In the past couple of weeks we have become aware of isolated issues where some customer’s online card top-ups have not worked.

Some customers have received an error message when trying to top-up but then the transaction appears to have gone through.  Please note that the money from these transactions has not been received by Auckland Transport and will not be charged to your credit card.  It may be that the amount is “on hold” with your bank which the bank will then release back to you.  This can take between 7 – 10 days depending on who you bank with.

If you have an issue or a query you can contact us, on ph 09 366 4467, Mon-Fri 6am - 9pm, Sat 7am - 8pm, Sun and public holidays 8am - 6.30pm and we will assist in resolving this. Please be aware our call waiting times might be a bit longer than usual.

We are working hard with our technology suppliers to fix the problem and are aiming to have it rectified as quickly as possible. We apologise for any inconvenience this may have caused you.

Auckland Transport

Auckland trains smash forecasts: 20 million train trips in 12 months

Auckland’s commuter train network has surpassed all its passenger forecasts to record 20 million train trips in one year, a mark that the network wasn’t expected to hit for another three years in 2020.

Mayor Phil Goff gives a $100 HOP card to Manjula Singh, the 20 millionth train passenger.Mayor Phil Goff says, “20 million train trips in one year is a huge achievement. It is the result of strong investment in our public transport system and Auckland commuters finding it more convenient to travel by rail than be caught in congestion.

“Auckland’s rail system has gone through huge changes in recent years. We’ve replaced our diesel fleet with electric trains, reducing carbon emissions by 80% and saving more than 9 million litres of diesel a year.

“The past year has also seen the opening of a new train station in Parnell, a bus-train interchange in Otahuhu, improved links with our bus services and agreement to invest in more electric trains running to Pukekohe and South Auckland.

“Train patronage has risen by nearly 20 percent each year and the number of services has increased by almost 11,000 in the last year. Punctuality is now at 96.7 per cent.

“Aucklanders have embraced rail. They’ve taken to the HOP card and benefited from more frequent and reliable services and better links with our bus network.

“Every rail passenger is one less car on our roads. Our recent agreement to invest in more electric trains, the opening of new stations, and further investment in the rail network including the CRL and progressing mass transit to the airport will give Auckland commuters choice and help get cars off our roads.

“Growing the reach and frequency of Auckland’s public and active transport network is key to solving congestion in our city. We are working closely with the Government to make that happen,” Mayor Phil Goff says.

Chief AT Metro Officer Mark Lambert says reaching 20 million trips speaks to Aucklanders desire for a world-class rail system.

“We want to thank Aucklanders for embracing trains. We will continue working to ensure the rail network keeps getting better.

“In the past month electronic gates have begun operating at Henderson Station and Otahuhu Station, improving safety and reducing fare evasion. These types of gates are also being installed at Manurewa, Papatoetoe, Middlemore, Parnell, Papakura, and Glen Innes.”

The introduction of the HOP card has been a huge success. Beginning in 2012, it’s now used on 92 percent of public transport journeys. It also allowed for the rollout of Simpler Fares in 2016, which brought in a zone-based system to simplify transfers, with commuters only paying at the end of the journey.

AT is also currently working through the business case to expand the park and ride at Papakura Station.

Auckland Council’s Finance and Performance Committee has agreed in principle to the purchase of new trains which are needed for increased capacity to the network. They are expected to arrive in 2019.

Throughout the city new bus networks are being rolled out, beginning in south Auckland last year. These networks provide more services running shorter routes and providing better connection with rail and other rapid transport options.