Tranz Metro is committed to make travel on our train services more comfortable for everybody, including our customers with limited mobility.
Wheelchairs and mobility scooters
Accessibility for wheelchairs and mobility scooters on trains has improved substantially as more Matangi trains were 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:
- Wheelchairs/mobility scooters up to 65cm wide and 112cm long can be conveyed on most services.
- 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.
- Wheelchairs/mobility scooters must be able to turn within a 95cm radius.
- The collective weight of the wheelchair/mobility scooter,passenger and helper must not exceed 300kg when using the ramp.
- Wheelchairs/mobility scooters must be in a safe and good working condition.
- Luggage and bags must not be attached to the wheelchair/mobility scooter, especially when using the ramp.
- 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.
- 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.
- 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 to train services is affected by three considerations:
- Access from the street to station platforms.
- Access from the platform to/from the train i.e. ramp or hoist access.
- 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.
There is limited capability for wheelchair access. The crew will make every effort to ensure wheelchair users can come on board. Motorised wheelchairs in particular are very difficult as crew have to lift them on board. In most cases top deck access is available as the wheelchair can be wheeled or lifted up the gangway and this allows disembarkation from the top deck on outlying wharves.
On the Route 91 Airport Flyer buses and Matangi trains the visually impaired can listen for the audio announcements for the next bus stop.
Train stations that have been upgraded to allow for the arrival of the Matangi trains have tactile indicators along the platform.
For those who are hearing impaired, Route 91 Airport Flyer and Matangi trains have visual announcements of the next stop on a display at the front of the bus/train.
Hearing loops are available on Wairarapa, Matangi and SE trains in the designated area for wheelchairs and mobility scooters.