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Auckland Transport

How to request a refund How to request a refund

If you think you have been charged a fare incorrectly, then you can request a refund online or by calling us.

How to request a refund online

  1. Log in to your MyAT account.
  2. Click on "My AT HOP cards" and select the relevant card.
  3. Click on "View all transactions & request refunds" button.
  4. Click "Request refund" for the relevant transaction.
  5. Select the reason you would like to request a refund.
  6. Enter the appropriate trip details.
  7. Add any additional comments.
  8. Click the "Request refund" button.

Once your refund request has been submitted, we will process it within 10 working days.

Note: If you forget to tag on and off and are charged a default fare as a result, we will only refund you for the first time you forget.

Terms of use of the AT HOP cards are available here.