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Guidelines for Total Mobility travel Guidelines for Total Mobility travel

Total Mobility conditions of use

When you use your Total Mobility card, you agree to travel under the Total Mobility conditions of use. Please read these conditions before using your card for the first time.

Taxi operators in Auckland

Only some Auckland taxi operators accept Total Mobility cards. Find participating taxi operators in by area.

Advance booking recommended 

Booking ahead helps ensure your travel goes smoothly. We recommend that you book ahead where possible for the following reasons: 

  1. You can tell the taxi operator’s call centre that you’re a Total Mobility client. Not all taxi drivers can take Total Mobility clients. To enable your safety and dignity, we require a higher standard of training. Not all operators have trained all of their drivers to this higher standard.
  2. On evenings and weekends, there are fewer taxis on the road. This is particularly true of wheelchair-accessible taxi vans.
  3. You can tell the taxi operator if you need extra help. For example, you might have the taxi come up your driveway to pick you up.

Carry your Total Mobility card when you travel

You must have your Total Mobility card with you when you travel. Your card will be swiped by taxi driver so that Auckland Transport can pay your travel subsidy.

Fares

Auckland Transport subsidises 75% of the taxi fare, up to a maximum of $80 per trip. For trips over $80, Auckland Transport will pay a maximum of $60.

Carer support

You can travel with a carer if you need support to make your trip easier. Your carer can be a paid carer, family member or friend.

Travel restrictions

You can use your Total Mobility card for most trips, though there are a few restrictions:

  • You must use your Total Mobility AT HOP card in a responsible manner, including taking the most efficient route and minimising use where possible.
  • The card must be used for your travel, not for someone else’s.

For the full list of restrictions, please read section 5 of the Total Mobility conditions of use.

Complaints

If you are unhappy with the service you receive, raise the issue with the taxi operator first. If you are still unhappy, contact the Auckland Transport call centre on 09 366 6400.

If you plan to lodge a complaint, ask the driver for a receipt. When you lodge your complaint, please provide as much information as possible: the details of what happened, the time, date and cab number. This will make it easier for both the taxi operator and Auckland Transport to investigate the issue.

Accessibility concession for public transport

The Total Mobility card also includes Auckland Transport’s accessibility concession, which provides discounted bus, train and ferry travel. Just like a normal HOP card, you must add credit to your card before you travel.

If you have one of the older-style Total Mobility cards, you can get a blue HOP card with the accessible concession or apply to get your current Total Mobility HOP card replaced with a new one.

Your Total Mobility card also gives you the PlusOne Bus Companion concession on the bus. Find out how Plus One Bus Companion making bus travel more accessible. This allows you to take a carer with you on the bus for free. Just make sure you tell the driver that you are using PlusOne.

The accessibility concession together with the PlusOne concession will make your travel cheaper for those times when you can use scheduled public transport.

Total Mobility newsletter

Each month, we send out an email newsletter providing further information about Total Mobility and other public transport news. If you would like to be added to the mailing list, please contact totalmobility@at.govt.nz.

Travelling outside Auckland

The Total Mobility scheme operates throughout New Zealand and allows arrangements with other local authorities to receive discounted travel in their region.

Total Mobility doesn’t operate in all centres in New Zealand. The maximum subsidy may also be much less than in Auckland. Please check the website for the region you are going to visit before travelling.

Visitors to Auckland

If you are visiting Auckland and you have a Total Mobility card issued by your local regional council, you can use the card in Auckland.

  • If you have an electronic card, it can be swiped by Auckland taxi card readers.
  • If your local scheme doesn't issue electronic cards, ask your regional council for a voucher.
  • If you use a voucher, you will need to ask the Auckland taxi operator to process a manual transaction. Some drivers may be unfamiliar with this process, so you may need to ask them to contact their Call Centre for help.