Frequently asked Questions
- All
- Tickets
- Travel
- Bikes
- Children
- Accessibility
- Disruptions & Cancellations
Where can I buy tickets?
Ferry tickets can be purchased online or in person. The Island Direct ferry can be booked in advance at no added cost, giving customers the certainty to plan their journey. Passengers can also ‘walk up’ and purchase a ticket at either Matiatia Wharf (pier 3) or the Downtown Auckland Ferry Terminal (pier 13) on a first-come, first-served basis. Please note - all ticket sales are cashless.
Can I purchase a ticket at the pier, or do I need to book in advance?
With limited seating, customers are encouraged to book in advance at IslandDirect.co.nz; however, passengers can also ‘walk up’ and purchase at either Matiatia Wharf (pier 3) or the Downtown Auckland Ferry Terminal (pier 13), subject to availability.
How much do tickets cost?
Island Direct tickets cost $27.50 one way or $50 return, regardless of date or time. All fares are in New Zealand dollars and inclusive of GST. Other products, including multi-pass tickets, are currently under development.
Find out more about pricing here.
Does it cost extra to book a seat?
The Island Direct ferry can be booked in advance e at no added cost, giving customers the certainty to plan their journey.
Does Island Direct offer multi-pass ferry tickets?
Island Direct is proud to offer multi-pass tickets for regular commuters, including:
- 10-journey tickets - $166
- 40-journey tickets - $576
Can I book a ticket without choosing a selected ferry?
When booking online, passengers must select a specific sailing; however, walk up sales, including those purchased at our Downtown Ferry Terminal kiosk (adjacent to Pier 13/14), are also very welcome on a first-come, first-served basis.
How do I book a sailing with my pre-purchased multi-pass ticket?
Multi-pass ticket purchasers will need to create an account before purchasing either of our multi-pass ticket products. Once you’ve purchased your preferred multi-pass ticket, simply login to the multi-pass portal section of our website to create a reservation for a selected sailing.
Alternatively, multi-pass ticket holders can walk up and board any of our sailings by logging into your multi-pass portal and showing the Island Direct crew your designated QR code. This QR code will remain valid for 12 months following the date of purchase.
Multi-passes can be used for up to two people per trip.
It's important to note that like other walk-up passengers, multi-pass ticket holders will be accepted on a first-come, first-served basis, so book in advance if travelling at peak times, especially during busy, weekend sailings.
Does Island Direct offer group booking discounts?
At this stage, we do not offer group booking discounts for travel on the Island Direct ferry.
Can I book the entire Island Direct ferry for a private group?
Subject to scheduling and availability, Island DIrect is able to offer private group bookings for the entire vessel. Please email hello@islanddirect.co.nz with details of your request and a member of our team will get back to you as soon as possible
How far in advance can I book a ticket?
Passengers will be able to book their sailing with Island Direct up to 90 days in advance, subject to availability.
How long are tickets valid for?
All Island Direct tickets (one-way and return) are valid for 12 months from the date of purchase.
What payment methods are accepted?
Island Direct is cashless. We accept Visa, Mastercard and American Express for both online and in-person bookings.
Can I use my AT HOP card?
Currently, we are not able to accept AT HOP for travel on the Island Direct ferry; however, we are working with our partners at Auckland Transport to understand the viability of this option going forward.
Can I use my AT HOP Gold card?
Unfortunately, without AT HOP capability on board on the Island Direct ferry, we are not able to offer the Super Gold public transport concession at this time. We are working with our partners to identify solutions to this, and hope to be able to offer this concession soon.
Are children required to purchase a ticket?
Children under five ride free on the Island Direct ferry, and we are happy to offer a reduced fare for children between the ages of five and 12, inclusive.
Maritime law dictates that ALL passengers must have their own ticket on board commercial vessels and as such, children are required to have their own ticket even when riding for free (under fives). This can be noted at the time of booking on IslandDirect.co.nz, or with the Island Direct team when travelling as a ‘walk up.’
Where does the Island Direct ferry depart from?
The Island Direct ferry from downtown Auckland to Waiheke Island departs from Pier 13, Downtown Ferry Terminal, Auckland.
The Island Direct ferry from Waiheke Island to downtown Auckland departs from Pier 3, Matiatia Ferry Terminal, Waiheke Island.
Where does Island Direct travel to?
Island Direct provides direct travel between the Downtown Ferry Terminal (pier 13) downtown Auckland and Matiatia Wharf (pier 3) Waiheke Island.
How long is the journey between downtown Auckland and Waiheke Island?
The Island Direct ferry between downtown Auckland and Waiheke Island takes around 40 minutes one way.
How far in advance should I arrive for my sailing?
To ensure a smooth and timely boarding, passengers are encouraged to arrive at the respective pier at least 10 minutes prior to scheduled departure.
Is food and beverage available for purchase?
The Island Direct ferry has a licensed cafe and bar on board, proudly serving a range of goods, including a selection of Daily Bread catering, barista-made Supreme coffee, non-alcoholic and alcoholic beverages.
Can I bring my own food and beverage on board?
Passengers are permitted to bring their own food and non-alcoholic beverages for consumption on board the Island Direct ferry. The consumption of alcoholic beverages not purchased at the licensed, onboard cafe is strictly prohibited.
Are there toilets on board?
There are two toilets on board the Island Direct ferry, located on the rear deck.
Is there WiFi on board the Island Direct ferry?
At this stage, customer WiFi is not available on board the Island Direct ferry.
Is the Island Direct ferry wheelchair accessible?
The Island Direct ferry cabin and onboard toilets have limited accessibility and may be difficult to navigate for some users. If you have any questions or wish to discuss in advance of booking, please do not hesitate to contact us at hello@islanddirect.co.nz.
I have accessibility requirements. How can I raise these in advance of my sailing?
When booking a ticket at IslandDirect.co.nz, there will be an option to indicate whether you require any special assistance. If you are travelling as a ‘walk up,’ please notify the Island Direct team who will be happy to assist.
I’m travelling with an infant or small child - is there a place to stow my pram on board?
Prams and / or other large items can be stowed on the luggage, located on the rear deck of the Island Direct ferry.
Can I bring my bike on board?
Bicycles are welcome on board the Island Direct ferry, and passengers travelling with bikes are invited to stow these on racks located in the rear corners of the vessel.
Please note - racks are not completely covered, so bikes may get wet in inclement weather. Rack space is limited, so passengers travelling with bicycles are encouraged to arrive early.
Are there e-bike charging facilities on board?
Unfortunately we are not able to offer e-bike charging on board at this time.
Can I travel with my pets?
Dogs and other small household pets are permitted on the Island Direct ferry. Dogs must be on a leash at all times and stay outdoors under your supervision. Any other small household pets must be restrained in a carrier.
Do you have luggage racks on board?
For those travelling with luggage, smaller items can be stowed underneath all seats. Larger items can be stowed on the luggage racks located on the rear deck. Please note - these racks include a canvas cover to prevent luggage getting wet in inclement weather.
Can children travel unaccompanied?
All children under 13 years of age must be accompanied by an adult when travelling on the Island Direct ferry.
Can I refill my drink bottle on board?
We support the reduction of single-use plastics, and encourage passengers to refill their reusable drink bottles through our filtered tap, located in the forward area of the cabin.
Can I smoke or vape on board?
The Island Direct ferry is proudly smoke and vape free.
Where can I enquire about lost property?
Please email hello@islanddirect.co.nz with a description of the items you have left behind and we will get back to you as soon as possible.
What items are prohibited on board?
To ensure a safe and enjoyable experience on Island Direct, we ask all passengers to avoid bringing the following list of prohibited items on board:
- Diesel, Petrol, Kerosene
- Batteries
- Camping stove fuel
- Corrosive substances (e.g. acids)
- Dive tanks
- Drain cleaners, insecticides, pesticides
- Hand flares, smoke flares
- Matches
- Methylated spirits
- Pool chlorine
- Portable toilets or septic tank waste
- Sodium and potassium metals
- Ammonium nitrate, fertiliser sand, bitumen and other environmentally hazardous substances
- Hay (category A)
- Calcium carbide UN 1402 PG I and PG II - category B
- Hydrochloric acid UN 1789 PG II and III – category C
- Acetylene UN 1001 – category D
- LPG – category E
What happens if Island Direct delays or cancels a sailing?
If a disruption occurs, we will notify you through the email address you provided when making your booking. We also regularly update our website with any travel alerts.
This email will contain a link to our ‘manage booking’ page, also found via Island Direct.co.nz. From here, you will be prompted to enter your surname and booking reference number and change your reservation to a new sailing, subject to availability.
If for any reason you are unable to find a suitable alternative sailing, you can also request a full refund for your fare. Please note - refunds may take up to 24-48 hours to process.
If Island Direct delays or cancels my sailing and I am unable to re-book to a suitable alternative, how do I request a refund?
If a disruption occurs, we will notify you through the email address you provided when making your booking. We also regularly update our website with any travel alerts.
This email will contain a link to our ‘manage booking’ page, also found via Island Direct.co.nz. From here, you will be prompted to enter your surname and booking reference number and change your reservation to a new sailing, subject to availability.
If for any reason you are unable to find a suitable alternative sailing, you can also request a full refund for your fare. Please note - refunds may take up to 24-48 hours to process.
My plans have changed, can I change my booking to a new sailing time?
Customers who have booked their tickets online will be able to make changes to their reservation through the ‘manage booking’ link in your confirmation email, or via the ‘manage booking’ page on Island Direct.co.nz.
From here, you will be prompted to enter your surname and booking reference number and change your reservation to a new sailing, subject to availability.
Changes can be made to existing reservations up to two hours prior to departure. Please note that changes to reservations within two hours of sailing are not permitted.
How do I cancel my booking?
If your plans change and you need to cancel your reservation, you will be able to do so through the ‘manage booking’ link in your ticket confirmation email, or via the ‘manage booking’ page on Island Direct.co.nz.
From here, you will be prompted to enter your surname and booking reference number and change your reservation to a new sailing, or request a cancellation.
Please note - refunds may take up to 24-48 hours to process. If requested within 24 hours of sailing, a cancellation fee of $5 will apply.
Can’t find the information you’re looking for above?
Drop us a line at hello@islanddirect.co.nz and we’ll get back to you as soon as possible.
