Covid-19

Travelling with Metlink? 

With the delta variant confirmed in New Zealand, we cannot afford any gaps in our defence. Face coverings help protect us all from the spread of COVID-19.

The Government has strengthened its requirements and you must wear face coverings while accessing essential services, while waiting for public transport and on board our services. 

The health and safety of our frontline staff and our passengers is our most important priority at the moment.

With delta lurking, it is so important that we are all doing our bit to keep us all safe.

Not sure how to use them, or how you could make one yourself? Find out more by visiting the Government's website.(external link)

During this time Total Mobility transport continues to operate. It is important to note that there will be no change to fares, which means Total Mobility will continue to cover 50% of the fare up to the maximum subsidy amount of $80, customers pay the remainder. Remember to present your Total Mobility card to Metlink staff member at the start of every trip. Total Mobility cardholders can continue to use their card to get the Accessible Concession on buses, trains and the harbour ferry.

Here’s what you need to know when travelling on Metlink dedicated school services at Alert Level 2:

• Face masks or face coverings are mandatory on Metlink dedicated school buses for children aged 12 and over
• All seats can be occupied and standing is allowed
• Students are asked to follow physical distancing guidelines of 1 metre whilst waiting at the bus stop
• For contact tracing purposes, each student needs to keep a record of their journey. Students with phones are asked to scan QR codes on board using the NZ COVID Tracer app and have blue tooth turned on. Otherwise, a student will need to manually record their journey details.

For students using Metlink public bus services: 

• The wearing of a face mask or face covering remains mandatory on all public transport for anyone aged 12 and over. There are exemptions for health, disability and practicality reasons.
• Any form of face covering is sufficient. If you don’t have a mask you can use a scarf or bandana.
• All seats can be occupied and standing is allowed
• Physical distancing guidelines must be adhered to at bus stops.

If you’re one of our bus customers:

• During Alert Level 2, buses will be running a full timetable
• Fares remain in place at Alert Level 2, all payment methods have returned including cash
• If using cash, please try and have the exact change if possible
• During Alert Level 2, all accessibility features return to service, this means front door boarding on buses.
• Passengers are encouraged to use Snapper cards(external link)
• School services returned Thursday 9 September, when schools returned
• Physical distancing guidelines must be adhered to at bus stops.
• For more information on Snapper please visit the Snapper website(external link) or call 0800 555 345
• All ticketing, pricing and route information(external link)
• Timetable information(external link)

If you’re one of our train customers:

• During Alert Level 2, trains will be running a full timetable
• Fares remain in place at Alert Level 2, all payment methods have returned including cash
• If using cash, please try and have the exact change if possible or use a contactless (EFTPOS or Credit Card) method if you can
• During Alert Level 2, all accessibility features return to service, this means availability of ramps on trains
• Ticket offices at stations will reopen at Alert level 2
• Please stay clear of the door areas where staff are located unless boarding or exiting our services
• Physical distancing guidelines must be adhered to at stations.
• All ticketing, pricing and route information(external link)
• Timetable information(external link)

If you’re one of our harbour ferry customers:

• During Alert Level 2, the harbour ferry will return, and will be running a full timetable
• Fares remain in place at Alert Level 2, all payment methods have returned including cash
• If using cash, please try and have the exact change if possible or use a contactless (EFTPOS or Credit Card) method if you can
• Tickets are available on board the ferry as well as from the East by West Office
• Physical distancing guidelines must be adhered to at wharves.
• All ticketing, pricing and route information(external link)
• Timetable information(external link)

Why aren’t QR codes on Metlink public transport seat back, near doors or on carriage/vehicle ceilings?

We continue to work very closely with Ministry of Health, Waka Kotahi NZTA and Metlink operators to ensure that we are following government guidelines. All our COVID response initiatives, including the placement of QR codes, have been developed and approved by these parties. We currently don’t place QR codes in the following locations:

• BACK OF SEATS: We have chosen not to install QR codes on the backs of seats as the placement has proven to be prone to vandalism which results in high costs to constantly replace codes. We believe that codes on seat backs doesn’t adequately solve the issue of codes being easy to reach by all standing passengers and it encourages passengers to get into other peoples bubbles.
• NEAR DOORS: We’re also unable to install stickers at or near the doors of the vehicle (internally or externally) because this would create health and safety concerns.
• CEILINGS: QR codes are directional, which means that they are only able to be scanned from one direction

Why aren’t QR codes installed at stations, stops or wharves?

Installing QR codes at stations, stops and wharves is not feasible because it would only be able to record the station/stop/wharf the person was at, not the specific line, service, carriage or vehicle that was used.

There are not enough QR codes on my bus/train/ferry

There are codes located in consistently spaced locations on each train, bus and harbour ferry. Where codes have been damaged or removed, through regular audits these are identified and replaced. We are always considering ways to improve their location and accessibility on the carriages.

If you see a damaged or believe codes have been removed, please let us know the vehicle/carriage number so we can replace the codes.

I can’t get close enough to scan the QR code

QR codes can be scanned very easily, from a distance and without a steady hand (for example a moving vehicle) or at an angle. Customers do not need to hold their device directly up to the code (and thus encroach on other customer’s personal space) to scan the code. Codes can scanned from the aisle with most devices, scanned from an angle, or scanned without a steady hand (for example when the train is moving or if they scan when walking past a code on their way to or from their seat.)  

If the code will not scan then customers are encouraged to manually record the trip on the app by noting the vehicle or carriage number. Passengers may also use the Bluetooth tracing feature of the COVID Tracer app to anonymously record their proximity to other Bluetooth users on the service who may have scanned in.