Your guide to Metlink

Your guide
to Metlink
Greater Wellington’s public transport network
In this leaflet you’ll find everything you need to know
about how to use buses, trains and the Harbour Ferry.
There’s information for all travellers, including people
with impaired mobility, cyclists, caregivers with buggies,
and seniors.

Table of contents
Metlink is the name for Greater Wellington’s
public transport network. It provides bus, train and
Harbour Ferry services in Wellington, Porirua, Kapiti,
Hutt Valley and Wairarapa. Greater Wellington
contracts operators to provide most of these services.
The information provided in this leaflet is subject
to change as we continue to improve Greater
Wellington’s public transport network.
1) How to pay your fare 3
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Bus 3
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Train 3
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Harbour Ferry 3
2) How to get timetable information 4
3) Public holidays 4
4) Compliments and complaints 4
5) Bus stop numbers 5
6) Buses replacing trains 5
7) Priority seating 5
8) Prams and buggies 6
9) Cycles 6
10) Group travel 7
11) Travelling to the hospital 7
12) Travelling to/from Wellington Airport 7
13) School bus services 7
14) Seniors and War Veterans 8
15) Park and Ride 8
16) Lost property 8
17) People with limited mobility 9
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Kneeling buses 9
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Wheelchairs and mobility scooters 10
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Buses replacing trains 11
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Visual impairments 11
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Hearing impairments 11
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Total Mobility 11

1
How to pay your fare
Please refer to the Metlink tickets and fares leaflet
or Metlink website for prices and a description of
fare products.
Bus
Single cash fares – Before boarding have your cash ready to
give to the driver. Correct change is appreciated, though small
change can be given for small notes.
Stored Value Cards –They can be purchased from the
appropriate operator’s ticket agents, bus depots or, in some
instances, from their website or bus drivers. When you board
the bus hold the card up to the scanner or put it into the
machine. Snapper cards also require you to tag off as you
leave the bus. These cards give you a discount of at least 20%;
please refer to the Metlink tickets and fares leaflet for
more information.
Day passes – These passes can be purchased from the driver.
Each time you board you need to show the driver your pass.
Day passes – These passes can be purchased from the onboard
train staff or from a ticket office or agent before you
board the train. You need to show your pass each time you
board the train.
10-trip tickets – These tickets can only be bought at a
Tranz Metro ticket office or agent before you board the train.
Monthly passes – These passes can only be purchased
from Tranz Metro ticket agents, ticket offices or online at the
Tranz Metro website. You need to show your pass each time
you travel at the request of train staff.
Harbour Ferry
Single cash fares, return fares, 10-trip tickets and monthly
passes can be bought using cash or eftpos from on-board
staff as they make their way around the Harbour Ferry.
Alternatively tickets can be purchased from the East by
West office in Wellington, near the mooring (Ground Floor,
Meridian Building, Customhouse Quay).
Monthly passes – These passes are only available from
ticket agents. You need to show or scan your pass each time
you board the bus.
Train
Tickets can be purchased with cash on the train, or at ticket
offices and agents. Ticket office opening hours can be found
on the Tranz Metro website: tranzmetro.co.nz or you can call
Metlink on 0800 801 700.
Single cash fares – Have your cash fare ready to give to the
train staff as they move through the train. Correct change is
appreciated, though small change can be given. Please, no
large notes. Single cash fares can also be purchased from a
ticket office or agent before you board the train.
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2
How to get
timetable information
You can get information about Metlink timetables
in the following ways:
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Most train stations have timetables on the platform and
most bus stops will have a timetable in a display unit.
3
Public holidays
A Sunday timetable applies on all public holidays except
when Waitangi Day and Anzac Day fall on a Saturday,
when a Saturday timetable will operate.
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Special timetables apply over the Christmas and New Year
holiday period. Look out for these at timetable stands or
view them on the Metlink website in early December.
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Visit www.metlink.org.nz and use the ‘Journey Planner’
to plan your journey before you travel.
• If you have a web-enabled phone, you can connect
to key features on the Metlink mobile website from
your mobile phone web browser: m.metlink.org.nz.
• The Metlink website is screen-reader friendly.
• Many bus stops have live departure information
on Real Time Information (RTI) displays, giving a
constantly updated countdown to the arrival of your
bus. You can also get RTI on the Metlink website and
mobile website, or by calling Metlink on 0800 801 700.
Use Metlink text message services, txtBUS and txtTRAIN,
for timetable information that is sent straight to your
mobile phone. Find out more about how to use txtBUS
and txtTRAIN on the Metlink website.
Pick up a timetable from outlets throughout the greater
Wellington region. A list of all outlets can be found on
the Metlink website.
4
Compliments and
complaints
How do I give a compliment or make a complaint about
public transport?
Metlink will record any comments you may wish to make
about your public transport journey and follow up with
the contracted operator.
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Call Metlink on 04 801 7000 or 0800 801 700.
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Use the website feedback form at
www.metlink.org.nz/submit-feedback.
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Email info@metlink.org.nz.
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Write to Metlink, Greater Wellington Regional Council,
PO Box 11646, Wellington 6142.
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Call Metlink on 04 801 7000 or 0800 801 700.
The information line is open from 7am – 9pm Monday
to Saturday and 8am – 8pm Sundays and public holidays.
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5
Bus stop numbers
7
Priority seating
Why is it helpful to know my bus
stop number?
You need to know your bus stop
number to get timetable or RTI
information for your stop on our
website or the mobile website,
and to use the txtBUS service.
Where do I find the bus stop
number?
Priority seating for seniors, young children, people with prams,
and people with limited mobility is available on Metlink trains
and buses. It consists of four seats usually facing each other,
with a flat walkway, close to the door.
This seating is not reserved; it is first come, first served. It is
not the bus driver or train staff’s responsibility to move people
in or out of these seats. If you are sitting in the priority seats
we request that you offer your seat to any of the people
described above.
It’s the four digit number on
the Metlink sign at the bus stop.
You can also find out your bus stop
number by visiting the Metlink website. On the home page
there is a section called ‘Stop Information’ or ‘Find Your Stop’
under ‘Live Departures’, where you can enter the location of
the bus stop to find your bus stop number, or search on a map.
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Buses replacing trains
Our rail network is undergoing
significant upgrade work over
the next few years so please do
famililiarise yourself with train
replacement information prior
to your trip.
Look out for special signs at bus
stops near train stations which
are train replacement stops.
More information about where to
get the bus when trains are being
replaced can be found on the Tranz
Metro website www.tranzmetro.co.nz.
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8
Prams and buggies
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Cycles
How do I get a pram or buggy on/off public transport?
Can I take my cycle on public transport?
Bus – be prepared before the bus arrives; fold down your
pram or buggy and get ready to get on. Use areas dedicated
for prams and buggies where these exist. Be aware drivers
may not always be able to help you if they have to stay in
their seats for safety reasons.
Train – be prepared before the train arrives. Where possible
fold down your pram or buggy and get ready to get on.
Matangi have low floor areas for easy, quick access.
You may request help from staff. When carrying a heavy load
like groceries, please remove these from the pram or buggy
before loading/unloading it.
Bus – Folding cycles only.
Train – Yes, but conditions apply during peak times.
Passenger train services are provided by a variety of train
types, each with different capacities for cycle carriage. As a
consequence some conditions of carriage are train type specific.
Here are some of the conditions under which cycles can be
carried on trains in the Metlink network.
Visit www.metlink.org.nz/cycles-on-trains-policy for the full
policy and to see which peak services exclude cycles.
Remember to lock the brakes while on-board and try to store
the pram or buggy out of the aisle
Harbour Ferry – try and get to the wharf early so you
have plenty of time. Fold down your pram or buggy and
get ready to board. If you want to keep your child in the pram
on board ask the crew for assistance. If possible they will help
you with the pram and direct you to the most appropriate
area of the ferry.
When is the best time to travel with a pram or buggy?
Travel at off-peak times if you can to avoid the rush.
Folding cycles
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Compact, fully folding cycles will be carried at all times,
on all trains, as well as buses that are replacing trains,
providing they are folded down before boarding. Folding
bikes must not exceed the dimensions of 82cm long x 69cm
high x 39cm wide. They must have wheel rims no more
than 51cm in diameter. Folding cycles will be carried on
board by the cyclist.
Cycles other than folding cycles
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Cycles will be carried free, and without reservations, on
a first come, first served basis, subject to certain conditions.

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Neither Tranz Metro nor Greater Wellington guarantees
that space will be available for all cycles.
Neither Greater Wellington Regional Council nor
Tranz Metro accepts responsibility for loss or damage to,
or caused by, cycles.
In case of an emergency all cycles must remain on the train.
Cycles, other than folding cycles, will not be allowed on
buses that are replacing trains.
Cycles will not be carried on trains set aside for events.
This includes timetabled services to and from events as
well as any additional services provided.
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Travelling to/from
Wellington Airport
The Route 91 Airport Flyer is an express route between
Wellington Airport, Wellington CBD and Lower Hutt.
The Airport Flyer has its own fare structure and only stops
at marked stops. For more information please see the
timetable or visit the Metlink website:
www.metlink.org.nz/airport-buses/.
Harbour Ferry – Normally ferries can take six to eight
cycles per crossing, but it depends on the number of people
wanting to travel. If you are part of a group travelling with
cycles it is best to call 04 499 1282 before travelling.
10
Group travel
If you are travelling as part of a large group on public services,
especially when travelling with luggage, please contact the
operator directly.
Group tickets with discounts are available. Please refer to
the Metlink tickets and fares leaflet or the Metlink website.
11
Travelling to the
hospital
Many bus services travel past the various hospitals in
the region. To plan your journey;
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Call Metlink on 0800 801 700.
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Use ‘Journey Planner’ on the Metlink website:
www.metlink.org.nz/using-journey-planner.
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Visit the page ‘Travelling to hospital’ on the Metlink
website: www.metlink.org.nz/travelling-to-hospital.
13
School bus services
How do I find out about school bus services?
To find out which school bus service your child can use;
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Call Metlink on 0800 801 700.
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Use ‘Journey Planner’ on the Metlink website.
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If you know the route number of the service you can select
it from the ‘School bus’ drop-down list under ‘Timetables’
to see the route and timetable. You can find this on the
Metlink homepage: www.metlink.org.nz.
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Seniors and
War Veterans
SuperGold card
All holders of SuperGold cards (i.e. those over 65 years of age,
war veterans and NZ Superannuation recipients) can travel
free during SuperGold hours on Metlink services during
off-peak periods.
What is off-peak travel?
Weekday off-peak travel is between 9am and 3pm and
after 6.30pm.
15
Park and Ride
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Park and Ride is a carpark at or near railway stations
where you can park your car for free and catch the train.
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There are 30 Park and Ride facilities in the greater
Wellington region. A list of Park and Ride facilities can
be found on the Metlink website:
www.metlink.org.nz/park-ride-carparks.
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Currently there is at least one carpark for mobility
impaired passengers in each Park and Ride. Greater
Wellington recently adopted a policy of providing a
minimum of two carpark spaces for passengers with
impaired mobility. These will appear as each carpark
is resurfaced or rebuilt.
Off-peak also applies all day on weekends and public holidays.
Train services identified as off-peak in timetables may differ
from services eligible for free travel with your SuperGold card.
How do I use my SuperGold card to travel for free?
Simply present your SuperGold card to the ticket collector
or bus driver.
What happens if I want to travel outside
SuperGold hours?
You will need to pay the full adult fare.
For general information about SuperGold cards please call
0800 25 45 65 or visit www.supergold.govt.nz.
16
Lost property
Bus & Harbour Ferry
If you have left something on a Metlink service please contact
the transport operator directly. Contact details can be found
at www.metlink.org.nz/lost-property.
Train
Items found anywhere on the Greater Wellington rail network
are sent to the Customer Service desk at Wellington Station.
If you have lost an item please call 04 498 3013 Monday to
Friday between 6.30am and 6.30pm. Lost property is held for
two weeks, then depending on the item, forwarded to the
Police or charity.
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People with limited mobility
Most buses, trains and harbour ferries cater for people with limited mobility.
The international symbol to the left indicates that the vehicle is accessible to everyone, regardless of their ability.
Although many people with disabilities don’t use wheelchairs, the symbol is used to represent the general concept
of accessibility.
Kneeling buses
Valley Flyer, GO Wellington, Mana Coach Services, Newlands
Coach Service, Uzabus Fleet and Tranzit Coachlines have
kneeling buses. These buses can expel air out of their
suspension on one side to reduce the step height. To get a
bus to kneel, simply ask the bus driver. Kneeling buses are
not route-specific.
Wheelchairs and mobility scooters
Bus
Most Valley Flyer, GO Wellington, Mana Coach Services,
Newlands Coach Service and Tranzit Coachlines buses are
wheelchair-accessible. These are wheelchair-accessible using
ramps from the front door in most cases, and the rear door
in some, where the bus stop allows. All wheelchair-accessible
buses kneel. Mobility scooters are not allowed on buses.
The following bus routes are operated entirely with
wheelchair accessible buses;
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21 Wrights Hill - Vogeltown
24 Miramar Heights
43 Khandallah - Strathmore
44 Khandallah - Strathmore
81, 83, 84, 85 Eastbourne
91 Airport Flyer
110 Upper Hutt
200 Masterton – Martinborough/Featherston
201 Masterton West
202 Masterton South and East
203 Masterton – Lansdowne Circuit
204 Woodside Station - Greytown
290 Otaki
When replacement vehicles are used because of servicing
or breakdowns on Routes 200-204 the vehicle is not
wheelchair accessible.
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Conditions of carriage
Wheelchairs must meet the following criteria;
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The collective weight of the wheelchair/mobility scooter,
passenger and helper must not exceed 300kg when using
the ramp.
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Wheelchairs up to 70 cm wide and 90cm long can be
carried on most services.
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Wheelchairs/mobility scooters must be in a safe and good
working condition.
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The minimum space available for the wheelchair is 70cm
by 120cm.
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Luggage and bags must not be attached to the wheelchair/
mobility scooter, especially when using the ramp.
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The combined weight of a self-propelled wheelchair and
its user must not exceed 200kgs. For powered wheelchairs
it must not exceed 250kgs.
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Be aware drivers may not always be able to help you
if they have to stay in their seats for safety reasons.
Train
Accessibility for wheelchairs and mobility scooters on trains
will improve substantially as more Matangi trains are
introduced on the network. Every second carriage of each
Matangi train has a low floor area. In this area there is no
step at the door, and the area is designed to accommodate
wheelchairs and mobility scooters. There are wheelchair ramps
and securing belts, please ask train staff for assistance.
Ganz Mavag and Wairarapa trains are fitted with wheelchair
ramps or hoists and have designated wheelchair/mobility
scooter areas with securing belts. Please ask train staff to
assist you.
Conditions of carriage
When wheelchairs/mobility scooters can be carried, they must
meet the following conditions:
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Wheelchairs/mobility scooters up to 65cm wide and 112cm
long can be conveyed on most services.
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Mobility scooters will not be accepted on any services
between the hours of 6.30am to 9.00am and 3.30pm to
6.30pm Monday to Friday inclusive.
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Wheelchairs/mobility scooters must be able to turn within
a 95cm radius.
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Wheelchair/mobility scooter users must provide their
own helper if manual lifting and heavy handling of the
wheelchair/mobility scooters is required. Train staff will
not operate mobility scooters.
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If you do wish to use a folding wheelchair you must be
accompanied by enough helpers to allow you to travel
safely, including getting onto the trains, changing trains
where necessary and leaving the train at your destination.
Your helper(s) must store the folded wheelchair if necessary.
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Wheelchairs/mobility scooters must be secured in the
allocated space using the restraints with wheelchair brakes
applied. In the case of powered aids, the power is to be
switched off.
Access
Access to train services is affected by three considerations:
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Access from the street to station platforms.
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Access from the platform to/from the train i.e. ramp or
hoist access.
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Space and availability on the train i.e. designated space
with restrains.
Unfortunately some of our stations have steep ramps or
large gaps between the platform and train. The stations that
are inaccessible by ramp are Crofton Downs, Awarua Street,
Box Hill, Takapu Road and Kaiwharawhara Stations.
Our train fleet consists of a variety of train types, with some
more accessible to people using wheelchairs and mobility
scooters than others. We do need to allocate the train type to
suit the different conditions (terrain, tunnels etc) of each of
our lines. As a result our ability to provide services to people
using wheelchairs and mobility scooters differs depending on
which line and which train type you are travelling on.

Buses replacing trains
Buses replacing trains are not always able to carry wheelchairs,
particularly when supplied at short notice. For planned
replacements there will be at least one wheelchair-accessible
bus per train line. To find out which service this will be please
call Metlink on 0800 801 700.
Visual impairments
Matangi, Wairarapa and refurbished Ganz Mavag trains
are fitted with a PA system and verbal automated station
information announcements.
Matangi train doors will not open automatically at each
station. Each door has buttons that need to be pushed in
order for the door to open. These green buttons can be
pressed when the signal is heard. Before the doors close
you will also hear a signal.
Hearing impairments
Wairarapa and Matangi 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 buttons that
need to be pushed in order for the door to open. These
green buttons can be pressed when they are lit up.
Route 91 Airport Flyer has visual announcements of the next
stop on a display at the front of the bus.
Train stations that have recently upgraded platforms will
have tactile indicators along the platform.
Route 91 Airport Flyer buses have audio announcements
for the next bus stop.
Total Mobility
If you are unable to use buses and trains because of a
permanent disability, you may be eligible to apply to join
the Total Mobility scheme, which provides subsidised taxi
travel. For more information about Total Mobility, call Metlink
on 0800 801 700.
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For timetables and information
about bus and train services in the
greater Wellington region contact
Metlink
04 801 7000
0800 801 700
txt: BUS (287)
txt: TRN (876)
info@metlink.org.nz
www.metlink.org.nz
@metlinkwgtn
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Produced sustainably
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