Public transport user guide

Metlink trains

Matangi trains, which run on the Kāpiti, Johnsonville, Hutt Valley and Melling Lines, are designed to have 60% of customers seated and 40% standing when the trains are full during peak times. They've also been designed for customers to stand safely with lots of handholds, either on the seats or overhead. 

Wairarapa line service is a bit different to the rest of the network which can make the experience vary greatly. 

Many types of carriages

Several different types of carriages are used for Wairarapa services and combinations will vary from service to service. SW-type carriages have water coolers, power outlets and a vending machine. These utilities are not available on SE-type carriages.

All Wairarapa Line services have toilets available on board and a luggage car that can accommodate bikes.

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.

Luggage & Bikes

Each service has a luggage car that is always on the northern end of the platform when the train stops. Size and weight limits apply, and passengers must load their own bikes and luggage while staff supervise. The luggage car has a narrow entrance and a few steps into the storage area, so large cargo-style bikes cannot be accommodated. For more information, follow this link:

Bikes on trains

Train stations & platforms

Some stations on the Wairarapa Line have shorter platforms that are only long enough for 3 carriages. To get off at Renall Street, Solway, Matarawa or Maymorn, use the front 3 carriages.

Matarawa and Maymorn are 'Stop-on-request only'. To get off at these stations, notify the crew. To get on at these stations, make yourself visible on the platform well before the train arrives, so that the driver knows to stop.

Bike parkingPark & Ride

Bus connection to Greytown

Bus 204 Greytown - Woodside(external link) does not run on weekends. To travel into Greytown on weekends, get off at Featherston Station and catch Bus 200 Masterton - Greytown - Featherston - Martinborough.(external link)

Alcohol

Alcohol is prohibited on board all Metlink services as per the Conditions of Carriage.

Metlink use a vehicle tracking system to estimate arrival times of services based on actual GPS locations of buses and trains, called Real Time Information (RTI). On-street digital displays are also used to provide messages advising of major service changes or disruptions. The tracking information collected from the system provides us with data about service performance, which helps us refine timetables and manage contractual agreements around service quality and performance. 

Many of the busiest bus stops and most train stations have digital departure displays on street or on the platform. Departure times for each stop, even if it doesn't have a digital display, can be found on the Metlink website and app by typing in the stop name, stop number or station name in the search bar.

Understanding the information

Buses and trains that are running and tracked by GPS will display as an estimated number of minutes to arrival. DUE means the bus or train is nearby and will turn up shortly. Services that have not started their trip or are not currently being tracked by GPS will display as a scheduled time and say SCHED. If a service says CAN, it has been cancelled. 

Train services will display if a train is running "All stops" or "Express". When buses replace trains, signage will display a system message with more information.

Service alerts and delay messages are broadcast to customers through several channels. The Metlink website and app and scrolling messages on on-street digital signage will inform customers if their service has been impacted. Delay messages and general service alerts are not usually posted to facebook. Train stations may also play announcements over loudspeakers.

Please note: Third-party apps and other websites that "scrape" our website for timetables, routes, and real-time information may not accurately or reliably display all of the service alerts and notifications that Metlink publishes. Metlink does not have control of the quality of information that other apps provide. Contact your app provider directly with any issues.

Routes and timetables are posted at all bus stops, train stations & ferry wharves, and include zone information and a graphic detailing the main stops and estimated travel times of routes. Some stops have digital real time information displays. If the stop does not have a digital display, you can scan the QR code in the bottom-right corner to see that stop's real time departure information or type the stop number or station name into the Metlink app or website to see estimated departures.

Network maps are posted at all train stations and major bus interchanges. Network maps can also be viewed or download from the website, and paper versions are available at Metlink ticket agents, the Wellington iSite, and other timetable stockists around the region.

All cities have busy times for traffic, and public transportation has the same issue. Weekdays just before and after regular business hours are the busiest, with tens of thousands of Wellingtonians making their way to work and school. Peak time means that some passengers may have to stand during their journey or wait for the next service if their first choice service was full. 

Off-peak travel is discounted when travelling with a Snapper card to encourage passengers to travel when it is less busy. SuperGold cardholders travel free during off-peak times. 

All Metlink buses and trains have clearly marked priority seating 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.

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.

Bags and feet don't need seats

Politely ask people to remove their belongings from spare seats.

Offer your seat to others who need it

Please be considerate of other passengers, and offer them a seat if you do not require it, or if you're exiting the bus soon. Not all disabilities and impairments are visible, and we ask passengers to be respectful at all times.

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