Wairarapa Line train reliability

Greater Wellington regional councillors, Metlink, and its rail operator Transdev Wellington understand the frustration caused by recent rail replacement services and delays on the Wairarapa Line, and we want to assure our passengers that we are committed to restoring the reliability of train services as soon as possible.  

Frequently asked questions

Why have there been so many disruptions on the Wairarapa Line?

There are a number of contributing factors affecting the overall Wairarapa Line service, including a limited roster of staff within Transdev Wellington, and temporary speed restrictions as KiwiRail improves the rail line in preparation for new trains coming 2028/29.

What is causing the staffing shortage?

The Wairarapa Line requires Train Managers with specialised training, including industry standard licences for safety procedures for the Remutaka Tunnel and shunting operations in Masterton Yard. While Transdev have 12 Train Managers on the books, only six are currently available for rostering. A full weekday timetable requires at least seven.

What is Transdev doing to fix the issue?

In the meantime, Transdev are working to optimise rostering and manage available resources as efficiently as possible. Weekday services will be prioritised over weekends, and commuter services over daytime services.

Why can’t other Train Managers cover Wairarapa services?

Wairarapa Train Managers require specific licences for skills that Train Managers on the Wellington Network with its electric trains do not need to have. This includes safety protocols for the Remutaka Tunnel and the ability to operate points and shunt trains and carriages in the Masterton Yard. The pay rates for the Wairarapa line are higher than their Wellington colleagues to reflect the additional responsibilities for the tunnel and the yard.

The necessary skills and licences take time to train and there are assessments for competency before a Train Manager can work on the Wairarapa Line.

Although this is not a short-term fix, Transdev are looking at whether we can train Wellington Train Managers and other Rail Workers in their Wairarapa licences. 

Why are buses replacing train services? 

Buses replacing trains are a reality of any transport network, either during scheduled maintenance or to keep services running when unexpected incidents occur. However, as our aging network is renewed and our overall network resilience improves, it would be reasonable to expect fewer bus replacements in the future.

We understand that buses take longer and do not provide the same level of service as trains, and Metlink is developing a plan to improve rail replacement services across the network, with actions based on passenger feedback and lessons learned from previous rail closures.

Information about the bus replacing train improvement plan will be presented at the Transport Committee meeting on 3 April 2025.

When will service reliability improve?  

Transdev are working hard to stabilise staffing levels and expect improvements as new recruits complete their training mid-2025. Based on the training requirements, Transdev expect to have a full team of Train Managers by September 2025.

While weekday commuter services will be prioritised with trains, buses will continue to replace trains as required. We are monitoring the situation daily and making adjustments where possible to minimise the impact on passengers. 

Passengers can expect trains to be running as normal unless otherwise specified by Metlink service alerts, on real-time information boards, or announced on platform. 

Are Transdev’s employment practices being reviewed?  

Yes, Transdev are looking at:  

• The physical requirements of the Wairarapa Train Manger role. Past recruitment has not sufficiently taken into account the physical elements of the role (shunting, moving the points and potential evacuation procedures). We have introduced physical and physiological tests for new recruits.  
• We are looking at how we better manage the health and wellbeing of our staff. We have recently started using the services of a physiotherapist to work with people with injuries (whether from work or home) so they can safely return to work sooner. It is always a balance given how long it takes to train a Wairarapa Train Manager and the required reasonable timeframe an employer needs to allow an employee to retain fitness for work.

Contractual agreements

Metlink and Transdev Wellington’s Rail Partnering Contract is designed to deliver a sustainable transport model with an expectation of quality service for passengers, and a commitment to run scheduled services by train or bus replacement as required. The contract is in place until 2031 and is not currently under review.