On this page you will find answers to frequently asked questions about Customer Service, Tickets & Fares, Train Services and Facts & Figures.
CUSTOMER SERVICE
Q - Who should I contact about lost property?
Please contact Veolia Transport between 9.00am and 5.00pm
Ph: (09) 969 7777
Fax: (09) 969 7700
Email: mailto:info@veoliatransport.co.nz
Q -How do I give feedback regarding train services in Auckland?
Call Auckland Transport on (09) 366 6400 or visit http://www.at.co.nz/
Alternatively, complete a Freepost customer feedback card. These are available from Transdev staff onboard trains and from ticket offices.
Q -Who do I contact for public transport information in Auckland?
Call Auckland Transport on (09) 366 6400 or visit http://www.at.co.nz/
TICKETS & FARES
Q -Where do I purchase tertiary concession tickets?
Tertiary tickets can be purchased at the Britomart ticket office and at the following tertiary outlets:
The University of Auckland
Auckland City Campus
Princes Street, Kiosk in the Quad
Tamaki Campus
Zesty's Cafe, Student Union
Corner of Merton and Morrin Road, Glen Innes.
Unitec
Unitec Mart Pharmacy
Entry 4, Carrington Rd, Mt. Albert.
Unitec Waitakere Campus
Student Services, 7 Ratanui Street.
Manukau Institute Of Technology (MIT)
Student Centre
(G Block), Gate 7, Otara Road, Otara.
A link to the full list of ticket agents can be found on the ATwesbite here. Tertiary agencies are marked with a T.
Q -What concession fares are there for children, students and senior citizens?
- Children under 5 years travel for free. They must be accompanied by a fare paying adult or guardian.
- Children 5 to 15 years are entitled to a child concession fare.
- School students 16 to 19 years are entitled to a child concession fare with valid Auckland secondary school identification or if wearing school uniform.
- Full-time tertiary students are eligible for a discount on multi-trip tickets. These are available only from the Britomart Ticket Office or at approved tertiary ticket agencies with proof of current full-time tertiary enrolment (including a AT ID sticker).
- Senior Citizens 65+ years are entitled to free travel with a valid SuperGold or Senior Citizens pass. Available after 9:00am Monday to Friday and all day Saturday and Sunday.
Q -Where do I purchase train tickets?
- All tickets can be purchased at ticket offices, these are located at Britomart Transport Centre, Newmarket Station, New Lynn and Papakura Station.
- Most tickets can be purchased from ticket agents (excluding single tickets and tertiary tickets).
TRAIN SERVICES
Q - How do I catch a train?
- Use the AT journey planner to plan your travel, or check travel times. The website address is www.at.co.nz, or phone Auckland Transport on (09) 366 6400.
- Train tickets can be pre-purchased at a ticket office (Britomart Transport Centre, Newmarket Station, New Lynn and Papakura Station). Most train tickets can be purchased from local ticket agents.
- Go to the station five minutes prior to the arrival time of the train. Only times noted in"bold"on printed timetables mean that the train will not depart before the time shown. All other times are approximate and trains will stop as required. Stand in a position on the platform where the train driver can see you.
- If you have not pre-purchased your ticket, pay your fare to the guard on the train (please try to have exact change or small notes).
Q - Do Veolia Transport operate trains throughout New Zealand?
No, in New Zealand Veolia Transport only operates passenger trains within the Auckland region.
Q - Who should I contact about information for travel within Auckland on more than one mode of transport?
Visit the AT public transport website to use the journey planning facility see http://www.at.co.nz/ or phone (09)366 6400.
Q - Can I take animals on the train?
No pets are allowed.
Only guide dogs (seeing and hearing) and trainee guide dogs may travel on Transdev Auckland services. Guide dogs may travel on all services free of charge.
Q - Can I take my bike on the train?
Carrying of bicycles on board trains is dependent on space and at the discretion of onboard staff. Avoid travelling with bicycles at peak times, as space will be limited.
Q - Can I take a motor scooter on the train?
No fuel is to be carried on Transdev services. This includes scooters. Some battery operated disability scooters are accepted in off-peak times. For more information please contact Veolia Transport Auckland on (09) 969 7777
Q - What is being done to keep passengers informed of delays?
Veolia Transport Auckland continues to work to improve the current level of passenger information. A text messaging facility is available to advise passengers of any significant delays. Click here for information about this.
Q - Why are trains sometimes late?
Trains can run late for a number of reasons which are not always apparent to the passengers onboard the trains. Some of the more common reasons for delays are network failures, including track and signaling issues; mechanical problems; "crossing" delays on the single tracked areas of the Western line, and delays caused by passenger boarding and alighting. The most common passenger-related cause of delay is unusual volumes that result in slower boarding times than normal. A few seconds extra at each station can add several minutes to the overall trip.
Q - Can I travel with a wheelchair?
All services operating on the Auckland passenger rail network are equipped with wheelchair ramps. Wheelchairs may be carried at any time. Some types of mobility scooters may also be carried in off-peak times.
If you require assistance boarding the train or traveling on the train, please ask either the onboard or platform staff.
Q - What are rail buses?
Rail buses follow the train route and stop near train stations. Rail buses are usually used when construction work is being carried out on the network. Click here for more information.
FACTS & FIGURES
Q - What does the Auckland Network look like?
- Network: 96km
- Power system: diesel
- Stations: 42
- Staff: 440
- Vehicles: 19 DMUs, 25 locos, 110 carriages
- Train-km: 3.12 million
- Passenger journeys per annum: 10 million
- Ownership of vehicles: Auckland Transport
- Maintenance vehicles: KiwiRail
- Infrastructure: KiwiRail
- Management of train stations: Auckland Transport
- Operator: Veolia Transport Auckland
Q - Who is responsible for the tracks?
KiwiRail Network (formerly ONTRACK) maintains and improves the rail network and controls the operations of trains on the network.
Q - Who is responsible for stations on the network?
Auckland Transport is responsible for the upgrade and management of station facilities, including Britomart Transport Centre.
Q - How do I find out more about the upgrading of the rail network
Visit kiwirail.co.nz for current information on plans to upgrade the Auckland rail network.
