At V/Line, we aim to make your journey as comfortable and safe as possible.

Wheelchair and mobility aid access

All V/Line stations are accessible for customers with mobility aids and most of our trains can be accessed via a portable ramp that our conductors operate.  Most V/Line coaches have an allocated space for mobility aids.
 
To check whether the service you would like to travel on is accessible, use the plan a journey tool. If the accessible symbol isn't indicated next to your service, you require special assistance or you have any concerns, please call 1800 800 007 (6am-midnight) to discuss your needs before you travel.
 
Conductors and station staff are available to assist you throughout your journey.

Accessible toilets are available on all Sprinter and VLocity trains. Limited accessible toilets are available on locomotive-hauled services.  

To travel on V/Line services with a mobility aid or wheelchair, it must:
  • fit within an allocated space of 1300mm (length) and 800mm (width)
  • be no more than 750mm wide at a height of 300mm above the ground to fit between the wheel axles of a coach
  • have a total combined weight of less than 300kg, including the mobility aid, its user and any attendant
  • have anchor points for travel on a V/Line coach.
Visit the mobility aid section of the Public Transport Victoria website for full mobility aid specifications.

Customers are not permitted to travel in the conductor’s van on locomotive–hauled services, unless you are travelling between an unstaffed station and a staffed station where alternative transport will be arranged. You can store your mobility aid in the conductor’s van if you are able to move to a seat in the carriage. 
 
In the event that we have to replace trains, not all coaches and buses will be accessible. We will make alternative travel arrangements for you as long as your mobility aid meets the dimension requirements.

Boarding Assistance Zone

Customers who require assistance to board a V/Line service can approach V/Line staff or wait in the Boarding Assistance Zone for help.  
 
Boarding Assistance Zones are located on platforms 3A and 15A at Southern Cross Station.
 
They are also on all other V/Line platforms across the network.


Staff can still assist customers who wait in other areas of the platform but waiting in the zone makes it easier for our staff to see that you need help. 
 


 Try Before You Ride 

Join us to learn more about how to safely travel on trains, coaches, buses and taxis.

You can have the opportunity to boost your confidence by practicing how to board and alight a V/Line train, coach and a low floor bus.


If you would like more information on the next Try Before You Ride session please email community.relations@vline.com.au 


Assistance animals

Guide dogs, guide dogs-in-training, hearing guide dogs and animals identified by an Assistance Animal Pass are permitted to travel on all public transport services. 

The Assistance Animal Pass has been developed to assist people with a disability who are unable to use public transport without a trained assistance animal. 

A seat must be booked for your assistance animal on reserved V/Line services, however they travel for free.

More information about assistance animals can be found on the Public Transport Victoria website.


Luggage assistance

If you have difficulty carrying your own luggage on board, you can book it through to some destinations using V/Line’s checked luggage system.  Please call us on 1800 800 007 to check if this is available on your service.

Conductors, station staff and coach drivers are available to assist you throughout your journey.

Travellers Aid has services at Southern Cross and Flinders Street stations.

For more information about these services, visit the Travellers Aid website.


Communication tools

Communication tools have been developed to help customers and staff communicate about travelling on V/Line. 

The tools are available at staffed stations and on trains. You can also download and print them by clicking the link below.

These communication tools are copyright material and must not be used or replicated for commercial purposes unless expressly agreed to by V/Line.
 

Click here to find out more about the Communications Access Symbol.

Accessibility Action Plan 2015-18

We are making sure that all customers have easy and open access to V/Line services. We have developed the 2015-18 Accessibility Action Plan (AAP) to outline the actions we will take to show our commitment to accessibility.

For more information about what we're doing to improve accessibility around the network, click here. 

Accessibility Action Plan 2015-18
PDF   6.7 MB

If you'd like a hard copy version of the plan, please email community.relations@vline.com.au.