Accessibility

Reduced Mobility

Wheelchair Accessible Carriages Available

We cater for wheelchair users! Read on to find more specific information related to booking process, access, parking and boarding.

Booking tickets for an accessible carriage

We require advice of any accessibility requirements prior to travelling so we can appropriately accommodate your needs and booking. There are accessible carriages where a ramp can be used to assist passengers with access requirements (including wheelchair users). To pre-book these carriages, please contact our customer service centre via email [email protected] or phone 03 9757 0700.

If you have any questions, please contact us so we can provide more details specific to your circumstances.

Car Parking and Arrival

PATHWAYS | There are paved pathways to Belgrave and Lakeside stations and the Lakeside Visitor Centre from the car parks as well as the Metro Train Station in Belgrave. Please note that due to the topography of the area, the pathways are steep and/or narrow in places. Please find more detailed information and photos specific to each station below.

Steep, paved Wig Wag To Belgrave Station from Metro Car Park and Belgrave Metro Train station

Pathway to Puffing Billy's Belgrave Station from the car park and Metro Train Station.

Pathway From Belgrave Metro Train Station To Puffing Billy Railway

Steps From Top Lakeside Car Park

BELGRAVE STATION

ACCESSIBLE CAR PARKING SPACES | There are two designated accessible car spaces at Gate 3 at Belgrave Station in Old Monbulk Road, Belgrave (view map here). From there, access to the station platform is via a ramp (the bottom of the "zig-zag path"). Wheelchair users should please note that this ramp is steep (refer photo). If you require further assistance getting from here to the platform, please contact us on 9757 0700 or 9757 0721.

Paved pathway to station from Accessible Car Parks. The pathway is bitumen but steep. It has white, wooden handrails. The path turns right on it's way to the Belgrave booking office. A sign directs passengers to follow the path to the right to check in.

Paved pathway to station from Accessible Car Parks at Belgrave station.

DROP OFF AREA | To assist passengers with reduced mobility and to avoid our steep pathway entrance to Belgrave Station, passengers may be dropped off at Gate 4 (view map here) which is in front of our Belgrave Station building in Old Monbulk Road. The area from the station to the platform is on one level.

There is also a paved walkway from the Belgrave Metro Train Station. Please note that this path is narrow in places.

Belgrave Station's drop off zone at Gate 4 is on one level with a bitumen surface. A steel gate is open, and a Puffing Billy building in heritage colours can be seen to one side.

Reduced mobility drop off zone at Belgrave Station's Gate 4.

A woman in a wheelchair in front of a yellow and brown painted wooden building. An old-style clock can be seen in the background, showing the departure of the next train. The woman is holding her Puffing Billy tickets and smiling at the camera.

Wheelchair user next to Puffing Billy's iconic clock, showing the departure time of the next steam train.

Lakeside Station & Lakeside Visitor Centre

ACCESSIBLE CAR PARKING SPACES | The Lakeside Visitor Centre has accessible car parking spots in two different locations, both located within the Emerald Lake Park Precinct, Emerald Lake Road Emerald (view map here):

Lakeside Visitor Centre Main Car Park: Three accessible car spaces. From there, access to the station platform is via a ramp. Please note that this ramp has a moderate gradient (see photos below).

Road sign showing the directions to two accessible car parking areas as well as a public car park.

Signage shows the way to the two accessible car parking areas at the Lakeside Visitor Centre.

Three accessible car parking spots, with a zebra crossing opposite.

Accessible Car Parking Spots near the main entrance to the Lakeside Visitor Centre.

A paved pathway curves to the right down to main entrance of the Lakeside Visitor Centre. The modern centre can be seen on the right, with a black roof, while the heritage Lakeside station is on the left with warm yellow walls and red roofs. There are handrails along the path, which is on an incline.

Paved pathway from the accessible car parks to the main entrance to the Lakeside Visitor Centre and Lakeside station.

Lakeside Visitor Centre Loading Dock: Two accessible car spaces. From there, you can access the Centre via a short wig wag pathway and step-free access to the alfresco deck entrance (see photos).

Two accessible car parking spots next to a building with black cladding.

Accessible car parking spots at the Lakeside Visitor Centre Loading Dock.

Paved walkway with white picket fence to a train platform.

Pathway from the accessible car parking spots at the loading dock to the alfresco entrance.

Ramp up to an alfresco deck. A train platform is located adjacent to the ramp.

A ramp provides step free access to the Lakeside Visitor Centre Alfresco Entrance.

LAKESIDE VISITOR CENTRE ACCESSIBILITY | The Lakeside Visitor Centre has step-free access throughout and features one of the Dandenong Ranges' few Changing Places Adult Change Facilities.

Lakeside Visitor Centre Corridor Next To Cafe

EMERALD LAKE PARK PRECINCT ACCESSIBILITY | Emerald Lake Park features many pathways to explore the precinct. The pathways around the lake have some paved and some gravel sections. Please note that due to the topography of the area, the pathways are steep and/or narrow in places.

Boarding and travelling onboard the train

Our station platforms are not at the same height as our carriage doors. Please note that between the platform and the carriage there is a gap that will require passengers to step up/step down when boarding or disembarking the train.

A man is disembarking the open side carriage. He is stepping down onto the platform and is holding on to the carriage doorway for balance.

When boarding and disembarking, there is a gap between the carriage and the platform outside.

ACCESSIBLE CARRIAGES WITH RAMPS FOR WHEELCHAIR USERS

Ramps are available for wheelchair users to board our accessible carriages. Our friendly volunteers on the day of travel will operate the wheelchair ramp. Please note that the width of the wheelchair ramp is 75cm.

Accessible carriage with double doors. The doors are open and the carriage is located at a Puffing Billy platform.

Accessible carriage with double doors at Puffing Billy's platform.

A ramp is attached to one of Puffing Billy's accessible carriages with open doors. A Puffing Billy volunteer can be seen operating the ramp to put it in place.

Wheelchair users and people with reduced mobility can board the accessible carriages via a ramp. The ramp is operated by Puffing Billy's volunteers.

Accessible carriage with ramp attached so wheelchair users can board the carriage.

Accessible carriage with ramp attached. The width of the ramp is 75 cm.

Young woman in a motorised wheelchair sits in one of Puffing Billy's accessible open side carriages. The train is travelling over a trestle bridge and green ferns can be seen outside. The young woman has warm clothes on and is wearing a face mask, and it looking out at the scenery.

Wheelchair user travelling onboard one of Puffing Billy Railway's accessible carriages as the train travels over the iconic Monbulk Creek Trestle Bridge.

Accessible toilets and Changing Places

Accessible toilets

Accessible toilets are available at Belgrave, Menzies Creek, Lakeside and Gembrook station platforms.

For visitors to Lakeside station, a second set of amenities is conveniently located inside the Lakeside Visitor Centre, next to the Railway Cafe. This set of amenities includes male, female, unisex, baby change, accessible and Changing Places toilet. Refer photos below.

Accessible bathroom on the Lakeside station platform with guardrail installed.

Accessible bathroom inside the Lakeside Visitor Centre.

CHANGING PLACES

The Changing Places toilet inside the Lakeside Visitor Centre is fitted with a height-adjustable adult-sized change table, hoist, peninsula toilet and privacy screen. Refer photos below. Please note, an MLAK Key is required to access the Changing Places facility.

The Changing Places facility in the Lakeside Visitor Centre has guardrails fitted, along with a room divider.

View to the doorway in the Changing Places facility, with a vanity seen on left and the adult change table and hoist seen on right.

No toilets onboard

Please note that there are no toilets on board the train itself.

Families with Children

SMALL STROLLERS RECOMMENDED

Due to the narrow carriage doors, we highly recommend that you bring a small, folding-type stroller or pram for your trip onboard Puffing Billy Railway. For you to have the pram with you in your carriage, it must fit underneath the seats. Prams that don't fit underneath the seats of the carriages will be stored in a different carriage and will be available for you when the train stops at your destination.

BABY CHANGE FACILITIES

Baby change facilities are available at Belgrave, Menzies Creek, Lakeside and Gembrook station platforms, along with a second baby change room inside the Lakeside Visitor Centre, which also has a feeding chair if you are looking for a quiet place to feed your little one.

BOTTLE WARMING

A microwave is available in the baby change room at Belgrave station and in the Lakeside Visitor Centre. Alternatively, please approach the staff at our refreshment rooms or the Railway Café, and they will be able to assist.

HIGHCHAIRS

Highchairs are available in Lakeside Visitor Centre's family friendly Railway Café, along with a kids menu for the little ones to enjoy. Find out more about dining at the Lakeside Visitor Centre here.

Family Departing Belgrave Station On Board

To help the little ones prepare for their day out at Puffing Billy Railway, a social story is available below.

Neurodiversity

Social stories

We have developed social stories for journeys departing from Belgrave station as well as journeys departing from Lakeside station, as the arrival between these two stations differ. Below, you will find both these social stories.

Family checking in at Belgrave station booking office window.

JOURNEYS STARTING AT BELGRAVE STATION

JOURNEYS STARTING AT LAKESIDE STATION

Front Of the Puffing Billy Lakeside Visitor Centre

OTHER SOCIAL STORIES

Social story for School Groups visiting as part of a Guided Education Program (PDF)
We also have social stories specific to most of our events. They can be found on the webpage for each event.

Adult autistic visitors

In March 2025, Puffing Billy Railway had the pleasure of hosting Alex Stratikis, an autistic travel writer, blogger and photographer who is also the founder of Autism Adventures Abroad. Alex travelled onboard Puffing Billy Railway from Belgrave to Lakeside return and has written a blog about his visit from the perspective of an autistic adult.

Read Alex's blog here

Young autistic man onboard one of Puffing Billy's open side carriages.

A MULTI-SENSORY EXPERIENCE

At Puffing Billy Railway, some areas are busy with a mix of multimedia, loud noises, low light, indoor exhibits, loud trains and/or strong smells. However, there are also quiet, light areas that are further from the train and with fewer people.

Cafe inside the Puffing Billy Lakeside Visitor Centre. The cafe is busy, with many people sitting down to eat at the same time.

The Lakeside Visitor Centre's Railway Cafe.

View of Emerald Lake (Lake Treganowan)

If you or anyone in your travel party experience sensitivity to sound, we recommend that you bring headphones or ear plugs along for your visit to Puffing Billy Railway.

Listen to Puffing Billy's Whistle

Ever wondered what Puffing Billy's train whistle and engine sound like? Have a listen here!

SOMETHING TO CONSIDER

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.

SENSORY MAP

We have a Sensory Map available for the Lakeside station and Lakeside Visitor Centre precinct.

Download Sensory Map (PDF 5.3 mb)

Carriage Dimensions

Our heritage open side carriages are narrow and have limited space. As a result, you may find the space restrictive, depending on your circumstances. Below, you will find a set of measurements and images that provide further information about our carriage dimensions. Kindly note that due to differences in height between platforms and carriages, some measurements may vary and the below is to be seen as a guide only.

External dimensions

Photo showing external carriage dimensions. Read below for a list of bullet points outlining the dimensions.

List of external dimensions

Height of carriage door: 1,750 mm
Width of carriage door: 600 mm
Height from platform to step into the carriage (approximate only): 150 mm
Space from platform to step up into carriage (approximate only): 250 mm
Height from step to the floor in the carriage: 300 mm

Internal dimensions

Photo showing internal carriage dimensions. Read below for a list of bullet points outlining the dimensions.

List of internal dimensions

Height of carriage door: 1,750 mm
Width of carriage door: 600 mm
Depth of bench seat: 400 mm
Height underneath bench seat: 500 mm
Width from bench seat to wall: 400-450 mm

Assistance Dogs

Guide Dogs and Assistance Animals are permitted to visit and travel onboard Puffing Billy Railway in accordance with Section 9 of the Disability Discrimination Act 1992. Assistance dogs must be always restrained by a harness or leash.

BOOKING TICKETS | When booking online, please advise us in the "Notes" section of the booking that you will have an assistance dog accompanying you on the day. If you have any questions, please contact our friendly Customer Service Centre team on [email protected] or (03) 9757 0700 during their opening hours: 9.00 am - 4.00 pm Monday - Friday and 8.30 am - 12.30 pm Saturday - Sunday.

Audio Guide

A Puffing Billy Railway audio guide is available.

The player includes transcripts and is compatible with screen readers.

Full Transcript

Puffing Billy Railway’s Story and History

Australia’s favourite historic steam train, Puffing Billy, is found in the heart of the Dandenong Ranges just one hour east of Melbourne.

Built-in 1900 to serve the local communities that lived in the hills, the famous Puffing Billy Railway provided transportation for a wide variety of cargo ranging from passengers to timber, livestock, potatoes and plants. It’s an iconic survivor of a turn-of-the-century initiative that included the development of four low-cost, narrow-gauge lines constructed in Victoria to open up remote areas, providing a lifeline to people living in the hills. Along with its passengers, Puffing Billy Railway would depart Melbourne laden with all manner of parcels, goods and supplies, and return from the hills with timber and farm produce.

But the line’s journey through time was not without its challenges. In 1953, a major landslide closed the tracks, and continued economic losses resulted in the closure of the line in 1954. Thanks to the strong public interest and the determined efforts of the Puffing Billy Preservation Society, the line was eventually cleared and reopened for train travel to Menzies Creek in 1962, Emerald in 1965, Lakeside in 1975 and Gembrook in 1998.

From its earliest days, the scenic track to Gembrook attracted tourists and day trippers seeking to escape the city and take a leisurely ride through the picturesque countryside. Today, Puffing Billy Railway continues to invite visitors to experience this century-old tradition every day of the year, except Christmas Day, thanks to the tireless efforts of more than 300 dedicated volunteers.

Embark on a journey back in time and indulge your nostalgia for yesteryear by taking a trip aboard this living piece of history!

Introduction to the Steam Train Experience

Feel the magic of steam train travel from the moment you arrive, as you become captivated by the aromatic mist of steam swirling around the locomotive’s chimney and are greeted by the evocative sound of the train’s whistle.

Climb aboard the open-side carriages for a peaceful journey through the magnificent Dandenong Ranges. Relax and inhale the fresh air of the surrounding temperate rainforest, brushing past lush fern gullies and under towering mountain ash trees.

Be lulled by the gentle rhythm of the engine as it meanders over the hills. Feel the rumbles and bumps of the track below and be invigorated by the wind rushing across your face as the train rumbles over trestle bridges, down the valley and into the fresh crisp forest on the original mountain track between Belgrave and Gembrook.

Enhance the Steam Train Experience

Puffing Billy Railway proudly hosts a diverse lineup of exciting events that guarantee unforgettable experiences for visitors of all ages. From enchanting seasonal celebrations such as the captivating Train of Lights and the intrigue of Murder Mystery dinners to family-friendly fun like Day Out with Thomas™ or the adrenaline of the Puffing Billy Running Festival, each event invites guests into the rich heritage of steam train travel and the scenic wonders of the Dandenong Ranges.

Getting to Puffing Billy Railway

Puffing Billy Railway is located in the picturesque Dandenong Ranges, only 40 kilometres (or one hour drive) east of Melbourne. Puffing Billy Railway’s Belgrave Station is accessible via public transport, either via the Belgrave Metro Train line from Melbourne CBD, or bus from Melbourne’s eastern suburbs. To find your way from the Metro Train Station in Belgrave to Puffing Billy Railway's Belgrave station, follow the blue line painted on the platform for a short 2-minute walk along an accessible pathway to Puffing Billy Railway. If you require verbal directions, please ask the station attendant. For public transport journey planning information please visit the Public Transport Victoria website at ptv.vic.gov.au/journey.

If driving to Puffing Billy Railway, there is parking available near both Belgrave and Lakeside stations, including accessible car parking spots. In Belgrave, there are two accessible car parks adjacent to the station. The nearby Metro Multilevel car park has 640 car spots and 16 accessible car spots. Lakeside has two main parking areas, including the Lakeside Visitor Centre Car Park with 3 accessible car spots.

If you are travelling on an experience departing from Lakeside Station, please note that public transport, taxi and Uber services are limited in the area, so self-drive is the main option.

Guests are required to check-in at the ticket window 60 minutes prior to the departure of their train, with check-in closing 30 minutes prior to the scheduled departure time.

Accessibility

Puffing Billy Railway is committed to offering an enjoyable experience for everyone and has a range of accessible facilities available to help ensure a comfortable, safe and enjoyable journey.

Puffing Billy Railway is an affiliate of the national Companion Card Program, offering free or reduced cost travel to carers assisting registered Companion Card holders with disability. To make a booking using a Companion Card, or for any other accessibility enquiries, please contact the friendly Customer Service Centre team on [email protected] or (03) 9757 0700 during their opening hours: 9.00 am - 4.00 pm Monday to Friday and 9.00 am to 12.00 pm Saturday and Sunday.

Puffing Billy Railway welcomes visitors who use assistance dogs certified by a registered authority. When booking online, please advise in the "Notes" section of the booking that you will have an assistance dog accompanying you. Tactile ground surface indicators are installed at both the Belgrave and Lakeside Station platforms.

Guests with mobility-related access needs must contact Puffing Billy Railway directly to ensure they can accommodate your needs and booking appropriately. Accessible carriages are available, where ramps can be used to assist passengers with access requirements (including wheelchair users), but these must be pre-booked. The ramp width is 75 centimetres. All other carriages require passengers to step up or down over a gap between the platform and the carriage when boarding or alighting the train.

Pathways to Belgrave, Lakeside and Gembrook stations as well as the Lakeside Visitor Centre are all wheelchair accessible. Designated accessible parking is available at both Belgrave and the Lakeside Visitor Centre. The Lakeside Visitor Centre, located within the Emerald Lake Park precinct is an accessible destination with ramp access throughout, and a Changing Places Adult Change Facility. Accessible toilets are located at Belgrave, Lakeside and Gembrook stations.

Puffing Billy Railway is a rich, sensory experience. A sensory map for Lakeside Station and the Lakeside Visitor Centre precinct, and a social story about the Puffing Billy Railway experience are available online. For these and other detailed information about accessibility, please visit puffingbilly.com.au and navigate to the dedicated Accessibility page in the ‘Visit’ tab.

Tactile Ground Surface Indicators

Both Belgrave and Lakeside station platforms have tactile ground surface indicators installed.

Tactile Ground Surface Indicators At Puffing Billy's Belgrave Station Platform

Tactile Ground Surface Indicators At Puffing Billy's Lakeside Station Platform With Open Side Carriages Visible.

Tactile ground surface indicators at the Lakeside station pedestrian crossing.

Companion Card Holders

DAILY EXCURSION TRAIN

Companions travel Free Of Charge onboard Puffing Billy Railway's daily, open side Excursion Trains and their client (who holds an Australian Government issued concession/health care card) pays a concession fare.

Events

Companions receive a 50% discount off the adult fare. Please note that there are no Concession fares available for events, so their client pays an Adult fare.

BOOKING TICKETS

To book tickets with a Companion Card, please contact our friendly Customer Service Centre team on [email protected] or (03) 9757 0700 during their opening hours: 9.00 am - 4.00 pm Monday - Friday and 8.30 am - 12.30 pm Saturday - Sunday. Companion card must be presented at the Booking Office on the day of travel.