Passenger seeks answers after NSW TrainLink service misses Murwillumbah stop

A Murwillumbah woman said she was left stranded after a scheduled NSW TrainLink coach service failed to stop at the temporary bus stop on Monday evening, 6 July, leaving passengers to make their own travel arrangements or arrange overnight accommodation.

Amy Fallon, who grew up in Murwillumbah and was visiting family in the town, said she had booked the service the previous day to travel to Byron Bay for a short break.

Fallon said she had been advised by the Murwillumbah Visitor Information Centre that works at the railway station meant passengers would need to board from a temporary stop located at Alma Street.

She said she arrived at the stop more than 20 minutes before the scheduled departure time and was joined by another woman travelling to Casino, along with two teenagers heading to Mullumbimby.

“It was a cold, dark winter’s night, but the bus failed to turn up,” she said.

Fallon said the group waited before realising that the service was not coming.

“We then walked over to the Information Centre, who confirmed this,” she said.

Fallon said she was able to arrange a taxi back to her parents’ home but another passenger was left needing to find accommodation.

“This other woman was forced to find a hotel in town or sleep at the rail station,” she said.

“She was actually in tears at one point.”

Fallon said staff at the Murwillumbah Visitor Information Centre assisted the stranded passengers, including helping the woman travelling to Casino find somewhere to stay.

“The staff were wonderful in helping us, particularly in helping this woman find a place to stay in town,” she said.

“But they should not be having to sort this out after hours.”

Fallon said she contacted NSW TrainLink to report the incident and was told her feedback would be recorded and that she could be rebooked on a service the following day.

She said she was also initially advised her expenses would be considered, but was later told NSW TrainLink would only cover the cost of a replacement ticket.

“The next day, after I emailed NSW TrainLink, they called me and told me that they would not be reimbursing my expenses,” she said.

“They told me they would book me on a bus the next day and cover the cost of it, but it’s not good enough.”

Transport for NSW said it was working with the operator to contact affected passengers and arrange “appropriate refunds and reimbursements where required”.

“Customers who incurred reasonable additional expenses as a result of the incident are being assisted on a case-by-case basis,” a Transport for NSW spokesperson said.

Fallon said she was left around $150 out of pocket after the missed service, including accommodation and taxi costs.

“As I could not get to Byron Bay on Monday night, I am out of pocket for about $116 in accommodation and taxi fares to and from the bus station, which cost about $40,” she said.

“I am self-employed, so this is a lot of money for me.”

Fallon added that reliable public transport is particularly important for regional communities such as Murwillumbah.

“We are very isolated as it is with not enough bus services, and yet we are a town with tourists coming in and the authorities want to attract even more,” she said.

“We should have more bus services, but at the very least, the scheduled services need to show up.”

Transport for NSW apologised to the affected passengers and confirmed four passengers were not picked up by the booked NSW TrainLink coach service.

“We sincerely apologise to the customers affected and acknowledge the inconvenience,” a Transport for NSW spokesperson said.

The spokesperson said Transport for NSW had worked closely with the contracted coach operator to understand why the coach failed to stop and had followed a formal incident management process.

“The operator has provided assurances that steps have been put in place to prevent a similar situation occurring again,” the spokesperson said.