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

Electronic ticketing gates

AT is installing electronic gates at a number of train stations across Auckland.


Project status: Implementation
Project zone: City-wide


Project overview

In an effort to improve the rail travel experience, we will install electronic tickets gates at these stations: Ōtāhuhu, Henderson, Manurewa, Papatoetoe, Middlemore, Parnell, Papakura, and Glen Innes.

Gates are already in operation at Britomart, Newmarket, and Manukau stations.

Benefits

  • Enhances personal safety for customers.
  • Improves overall travel experience.
  • Reduces the incidence of fare evasion.
  • Helps reduce vandalism at stations.

Timeline

  • 8 August - gates live at Henderson Station.
  • 15 August - gates live at Ōtāhuhu Station.

How the gates work

The electronic gates are activated automatically with the use of your AT HOP card. If you have a paper ticket, station staff can activate the gates for you. There is also a gate line if you have not yet paid the fare for your journey.

The gate lines will be manned while the stations are open.

Image: New ticketing gates at Ōtāhuhu station.

Electronic ticket gates

Making it easier to travel

Use of AT HOP cards make it simpler for bus and train journeys, with a single fare being charged for each journey, even if customers take several buses or trains to get to their destination.

This means customers pay for one entire journey from A to B, instead of paying for each bus or train separately. Tag on and off each bus and train and at the end of a journey and customers will be charged a single fare. During a journey, customers can use up to 5 buses or trains within 4 hours, with up to 30 minutes transfer time between each trip.

The electronic gates are already in use at Britomart, Newmarket, New Lynn, Manukau, Henderson and Otahuhu stations.


For more information on this project

Contact Auckland Transport