FAQ

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. 

Check-in before boarding
A quick check-in makes an easy and enjoyable start to the journey. So please read through our Check-in & Luggage information.

Most importantly, pack a small bag with everything you'll need for the day. This is because all wheeled cabin bags, large bags, backpacks, and suitcases will be checked into our Luggage Carriage.

You'll find each of our stations presents a slightly different Check-in experience, so please familiarise yourself with the details for your departure station prior to arrival.

Luggage Check-in: All wheeled cabin bags, large bags, and suitcases will be checked into our secure Luggage Carriage for the entirety of the journey. This is because we have glass shelves with skylights above them, which are designed to optimize the viewing experience—and you definitely don't want to obscure the views with your luggage.

Our Luggage Check-in process is as follows:

• Attach Luggage Labels for your destination station during Check-in
• Take your bags to the Luggage Carriage for loading
• Retain the Luggage Label stub as a receipt
• Collect your bags from the Luggage Carriage at the end of your journey

Pack a bag for the journey
We highly recommend packing a small bag or handbag filled with essentials to take aboard the train for the journey.

Things to consider packing include:

• Wallet/purse (for the Scenic Café)
• A jacket  (for the viewing carriage)
• Mobile phone
• Camera
• Sunglasses
• Medication/inhaler
• Reusable water bottle/coffee cup 
• Wired headphones (for the audio commentary)

Pack a bag for the journey
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. 

Luggage Allowance
Each Scenic Class passenger fare includes the following allowance:

• 1 x Large checked bag or suitcase
  • maximum weight of 23kgs
  • maximum volume* of 158 linear cm (62”) 
• 1 x Cabin bag
  • wheeled and/or hard-sided suitcases must be Checked in (cannot be taken aboard) 
  • maximum weight of 7kgs
  • maximum volume* for the cabin bag is 118 linear cm (46.5”)
• 1 x Small bag or handbag
  • for taking important personal items aboard, including any fragile or perishable items, money, jewelry, and valuables
• 1 x Small infant bag
  • if you have an infant with you, you may bring an additional small bag for the journey
  • please note: infants do not get any luggage allowance (see below)

Scenic Plus passengers have an additional 1 x Large checked bag or suitcase allowance. 

*volume is calculated by adding the height + length + width of the bag together.

Additional Luggage Information

Excess & Overweight luggage
If your Luggage includes any overweight, oversized, or sporting items, your options are below.

Additional Luggage

You can buy one additional item of Luggage per person with a maximum weight of 23kgs (50lb) and a maximum volume of 158 linear cm (63”) may be purchased for $35.

Overweight - more than 23kg

For safety reasons, we do not accept bags that weigh more than 23kg.  If your checked bag is more than 23kg (50lb), then you can purchase a re-pack bag for $20 to repack your Luggage to the allowable weight limit of 23kg. You will then need to check the additional bag in as Excess Luggage and pay the $35 charge (e.g. $20 + $35).  

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

Oversized - exceeds maximum linear volume

If the length, width, and height of your bag add up to more than 158cm (62") or 118cm (46.5”), then you will need to buy a re-pack bag for $20 to repack your Luggage to the allowable dimensions. This cost is additional to the $35 Excess Luggage charge.

Traveling with infants

When traveling with an infant, you are eligible for one additional small carry-on bag (max 7kg). However, you are not eligible for any additional Checked Luggage other than two items from the below list for every infant in your group:

• Pram, stroller, or buggy
• Car seat
• Bassinet or port-a-cot

These additional two items must be checked into the Luggage Carriage and cannot be taken aboard.

Car seats

Bringing a car seat may seem a little strange, but if your infant is unable to sit upright then it can become uncomfortable holding them on your lap all day. 

Infants are not allocated a seat, so if you wish to bring a car seat, you must book a child seat in advance. 

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.

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 $35 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.

Bicycles & E-Scooters

E-bikes and E-Scooters

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

Wheelchairs & Mobility Aids

You need to book the following items when you make your booking. You can call our Contact Centre to do this if you prefer. 

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

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

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.

At check-in, on your day of travel, you will receive a boarding pass with your carriage and seat allocation. All carriages include airline-styled paired seating and seating around tables. Families and group bookings are allocated table seating wherever possible. Online seat selection is not currently available, but if you have a specific seating request or wish to seat separate bookings together, please email us with your booking reference(s) and we will do our best to accommodate your requests.

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.

Meals and/or refreshments are not included in your train fare. You can pre purchase meals before you travel, please contact us for details.

Each train has a Cafe Carriage, where you can purchase alcoholic/non alcoholic drinks, snacks and light meals.

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.

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.

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.

Bottled water and snacks are allowed however hot food and drinks are not for safety reasons.

Long distance bus and coach services do not drop you off at your accommodation. Most stops in major cities are within close proximity to all the main backpackers and hotels.

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.

A train ‘Travel’ day can be – one way ‘Point to Point’ train like Auckland to Wellington, return ‘Same Day’ day travel like:

• Christchurch/ArthursPass/Christchurch, Christchurch/Greymouth/Christchurch, Christchurch/ Kaikoura/Christchurch or Christchurch/Picton/Christchurch).
• or one way ‘Ferry/Train’ travel from Christchurch to Wellington, Kaikoura to Wellington, Wellington to Kaikoura or Wellington to Christchurch.

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.

You can change a train, bus or ferry travel date up to 72 hours prior to departure, subject to availability.

No. The Rail or Bus Passes do not include extra items like bikes, extra luggage, etc. You will need to book and pay for these costs separately for each train, bus, coach and/or ferry sector travelled.

Please refer to the FAQ for extra luggage and a Bike.

A Rail or Bus Pass cannot be transferred to another person.

You will be emailed your travel e-ticket/Itineraries of your travel sector/s containing the departure dates, departure/arrival times and check-in times to the email address that was given in the original purchase of your Pass.  When you receive your 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.

No, you must make a reservation at least 72 hours in advance of your intended travel date. Reservations are mandatory for any Bus/Rail Passes by emailing us at info@newzealandtravelteam.com 

A Rail or Bus Pass does NOT guarantee a seat on The Auckland to Wellington train, the Christchurch to Picton train or the Christchurch to Greymouth train, any regional or long distance bus services or foot passenger space on a Cook Strait ferry service unless a reservation has been made at least 24 hours in advance.

Already Purchased your Pass?

Please email our New Zealand Travel Team to assist you in managing your itinerary. Email us at info@newzealandtravelteam.com with your complete itinerary (journey and date)

Please call 0800 ARRIVAL(0800 277 482) for Arrival and Departure Updates

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.

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 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 outside of 72hrs or 3 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.

   

* 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.

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.

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

Animals
No animals are permitted on trains other than registered assistance dogs or Eye-seeing dogs.

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

Free Wi-Fi is available in both Scenic and Scenic Plus:

• Scenic Class - Up to 5GB free for every guest. Additional data can be purchased
• Scenic Plus Class - unlimited free Wi-Fi for every guest

Our Free Wi-Fi relies on a Starlink satellite connection. Connectivity may be temporarily lost when the train travels through tunnels.

Yes, our app and all functionality within the app is completely complimentary! 

You can download the app on the train, however we recommend downloading the Infotainment App before boarding. Downloading the app in advance ensures you're ready to enjoy the apps features from the moment you embark on your journey.

• Audio commentary
• Stories about the regions you traverse
• Live updates on train speed and location
• Menus for food and beverages
• Helpful FAQs, and more!

Yes, you can download content for offline use before your journey begins, ensuring continuous access regardless of network availability.

Please note that not all content will be available before you board the train.

No, the app does not store any personal data. It only requires you to select your travel date and journey for tailored trip content. 

• iPhones/iPads with IOS 16+ are supported
• Android devices with version 11+ are supported
• No Wi-Fi or cellphone connection is required to listen. (You need a connection to download the audio tracks before you listen)
• Download the Infotainment App before you depart or use our onboard Wi-Fi to avoid incurring data charges