"All aboard for everyone"
Whether you have a mobility challenge, or are unsure about using metro rail in the Auckland region, Auckland One Rail (AOR) is here to support you. AOR is committed to making rail journeys more accessible for all customers. Our team of Customer Service staff and onboard Train Managers are here to help you during your ‘Supported Travel’ journey. We also offer, ‘Try Before You Ride’ events at selected stations throughout the year. AOR is also part of the Hidden Disability Sunflower network and recognises Sunflower members across its staffed stations and train network.
Supported Travel Service
AOR invites new rail users to access the rail network in a supported way. We want to help you feel more comfortable using our rail services, and are here to support you both at stations, and onboard our trains. If you’re starting and ending your planned rail journey at any one of our staffed stations our team can support your rail journey and help you feel more comfortable. We will meet you at the station, be your companion through the station environment, and hand you over to our onboard Train Managers who will check in on you during your journey. At your destination, our customer service team will be on hand to meet you and help you exit the station.
Who can use the Supported Travel Service?
AOR offers the Supported Travel service to any customer who can walk or use a walking frame unassisted, or use a mobility device such as a wheelchair or mobility scooter unassisted. Customers must be over 18 years old (or travel with their guardian), and cover their train travel fare. Supported Travel bookings must be made 48 hours in advance, and are subject to staff resourcing at both origin and arrival stations. Please note that some stations are only staffed during specific days and hours.
| Station | Available Hours |
|---|---|
| Waitematā (Britomart Station) | First to Last train - Mon-Sun |
| Newmarket Station | First to Last train - Mon-Sun |
| Otahuhu Station | 0630 ~ Last Train M-F |
| New Lynn Station | 0630 ~ 1330 M-F |
| Panmure Station | 0630 ~ 1330 M-F |
| Papakura Station | 0630 ~ 1000 M-F |
*All Supported Travel bookings are subject to staff availability.
Request a Supported Travel Service
To request a Supported Travel service, please complete the request below. Supported Travel requests must be made 48 hours in advance of any travel date and time. Confirmation of your request will be provided by AOR only once support is confirmed.
If you wish to cancel your Supported Travel Request at any time
please email SupportedTravel@AucklandOneRail.co.nz.
Please wait for confirmation of your request.
"Try Before You Ride" Station Events
Throughout 2025, AOR will hold ‘Try Before You Ride’ station events at each of our staffed stations. This includes Waitematā (Britomart), Newmarket, Otahuhu, New Lynn, Panmure, and Papakura.
At our Try Before You Ride station events, our team will provide an overview of your station environment and information including parking, facilities, ticketing, customer support, station and passenger information, access to platforms, and boarding a train.
These events are designed to provide information to support new users of metro trains, or those customers with a disability or just needing extra time.
| Station | Schedule Date/Time |
|---|---|
| Waitematā (Britomart Station) | |
| Newmarket Station | |
| Otahuhu Station | |
| New Lynn Station | |
| Panmure Station |
Wednesday, 25 June 10:00am to 12:00pm (midday) Saturday, 28 June 10:00am to 12:00pm (midday) |
| Papakura Station |
* Currently available for Invited Guests only*
Try before you ride Expression of Interest
