Booking & Cancellation Information
Booking, changes and cancellations
Plans can change, so it's important to understand the conditions that apply to your ticket before booking.
The information below provides a summary of our consumer cancellation, refund and exchange policy. Our full Terms & Conditions apply to all bookings and should be referred to for complete conditions.
Changing or cancelling your booking
Changing or cancelling your booking
Cancellation notice | Refund or exchange |
|---|---|
21 days or more before departure | Full refund |
7 days or more before departure | 50% refund or gift voucher |
48 hours or more before departure | Exchange to another available service or date |
Refunds and exchanges may be subject to a reasonable processing or administration fee.
Some tickets, promotions and services have different conditions, so always check the conditions applying to your booking.
Special journeys, charters and one-off services
Charters, special interest trips and one-off services are non-refundable and cannot be exchanged.
Promotional tickets may also have specific refund and exchange conditions. Check the conditions of the promotion before booking.
If we cancel your train
Dunedin Railway Station may need to alter or cancel a scheduled service due to operational requirements or other circumstances.
If we cancel the scheduled service for your ticket, you will receive a full refund of the ticket price, excluding booking and other fees.
We'll use reasonable endeavours to notify affected passengers of relevant cancellations or changes.
Changes to a service
From time to time, we may need to change a scheduled service, including its timing or where passengers are picked up or set down.
A change to the time or location of a service does not automatically entitle the ticket holder to compensation.
Delays or breakdowns after departure
No refunds or compensation are provided for a breakdown or delay after you have boarded your service.
If you're running late or miss your train
Passengers are responsible for arriving at the departure point with enough time to complete check-in and board before their scheduled departure.
If you miss your train because of circumstances outside the control of Dunedin Railway Station, this is treated as a no-show and is not automatically eligible for a refund.
This includes delayed cruise ship docking or disembarkation, transport delays, traffic disruption, weather conditions and personal circumstances.
Any refund or credit offered in these circumstances is at the discretion of Dunedin Railway Station.
Cruise passengers
If you're visiting Dunedin by cruise ship and booking a public scenic train journey independently, check your ship's arrival, disembarkation and all-aboard times carefully before booking.
Allow enough time to travel between Port Chalmers and Dunedin Railway Station in both directions. Delayed ship arrival or disembarkation resulting in a missed public train departure is treated as a no-show under our standard conditions.
Exchanges
Where an exchange is available, this will generally be for a replacement ticket on another available service or date.
Exchanges must be requested within the applicable timeframe and are subject to availability.
Before you book
Check the journey-specific information and conditions displayed when booking, particularly for special journeys, promotional fares and one-off experiences.
For the complete conditions applying to your ticket, please read our Terms & Conditions.