Extra Travel Guidance

Turn on service alert notifications in your Metlink app account to receive the latest information about disruptions, additional services, capacity changes and travel advice for upcoming games and events.

Additional services are generally not provided on the Wairarapa Line for games and events due to lower passenger demand. Customers should check the timetable and plan their journey accordingly.

Fares

Standard fares apply to most events and games. These are checked by onboard team members. 

Combined event and travel tickets are arranged through commercial partnerships with event organisers and will be noted on your event ticket.

For the easiest way to pay, we recommend using a Snapper card, a Metlink Explorer Day Pass, or contactless payment on buses and trains.

Child fares

Standard fares apply for children travelling to events and games.

To get the best value, children should use a registered Snapper card and remember to tag on and off for every journey.A child under 15 is included in the Metlink Exploreer ticket available.

Children under five travel free.

Tagging on and off

Please remember to tag on and off whenever you travel by public transport.

If you are travelling by bus, please tag on and off on board. If you are travelling by train, please tag on and off at the station validators before and after your journey.

Please keep proof of payment with you while travelling. If you are asked to show it and cannot, you may receive a $150 infringement notice.

Sometimes, through commercial agreements with event organisers, travel is included with your event or game ticket- this will be advertised on Metlink communication channels.

You will need to show a valid ticket if this is the case.  If travel is not included, standard fares will apply.

This does not apply to Airport Express or East by West Harbour Ferries.

All Metlink buses and trains have clearly marked priority seating(external link) areas for passengers with disabilities or mobility needs, the elderly, pregnant persons and caregivers with small children. Newer buses and trains on all lines, except for the Wairarapa Line, have high-contrast floor markings, green seat coverings (instead of the usual blue), and priority seating area stickers.

Passengers requiring a seat are encouraged to ask other customers seated in priority seating areas for their seat, if they feel confident to do so. We recognize that not all disabilities or impairments are visible, and encourage passengers to ask the driver to request passengers to vacate seats, if needed.

Metlink does not manage Charter services

Metlink does not provide or manage private or charter services. Our operators manage their own charter bookings directly. Contact details for operators can be found under the About Us section.

Metlink does not offer bookings or reservations for public transport services.

If services are busy or full, some or all of your group may not be able to ride the same service together. We encourage larger groups (10 or more people travelling together) to travel during off-peak periods to minimise the possibility that we may not be able to accommodate your group.

Large school groups (10 or more students) on public services must be supervised by responsible adults. For more information on dedicated school bus services, see Schools Guide.

Metlink does not offer group fares.

Multi tag-ons are not possible for train trips, since the validators on the platforms do not have the capability to select multiple passengers. 

If you plan to travel in a large group:

• By bus - We recommend contacting Metlink as early as possible before you travel on 0800 801 700 so that we can notify the bus operator of a large group wanting to board.
• By rail – We recommend that you notify Metlink rail ticketing staff 10 working days in advance of travel plans. Please email: tdw.ticketing@transdev.com.au
• By ferry - We recommend that you notify East By West ferries in advance of travel plans by phone on 04 499 1282 or email: info@eastbywest.co.nz

For full details about travelling in large groups, see Conditions of Carriage.

Have your card or fare ready

Have your Snapper card out, or your cash ready for the driver or train staff. This speeds up the boarding process so that everyone can get where they're going on time.

On at the front, off at the back. 

By exiting through the back doors you won't collide with people boarding the bus.

Slide across to window seats

We ask that passengers sit in seats by windows if possible, and leave aisle seats open for the next person. If you're getting off soon and another passenger wants to sit in your row, you can offer to swap with them so that it's easier for you to exit when you've reached your stop.

Hold on if you're standing up

For your safety, hold onto poles and handles throughout the vehicle, and reduce distractions, such as mobile phones, while the bus is moving.

Up top? Sit down.

Top decks of double deckers are for seated passengers only. Seat count screens in the stairwell will tell you how many seats are available before you head upstairs. Passengers must not be in the stairwell while the bus is moving. Please wait until the bus has pulled completely into a bus stop before coming down the stairs.

Press the button in plenty of time

Drivers need time to signal and slow down as they approach a bus stop. If no one is waiting at the stop, and the "Stop" button hasn't been pressed, drivers will pass the stop. 

Getting a seat on the train

Trains can be very busy during peak commuter times. There are some things you can do to make it more likely you can get a seat:

• Catch the services starting further down the line – for example, if you live in Tawa catch the services that start in Porirua, rather than those that stop at Paremata and Plimmerton.
• Get in a carriage towards the end of the train – the carriages that arrive and depart closest to Wellington Station are the most popular. Try walking up the platform to the carriages further away.
• Travel earlier or later during the peak period 

The main priority of drivers and Metlink staff is to ensure passengers' safety and security. Their role includes applying these guidelines and communicating them to passengers.

• For safety and security reasons, staff members are not required to help passengers get on and off
• Staff members can take reasonable steps to require passengers to stow their prams safely so they don't obstruct the aisle or prevent other passengers getting on or off safely
• Staff members can ask a passenger who is not prepared to follow the guidelines to leave the bus or train
• If a bus is capable of "kneeling" (lowering), the driver will kneel the bus to make it easier for customers with prams to get on and off
• Bus drivers will remain stopped until all prams are secured

For more information, see Conditions of Carriage

Most Metlink buses and trains are wheelchair accessible, which makes them accessible to prams as well. Some buses can "kneel" while stopped, and accessible train carriages are clearly marked.

Some large buses have both wheelchair and pram priority seating areas, while smaller buses have one priority seating area. On newer buses, the priority seating areas are easily recognizable by the green seats.

Prams must not be placed in aisles, or anywhere else that could prevent other passengers getting on and off safely.

People in wheelchairs or with limited mobility take priority over prams in priority seating areas, as these are the only spaces where they can travel safely. If a pram is already using the designated wheelchair space when a person with limited mobility needs it, the pram must be folded and stowed safely, and the child seated on the carer's lap. The carer and child are not expected to leave the bus or train.

Prams larger than the maximum dimensions (or that block aisles or doorways) must be folded and stored safely for travel.

Maximum Dimensions:  70cm wide and 90cm long.

Prams must not have shopping bags, luggage, or any similar items hanging from the handle, as this can make them fall over. Items should be removed and stowed in the luggage rack. 

Prams may need to be folded and stored in luggage racks in some circumstances, and this includes additional items and bags in the pram.

Buses and trains have limits to the number of people they can carry safely. Full buses and trains may not be able to pick up waiting passengers, including those travelling with a pram or children. The best time to travel with prams and children is off-peak, as there is generally more space available.

All folded prams can be carried on board the bus replacement services when stored in the luggage areas, however, non-foldable prams may not be able to be carried on all bus replacements. Please talk to on-board staff when boarding.

Just like all passengers, little ones should not be eating food or drinking from containers without lids while on board. In general, it is safest not to feed young babies in a moving vehicle, even if they are in a pram or held by their carer. Carers with crying babies or children won't be asked to leave the bus.

If any messes happen, we ask carers to do their best to clean up, and inform the driver as soon as it's safe to do so. We ask that nappies are not changed on board.

Buses and trains are moving vehicles and can brake or turn suddenly. Public transport vehicles don't have seatbelts, so it is safest for small children to be seated on a carer's lap, and not standing or climbing on seats or in aisles. Children old enough to sit by themselves in a seat should still be closely attended by a carer to ensure their safety. However, when services are busy, we ask that children are seated on a carer's lap to free up a seat for another passenger.

If carers want children to remain in their prams while they're on the bus or train, the brakes must be applied, the child securely fastened into the pram, and pram must be able to go down the aisle and be stowed fully in the priority seating area. Prams should be positioned away from the direction of travel, if possible.

Disability assist dogs can travel for free on all Metlink trains, buses, harbour ferries and taxis at any time of the day, when accompanied by their disabled handler or someone involved with their training. This is specified under the Dog Control Act 1996.

Customers are expected to offer passengers with assistance dogs priority seats and are expected to give up priority seats if asked. Assistance dogs must sit on the floor beside you or under your seat, not on a seat or on your lap. Assistance dogs are not required to be in pet carriers like domestic pets.

A disability assist dog is a dog certified by a recognised organisation as a dog trained or being trained to assist a person with a disability. Handlers must be able to provide a form of identification to Metlink staff from one of the registered organisations below:

• Blind Foundation
• Hearing Dogs for Deaf People New Zealand
• Mobility Assistance Dogs Trust
• New Zealand Epilepsy Assist Dogs Trust
• Top Dog Companion Trust
• Assistance Dogs New Zealand
• Perfect Partners Assistance Dogs Trust

Under the new Conditions of Carriage you are able to take your pet on Metlink trains and bus services during off-peak times.

Domestic pets are allowed to travel during off-peak times on all Metlink trains, buses and harbour ferries as long as they are fully enclosed in a suitable pet carrier - not just a bag or backpack. The pet carrier must be stored securely in the available space for luggage or on the passenger’s lap. The good news is your pet travels for free.

Other things to be aware of:

• Domestic pets and their owners, like everyone else, must give up priority seating to those who need it, including those with a disability, the elderly, caregivers with prams or small children, and pregnant mothers
• Your pet is your responsibility, including getting on and off the bus, train or ferry
• You can only take your pet during off peak times (9:00am to 3:00pm and after 6:30pm during week days, and all day weekends and public holidays)
• If the vehicle is crowded, Metlink staff can ask you to wait for the next service
• If your pet is disrupts other customers you may be asked to get off at the next stop or station
• Pets are not permitted on ferries travelling to Matiu/Somes Island as this is a wildlife sanctuary
• It is dangerous for pets, owners and other customers if pets are not on a lead on train platforms, in station carparks, or at bus stops