Accessibility information

Most buses, trains and harbour ferries cater for people with disabilities or those with limited mobility. This information is also available in the 'Your guide to Metlink' leaflet.

The international symbol to the left indicates that the vehicle is accessible to everyone, regardless of their ability. Although many people with disabilities don’t use wheelchairs, the symbol is used to represent the general concept of accessibility.

The information provided here includes;

• Kneeling buses
• Wheelchairs and mobility scooters
• Visual impairments
• Hearing impairments
• Other information you may find useful

 Kneeling buses

Valley Flyer, GO Wellington, Mana Coach Services, Newlands Coach Service, Uzabus Fleet and Tranzit Coachlines have kneeling buses. These buses can expel air out of their suspension on one side to reduce the step height. To get a bus to kneel, simply ask the bus driver. Kneeling buses are not route-specific.

All of the major bus operators in the greater Wellington region have some wheelchair accessible buses but not all of the buses kneel. Buses that do not kneel are wheelchair-accessible using ramps, where the bus stop allows.

 Wheelchairs and mobility scooters

Bus

Most Valley Flyer, GO Wellington, Mana Coach Services, Newlands Coach Service and Tranzit Coachlines buses are wheelchair-accessible. Mobility scooters are not allowed on buses.

The following bus routes are operated entirely with wheelchair accessible buses;

• 21 Wrights Hill - Vogeltown
• 24 Miramar Heights
• 43 Khandallah - Strathmore
• 44 Khandallah - Strathmore
• 91 Airport Flyer
• 110 Upper Hutt
• 81,83,84,85 Eastbourne
• 200 Masterton - Martinborough
• 201 Masterton West
• 202 Masterton South and East
• 203 Masterton - Lansdowne Circuit
• 204 Woodside Station - Greytown
• 290 Otaki

When replacement vehicles are used because of servicing or breakdowns on routes 200-204 the vehicle is not wheelchair accessible.

Wheelchairs must meet the following criteria;

• Wheelchairs up to 70cm wide and 90cm long can be carried on most services.
• The minimum space available for the wheelchair is 70cm by 120cm.
• The combined weight of a self-propelled wheelchair and its user must not exceed 200kgs. For powered wheelchairs it must not exceed 250kgs.

Train

Accessibility for wheelchairs and mobility scooters on trains will be improved substantially as more Matangi trains are introduced on the network. Every second carriage of each Matangi train has a low floor area. In this area there is no step at the door, and the area is designed especially to accommodate wheelchairs and mobility scooters. There are wheelchair ramps and securing belts, please ask train staff for assistance.

Ganz Mavag and Wairarapa trains are fitted with wheelchair ramps or hoists and have designated wheelchair/mobility scooter areas with securing belts. Please ask train staff to assist you.

Conditions of carriage
When wheelchairs/mobility scooters can be carried, they must meet the following conditions:

• Wheelchairs/mobility scooters up to 65cm wide and 112cm long can be conveyed on most services.
• Mobility scooters will not be accepted on any services between the hours of 6.30am to 9.00am and 3.30pm to 6.30pm Monday to Friday inclusive.
• Wheelchairs/mobility scooters must be able to turn within a 95cm radius.
• The collective weight of the wheelchair/mobility scooter,passenger and helper must not exceed 300kg when using the ramp. 
• Wheelchairs/mobility scooters must be in a safe and good working condition. 
• Luggage and bags must not be attached to the wheelchair/mobility scooter, especially when using the ramp. 
• Wheelchair/mobility scooter users must provide their own helper if manual lifting and heavy handling of the wheelchair/mobility scooters is required. Train staff will not operate mobility scooters.
• If you do wish to use a folding wheelchair you must be accompanied by enough helpers to allow you to travel safely, including getting onto the trains, changing trains where necessary and leaving the train at your destination. Your helper(s) must store the folded wheelchair if necessary.
• Wheelchairs/mobility scooters must be secured in the allocated space using the restraints with wheelchair brakes applied. In the case of powered aids, the power is to be switched off.

Access

Access to train services is affected by three considerations:

• Access from the street to station platforms.
• Access from the platform to/from the train i.e. ramp or hoist access.
• Space and availability on the train i.e. designated space with restrains.

Unfortunately some of our stations have steep ramps or large gaps between the platform and train. The stations that are inaccessible by ramp are Crofton Downs, Awarua Street,Box Hill, Takapu Road and Kaiwharawhara Stations. 

Our train fleet consists of a variety of train types, with some more accessible to people using wheelchairs and mobility scooters than others. We do need to allocate the train type to suit the different conditions (terrain, tunnels etc) of each of our lines. As a result our ability to provide services to people using wheelchairs and mobility scooters differs depending on which line and which train type you are travelling on. 

Buses replacing trains

Buses replacing trains are not always able to carry wheelchairs, particularly when supplied at short notice. For planned replacements there will be at least one wheelchair-accessible bus per train line. To find out which service this will be please call Metlink on 0800 801 700.

Harbour Ferry

There is limited capability for wheelchair access. The crew will make every effort to ensure wheelchair users can come on board. Motorised wheelchairs in particular are very difficult as crew have to lift them on board. In most cases top deck access is available as the wheelchair can be wheeled or lifted up the gangway and this allows disembarkation from the top deck on outlying wharves.

 Visual impairments

On the Route 91 Airport Flyer buses and Matangi trains the visually impaired can listen for the audio announcements for the next bus stop.

Train stations that have been upgraded to allow for the arrival of the Matangi trains have tactile indicators along the platform.

 Hearing impairments

For those who are hearing impaired, Route 91 Airport Flyer and Matangi trains have visual announcements of the next stop on a display at the front of the bus/train.

Hearing loops are available on Wairarapa, Matangi and SE trains in the designated area for wheelchairs and mobility scooters.

 Other information you may find useful

• Park and Ride car parks
• Total Mobilty
• Priority seating