Accessibility guide

Passengers with disabilities or impairments, whether visible or invisible, are entitled to ask passengers sitting in a priority seat to give up their seat. Please communicate to the driver if you would like them to ask passengers to move from priority seats on your behalf.

Priority seating is available on nearly all Metlink trains Metlink buses, and is intended for the following people:

• People with disabilities and mobility issues
• People with prams or buggies
• Pregnant women
• Seniors
• Young children (under 5 years old)

Buses

The shared priority seating area at the front of most Metlink buses can be easily identified by the green seats and the wheelchair and pram symbols.

Trains

In Matangi trains, which serve all train lines except the Wairarapa Line, priority seating areas can be identified by the green seats, which are located in the low floor carriage. Look out for the wheelchair and bicycle symbols on the exterior of the train help to identify these carriages.

Disability assist dogs can travel 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.

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 and Metlink staff may request to see an identification card from one of these recognised organisations:

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

More information on travel with an Assistance Animal

Matangi and Wairarapa trains are fitted with a PA system and automated station information announcements.

Matangi train doors will not open automatically at each station. Each door has a button that needs to be pushed for the door to open. These green buttons can be operated when a signal is heard. A warning signal will sound before the doors close.

Railway stations that have recently upgraded platforms will have tactile indicators along the platform. 

Hearing Loops on trains

Matangi and Wairarapa trains are fitted with hearing loops and have passenger information displays inside the train showing next station announcements. Hearing loops are located in the designated area for wheelchairs and mobility scooters. Matangi trains display the final destination on the front and side of the trains.  

Matangi train doors will not open automatically at each station. Each door has a button that needs to be pushed for the door to open. These green buttons can be operated when they are illuminated.

Wellington Railway Station wifi-enabled hearing loop

You can listen to the Wellington Station announcements using headphones or Bluetooth-enabled hearing aids as long as you are in the vicinity of Wellington Railway Station.

• Download the free Sennheiser MobileConnect app for GooglePlay(external link) or iOS(external link)
• Open the Wi-Fi settings on your device and select ‘Wgtn Stn PA’ network
• Open the Sennheiser MobileConnect App and select ‘Wgtn Stn PA' to hear station announcements on your device.

Wheelchairs and other mobility aids are welcome on bus and train services on a first-come, first-served basis as space allows. Customers who need help to board a bus or train must travel with their own carer. Staff will deploy the wheelchair ramps or hoists, but cannot help with boarding or operate mobility scooters.

Wheelchairs and mobility devices 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.

If you use a folding wheelchair or and mobility device you must be accompanied by enough carers to allow you to travel safely, including getting onto the trains, changing trains where necessary and leaving the train at your destination. Your carer(s) must store the folded wheelchair if necessary.

Wheelchairs and mobility devices must be secured in the allocated wheelchair area using the safety restraints (if applicable). Brakes must be applied and the power (if applicable) must be switched off.

Buses

Most Metlink buses are accessible for wheelchairs and mobility aids. Priority seating areas on most buses are marked with green seats and wheelchair areas are clearly marked.

Maximum dimensions: 70cm wide x 90cm long

Weight limit: 250kg total weight including the user

A small percentage of the fleet are older buses that do not meet our current accessibility requirements. These buses do have ramps but they may not be able to accept larger mobility aids. They do have priority seating areas towards the front of the bus, but they might not have green seating. These older buses do not show as wheelchair accessible on our real time information signs.

Trains

All Metlink trains are accessible to wheelchairs and mobility devices, with allocated parking areas and securing belts. Buses replacing trains can’t always carry wheelchairs or mobility devices.

Trains on Hutt Valley, Melling, Kapiti and Johnsonville lines have low-floor carriages, and staff will lower ramps when required.

Maximum dimensions: 80cm wide x 130cm long, and able to turn within a 95cm radius 

Weight limit: 300kg total weight including the user and any helper on ramp.

All Wairarapa Line services have a wheelchair hoist for passengers in wheelchairs or prams. Weight for this hoist cannot exceed 364kg. Prams must vacate the wheelchair space for passengers using wheelchairs. If a passenger using a wheelchair chooses to sit in a regular seat, the wheelchair must be folded away and stored.

Weight limit: 364kg total weight including the user and any helper on hoist.

Harbour Ferry

There is limited capability for wheelchair and mobility devices 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.

Free mobility scooter hire

Wellington City Council and TSB bank provide a free mobility scooter programme at New World Railway Metro in Wellington Railway Station to help people get around and enjoy Wellington city.

The scooter is safe and easy to use and trained staff are available to show you how to use it. Anyone over the age of 18 with limited mobility, from wheelchair users to the elderly, can use it to move around the city.

This scooter is one of several available from 12 locations around Wellington city – Find out more on mobility transport and scooter hire(external link).

To book the scooter you just need to show some form of ID and you can book it for up to four hours – advanced bookings are recommended.

Access to train services is affected by three considerations:

1. Access from the street to station platforms
2. Access from the platform to/from the train ie ramp or hoist access
3. Space and availability on the train, ie designated space with restraints

These stations may be challenging to access without assistance due to steep ramps

Hutt Valley Line

• Ngauranga(external link)
• Ava(external link)
• Woburn(external link)
• Epuni(external link)
• Naenae(external link)
• Wingate(external link)
• Taita(external link)
• Pomare(external link)

Kāpiti Line

• Takapu Road(external link)
• Kenepuru(external link)
• Porirua(external link)
• Paremata(external link)

Johnsonville Line

• Awarua Street(external link)
• Box Hill(external link)

The number of mobility parking spaces is in proportion to the total number of car parking spaces at most Park & Ride facilities.There is at least one mobility parking space in each Park & Ride, excluding Taita(external link), Melling(external link), Mana(external link), and Ngaio(external link).