Overview

COVID-19 FAQ

  • What is Fullers360 doing to prepare for the possibility of an outbreak of COVID-19 in Auckland to protect its staff and ferry passengers?

    Fullers360 is following the advice from the Ministry of Health and World Health Organisation and is taking a joint approach with Auckland Transport. We are both in frequent contact with the Auckland Regional Public Health Service.

    Given the situation has evolved rapidly, for the most up to date changes please read through the Covid19 customer updates for how Fullers360 has responded and adjusted accordingly.

    Here are some measures we are taking to keep our staff and customers safe on board:

    • We have increased high levels of cleanliness and hygiene practices onboard our vessels with crew cleaning surfaces frequently either on-run or and after each shift. We will keep updating this practice in line with the Ministry of Health’s advice to prevent spread. 
    • Additional hand sanitizers are provided on all vessels along with soap and water in all restrooms. 
    • You may see some of our crew wearing Personal Protective Equipment (PPE). 
    • Auckland Transport has provided prevention/cough and sneeze etiquette posters for placement on the ferries, reminding staff and passengers of appropriate steps to prevent spread. 
    • Our onboard cafés and bars are now closed.
    • We have introduced physical distancing measures on-wharf with Auckland Transport and are monitoring this with the vessels.
    • Those seeking essential travel with us on the vessels are requested to take responsibility with physical distancing and stay at least 2 metres apart from others.
  • What is Fullers360’s advice for ferry users during the level 4 lockdown?

    During the level 4 lock down travel is to be strictly limited to those who have essential travel.

    For those who need essential travel with us during the lockdown this is our advice: 

    • Practice social distancing and find a quiet space away from customers on board.
    • 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
    • Please consider wearing PPE (personal protective equipment) while you’re travelling with us
    • 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 more information on what is classified as essential travel please visit: covid19.govt.nz/help-and-advice/for-travellers/

  • What is considered essential travel and how will it be monitored?

    We are following the Government’s guidelines for using public transport during the COVID-19 Level 4 Alert. Public transport services will only be available for those working in essential services, for medical reasons or to access essential services.

    Auckland Transport and the NZ Police may ask essential workers, while travelling, to show who they work for. Where practical, people should carry some form of identification showing who they are, who they work for, and their job (e.g. a business card, letter from their employer, or other work ID).

  • How are we keeping our customers informed on latest updates related to Covid-19?

    It’s our priority to keep our customers informed. We are notifying customers regularly via our Travel Alerts. On our website, we have set up a new COVID-19 response page and will be updating this page regularly as changes are made. For the latest COVID-19 information and advice for our customers please visit fullers.co.nz/covid-19-updates/.

    For the most up to date information from the New Zealand Government please visit: covid19.govt.nz/

  • What are the operational changes to ferry services related to COVID-19?

    Effective 6:00am on Thursday 26 March, we are providing free ferry services for essential travel on the following commuter routes:

          Waiheke, Devonport, Hobsonville Point and Half Moon Bay.

          All other routes will not be operational during the lockdown period.

  • What happens if I’m unwell while on board or displaying symptoms?

    The Government’s instruction is that only essential travel is permitted during the level four alert lockdown. During this period you should remain self-isolated and if you’re unwell please phone Healthline. 

    If you become unwell while traveling with us, this is our advice: 

    • If you are unwell and displaying Covid-19 symptoms, the Ministry of Health advises you stay home. You can contact the Healthline team at 0800 358 5453.
    • If you are feeling unwell and need to travel with us, find an isolated area on board the vessel and restrict close contact.
    • Please cover your face and mouth while coughing or sneezing.
    • Please consider wearing PPE (personal protective equipment) while you’re travelling with us.
    • Avoid touching surfaces where possible.
    • Wash your hands regularly using soap and water in the bathrooms or use the sanitiser located on wharves and vessels.
    • Please notify our crew of your symptoms, whilst maintaining 2 meters distance
  • Are the cafes on board the ferries open during the lockdown?

    Cafes are a non-essential service, and they will be closed during the level 4 lockdown period.

  • Who can travel on the ferries during the lockdown?

    We are following the Government’s guidelines for using public transport during the COVID-19 Level 4 Alert. Public transport services 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. For details on what is considered an essential service, please visit covid19.govt.nz/government-actions/covid-19-alert-level/ 

    Auckland Transport and the NZ Police may ask essential workers, while travelling, to show who they work for.  Where practical people should carry some form of identification showing who they are, who they work for, and their job (e.g. a business card, letter from employer or other work ID). 

  • Will I be charged for ferry travel during the 4-week lockdown?

    We will be providing free services for customers that require essential travel across our network during this time period. This includes Waiheke, Devonport, Hobsonville Point, Half Moon Bay, and Beach Haven services.

    All other routes will not be operational during the lockdown period. Please check the updated timetables before you plan your trip on fullers.co.nz/timetables-and-fares/.

  • Do I need my HOP card to travel on the ferry?

    In line with Auckland Transport’s guidelines, please continue to tag on and off using your AT HOP card, which will allow Auckland Transport to monitor passenger numbers.

    For those using passes, you will not need to scan your ticket. 

  • What are the timetables for ferry services during the level 4 lockdown?

    Waiheke, Devonport, Hobsonville Point, Half Moon Bay, and Beach Haven services are the only services running currently. All other routes will not be operational during the lockdown period. Please see the timetables for operational ferry routes here.

  • How is Fullers360 regulating who travels on ferries during the lockdown period?

    We are in line with measures taken by Auckland Transport for monitoring essential travel during the level four lockdown. Essential workers traveling on ferries may be asked to show who they work for. Where practical, people should carry some form of identification showing who they are, who they work for, and their job (e.g. a business card, letter from their employer, or other work ID).

  • I don’t want to travel because of Coronavirus concerns – can I cancel my tour booking and get a refund?

    We understand customers concerns in relation to travel at this time. Please check our Terms & Conditions page for cancellation policies. Alternatively, you can email our Customer Care Centre any questions at enquiries@fullers.co.nz.

  • What are my options regarding flexibility / amendment / cancellation of my booking?

    Please read these Terms and Conditions before purchasing a ticket, tour or pass. You may get in touch with our Contact Centre for specific enquiries related to COVID-19.

  • When will Fullers360 services resume?

    The situation has evolved rapidly and while the Government has instructed a 4-week lockdown period our services will remain reduced to support those seeking essential travel.

    We cannot speculate at this time for when all tour products and services will resume – we will keep our customers updated with any changes.

  • The government has banned indoor gatherings of 100+ people, will it affect my ferry travel?

    No, this new measure does not apply to public transport and will not affect your essential travel. Travel during the level 4 lockdown is limited to only those seeking essential travel. This includes transport for workers in essential services, for medical reasons or to access essential services.

  • Where can I find more information?

    For more information, please visit fullers.co.nz/covid-19-updates/ or  covid19.govt.nz/ to follow Ministry of Health guidelines.

  • Can I transport freight?

    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: 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.

  • How is physical distancing maintained on the ferries?

    Physical distancing on-board our vessels is encouraged, and we suggest passengers maintain 2 metres of distance with other passengers at all times. With very few passengers on board right now, maintaining a 2-meter distance is achievable. Stickers have been provided by Auckland Transport on the gangways to guide this distance and our crew are monitoring the situation on board

  • How are Fullers360 keeping crew safe?

    Operations have been asked to do their best to minimise mixing of crews so staff work with their own ‘bubble’ much like they have at home. Crew have Personal Protective Equipment (PPE) and have their own washroom on board vessels. All boats are equipped with hand sanitizers as well as soap inside the washrooms. We are in frequent contact with the Auckland Regional Public Health Service to ensure we are keeping our staff and our passengers safe at all times.

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