The following are answers to common inquiries about the new trains
How do I open the train doors?
Press the green button when it is lit. The middle car doors can be opened by passengers. The driver will open the door if he sees a wheelchair user waiting to board.
How do I close the doors?
The doors will close automatically. Pressing the red button when it is lit also closes the doors.
Why are there steps at some entrances and inside the train?
Some parts of each carriage along with the entrance to the first and last carriages have steps to allow space under the carriage for the engines. The middle carriage has platform level entry that is suitable for those with mobility issues, large packages or bikes.
Why are the seats facing different ways?
There are longitudinal seats (facing the opposite side of the train cabin) and transverse seating (the traditional ‘pairs’ of seats facing the end of the train). Longitudinal seats are near the doors to allow for easier passenger flow in and out of the train and as priority seating areas for seniors, young families, wheelchair users and bikes.
Is there WiFi on the trains?
WiFi will be on train stations very soon and will be free for registered AT HOP users. WiFi on trains is currently being looked at with technology providers.
Why isn’t my journey faster yet?
The timetable needs to remain the same at the moment to allow the electric trains to integrate with the overall network, and with the existing diesel trains. Once a line only has electric trains operating on it, then timetables will be able to be reviewed and journey times reduced.
Where do I stow my luggage?
Large items can be carried at the discretion of the crew and should be kept clear of the doorways and aisles. Additional storage space is provided under seats for medium sized items. You may find it easier to board at the middle carriage where there is platform level entry.
Please do not leave your belongings unattended.
What security is there on the trains?
An onboard CCTV camera system operates continuously in all cars, providing images to the driver from any of the 16 cameras inside and outside the train.
Is there priority seating for seniors and adults travelling with young children?
Yes. The middle carriage also has platform level entry which is more suitable for seniors and families travelling with prams. Please offer seating to seniors, adults travelling with young children and those with disabilities especially if you are sitting in the priority seating area.
Are there designated areas for prams, wheelchairs and mobility scooters?
Wheelchairs and mobility scooters (no more than 200kg) may be carried in the middle carriage at any time at the discretion of the crew provided that the safety of others is not affected. Customers must be able to independently move their mobility scooters or be accompanied by a helper if help is needed. Please board the train slowly and carefully as you traverse from the platform onto the ramp and into the train. Safety belts for wheelchairs are supplied under the fold up seat and can be used to secure them.
Apply brakes to prams, wheelchairs and mobility scooters when in position.
Where do wheelchairs go onboard?
Wheelchairs should be positioned in the middle carriage in the allocated area next to the fold up seats with wheelchair icons. Large and small wheelchairs can be parked with the back of the chair facing the draught screen by the door. Small chairs can also park laterally (i.e. facing the opposite side of the cabin) as long as the gangway is kept clear for other passengers to move through.
Which is the accessibility carriage?
The middle carriage has platform level entry and an automatic ramp between the train and the platform. Please be aware that due to loadings and at some platforms there may be a slight variance between the ramp and the platform so take care when boarding.
Why are there different designs on the seat fabrics?
The three different fabric styles were designed by local artists to reflect the Maori, Polynesian and Asian cultures that are part of Auckland’s population.
What happens when there is a power cut?
Electricity to the overhead wires to power trains is supplied by two sources. In the unlikely event they both fail trains will stop running - if this occurs customers should remain on board and await instruction from their train crew.
When will all the trains be electric?
The new electric trains are gradually being introduced to specific lines until later in 2015 when all 57 trains will be in service.
What happens in the event of an emergency?
In an emergency:
- Press the emergency alarm button to alert the driver, please follow the instructions of your train crew.
- If you smell smoke or fire breaks out inform your train crew using the emergency alarm button. Your train crew have access to fire extinguishers.
- Report suspicious packages, activities or threatening behaviour to your train crew.
- Do not touch any suspicious or unattended items.
- Do not get off the train in an emergency unless instructed to do so by train crew.
- To exit the train in an emergency the doors can be manually opened using emergency door release levers. Always beware of other trains and live wires.