Abstract This study aims to determine the stiffness values of under sleeper pad (USP) and rail pad (RP) components to reduce the high-amplitude vibrations that occur in the transition zones of some specific structures such as viaducts in ballasted railways. The conventional method of simulating USPs and RPs as spring–dashpot elements in the Kelvin–Voigt model is inadequate due to the absence of frequency and temperature dependencies in the model. The study proposes a new analytical model that considers USPs and RPs as viscoelastic (VE) materials and integrates them into the ballasted railway superstructure model by adding unit masses avoiding mathematical singularity. The process includes material testing, field measurements, and validation of the proposed model with finite element model analysis. The effect of ambient temperature and material modelling on the superstructure’s dynamic response in the frequency domain is analysed in detail. To account for VE behaviours of the resilient elements, the generalised Maxwell model (GMM) is chosen via unit mass implementation compared to other VE models. The obtained results show that the dynamic response of the railway superstructure is 8–10 times sensitive to temperature variation. This demonstrates how important it is to include the temperature-dependent dynamics of the elastomer material in the model. According to the other results that were obtained, the use of USP in transition zones does not solve the vibration problem radically. Bridge dynamic responses are also sensitive to the mass of the bridge rather than its stiffness.