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 "View transactions" button.
  3. Click "Request a refund" from left hand menu.
  4. Select the reason you would like to request a refund.
  5. Select the transaction you would like to request a refund for.
  6. Add any additional comments.
  7. Click the "Request a 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.

We would like you to know that our AT HOP terms of use have changed as of 22 May 2018. Find out about the changes and read the AT HOP card terms of use.