Overview

COVID-19 Customer Update 27-05-20 5:10PM

Additional Waiheke Sailings commencing Monday - 8 June 2020

As part of our commitment to assess demand and frequency requirements for our ferry services, and to practically look at the feasibility of adding in services, we want to provide a level of certainty for Waiheke island residents.

We are pleased to advise we will be adding additional sailings to our Waiheke schedule. We have been closely following the trends of Waiheke Island residents as commuters return to the city, as well as the demand for visitation to the island.

From 8th June onwards, we will be running the following additional services:

Monday to Friday

  • 7:30 am Waiheke to Auckland
  • 8:30 am Waiheke to Auckland
  • 6:45 am Auckland to Waiheke
  • 7:45 am Auckland to Waiheke
  • 10:15 pm Auckland to Waiheke
  • 11:00 pm Waiheke to Auckland

 Fridays Only

  • 3:30 pm Auckland to Waiheke
  • 4:30 pm Auckland to Waiheke
  • 4:30 pm Waiheke to Auckland
  • 5:30 pm Waiheke to Auckland

These timetable changes will be in place from 8th June until the 11th October 2020.

We will continue to operate the hourly timetable until 8th June.

TRAVEL ADVICE – During peak commuter periods we are experiencing higher passenger numbers and encourage you to catch an alternate service. Our 7:00 am sailing from Waiheke – Auckland is consistently busy, however 6:00 am and 8:00 am services have more capacity available, based on current commuter trends.

Please avoid travelling in the peak times if you can and continue following the physical distancing guidelines onboard the vessels.

Please check the timetables before planning your travel with us: fullers.co.nz/covid-19-updates/covid-19-timetables/

The safety of our passengers and crew is our top priority; thank you for your patience and understanding.




COVID-19 Customer Update 22-05-20 4:10PM

NZ COVID Tracer app available or Fullers360 Passengers

The Ministry of Health has recently launched the ‘NZ COVID Tracer app’ as a fast and effective method of contact tracing to assist with the New Zealand wide COVID-19 response.

You can now use this contact tracing tool to track your movements on our services. We have provided COVID-19 QR code posters at the Downtown Ferry Terminal, and onboard our ferries.

For all passengers travelling with us, we encourage you to download the app on your smartphone to trace your movements and create a digital diary of the of the locations you visit.

Before you join the queue, simply select the ‘scan’ option and point your camera at any COVID-19 QR code poster so the code fits within the target area on the display of your phone.

Alternatively, you can use the app once onboard your service, QR code posters are provided on the ferries.

For more information on the app and how it works, please click here.

Your safety is our top priority and we thank you for making an effort to keep New Zealand safe.




COVID-19 Customer Update 21-05-20 10:00AM

Introducing the monthly pass with flexible start dates 

We all want a little more flexibility in our lives, so we are introducing the monthly pass which is now available with flexible purchase and start dates.

Effective from Thursday 21 May 2020, we have upgraded our monthly pass products for Waiheke and Devonport with flexible purchase and start dates, to give you more choice with your purchase date, and the date you start using your monthly pass.

This means you can now purchase your monthly pass on a day you choose that works for you, and your month of travel will start from the first day you scan it. This improved monthly pass will replace the current pass where previously there was a mandatory 5-day window for purchasing your monthly pass.

You can now purchase your monthly pass any day, online, at our ticket offices and through our customer call centre.

If you have a current monthly pass, it will still work as normal and you can enjoy the new benefits from 21 May. If you have a Devonport 30-day pass, this will still work as normal and can be renewed as normal; however, we recommend switching to the new monthly pass  as we will no longer be offering this product going forward.

The current March 2020 monthly passes are still valid for use until their expiry on the 31 May. You can choose to purchase your new monthly pass any day you like and start using it after 31 May, it will be activated from the first day you scan it. For those who travel on our monthly passes, you will need to renew your pass from 31 May.

With an increased number of passengers travelling with us at alert level two, we recommend adjusting your travel times, and avoiding peak periods where possible.

For travel advice during alert level two please visit: fullers.co.nz/covid-19-updates/covid-19-travel-advice/#

Thank you for your continued support in following government guidelines onboard to help keep fellow passengers and our crew, safe.




COVID-19 Customer Update 15-05-20 04:00PM

Extension applied to 40-trip passes affected during alert levels three and four

With the arrival of Alert Level Two, we are pleased to let our customers know we have extended the expiry date for all 40-trip pass holders who were impacted due to COVID-19 restrictions.

We are adding 50 days to every 40-trip pass which has remaining travel and expired on or after 26 March 2020. This means those who had 40-trip passes expire during the lockdown, and those with remaining trips on their 40-trip pass will get an extension that covers the duration of alert levels three and four. The extension will be applied automatically to all affected passes. The remaining 50 days on the 40-trip passes are calculated from when the Alert Level four came into effect on 26 March 2020.

We understand the recent COVID-19 travel restrictions have impacted our customers who have had 40-trip passes expire or couldn’t use their 40-trip passes during alert level three and four. It is important to us that these customers can redeem the remaining time now travel restrictions have eased.

At Alert Level Two, we urge our customers to be flexible with their travel times and follow physical distancing guidelines onboard the vessels.

With more passengers travelling with us please remember to continue following the Ministry of Health guidelines to keep your fellow passengers, and our crew, safe. 




COVID-19 Customer Update 13-05-20 12:00PM

Keeping you safe at alert Level two

Following the Government’s announcement on Monday 11th May, we will be moving to Alert Level two on Wednesday at 11.59pm.

At alert level two travel restrictions will ease and we can accept more passengers on our services.

Throughout all alert levels, we have provided frequency and will continue to do so.


Timetable information

From Thursday 14th May, under alert level 2, the Waiheke timetable will initially remain the same as the current COVID-19 timetable that has been operating during this time. For timetable information please visit: fullers.co.nz/media/2680/covid-19-level-3-waiheke-timetable.pdf

We will continue to monitor and assess demand requirements, and look to add additional frequency as required. We understand the situation can rapidly change and throughout the different alert levels, we will monitor the capacity closely, adjust accordingly, and where possible, look at what is needed to meet increased passenger demand.

From Thursday 14th May, the Devonport route will have half-hourly sailings added during peak commuter periods, from 5.45 am – 10 am, and from 4 – 7 pm at the end of the day for Devonport.

The Devonport timetable will continue hourly throughout Saturday’s and Sunday’s.


Passenger capacity

We look forward to welcoming more passengers to our services. As at every alert level, we continue to upholding rigorous Health and Safety standards to keep our customers, crew, and the communities we connect, safe.

Our services will be running at 50% passenger capacity across all operating routes to ensure physical distancing can be followed, and a 1-meter distance between passengers can safely be maintained while you’re traveling with us.

While operating with reduced passenger capacity, we encourage you to consider travelling off-peak where possible and arriving early for your service.

For travel advice during alert level two – click here fullers.co.nz/covid-19-updates/covid-19-travel-advice/

Cleaning and disinfection remain a critical step in ensuring our staff and customers stay safe. We will be continuing our enhanced cleaning practices onboard vessels, which also includes antimicrobial protection fogging of our fleet.

Our passenger register will no longer be required, and we will resume the routine practice of requiring payment for the service we provide. We are pleased to have been able to offer Waiheke Island and Devonport a free of charge service for the last six weeks.

Throughout alert level two we encourage contactless payments.

For those who held March 2020 monthly passes and were unable to use them in the last week of March, we are pleased to be extending the March 2020 monthly pass, which will be valid to use until May 31st.


Contact tracing

We have sufficient data available from those who use passes, that can support contact tracing efforts. To support New Zealand’s response, we ask all our customers to ensure their contact information is up to date and to register their pass through MyFerry app. Additionally, passengers are encouraged to keep a personal diary documenting their movements to assist with contact tracing.

As we all make the move into alert level two we ask our customers to keep at a safe distance, practice kindness, stay home if you’re unwell, and ‘play it safe’.




COVID-19 Customer Update 08-05-20 12:30PM

Auckland Transport Services resuming 11th May

Fullers360 operated Auckland Transport services will resume their regular schedule from Monday 11th May. Please note, we are still at alert level 3.

The following routes will recommence on their regular timetables which can be found on Auckland Transport’s timetables and journey planner: at.govt.nz/

  • Bayswater
  • Birkenhead
  • Gulf Harbour
  • Half Moon Bay
  • Hobsonville Point/Beach Haven
  • Stanley Bay

For more information on the Auckland Transport services please visit: at.govt.nz/about-us/news-events/public-transport-information/

As New Zealand continues to respond to COVID-19, we all have a part to play to keep ourselves, and those around us, safe. For us here at Fullers360 we take our commitment to safety seriously.

To keep our customers safe, these services will resume with physical distancing measures on board. Our ferries will run at reduced passenger capacity to give you all enough space to keep a 2-meter distance from one another. This is in line with the Ministry of Health and NZ Transport Agency guidance.

While operating at alert level three, all services will be running on 20% passenger capacity – for more information on what this means for you, and our travel advice during this period please visit: fullers.co.nz/customer-updates/customer-updates/covid-19-update-01-05-20-500pm/

This means, while these services will resume, we are unable to carry the same number of passengers.  

Physical distancing is a proven measure to keep safe from the spread of COVID-19 and will be a new normal as New Zealand continues to respond.

Whilst in alert level three the service will continue to be provided free of charge, until further notice. Please use your hop card as normal, and you will not be charged.

As we move through alert level three, we encourage all our passengers to continue being kind to one another, and our crew.

Throughout alert level three please continue to keep it local, keep it safe, and stay home if you can.

For more information on public transport travel during alert level three please read the official guidance: covid19.govt.nz/




COVID-19 Customer Update 01-05-20 5:00PM

Passenger Capacity – Keeping you safe at alert level 3

As New Zealand continues to respond to COVID-19, we all have a part to play to keep ourselves, and those around us, safe.

For us here at Fullers360 we take our commitment to safety seriously.

Enabling physical distancing is an important part of New Zealand’s COVID-19 response, and during alert level three our ferries will run at reduced passenger capacity to give you all enough space to keep a 2-meter distance from one another. This is in line with the Ministry of Health and NZ Transport Agency guidance.

Ferry capacity is calculated using all seats, including those outside. In the event of wet weather, it may reduce our passenger capacity further.

While our services are running on reduced capacity, we wanted to share useful information that may help you plan your journey with us.

Some services are busier than others. Can you be flexible with your travel?

While operating at reduced capacity we may not be able to board everyone if we exceed 20% of the vessel passenger capacity, which differs across the fleet. Please consider travelling during off-peak periods.

Here are when we predict busy periods across services:

  • To Auckland CBD: 7am – 10am
  • Leaving Auckland CBD: 3pm – 6pm

If you do not need to travel during our busy periods, please consider travelling during the off-peak times.  

Are you an essential worker?

If you are an essential worker, and you have no flexibility in your travel time we recommend you arrive early for your preferred service. Please carry workplace identification and make yourselves known to our crew and we will do our best to prioritise your boarding

Is your travel necessary?

Individual passengers have a responsibility to ensure their travel is for the outlined necessary purposes. We will be recording passenger details and reasons for travel.

For travel that is acceptable please follow the official advice here: transport.govt.nz/about/covid-19/transport-and-travel-by-alert-level/#publictransport

Could you offer up your place on a service for an essential worker?

We intend to get everyone where they need to be, safely. In the event where we may reach 20% capacity, could you offer up your space and catch the next ferry?

Arriving early

Where possible, we recommend arriving 15 minutes before boarding your scheduled service.

As we move through alert level three, we encourage all our passengers to continue being kind to one another, and our crew. We are committed to getting our customers where they need to be and need to work together as we all adapt to new measures.

Physical distancing is a proven measure to keep safe from the spread of COVID-19 and will be a new normal as New Zealand continues to respond.

Throughout alert level three please continue to keep it local, keep it safe, and stay home if you can.

For more information on public transport travel during alert level three please read the official guidance:  covid19.govt.nz/




COVID-19 Customer Update 28-04-20 4:20PM

Customer Update – Reduced passenger capacity

Throughout alert level three the Ministry of Health advise maintaining a 2-meter distance from fellow passengers is the optimum distance to keep yourselves safe.

Your safety is our priority and we take guidance from the Ministry of Health seriously. To keep our customers, and crew safe, our services will be running at 20% passenger capacity across all operating routes to ensure physical distancing can be followed, and a 2-meter distance between passengers maintained while travelling with us.

Throughout alert level three it is advisable to avoid peak travel periods to ensure physical distancing can be followed.

Where possible, for those travelling to and from Waiheke we recommend considering an earlier or later ferry. The following times are peak services for the Waiheke route:

  • 7am ex Waiheke
  • 4pm ex Auckland
  • 5pm ex Auckland

For those who work in essential services, medical professionals for example, we will do our best to prioritise you. Please carry appropriate workplace identification and make yourselves known to our crew when you arrive at the wharf. Where possible we encourage you to arrive up to 15 minutes before your timetabled service departs.

It is our priority to keep everyone safe, while also getting our customers to where they need to be. Throughout alert level three we will monitor the capacity closely, adjust accordingly and where possible, to look at what is needed to meet increased passenger demand.

We know during alert level three more people may be traveling with us and ask customers to continue following the guidelines on what is acceptable travel on public transport and to please only use our services if necessary.

For information on what is acceptable travel please visit: transport.govt.nz/about/covid-19/transport-and-travel-by-alert-level/#publictransport

On board, we ask all passengers to follow the physical distancing guidelines and keep a 2-meter distance from your fellow passengers. To assist we have provided stickers on seats throughout the vessels to highlight the distance that is required.

Thank you for you for following the guidelines and keeping yourselves, fellow passengers, and our crew safe.



COVID-19 - Update for Monthly Pass holders

Update for Monthly Pass holders

We understand the recent COVID-19 travel restrictions have impacted customers who have pre-purchased monthly travel passes. It is important to us that monthly pass holders can redeem the remaining time when travel restrictions ease.   

We will honour the remaining seven days on both Devonport and Waiheke monthly passes purchased in March 2020.

The unused travel can be redeemed once New Zealand moves out of alert level three. This means customers can utilise the remaining period of their monthly passes when traveling restrictions on public transport ease at alert level two.

The remaining seven days on the Devonport and Waiheke monthly passes are calculated from when the alert level 4 came into effect at midnight 25 March 2020.

For customers with trips remaining on their Devonport 30 Day Pass, the remaining days will be accommodated for use at alert level two.

There is no firm guidance from the New Zealand Government on when we will move to alert level two, but for now, we wanted to let you know you won’t be out of pocket. We will update customers if there are any changes or there is updated guidance.

Throughout alert level three, there are still several restrictions on public transport and we ask all customers to follow the Government guidelines and only travel if necessary.

Thank you for following the guidelines to keep fellow passengers and our crew safe, we look forward to having you back on the water soon.




COVID-19 Customer Update 23-04-20 5:30PM

Update on our services during alert level three

Following the Government announcement on Monday 20th April, alert level three will come into place for New Zealand at midnight Monday 27th April.

There will be no changes to our schedules - our services will continue to run throughout alert level three with with no changes to current operating timetable.

We will continue to operate a reduced service to Waiheke, Devonport, Half Moon Bay, and Hobsonville via Beach Haven. For timetable information please visit fullers.co.nz/covid-19-updates/covid-19-timetables/

We understand more people may be traveling with us and ask customers to continue following the guidelines on what is acceptable travel on public transport and to please only use our services if necessary. For information on what is acceptable travel please visit: transport.govt.nz/about/covid-19/transport-and-travel-by-alert-level/#publictransport

Onboard our vessels we ask all passengers to follow the physical distancing guidelines and please keep a 2 meter distance between yourself and fellow passengers at all times.

Our services will be operating at reduced passenger capacity to ensure enough space on board to maintain physical distancing. While operating at reduced capacity throughout alert level three we are commited to getting you where you need to be, safely. We will endeavor to ensure essential workers are prioritised and ask those who are essential workers, such as medical professionals or healthcare workers, for example, to identify themselves before boarding.

Our passenger register will still be in place throughout alert level three to assist with contact tracing and to understand who is travelling with us.

Throughout alert level three, high levels of sanitisation and the increased cleaning onboard our vessels continue to be a priority to keep passengers and crew safe.

We encourage all our customers to keep an eye on the Fullers360 website for relevant updates.

As we move to alert level three next week, the message is the same - please only travel if necessary.

Thank you for following the guidelines and for doing your bit to keep your fellow passengers, and our crew safe. 




COVID-19 Customer Update 23-04-20 1:00PM

Ferry services for ANZAC Day

Our alert level 4 reduced services will continue to run throughout the ANZAC day long weekend.

There are no changes to the Saturday timetable which will run as normal.

For those who need to travel with us, our services on Waiheke, Devonport, Hobsonville Point and Half Moon Bay routes will run on their respective Sunday timetable on Monday, 27 April.

Please remember while this year ANZAC is observed on a Monday and a long weekend, we are still in alert level 4.

Travel during this time is for essential workers, or those accessing essential services only. For more information on essential travel please visit: transport.govt.nz/about/covid-19-alert-level-4-transport-essential-services/ 

Please check the timetables before departing from your home: fullers.co.nz/covid-19-updates/covid-19-timetables/

Thank you for following these guidelines to keep our crew, and fellow passengers safe.




COVID-19 Customer Update 20-04-20 6:30PM

Following the announcement from the Government today, Monday 20th April, we continue to work through how our operation will run at alert level 3, and what this means for those who will travel with us.

We will provide an update to our customers before the level 3 alert comes into place next Tuesday 29th April, with more information about travel on our services at level 3.

Please keep an eye on the Fullers360 website and MyFerry app for updates and notifications to our timetables and the measures we will have in place to keep everyone safe throughout alert level 3.

Currently, and for the duration of the level 4 alert until Tuesday 28th April, our services will continue operating on the alternative reduced timetables. For timetables information please visit: fullers.co.nz/covid-19-updates/covid-19-timetables/

We continue to provide this essential service free of charge during the final week of the level 4 alert, and would like to remind everyone while we remain in the level 4 alert, travel on our services is restricted to essential reasons. For more information on essential travel please visit: transport.govt.nz/assets/Import/Uploads/About/Transport-Essential-Services.pdf

Safety continues to be a number one priority as we work to keep our passengers and crew safe - thank you for following the alert level 4 guidelines.

We look forward to providing our customers with further information as soon as possible.



COVID-19 Customer Update 09-04-20 4:50PM

Monthly Pass Holders – Update

Work on a solution is underway to ensure our customers who have a monthly pass are still able to use what’s remaining on their monthly pass when travel restrictions ease.

Currently travel on our services is only available for essential workers or essential travel. During the level four alert we are providing this travel free of charge. The level four alert came in to affect on Thursday March 26th.

Please update your contact details online at fullers.co.nz/login/ or through the MyFerry app. We will reach out to all our customers directly with further details on your pass.

Thank you for your patience and cooperation.



COVID-19 Customer Update 02-04-20 6:45PM

Passenger Registration Process

We have implemented a passenger register at boarding to record contact details of those using our services on the Waiheke and Devonport routes, during the Level Four alert.

Before boarding our vessels, you are required to provide your full name, contact details and reason for travel to our ticket office staff at a safe distance.

Passenger details will be kept for the duration of the Level Four Alert. The details will only be accessed by the Ministry of Health if contact tracing is required or by New Zealand Police if there has been a breach of the essential travel guidelines.

If you are not travelling as an essential worker, or to access an essential service you are not able to travel with us during the Level Four Alert. For further details on what constitutes essential travel you can find more information on the NZTA website here: nzta.govt.nz/.

We appreciate your cooperation.



COVID-19 Customer Update 27-03-20 4:45PM

During the level 4 alert our services will continue to run at a reduced alternative timetable for those passengers requiring essential travel.

All timetables have been updated and can be found here: fullers.co.nz/covid-19-updates/ and here fullers.co.nz/timetables-and-fares/. Please check the timetables before planning your travel.

Throughout the level 4 alert public transport will only be available for those working in essential services or to access essential services, and to move essential goods. For the safety of our crew and passengers we ask everyone to please follow this guidance.

We are providing free of charge essential travel on the following services: Waiheke, Devonport, Hobsonville Point, Beach Haven and Half-Moon Bay.

Thank you for practicing kindness and patience towards your fellow passengers and our crew as we move through this time together - our people and the communities we connect are our priority.




COVID-19 Customer Update 27-03-20 3:00PM

Changes to freight travel

Following the latest guidance received from the Government, Fullers360 is required to limit the freight it receives and transports. Freight will only be accepted if it has arrived via a courier company. This change is effective immediately. Crew are not able to accept packages that are not delivered via a courier company.

This is in line with government guidance and will be a service that is monitored by New Zealand police.

For further information please visit: https://transport.govt.nz/about/covid-19-alert-level-4-transport-essential-services/

The guidance is subject to change as the response to COVID-19 evolves. Please keep checking back here for additional updates.

Thanks for your understanding.




COVID-19 Customer Update 25-03-20 4:30PM

Timetable Update

From tomorrow we will operate our services with an alternative timetable to support those who need essential travel with us.

The modified timetable will be in place for the next four weeks while New Zealand is in a level 4 alert lockdown.

During this time public transport will only be available for those working in essential services, for medical reasons, to access essential services including get to the supermarket, and to move essential goods.

Please follow these guidelines during this time to ensure our crew and customers are kept safe.

For new timetable for Waiheke and Devonport please visit fullers.co.nz/covid-19-updates/covid-19-timetables/.

We are really pleased to let our customers know we will be providing free services across all of our network during the level four lockdown period. This includes Waiheke and Devonport services.

Please use your hop card as normal and for those using passes you will not need to scan your ticket.

We are currently in the process of updating our website timetables for all routes and will notify our customers as soon as this is complete.

Please practice kindness and patience towards your fellow passengers and our crew - our people and the communities we connect are our priority.




COVID-19 Customer Update 24-03-20 3:00PM

Please be advised that our commuter ferry services, and Waiheke bus services will continue to run as scheduled on Tuesday 24th March and Wednesday 25th March until the last scheduled departure across all our routes.

From Thursday 26th March our services will run on an alternative timetable. We are currently working on the alternative timetable and plan to release the schedule as soon as it is available.

The Government announced on 23 March 2020 that New Zealand will be placed at alert Level 4 from 11.59pm on Wednesday 25 March. Public transport and ferry travel are an essential service and our operation will continue to run throughout the four-week period.

It’s important to note, that several routes are key to keeping people connected to Auckland - we take our role in supporting these communities seriously. Our operation will look different, but our focus remains the same – getting Aucklanders to where they need to be.

We encourage all our passengers to keep an eye on the Fullers360 website and My Ferry App as we release the new timetable.

We ask you to please observe the following physical distancing measures:

  • Observe the 1.5meters – 2meters social distancing on board vessels and in queues
  • Make use of the space on board our vessels
  • Wash your hands regularly with soap and water
  • If you are unwell, please use PPE gear while you travel with us
  • Please be kind to our crew who are working hard to get you where you need to be.

For information specific to customers who are travelling to self-isolate please visit: fullers.co.nz/customer-updates/customer-updates/covid-19-update-22-03-20-600pm/



COVID-19 Customer Update 23-03-20 9:10PM

Tourism Product and Services Temporary Suspension

Following today’s announcement, we have temporarily suspended all Fullers360 tourism products and tours effective immediately.

Keeping our crew, customers and New Zealand safe is a top priority as we get through this, together.

For any enquiries on current or future bookings please reach out to our customer care team, enquiries@fullers.co.nz.

We will endeavour to get back to you as soon as is possible during normal office hours. We will notify our customers when we are able to reinstate these products and we hope to have you back exploring the Hauraki Gulf shortly.

Customer Updates Archive

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