Terms and Conditions

These terms and conditions apply to all tours made available by the West Coast Wilderness Railway (WCWR). By making a booking for a tour, you warrant that you have read these terms and conditions and agree to be bound by them.

If the booking for a tour is made through a third party, the terms and conditions of that third party also apply.

General Terms

West Coast Wilderness Railway will endeavour to provide your tour but reserves the right to refuse requests and bookings due to insufficient or excessive numbers of requests.

All tours are subject to availability, minimum participation requirements, and prevailing weather conditions at the time of operation. A tour may be cancelled up to the time of departure if it is the opinion of the tour operator, that the weather or any other conditions are unsafe to conduct the tour. A full refund will be applicable in this event.

Where a steam locomotive is not operable, heritage diesel locomotives may be used instead.

Code of conduct

For the safety and enjoyment of all passengers, all ticket holders are bound by the following:

  • Passengers are asked to abide by the requests of the person in charge / stewards
  • The master or steward in their absolute discretion may vary the itinerary and/or issue instructions to passengers in response to weather conditions and/or safety concerns
  • The operator reserves the right to alter the timetable or advertised traction/ transport, vehicle if circumstances warrant or subject to demand
  • The operator assumes no responsibility for the personal property of passengers
  • Passengers are required to respect the comfort of the fellow passengers and staff
  • Adult passengers are solely responsible for all aspects of their children’s behaviour and ensure their compliance with all reasonable instructions
  • Responsible service of alcohol is adhered to in accordance with the operators liquor license
  • The operator has the right to inspect and/or impound any baggage or parcels


For your own safety during an emergency, you must be able to climb off the carriage independently and walk a short distance along uneven ground. Passengers unable to meet these safety requirements may not be permitted to travel.

WCWR requests that all passengers with unique access requirements contact us directly to discuss your needs. Onboard storage for mobility aids is limited and must be booked with our ticketing team in advance.

Large aids, such as electric wheelchairs are not able to be accommodated onboard. Please contact us at [email protected] or by phone on (03) 6471 0100 to discuss your needs further.

Booking Policy

All tour bookings must be paid in full at the time of reservation. By providing credit card details you warrant that you have the authority to use the credit card and you authorize the West Coast Wilderness Railway to charge the cost of your booking to the credit card.

Passengers may not travel without a valid and age-appropriate ticket. Adults may not travel on child tickets under any circumstances. Incorrect tickets will be considered forfeit and will not be eligible for refund.

Cancellation Policy

Cancellations made 72 hours or more prior to scheduled tour start time do not incur a cancellation fee

Cancellations made less than 72 hours prior to scheduled tour start time incur a cancellation fee of the full ticket price for tour booked.

Passengers should not travel if unwell. If a passenger is unwell the morning of departure, a minimum of 1-hours’ notice is required. Refunds due to illness is at the discretion of WCWR staff.

If a deposit has been made:

  • And the amount of the deposit is more than the cancellation fee then the cancellation fee will be deducted from the deposit and the balance of the deposit will be refunded;
  • And the amount of the deposit is less than the cancellation fee then the deposit will be taken in part payment of the cancellation fee and the balance of the cancellation fee will be charged to the credit card held as a guarantee.

No refund will be given for any non-used services or non-arrival. Cancellations must be made by notifying the West Coast Wilderness Railway on (03) 6471 0100 between the hours of 8am and 4pm business days.

In the event that the West Coast Wilderness Railway or a third party operator cancels a tour you have booked then all monies paid for your booking will be refunded in full within 14 days of the cancellation.

The liability of the West Coast Wilderness Railway arising from any cancellations of tour bookings by the West Coast Wilderness Railway or a third party operator is limited to the amount paid for the tour booking.

Child Policy

Children 17 years and under are entitled to child fares on the West Coast Wilderness Railway.

Children under 2 years of age are classified as infants and travel free (maximum of one infant per paying adult). Infants are not guaranteed a seat.

WCWR reserves the right to request proof of age for children travelling on child and family tickets. Should proof of age not be available, the full adult fare may be charged or carriage may be refused.

Further terms and conditions as stated at ticket collection may also apply.

COVID-19 Safety Conditions of Carriage

The below conditions are designed to provide the safest environment for our staff and customers:

  • Guests are expected to comply with all State and Federal Government directives regarding vaccination status, testing, quarantine, isolation and other public health directives, including mask wearing (of approved masks).
  • Guests are strongly encouraged to wear a mask while onboard the train. Mask-wearing when not on board is at the discretion of each passenger.
  • Sanitisation stations are in each carriage and guests are required to utilise these before boarding. If you are allergic to certain brands of sanitiser, you are encouraged to bring your own as you will still be asked to sanitise.
  • Temperature check stations are located at Queenstown and Regatta Point Stations. Guests may be subject to temperature checks and expected to comply with all requests to do so.

We acknowledge that scanned temperatures can be impacted by a number of factors. Passengers that record a temperature over 37.5 C at our primary stations will be asked to re-test again within 10-15 minutes. If the high temperature persists, passengers will be unable to travel and provided with a full refund.

The West Coast Wilderness Railway team recognises that changes to the COVID Safety landscape are constantly evolving and, as such, reserves the right to update the above terms and conditions based on any additional requirements enforceable by law.

Failure to comply with these conditions may result in refusal of services and / or travel. No refunds will be provided to passengers and customers that fail to comply with such directives.


The West Coast Wilderness Railway is committed to protecting the privacy of the personal information that you provide. Please see our extended Privacy Statement.

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