A Barungguan woman has engaged a legal firm to seek damages following an incident at a Queensland train station on November 12.
Louise Francine Carney claims she was racially discriminated against during an interaction with staff.
The 44-year-old had purchased a $329 ticket for a sleeper carriage on the Spirit of Outback which was due to depart at 1:17 AM on November 12.
But when Ms Carney tried to get on board the delayed train at Rockhampton station, she said a woman wearing a Queensland Rail shirt began yelling at her.
“I went to put my hand on the button to get into the train and she’s gone, 'Hey, that's not your train, get off!' Ms Carney told NITV News.
“She didn't even ask to see my ticket.”
“Part of me thinks if I was blonde, white, wore a dress and high heels with a little roller bag, maybe I would have been let on that train.”
After watching the train she was supposed to board depart Rockhampton station, Ms Carney said she tried to seek some assistance from staff members.
Ms Carney alleges that she was "gaslighted" by employees.
“The lady who told me to get off the train said, 'Oh, that must have been a passenger (who yelled at you),' Ms Carney said.
“As she said that, a security guard with a dog went up and stood behind them.”
“I felt really intimidated... I just started crying.”
Ms Carney said she was told to return to the station at 6:00 AM if she wanted to get a refund.
When she returned, Ms Carney said she was treated with respect by an employee who issued her a refund without question.
She made a formal complaint on Monday 15 November to the railway operator’s customer feedback phoneline.
She said her version of events was questioned again.
“I spoke to (a representative) and he was like, 'How do you know that it was a Queensland Rail staff that actually told you to get off?'"
“He kind of put it back on me, saying he could understand that I was tired and frustrated…”
Queensland Rail responded to Ms Carney’s complaint in an email the same day, apologising for her experience and informing her they were investigating the complaint.
She received a full refund of $329 on 17 November, but she said she hasn’t heard from the railway operator since.
“I’ve received the money I was owed, but I would have rather not had that experience and be in Brisbane with my father,” Ms Carney said.
“My mum and dad taught me how to treat people, and I knew that wasn’t the right way.”
Ms Carney’s lawyers at Central Queensland Legal addressed a letter to the manager of Queensland Rail Travel Centre Brisbane on 17 November requesting $10,000 in compensation for "hurt and humiliation”.
The letter also requested that "sensitivity training" be given to the staff members involved.
Queensland Rail CEO Nick Easy told NITV News in a statement that "the matter is currently under investigation" and due to this, the company could not comment any further.
CQ Legal solicitor Caitlin Dee told NITV News she hasn’t yet received a response from Queensland Rail.
