefinitely. Shame on NSW Trainlink and it's management for putting people off from using the train as an environmentally friendly alternative mode of transport!

My wife travelled to Sydney for a few days and used our credit card to pay for the train from the airport to city central. At first we thought it was only 1 dollar but the 10 minute trip cost over 22 dollars when it was finally deducted after a week . The convenience is ok but the cost is high, the information on the credit card is lacking in… Read more

detail and I think the worst is especially if you are from out of town is that you don’t know how much you will be charged because it stays pending for a whole week. Next time will take the bus. Too expensive for a short trip and not good for tourists on a budget.

An absolute joke of a service, it should actually be free. A disgustingly unreliable technological backwards step that offers no reception, wif,i or even power ports to charge a device. It's always late and it's hard to find out how late. I freaking hate u c>nts

My god ..I was in 1st class, 16/10/25 overnight..couldn't sleep at all due to fumes, (I reported this last year),extremely noisy train(wheels), staff members REALLY noisy in kitchen for hours, and to add to it, another passenger never stopped snorting and moving around...bad luck there I guess. I'll change to bus from now on, even though,the bus… Read more

I returned on from Sydney to Macksville on 20/10/25, had 8 extra stops to fix aircon!!! Driver very nice, we somehow were on schedule ..( no he didn't speed, he only had few passenger stops.)

Cris our driver from Corowa to Albury. We were bang on time. Ever so caring with passengers. Ensuring safety of all passengers at all times. Worth 100 stars. Special mention to call centre staff as well. Will use service again. Show details

Can I suggest that NSW Trainlink stops giving arrival times. Travelled 8 times between Melbourne and Sydney. NEVER arrived on time once. The shortest late arrival? 40 minutes overdue!!

I recently caught a train from the airport and upon changing trains and platforms, I realised later I had left my laptop on the train. I was assisted by a very helpful train station attendant. She worked out the train and carriage I was on and tracked down my laptop. It was returned to me at the station. VERY happy with such amazing customer service and care. Thank you. Show details

Ancient train used to and from Canberra, THE most uncomfortable seats I've ever experienced which left with with numb feet and back pain. Disgraceful catering, dried up sandwiches or poor choice of hot meals. Honestly, they should be ashamed of themselves but they obviously dgaf. NEVER AGAIN. Show details

Albury-Southern cross service is always delayed up to an hour + due to “customer boarding delays”. Rarely ever on time. The staff are always nice but the train does lack charging capabilities, which is odd in 2025. Show details

Staff were absolutely amazing, very beautiful people. Although the train,on the other hand, not so good. 3 hours late.. missed my connecting train and coach now added 4 hours to my trip. Not good Jan. Show details

I travelled from Albury on Sunday 18th of May on the night time train which was to leave at 11.04pm. I was left at the station at 9.45pm as my friend had to start work early Monday morning. When we got there the Albury station was closed notice saying due to staff shortage which l think in this day and age and with the population size of Albury… Read more

was absolutely disgusting. I have a walking disability and walk with a walker l can't walk without it, l had two bags a back pack and one sitting on my walker so l decided to go around to the front platform to wait and go to the toilet before l got on the train. It was a very cold night, winds blowing along the platform so was looking for somewhere to sit out of the wind, well l was absolutely terrefied when walking along the platform there were homeless men sleeping in front of the doorways into the station, not doors were unlocked to go to a toilet, no security at all and l had to sit on a seat freezing then this homeless man keep walking up and down the platform just staring at me everytime he went by l was terrified as being disabled l couldn't run away even if l wanted to. The train ended up being 20 minutes late which happens l know but l had additional time of being terrified and then when the train did eventually arrive the staff on the train were so uncaring and unhelpful, l had to ask for help to get on the train with a walker and then he was very huffy and puffy!!!! This was a night train so you sleep on and off but sleep was vertically impossible as l was near the buffet cart and the doors electric doors didn't close all the time unless a staff member did this and between 2 and 4 pm they left that door open and the staff buffet entry door open and were talking and laughing the whole time, couldn't sleep so very inconsiderate. If this was the first time l had ever travelled by train l sure as hell would not travel ever again as the disrespect for my disability and the disrespect for the other people travelling. Reason for this review is the Albury Station must always be manned or have security if not as l felt terribly unsafe and very scared, and it's a disgrace to the beautiful city of Albury. Also a major complaint to all the staff on this train on the Sunday night train so very uncaring and unthoughtful and not helpful at all as l had to ask for help as well getting off the train from a person on the platform, NOT GOOD NSW TRAINS, lift your game.

Shocking experience - will never book any transport with them again!! I booked a train trip Bundanoon to Sydney and it was changed to a bus with NO notice even though they have me email. Long and short - 30 minutes after the coach was supposed to arrive I’m still standing on a corner outside in the cold in bundanoon. I had an important meeting… Read more

to get back to Sydney for and this is now clearly not happening. All I’ve been tol is it hasn’t left Canberra yet!!

One of the worst comfort seats I have ever been on. My back is still aching. If you are tall stay away from this train. First class is terrible. If the person in front puts there chair back you will be locked into your seat the seats are so uncomfortable appear to be from the 1980,s. So hard. Take a cushion if you must travel on this out of date train. Show details