New fares for under 25's, Total Mobility survey results, transport planning survey for you to have your say on.

Kia ora,

We’re back with another edition of our monthly newsletter, packed with all the latest updates!

New fares for under 25 year olds from 1 May 2024

On 30 April 2024, free weekday travel on bus, train and ferry services for children ages 5 to 12 and half-price fares for ages 13 to 24 will end. This change is in line with the government’s decision to withdraw funding for these concessions.

If you’re under 25 and previously had an accessible concession on your AT HOP card, we'll be in touch over the next couple of weeks if we're able to re-apply this to your card.

Your new fare will be at least 40% off adult fares. From 1 May, you can check your MyAT account to confirm that your accessible concession is active.

Please note that contracted Total Mobility taxis services continue with a 75% subsidy up to the cap of $80.

Find out more

Draft Government Policy Statement released for consultation

The Government Policy Statement (GPS) is one of the key transport planning and funding documents. It sets out the government’s expectations for transport outcomes and gives indicative budgets for the money to be invested in particular areas.

The new draft GPS has just been released and is open for consultation until 2 April 2024.

Total Mobility is mentioned in the draft.

The farebox is a way of measuring the amount of money paid by the passenger compared to the cost of providing the service.

There has been a substantial change in the proposed funding for public transport services between the current draft, and the last GPS.

Last GPS

Current Draft GPS

We encourage you to read and reflect on the draft GPS and consider how its proposals will impact on your life as you move around Auckland. Please complete the short survey below, or you can email any comments.

Feedback closes at 12 pm on Tuesday 2 April 2024.

Complete survey

Total Mobility survey update

Thank you again to everyone who responded to our 2023 Total Mobility Survey back in November 2023. The Total Mobility survey is the only survey undertaken by AT that focuses on clients with mobility challenges. We surveyed both TM users and a sample of SuperGold users.

The survey sought feedback on a range of issues covering both Total Mobility and public transport use.

Key findings were:

Customers continue to express gratitude for the service with 72% of respondents reasonably frequent users.
Most clients use the service to attend to personal business.
Most clients use the service off peak. Availability is seen as less, during other times.
Most users never exceed the $80 subsidy cap.
Satisfaction with most aspects of the TM experience has remained stable, but there have been reductions for reliability and punctuality.

Satisfaction with the service remains very high.

No AT TM HOP card, no subsidy

Remember to show your Total Mobility card (or a verification letter) to the Total Mobility operator before your trip starts. This ensures you have a Total Mobility qualified driver taking you on your trip.

If you don’t have your card with you for the driver to ‘swipe’ in the vehicle, we are unable to pay the subsidy.

No subsidy unless TM taxi booked

Not all taxi operators in Auckland are able to accept TM cards. For some of our contracted taxi operators, not all drivers are TM qualified.

This means its important that you tell the operator you require a TM taxi when booking. We’re only able to pay the subsidy if a TM qualified driver drives you.

Alert Taxis – re-branding as UrbanLink

Alert Taxis are re-branding as UrbanLink, their new national brand. As vehicles in the taxi fleet are replaced (and new vehicles join the fleet), they will be wearing UrbanLink brand livery. The company management and processes to support Total Mobility customers aren’t changing.

Any issues to report?

Our last Total Mobility survey reported that overall satisfaction with Total Mobility and scheduled public transport remains high.

Sometimes though things go wrong, and the customer experience isn’t as good as we expect.

If there is an issue with either your Total Mobility or scheduled public transport experience, please contact us as soon as possible after the event. Remember the faster you tell us and the more details you can provide, the better chance we have of investigating the issue and resolving it.

If we don’t know about the problem, we can’t do anything to try and fix it

For Total Mobility taxi trips, you can also raise any issues directly with the taxi operator. Our contracted TM taxi operators want your repeat business so it’s in their interest to know when things don’t go as well as they should do.

Ngā mihi

The Total Mobility Team