The questions below are frequently asked by our passengers, and we trust you'll find the answer to some of your queries here.
If your query is not listed below, please contact our Customer Service Centre on (03) 9757 0700 or submit your inquiry here and we will be able to assist you.
Safety measures
Yes, you can! Discover wonderful wildlife and spectacular landscapes made for adventure while sitting on the sill of Puffing Billy’s open-side carriages; a truly iconic experience that cannot be found anywhere else in the world.
For more information, visit our sitting on sills page here.
You will be travelling on board a century old steam train that uses coal to fuel the fire and get the locomotive moving! This coal turns into soot and smut and occasionally when sitting in our open carriages can travel through the air and land on your lap or sometimes in your eyes.
We want you to enjoy a scenic ride through the magnificent Dandenong Ranges, so please consider this part of the experience before embarking on your journey. To best avoid the soot and marvel at Puffing Billy’s steam, passengers can bring along a pair of sunglasses or, if preferred, goggles, or bring along a hat.
Planning your trip and booking tickets
View our current timetable on the Fares & Timetables page.
Yes, visitors of all ages (including children under twelve months) will need an online pre-booked ticket to visit the Railway. You will not be able to book tickets at the booking office or walk-up on the day.
Only return tickets are available and these must be pre-booked online. Tickets will be for set return journeys, which means that the forward journey you select will determine what time your return journey will be. There will not be any open return tickets available. For more details, have a look at the Fares & Timetables page.
Due to the nature of our carriages, we can only allow a maximum of 28 people per carriage. Visitors can book their own exclusive open-side carriage for groups of up to 28, offering a unique and private outdoor experience with family or friends.
If you hold an existing special guest pass or gift voucher and you wish to book a visit, please contact our Customer Service team via info@pbr.org.au or call on 03 9757 0700. Please note, you will be required to provide proof of your Special Guest Pass by scanning/taking a photo of the pass and emailing it to the team as well as presenting it on the day of travel.
Puffing Billy Railway is committed to offering an enjoyable experience for everyone and has a range of accessible facilities available for our passengers, including
- Accessible carriages
- Social story and sensory maps
- Facilities for families with children
- Booking a trip with an assistance dog
- Audio guide
- Tactile Ground Surface Indicators
- Special rates for Companion Card holders
Find out more about Accessibility at Puffing Billy Railway here.
Our Customer Service team can help you book your ticket via email at info@pbr.org.au or on 03 9757 0700.
Carer Cards are not accepted at Puffing Billy Railway; only Companion, Health Care, or Concession Cards are valid for admission.
If you are travelling in a wheelchair, there are limited wheelchair spaces available onboard our heritage carriages. Please call our Customer Service Centre on 03 9757 0700 prior to travelling so that we can assist you in accommodating your needs. Find out more here.
Yes, we require everyone visiting Puffing Billy Railway to have a ticket. Please note children under the age of twelve months travel for free.
Prior to arrival
Puffing Billy Railway has gone cashless. Please ensure you bring your bank card on the day to make contactless payments.
For directions to our stations and parking, visit the Getting Here by car page.
Yes, but due to the narrow carriage doors, folding or narrow type pushers are the only types of prams which can be accommodated on Puffing Billy. Find out more here.
Please arrive at least 60 minutes prior to your departure time to allow time for parking, checking in at the Booking Office and boarding the train.
Upon arrival
Please proceed to the Belgrave booking office if you are travelling Belgrave to Menzies Creek return, Belgrave to Lakeside return or Belgrave to Gembrook return, to check-in.
If you are travelling Lakeside to Gembrook return, you must check-in at the Lakeside Visitor Centre Ticket Office. You will be required to read out the reference number that was issued to you in the booking confirmation email to our booking officer.
Yes, there will be a carriage allocation system and you will be notified on arrival of your allocation. Carriages will be cleaned regularly and during the stopover, however, please ensure you sit in the same carriage on the return journey.
Photos next to the train are permitted, however the following guidelines must be adhered to:
- Stand on the station platform behind the yellow line.
- Maintain 1.5 m social distancing between other people.
- No touching of the locomotive (train) as parts of it are hot.
Thank you for your cooperation.
If you fall ill while on site, please alert the nearest staff member, who will immediately notify our nominated Puffing Billy Railway Officer in Charge. Depending on the nature of your illness, a Puffing Billy Railway nurse may attend to assist you.
Retail, food and beverage
Merchandise can be purchased from the following locations:
- Belgrave Refreshment Room
- The Little Toot Cafe at Menzies Creek Museum (subject to timetable)
- Lakeside Visitor Centre
- Gembrook Station (subject to timetable)
Please note, Puffing Billy Railway has gone cashless. Kindly ensure you bring your bank card on the day to make contactless payments.
A variety of dining experiences are at the Lakeside Visitor Centre's family friendly Railway Café or grab something to go with our takeaway options.
Grazing Boxes are available to pre-purchase online with your excursion train tickets.
There are also takeaway food and drink options at Belgrave Station and the Menzies Creek Museum.
Please note, Puffing Billy Railway has gone cashless. Kindly ensure you bring your bank card on the day to make contactless payments.
Yes, you are most welcome to do this. However, we kindly ask you to take your rubbish with you off the train and dispose of at one of our nearby bins provided on the station platform.
If you didn't find the answer to your question on this page, please get in touch with us via the enquiry form below.