Newzealandbyferry

FAQ

 
 

Do I need to book a ticket in advance?

Yes, as all scenic train, bus & ferry services in New Zealand are 'Reserved Seating/One Class' services, you need to make your reservation in advance, as there is no guarantee that there will be seats available on the day you want to travel.

How do I pay for my booking or pass?

You can pay for your booking or pass by a Visa or Mastercard debit or credit card which will incur a 2.4% fee. If you live in New Zealand you can also pay via direct credit to our bank account by selecting the Account2Account and paying from your account directly into ours.

How do I receive my ticket?

You will be sent an ‘Electronic’ Ticket to the email address you entered upon booking, and a boarding pass will be given to you upon check-in on your travel date.

It is strongly recommended that you print out your ‘E-Ticket’ and include it with your other travel documents. Failure to do so may result in disruption of your travel plans and additional fares to be paid.

A valid photo ID may be required at check-in. 

Carry On items & Checked Luggage

On-board Carry on Allowance
One small day pack (no wheels) and one small handbag and/or personal items such as a camera, coat, and umbrella. You are asked not to leave personal items of value unattended at any time. We are not responsible or liable for the loss of baggage or personal items carried on board.

 

Carry On items: To maximize scenic views and natural light coming through our glass shelves and skylights, we ask all passengers to keep their belongings to a minimum.  Carry-on baggage should be limited to a jacket and a small bag or handbag. All wheeled cabin bags must be checked in. 

 

Checked Baggage
One item of baggage per person with a maximum weight of 23kgs (50lb) and one Wheeled or hard-sided cabin bag* with a maximum weight of 7kgs (15lb).

*Cabin-sized wheeled and/or hard-sided suitcases must be checked into the baggage van due to limited space and safety requirements onboard.

The maximum volume for the checked bag is 158 linear cm (62") (this is calculated by adding the height, length, and width of the bag together)

The maximum volume for the cabin bag is 118 linear cm (46.5") (this is calculated by adding the height, length, and width of the bag together)

Infants are not allocated a checked baggage allowance.



A maximum of one additional item of baggage per person with a maximum weight of 23kgs (50lb) may be purchased for $35.

The maximum volume for the additional checked bag is 158 linear cm (63") (this is calculated by adding the height, length, and width of the bag together)

Fragile or perishable items, money, jewelry, and all other valuables should always be carried in Cabin Baggage



Overweight and oversized items
If your baggage includes an overweight, oversize or sporting item. If your bag weighs more than 23kg you can't get your checked bag under 23kg (50lb), here are your options:

Purchase a Re-Pack Bag.
If your overweight bag is more than 23kg and your cabin-sized bag is already at the 7kg weight limit, it is possible, in addition to the $35 additional baggage allowance charge, to buy a re-pack bag for $20 to repack your baggage to the allowable weight limit.*

*For safety reasons, we do not accept bags that weigh more than 23kg.

If your cabin-sized bag exceeds 7kg, you can purchase an additional baggage allowance for $35.

If your bag's dimensions add up to more than 158cm (62") or 118cm (46.5") for your cabin bag
When the length, width, and height of your bag add up to more than 158cm (62") or 118cm (46.5") here are your options:

Purchase a Re-Pack Bag.
If your bag is oversized it is possible to buy a re-pack bag for $20 to repack your baggage to the allowable dimensions. This cost is in addition to the $35 additional baggage allowance charge.

Transporting sports equipment and other items

Transporting sports equipment
Sporting items less than 2m (78.7") long and weighing up to 23kg count as a standard bag and fall under your baggage allowance. Otherwise, excess baggage charges of $20 apply.

Sports bags can contain more than one piece of related equipment. They're assessed on their overall weight and length.

Here are some examples of sporting equipment that can be packed or bagged as single items:

  • Surfboard(s)
  • Skis equipment
  • Water skis
  • Golf bag containing golf clubs and one pair of shoes.
You must book your Sports Equipment when you make your booking.



Bikes
Bikes need to be checked in and added at the time of booking. Our baggage vans have limited capacity and the number of bikes we can carry may vary by service. Please contact us for details.

You don't have to deflate the tires, but bicycles can only be accepted as checked-in baggage if:

  • Handlebars are removed or turned sideways
  • Pedals are removed or turned in
  • Panniers removed
  • Helmets removed
  • Accessories removed
  • Free of mud/dirt
  • Label your bike with your name and phone number
The cost to carry your bike is $20 and a bike with trailers (max 1, subject to availability) is $50.



Tandem bikes cannot be carried.

Other items

  • Walking frames
  • Wheelchairs, Powerchairs, and Mobility Scooters
  • Maximum combined weight (passenger and chair) 364kg
  • Maximum length 1295mm (51")
  • Maximum width 762mm (30”)
You must book your Wheelchair, Powerchair, or Mobility Scooter when you make your booking.



Restricted Items/Dangerous Goods
Certain Dangerous substances may be carried however you must let us know prior to the day of departure. These items cannot be stored in your checked-in or carry-on bags and will need to be separated and stored in a designated Hazardous Items area of the baggage van.

Restricted articles include but are not limited to compression gases, corrosives, explosives, ammunition, flammable liquids and solids, radioactive materials, oxidizing materials, poisons, and infectious substances.

Smoking

Smoking


By law, all trains are designated non-smoking. Passengers may not smoke anywhere on board, including when outside on an open-air carriage.

Do I need to have travel insurance?

It is recommended that you have travel insurance when travelling, to cover your luggage, personal belongings, medical/hospital care and trip disruption and trip cancellation.

If you have medical insurance in your own country, please check with your medical insurer as to what level your insurer will cover you to before leaving your country.

If you require travel insurance or require to top up your medical/travel insurance, please contact your professional travel agent for advice.

Check in Times

Train Check-In:

The final check-in time for all long-distance passenger train services is 30 minutes before the scheduled departure time.

Ferry Check-In:
The final check-in time for walk-on passengers and passengers traveling with a vehicle is one hour prior to departure. Vehicle passengers must drive up to the vehicle check-in booth and walk-on passengers go to the Departures building. Present your booking number and a valid form of identification to our staff to receive your boarding pass.

All passengers over 18 years of age are required to present a valid form of identification when checking in eg driver's license or passport


Bus Check-In:
The final check-in time for bus services is 15 minutes before the scheduled departure time.

What is the age of children?

Train Services & Ferry Services
A Child is from 2 years up to 14 years travelling with an Adult.
Children under 15 years must be accompanied by an adult or guardian. Children aged 15 to 17 years may travel unaccompanied with an Adult price. (If more than 1 child is travelling, at least one of them should purchase an Adult fare for the booking process to proceed.) 

An infant is a child 1 month to 23 months travelling with an adult (Over 18 years) being a parent or guardian.
An infant must be carried on the adult’s lap in order to travel free. If a seat is required, then a ‘Child’ fare must be paid for. Infants must be named at the time of booking as passenger numbers are limited.

 

Travelling with Children
Child fares have the same baggage allowance as adult fares as well as two items from the below list for every child in your group as part of the child's baggage allowance.

  • Pram, stroller or buggy

  • Car seat

  • Bassinet or port-a-cot

These additional items must be checked into the baggage van, with the exception of car seats which can be brought onboard with paid child's seats.

Travelling with Infants
Infants travelling with adults include an additional small carry-on bag (max 7kg) but no additional checked-in baggage other than two items from the below list for every infant in your group as part of your baggage allowance.

  • Pram, stroller or buggy

  • Car seat

  • Bassinet or port-a-cot

These additional two items must be checked into the baggage van and cannot be taken onboard.



Car seats
Your car seat can be comforting and familiar to your child when travelling and it also provides extra protection.

You're welcome to bring a car seat onboard for a child with a paid seat. Your car seat must:

  • Be in safe working condition

  • Be able to seat your child with their arms and thighs within its frame

  • Fit within your seat cushion base

  • For safety, your car seat can't block access to the aisle or be placed on the tables. These must be kept on the seat.

 

Children and Infants
A ticket must be purchased for any child who is two years of age or older. Infants under two years of age may travel free, except where the infant travels in a car seat or similar carrier, in which case a ticket must be purchased at the applicable child fare for that infant. A Passenger aged between 2 and 14 years inclusive is classified by us as a child, and cannot travel unaccompanied. An Accompanying Person is a person who has reached their 15th birthday and is known by the child prior to travel. An Accompanying Person must be physically and mentally capable to care for the child while using our services. We may reassess at check-in the classification of any passenger type

 

Bus Services
A Child is from 3-12 years travelling with an Adult.
All children aged between 7 and 12 may travel as unaccompanied minors on direct services only with an Adult fare.  Children travelling on routes requiring a transfer must be accompanied by an adult or guardian 18 years and over

An Infant is a child 0-3 years travelling with an adult (Over 18 years) being a parent or guardian. An infant must be carried on the adult’s lap in order to travel free. If a seat is required, then a ‘Child’ fare must be paid for. infants must be named at the time of booking as passenger numbers are limited.

 

Is there a Processing Fee?

No, there is currently no processing fee for online bookings, however a fee maybe charged for help via the phone or chat service.

Should you cancel a processing fee will be charged on top of any cancellation fees charged by the operator.

Are there toilet & washroom facilities onboard?

All long-distance trains and ferry services have toilet facilities onboard.  InterCity buses and coaches do not have onboard toilet/washroom facilities except for the Starlighter over night services.

Intercity services do stop regularly for comfort breaks on route.

All Great Sights and most Newmans services have onboard toilet & washroom facilities.

Accessibility/ Disability assistance

We make every effort to ensure your safety and comfort with our services. To avoid disappointment or difficulties on arrival, we request that you advise us of any assistance you require when you book with us. Trains have designated wheelchair spaces, an accessible toilet, a hearing loop, and lifts for helping passengers aboard. 

 Train, Ferry & Coach staff are highly trained in supporting passengers to make their trip enjoyable.

How do I book my Rail or Bus Pass travel sectors?

To make individual train, bus or ferry travel reservations please contact our New Zealand Travel Team at least 72 hours in advance of your intended travel date. Details will be shown on your pass.  When you receive your Rail or Bus Pass it is your responsibility to check all details / dates are booked correctly. If you need to make changes to your ticket, please contact us immediately as space is limited and subject to availability.

What if my service is cancelled?

Should your service be cancelled for any reason you will be contacted if there is time or advised when you turn up at the station. If a bus replacement can be organised, you will be offered this option.

A processing fee as stated on your e-ticket will be charged on top of any fees imposed by the operator.

How to book a Stop-Over

Book your journey i.e. Departure City - Auckland and Arrival City - Wellington, Departure date is when you first want to leave Auckland, leave the Return date as that is only optional, then Search and Book

Choose how many adults or child is traveling then Click Add to the Cart

On the next page, you will see the option to Add Stop

Choose your stop over i.e. National Park and your departure date going to Wellington

Confirm and continue to do all the processes

Stop - Over is for $10 per person per stop-over

Cancellation Terms & Conditions

Cancellation penalties can vary depending on the ticket you have purchased and your e-ticket will show you the applicable fees, as a guide the following may be of assistance:

 

* Bus Cancellations:

  • Refundable up to 72 hrs or 3 days of travel less a $10 cancellation fee per person. 

  • Non-Refundable or amendable within 72 hrs or 3 days of travel date.

  • One (1) free date change subject to availability and price increase, thereafter $10 fee per person per amendment.

  • Tickets cannot be transferred to another person.

 

* Ferry Cancellations: 

  • Fare is refundable less a 10% processing fee within 72 hours prior to departure, within 72 hours fares are nonrefundable.

  • Subject to availability, you can change sailings, provided you advise us 72 hours prior to your departure.

  • No refunds or changes are allowed after your final check-in time. 

  • Tickets cannot be transferred to another person.

 

* Train Cancellations:

Scenic Fare

  • Refundable up to 72 hrs or 3 days before travel less a $30 cancellation fee per person.

  • Non-Refundable or amendable within 72 hrs or 3 days of travel date.

  • All fares are non-transferable.

  • Free date changes up to 7 days before travel subject to availability of the original fare paid.

  • Stopovers can be booked 3 days before departure within 7 days from the original travel date (hop off and visit towns and places of interest en route) for $10 per person.

 

Scenic Plus 

  • One (1) date amendment is permitted per booking

  • Refundable outside of 7 days of travel less a $30 cancellation fee per person

  • Refundable if canceled within 7 days of travel less $130 per person.

  • Non-Refundable or amendable within 72 hrs or 3 days of travel $50 per person charge to change travel date within 7 days and outside 72 hours prior to departure.

  • All fares are non-transferable.

  • Stopovers can be booked 3 days before departure ( hop off and visit towns and places of interest en route) for $10 per person.

 

* Rail/Bus Passes - New Zealand Travel Team charges a $100.00 per person refund processing fee in addition to any charges applied by service providers.

How much room is there for a carry on bag on the train

We are often asked about the space on the train for your carry on luggage, please see the photo below that shows that a small carry on bag is fine to place above your head in the main carriage.

 

 

Can I get a Senior Discount on the Train?

Yes but only if you hold an NZ Super Gold or Australian Seniors Card.

We are happy to offer a 10% discount off fares on the 3 Scenic Train Journeys, Northern Explorer / Tranz Alpine / Coastal Pacific. Passes are not valid for this offer. 

At check out tick the "Are you NZ/AU Senior box" and then enter your "7 or 9-digit Super Gold Card/Seniors Card client number (e.g. 123456789)".  The 10% discount will then be reflected in the payment due.

The Super Gold Card or Seniors Card will be requested at check-in at the station and the card number must match the number provided at the time of booking.

This offer is not combinable with any other savings.

E-Bike & E-Scooter

E-bikes and e-scooters must be clean, undamaged and factory produced (not modified) to be accepted aboard our trains. 

Booking via Chat

Our live agent can help you book your ticket via our Live chat option with a minimal processing fee of $30 per complete transaction.