COVID-19 Customer Update 04-06-20 2:24PM

Waiheke Residents’ Lane operational through winter season

As New Zealand entered Alert Level 2, we resumed the Waiheke Residents’ Lane for our commuters. We are pleased to advise that the Waiheke Residents’ Lane will remain open throughout winter, during the following hours until 11th October 2020:

From Downtown Auckland:

Monday to Friday
4:00PM – 6:00PM

Sat/Sun/Public Holidays
9:00AM - 12:00PM

From Matiatia (Waiheke Island):

Sat/Sun/Public Holidays
3:00pm – 6:00pm

For more information on Waiheke Residents’ Lane, please visit fullers.co.nz/commuter-hub/residents-lane/

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 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 08-04-20 2:15PM

Alert level 4 services running during Easter

Our alert level 4 essential services will continue to run throughout the Easter long weekend.

Waiheke, Devonport, Hobsonville Point and Half Moon Bay routes will run on their respective Sunday timetable on Good Friday (10 April), Easter Sunday (12 April) and Easter Monday (13 April).

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

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

Please remember while Easter is a long weekend, 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/

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

We wish you all a safe and Happy Easter.

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.

COVID-19 Customer Update 22-03-20 6:00PM

New procedure for customers self-isolating on Waiheke Ferry Services

For passengers who have recently returned from overseas and are travelling to Waiheke to self-isolate for the required 14 days, we have implemented a new procedure to keep yourself, customers, and our crew safe.

If you are travelling to Waiheke to self-isolate, please familiarise yourself with the below process before you start your journey:

  • If you have returned from overseas and are travelling to Waiheke to complete self-isolation you will need to make yourself known to wharf staff and crew immediately. Please do not queue for or board the vessel.
  • There is a designated-on wharf area for you to wait, our wharf staff will identify this area for you.
  • We will board and disembark our non-isolating passengers first. Wharf staff will let you know when it is time to board/disembark.
  • Once on board there is an assigned, designated area for self-isolation customers to be seated. Self-isolated customers will be seated with 1.5/2 meters distance between self-isolating travelers.
  • When a passenger has traveled in self-isolation, the seating area will be thoroughly cleaned and sanitised after each sailing.

This new process is part of doing our bit to keep the Waiheke community safe and helping residents’ get to where they need to be. The process is in place for our Waiheke services, effective immediately.

For all on board our services, we encourage you to find a quiet space and before boarding our services please check out our webpage for travel advice: fullers.co.nz/covid-19-updates/

We are committed to providing a safe journey for all our passengers while on board. Please respect the privacy of all individuals travelling, and be kind to our crew. Thank you for your cooperation with us during this time.

COVID-19 Customer Update 19-03-20 7:30PM

Dear Customers,

As the New Zealand COVID-19 situation unfolds it’s clear we are in unprecedented times. The current situation is evolving daily, and we are committed to responding in the best interest of our customers and are dedicated to doing our part in public safety. We are working closely everyday with the new information from Ministry of Health and Auckland Transport and are working hard to respond quickly.

In line with the Ministry of Health, if you are feeling unwell you are advised to avoid public transport and stay at home. This is in the interest of public health.

Here are the new measures we are taking to keep our customers safe on board:

  • Removing unwrapped food from our cafes
  • There will be no use of customer keep cups allowed – takeaway cups are still available
  • Alternative travel arrangements are restricted to bus only, Uber will no longer be available as a replacement service – if a service is cancelled, we will advise via Travel Alert if there is a replacement bus
  • Increased cleaning and sanitisation of our vessels is taking place
  • You may see some of our crew wearing Personal Protective Equipment (PPE)
  • Social distancing on-board our vessels is encouraged. If possible we suggest customers leave one seat between other passengers

For those who continue to travel with us, this is our advice:

  • Where possible, travel off-peak and avoid crowds
  • Find a quiet space on board and make the most of fresh air
  • Wash your hands regularly using soap and water in the bathrooms or use the sanitiser on wharves and vessels
  • Be kind to one another, including our crew who are committed to keeping you safe

If you are feeling unwell and need to travel with us, this is our advice:

  • Find an isolated area on board the vessel to limit close contact
  • Wear a protective mask to limit spread
  • Regularly wash your hands with hand soap
  • Travel outside of peak times

If you are travelling home to self-isolate, this is our advice:

  • Practice social distancing and find a quiet space away from customers on board
  • Please wear PPE gear if you feel unwell
  • Travel outside of peak commuter periods
  • Make use of the outside space on-board
  • Utilise the hand sanitiser available on wharves, before boarding
  • Avoid touching surfaces where possible
  • Sealink is a service available to Waiheke where you can travel in your own vehicle

As always, our crew are here to help and ensure your journey is a safe one.

For the latest information please visit fullers.co.nz/covid-19-updates/

COVID-19 Customer Update 19-03-20 03:41PM

Dear customers,

We know the current situation evolving daily with COVID-19 may be unsettling and wanted to share with you how we’re responding and what this means for you and our services and tours. We also want to reassure you of the precautionary measures we’re taking, to care for our customers and staff to ensure your journey is a safe one. In the first instance, we are working closely with Auckland Transport on measures taken and following the advice from the Ministry of Health.

Everyone has a part to play and would encourage you to visit the Ministry of Health and follow their health and safety guidelines: health.govt.nz/our-work/diseases-and-conditions/covid-19-novel-coronavirus

At times like this communication is key and we would like to encourage all customers to keep an eye on the Fullers360 website for updated travel advice, and to download the MyFerry app to receive up to date travel alerts and information.  

If you are due to travel with us shortly, currently our services and tours are all running to schedule and we don’t anticipate any changes until further notice. With such a dynamic situation, we are monitoring the situation daily and responding as needed and will keep our customers informed as new information is released. For any disruptions that occur we will notify customers through our travel alerts and the Fullers360 website. Please visit fullers.co.nz/travel-alerts/to stay informed, or follow us on Facebook.

Caring for our people, and the safety of our customers and crew are top priority for us. We are following advice and guidance from government advisories in relation to cleaning, sanitisation and protective equipment. We have increased the frequency of cleaning and sanitising our vessels and ticket offices, and hand sanitiser is available for customer and crew use.  For our crew working on-board and in contact with customers, they have the option of wearing Personal Protective Equipment should they require or request it.

Following advice on mass gatherings, we are monitoring the situation closely and aligning with Auckland Transport to act accordingly following advice from the Government. Currently the restrictions around mass gatherings will not affect our services. Current travel advice includes avoiding peak commuter periods where possible.

The current situation is changing daily and are working hard to respond appropriately and get you where you need to be. Thank you for your patience as we work quickly to respond and update our vessels and ticket offices with information from the Ministry of Health on hygiene protocols. 

The health and safety of our community, staff and customers is a top priority and we wanted to make it really clear the measures we are taking to keep everyone safe. Please see below how we’re playing our part during this time: 

Image 1022---Covid-19_Comms_Points.png

At any time, we’re here to help and you can message us or phone in and we’ll be ready to respond. Please visit fullers.co.nz/contact-us/