Rail satisfaction slips while bus services continue to ride high
Metlink’s latest passenger satisfaction survey reveals that while overall satisfaction with public transport in the Wellington Region remains high with 93% of passengers satisfied or very satisfied with their trip, rail services, particularly on the Wairarapa Line, continue to face challenges.
The independent survey, conducted annually across 196 trips and involving 2,711 respondents, offers valuable insights into passenger experiences across bus, train, and ferry services.
Greater Wellington transport commitee chair, Thomas Nash, believes the results reflect the impact of ongoing rail maintenance and infrastructure upgrades.
It’s clear from the survey and feedback we’re hearing directly from passengers that rail closures and bus replacements due to increased maintenance and upgrades on the network are key drivers of dissatisfaction and falling patronage,
“Wellington’s rail network is undergoing significant improvements and investment, and I’m confident that with renewed assets and the arrival of new trains from 2029, we’ll see faster, more frequent, and more reliable services.”
The recent survey showed 89% of rail passengers were satisfied overall with their rail trip, down from 92% in the previous year, while bus passengers are the most satisfied at 94%, up from 93% in 2024.
Metlink group manager Samantha Gain is “pleased to see continued high satisfaction across the network, especially with buses and ferries, and that passengers continue to report feeling safe both onboard and while waiting at stops and stations”.
Metlink bus services are performing well, with the reliability of bus services consistently exceeding 99% this year and record-breaking patronage of more than 2.5 million passenger boardings in March alone.
Greater Wellington Regional Councillor for Wairarapa Adrienne Staples says the survey results are a symptom of underinvestment.
“Our rail network is finally receiving the upgrades and investment it needs, but that comes with growing pains – more frequent closures and disruptions as work progresses,” says Cr Staples.
“Wairarapa passengers have been incredibly patient, and I want to acknowledge that it’s not just closures affecting the line. Vibrations, speed restrictions, and most recently staffing shortages have all contributed to services falling short of expectations.
“We’re committed to working with KiwiRail and our operators to lift service reliability and prepare the line for the new hybrid trains arriving in 2029. These upgrades are extensive, but they’re essential to delivering the kind of service our passengers deserve.”
The survey is part of Waka Kōtahi New Zealand Transport Agency (NZTA) reporting requirements, and survey insights will be used to inform service improvements.
- View the full Passenger Satisfaction Survey 2025 report