Service Updates > COVID-19: Alert level 2 changes for rail - physical distancing still required on board
Valid from: 23/03/2020 9:00pm
COVID Level-2 rail operations
- Interpeak services on the Hutt Valley and Kapiti Lines will be running with an increased number of carriages during Alert level-2 to assist in physical distancing.
- The staff area changes under level-2 to being the door area which they need to access. Please respect physical distancing of the crew in their workplace by staying away from the staff door.
- The Wellington Customer Service Kiosk will return to regular hours and full lost property service will resume from 18 May.
- Wairarapa services have returned to regular carriage numbers with continued restrictions such as wheelchair access, see the detailed service update for more information.
- Matangi trains are currently not using the wheelchair ramp at this time, so we encourage passengers to use Total Mobility (external link) .
- From Monday 18 May passengers who require the wheelchair ramp will be able to board any service as long as physical distancing with staff can be maintained during this process. If assistance is required Total Mobility (external link) is still recommended as an alternative.
Rail services have returned to a regular timetable however physical distancing is still required on board. We encourage passengers to travel outside of peak times when possible as we expect capacity on board to be more limited than usual to ensure physical distancing between passengers.
Hutt Valley/Kapiti/Johnsonville/Melling line information
We ask customers to avoid the door areas where staff are located unless exiting or entering the train.
Customers will be encouraged to continue their own physical distancing practices on all trains and while at stations. We ask that you respect this distancing with fellow passengers and our staff so they continue to run the trains for you and provide a core service to the community.
If a service is too busy and you would not be able to exercise the appropriate physical distancing, then you may need to wait for the next service. Those travelling on public transport should avoid peak times unless they are going to work or school.
Interpeak services on the Hutt Valley and Kapiti lines are running with an increased number of carriages during Alert level-2 to assist in physical distancing.
Travel on Metlink services will continue to be free and tickets will not be sold or checked over this time. If you have any questions about Metlink travel please refer to the Metlink website or call centre on 0800 801 700.
There is a staff call button in every Matangi carriage near the door, so please use this to speak to the crew in an emergency. At stations the emergency duress points are available for contact with our security team. For any general rail enquiries, you will still need to contact the Metlink team by phone on 0800 801 700 or online.
Outer stations and the Customer Service Kiosk in Wellington
The Wellington Station Customer Information Kiosk is currently open with reduced hours and the lost property service remains closed until 18 May.
Monday - Friday
9:30am to 4:30pm
From 18 May the Customer Service Kiosk will return to regular hours and full lost property services will resume.
The waiting room and toilet facilities at outer stations with ticket windows are open are reduced hours for questions only during Alert level 2.
Monday – Friday
Upper Hutt - 5:45am – 6:00pm
Waterloo - 6:10am – 1:00pm
Petone - 6:25am – 1:00pm
Porirua - 6:00am – 6:00pm
Paraparaumu - 6:00am – 6:00pm
Waikanae - 6:30am – 12:40pm
Monthly Pass Refunds Process
Due to the changes in travel and fares because of COVID-19, we are refunding customers who have purchased monthly rail passes for April, May and June 2020 only.
You can get your refund online by visiting the new Monthly Train Pass Refunds page.
Thank you for your patience during this time.
Passengers requiring the wheelchair ramp
Currently passengers who require the wheelchair ramp must use the Total Mobility service as an alternative for travel.
From Monday 18 May passengers who require the wheelchair ramp to board services will be able to use this to board services so as long as they can maintain physical distancing with staff whilst doing so. Staff will deploy the ramp and then the passenger will be able to board the service so long as they do not require assistance.
If assistance is required passengers must use the alternative Total Mobility service which is free until 30 June.
Wairarapa line information
The Wairarapa line has returned to a regular timetable with a regular number of carriages. To ensure physical distancing on board there continue to be some changes to the way you would usually use this service.