Your guide to Metlink
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.
2 | Table of contents 1) How to pay your fare 3 Æ Æ Bus 3 Æ Æ Train 3 Æ Æ 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 Æ Æ Kneeling buses 9 Æ Æ Wheelchairs and mobility scooters 10 Æ Æ Buses replacing trains 11 Æ Æ Visual impairments 11 Æ Æ Hearing impairments 11 Æ Æ Total Mobility 11 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.
| 3 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. 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. Day passes – These passes can be purchased from the on-board 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).
4 | 2 How to get timetable information You can get information about Metlink timetables in the following ways: Æ Æ Most train stations have timetables on the platform and most bus stops will have a timetable in a display unit. Æ Æ 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. Æ Æ Pick up a timetable from outlets throughout the greater Wellington region. A list of all outlets can be found on the Metlink website.
Æ Æ 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. 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. Æ Æ 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. 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.
Æ Æ Call Metlink on 04 801 7000 or 0800 801 700. Æ Æ Use the website feedback form at www.metlink.org.nz/submit-feedback. Æ Æ Email firstname.lastname@example.org. Æ Æ Write to Metlink, Greater Wellington Regional Council, PO Box 11646, Wellington 6142.
| 5 5 Bus stop numbers 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? 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.
6 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. 7 Priority seating 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.
6 | 8 Prams and buggies How do I get a pram or buggy on/off 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.
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. 9 Cycles Can I take my cycle on public transport? 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. Folding cycles Æ Æ 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.
| 7 Cycles other than folding cycles Æ Æ Cycles will be carried free, and without reservations, on a first come, first served basis, subject to certain conditions. Neither Tranz Metro nor Greater Wellington guarantees that space will be available for all cycles. Æ Æ Neither Greater Wellington Regional Council nor Tranz Metro accepts responsibility for loss or damage to, or caused by, cycles. Æ Æ In case of an emergency all cycles must remain on the train. Æ Æ Cycles, other than folding cycles, will not be allowed on buses that are replacing trains.
Æ Æ 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. 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; Æ Æ Call Metlink on 0800 801 700. Æ Æ Use ‘Journey Planner’ on the Metlink website: www.metlink.org.nz/using-journey-planner. Æ Æ Visit the page ‘Travelling to hospital’ on the Metlink website: www.metlink.org.nz/travelling-to-hospital.
12 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/. 13 School bus services How do I find out about school bus services? To find out which school bus service your child can use; Æ Æ Call Metlink on 0800 801 700. Æ Æ Use ‘Journey Planner’ on the Metlink website. Æ Æ 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.
8 | 14 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. 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. 15 Park and Ride Æ Æ Park and Ride is a carpark at or near railway stations where you can park your car for free and catch the train. Æ Æ 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. Æ Æ 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.
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.
| 9 17 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; Æ Æ 21 Wrights Hill - Vogeltown Æ Æ 24 Miramar Heights Æ Æ 43 Khandallah - Strathmore Æ Æ 44 Khandallah - Strathmore Æ Æ 81, 83, 84, 85 Eastbourne Æ Æ 91 Airport Flyer Æ Æ 110 Upper Hutt Æ Æ 201 Masterton West Æ Æ 202 Masterton South Æ Æ 203 Masterton – Lansdowne Circuit Æ Æ 206 Masterton East Æ Æ 290 Otaki When replacement vehicles are used because of servicing or breakdowns on Routes 201, 202, 203 and 206 the vehicle is not wheelchair accessible.
10 | Conditions of carriage Wheelchairs must meet the following criteria; Æ Æ Wheelchairs up to 70 cm wide and 90cm long can be carried on most services. Æ Æ The minimum space available for the wheelchair is 70cm by 120cm. Æ Æ The combined weight of a self-propelled wheelchair and its user must not exceed 200kgs. For powered wheelchairs it must not exceed 250kgs. Æ Æ 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: Æ Æ Wheelchairs/mobility scooters up to 65cm wide and 112cm long can be conveyed on most services. Æ Æ Mobility scooters will not be accepted on Johnsonville, Hutt Valley, Melling and Kapiti services between the hours of 6.30am to 9.00am and 3.30pm to 6.30pm Monday to Friday inclusive. Æ Æ Wheelchairs/mobility scooters must be able to turn within a 95cm radius.
Æ Æ The collective weight of the wheelchair/mobility scooter, passenger and helper must not exceed 300kg when using the ramp.
Æ Æ Wheelchairs/mobility scooters must be in a safe and good working condition. Æ Æ Luggage and bags must not be attached to the wheelchair/ mobility scooter, especially when using the ramp. Æ Æ 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.
Æ Æ 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. Æ Æ 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: Æ Æ Access from the street to station platforms.
Æ Æ Access from the platform to/from the train i.e. ramp or hoist access.
Æ Æ 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.
| 11 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.
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. 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. 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.
12 | GW/PT-G-12/284 March 2013 For timetables and information about bus and train services in the greater Wellington region contact Metlink 04 801 7000 0800 801 700 email@example.com www.metlink.org.nz @metlinkwgtn Please recycle Produced sustainably