MyWay by Metro
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Public transport designed around you.

Timaru’s usual bus service has been replaced by the MyWay by Metro on-demand public transport service. MyWay is available Monday to Friday 7am to 7pm. Saturday, Sunday and public holidays 8am – 6pm.

Please keep up to date on the MyWay by Metro Facebook page.

MyWay by Metro is a trial service in Timaru. It has been developed because the previous bus service simply wasn’t well used. Rather than reducing services or removing public transport altogether, we are looking at this on demand service as an alternative.

Being a trial, we are constantly testing and trialling things to ensure MyWay works as smoothly as possible. It is a different sort of public transport, and it does take a bit of adjusting to.

At peak times, there can be reasonably long wait times up to half an hour. We have seven vehicles in service at the moment, and all of them are running at peak times. We are making various adjustments to help reduce the pressure on the peaks, including tweaking maximum wait times, walking distances and fares, and introducing a new scheduled service for schools. We encourage school students to use the T1 and T2 school services to ensure they get to school on time.

The trial will run until mid 2021, when the service will be evaluated to see whether it is sustainable for the long term.

You simply request a vehicle directly from your smartphone app, through the contact centre, or you can book here.

Smart scheduling technology allocates your vehicle to you and means that passengers can share the vehicle.

The powerful technology identifies a nearby ‘virtual bus stop’ or an existing bus stop within a short walking distance for pick up and drop off, allowing for quick and efficient shared trips without inconvenient fixed routes and schedules.

When you book, you choose one of the suggested pick up times. Be sure to let us know any accessibility needs too.

What is the service area?

MyWay reaches all of the Timaru urban area including Washdyke, Gleniti, Redruth, and the Port area.

The Timaru Link and the Temuka service and two Timaru Schools services are also operating in Timaru. View timetables.

Click on the image to view a pdf (532kb) of the service area map for more detail.

MyWay Service Area Map

The MyWay by Metro on-demand public transport service has replaced the Gleniti, Grantlea and Watlington services. The Timaru Link and Metro Temuka services continue to operate.

We’re running MyWay for a 12-month trial and will review its success as we go along.

How can I keep up to date with MyWay news?

Keep up to date with MyWay by Metro by following us on Facebook and Instagram.

What does it cost to use the service?

The introductory fares for the 12-month trial are:

App and Metrocard payments
Adults: $2.00
Children (5-17 years): $1.30
Children under five: Free
Mobility impaired (driveway to driveway): $5.00
Cash is not accepted on MyWay other than for Metrocard top-ups. Top-ups require a minimum of $10. Fares are subject to change during this trial period.

SuperGold cardholders travel free during all off-peak times. That's weekdays between 9am and 3pm, and after 6.30 pm, and all weekends and public holidays. Simply register as a SuperGold holder and then present your SuperGold card to the driver when boarding the bus.

Fares for the Link, School Services and Temuka service do not change. Visit the Timaru Metroinfo website for more information about these services

Payment options

Paying for your fare is simple with the app. To add your credit or debit card details to the app, click on MyWay at the top left of your screen and select ‘Payments’.

You can also select the Metrocard option to pay with your Metrocard, or call 688 5544 to talk to our friendly operators. If using your Metrocard you will need to ensure that you have enough money stored on your card.

Simply swipe your Metrocard when you board the vehicle. Any extra passengers will need their own Metrocard.

Cash is not accepted on MyWay other than for Metrocard top-ups. Top-ups require a minimum of $10.

Paying onboard

The driver is notified of your payment choice.

If you’ve booked on the app and selected to pay by bank card (under ‘My Payment’), you don’t need to do anything when you board.

If you’ve selected ‘Metrocard’ as your payment method, simply tap your Metrocard when you board.

Bank card authorisations

When you put your credit or debit card details into the MyWay App, your bank may institute a pre-authorization charge of $1 to validate your card. After your card is validated, this charge will be reversed (generally within 48 hours). The pre-authorization charge only occurs once.

Need a Metrocard?

Metrocards are only $5. You can order a Metrocard online or pick one up from the Timaru Information Centre. Register your card when you get it, to keep your funds safe if you lose your card, and to make topping up easy.

Can I use cash to pay my fare?

MyWay vehicles don’t accept cash other than for Metrocard top-ups. Payments are by MyWay app, Metrocard or SuperGold card only.

Will I be charged if I cancel my trip?

Your credit/debit card will be charged after you have completed the trip, so the only charge for a cancelled trip would be a cancellation fee, if applicable.

If you require a refund please call us on 688 5544.

When will the payment come out of my account?

This does depend on your bank. Sometimes, the payment will not come out of your account on the same day you take your ride. Check that the total number of transactions match up with the total amount of rides in your ride history, rather than the date of the payment.

How do I use the service for the first time?

The fastest and easiest way to book your trip is through the MyWay by Metro app, available for free download from the Apple App Store or Google Play Store.

The first time you use the app you will be asked to create a user profile, which the system will remember for your future bookings.

You can also book online, or by phoning our friendly team on 688 5544.

More detailed information can be found under ‘Using MyWay by Metro’.

When can I book?

Simply book when you’re ready to go. Our system will allocate you a vehicle anytime from 3 to 30 minutes away. If the time you’re provided is too soon, check again in a few minutes.

Are transfers available?

With MyWay, the service takes you close to your destination, so there are no transfers required. There’s no transfer ticket option between the Link or Temuka service and MyWay.

What should I do if I don’t have a phone or internet?

MyWay by Metro bookings are made either by calling our contact centre, through the smart phone app, or on the website. If you don’t have access to any of these, you will need to ask someone to book for you, or use one of our Booking on Behalf locations.

How can I book my return journey?

If you use the MyWay app, you can easily book your return journey whenever you’re ready to go.

For people without the app, please call the contact centre on 688 5544.

If you don’t have a cell phone, we have Booking on Behalf locations throughout the community ready to assist with return bookings. They will phone your booking through to our local contact centre.

Can students use MyWay to get to school?

Because MyWay is an on-demand service, your arrival time is dependent on when you get picked up. This can be a concern for school students needing to get to school on time.

We now have two school bus routes for students to use, and we strongly recommend students use one of these or the Timaru Link. View the routes and timetables.

MyWay Vehicles

When can I book?

Book your MyWay ride just before you need to go. Check the app or call us to see how busy we are, and select the ride that suits you.

Where will I be picked up?

The intent is that this service is as convenient as possible. Of course, just like any public transport, you’ll usually need to walk a little to meet your ride; this can be up to 300 metres away.

Pick-up and drop-off points can change from time to time depending on where the vehicle is coming from.

How long will I wait for a ride?

MyWay usually offers you a ride somewhere from 3-30 minutes from when you book. At peak time, your vehicle may take up to 30 minutes to arrive, so check your app well before you need to travel so you can see how busy the service is.

MyWay by Metro is a trial service, replacing fixed bus routes which ran every 30-60 minutes. Our intention in this trial is to offer a service with wait times of no more than 30 minutes. We have extended our operating hours to include evenings and weekends as well.

Can I flag down the vehicle for a ride?

So that we can stay on time for everybody, and for the safety of our passengers, we can only pick up passengers who have prebooked. Booking only takes a minute, so download the MyWay by Metro app to do it on the go.

What happens if the service is full?

During really busy times, if the MyWay service is at maximum capacity, the app and contact centre will not be able to fulfil requests. This is usually short-lived; please try again in a few minutes.

Does the journey take longer if we pick up others along the way?

Via’s next generation technology builds in additional passengers to suit the arrival time you have been given. Any additional passengers may add a minute or so to your journey but nothing more substantial. Unlike taxi journeys, you will never pay more for your journey even if the traffic means your journey takes a little longer.

Will my driver wait for me?

Our drivers need to keep to time for everybody on board. Just like a bus, you will need to be at the pick up point at the arranged time. We recommend that you arrive a minimum of two minutes ahead of your pick-up time.

Using the app, you can see when the vehicle is approaching. The driver will wait one minute before leaving.

Can I drop someone off and carry on to another destination?

You can only book MyWay by Metro to get to one destination. To book people to different destinations, you will need to make separate bookings, and you won’t be able to do this on the same MyWay app at the same time.

Use an app on a different account, or phone the contact centre on 688 5544 for the second booking.

Can I book a journey for my family, or a group of people?

Yes, you can book and pay for a journey for several people going to the same place. The people in your group can pay by Metrocard if they wish to pay separately.

Can a child use MyWay by Metro unaccompanied?

As a public transport service, children under the age of 16 may travel unaccompanied at their parent’s discretion. We recommend that if children use the service unaccompanied, they only do so if they are confident crossing the road and/or getting to their destination.

If you use the service, you must be an account holder or with an account holder. We need to be able to communicate service changes to you, for instance if your pick up time or location changes.

How many people will I share with?

Just like on other forms of public transport, the number of passengers you will share your journey with will vary, depending on the number of other passengers going in the same direction as you. Sometimes this may be as few as 2 or 3, other times the vehicle may be full.

Download the app

The MyWay by Metro app is user friendly and easy to use, download it today from the Google Play Store or Apple App Store.

MyWay App MyWay App Google Play Store Apple App Store

Read our app guide

We’ve put together a basic MyWay App Guide (PDF File, 885KB).

Watch our video tutorials

Watch the app overview or a detailed 'how to' app video.

Here’s a few of our top tips from our regular users

MyWay usually offers you a ride somewhere from 3-30 minutes from when you make a booking request. At peak time, your vehicle may take up to 30 minutes to arrive, so check your app well before you need to travel so you can see how busy the service is.

For example, if you have an appointment at 9am, check the app at 8am. If the wait times are short, you can check back later, or if the service is busy, you can book right away.

Journey times don’t take long. Even if the wait time is 30 minutes, you will spend no longer than 15-20 minutes on the vehicle.

Peak-times are usually 7.30 – 9am and 3pm – 6pm, and lunchtimes can also get quite busy.

You don’t have a cell phone? No problem. There are many businesses and service providers across Timaru where you can pop in and book a ride.

Where are the Booking on behalf locations?

Locations include the supermarkets, hospitals, medical centres and many other shops and businesses. Your local bank will also make a MyWay booking for you.

If you have a specific place you’d like to book from, or you would like your business or organisation to provide the Booking on behalf service, please call us on 688 5544.

Booking on Behalf locations

General locations

Name Address
Timaru Information Centre 2 George Street
Timaru Library 56 Sophia Street
CBay Leisure Centre 11 Te Weka Street, Maori Hill
Timaru NZ Post & Kiwibank 21 Strathallan Street
Timaru District Council 2 King George Place
Timaru Sewing Centre 158 Stafford Street
Community House 27 Strathallan Street
Environment Canterbury 75 Church Street
Caroline Eve 192 Stafford Street
The Warehouse Browne Street
Countdown 9 Browne Street
PAK’nSAVE Northtown Mall 98 Evans Street, Waimataitai
Absolute Flowers 83 Stafford Street
Ballantynes 314 Stafford Street (Homewares and Women’s wear counters)
SBS Bank 248 Stafford Street

Medical practice

Name Address
Timaru Hospital Queen Street, Parkside
Dr O'Connells Practice 5 Dee Street
Dee Street Medical 4a Dee Street
Medlab 4 Dee Street
Elizabeth Street Medical Centre 10 Elizabeth Street
Wai-iti Medical House 161 Wai-iti Road, Highfield
Harper Street Health Ltd 46a Harper Street, Parkside
Birchwood Surgery 2a Preston Street, West End
Parkside Medical Centre 45 Heaton Street
Timaru Medical Centre 45 Heaton Street

Pharmacies

Name Address
Dee Street Pharmacy 5 Dee Street
Moyle's Pharmacy 6 Dee Street
Unichem Highfield Highfield Mall, 145 Wai-iti Road, Highfield
Ashbury Pharmacy Northtown Mall, 98 Evans Street, Waimataitai
Roberts Pharmacy 45 Heaton Street

Dentistries

Name Address
Paul Crowther Orthodontics 10a Elizabeth Street
Timaru Dental Care 50 Church Street
Silver Birches Dental Care 98 Sophie Street
Life Dental 8 Woolcombe Street
Stafford Dental Centre 259 Stafford Street
South Canterbury Denture Care 41 Church Street

Other medical

Name Address
Bay Audiology 6 Sarah Street
Canon Street Optometrists 26 Canon Street
South Canterbury Eye Clinic 68 High Street, Kensington

How many vehicles will be in use?

The MyWay service trial started with five vehicles and has now increased to seven. In weekends, we operate between 4 and 5 vehicles.

What size are the vehicles?

Ritchies operates LDV vans and Mercedes Sprinter vehicles with capacity for between 11 and 13 passengers.

The MyWay by Metro vehicles are be capable of meeting just about every transport need, including disability access and storage for prams and bikes.

Our vehicles have space for buggies, walking frames, bikes and shopping. If you need a wheelchair accessible vehicle, let us know by selecting this option when you book.

Can I travel with a pushchair?

Yes, you need to request a low floor, accessible vehicle if you wish to take your pushchair unfolded onboard. You can do this in the app account settings, reached by clicking on your name.

Rides for low floor vehicles may not always be as readily available as for the smaller vans.

Our smaller vans can also take a folded pushchair on the bike rack.

What are the requirements for seat belts, child restraints or car seats?

Babies and young children are not required by law to be strapped into a car seat on public transport, including in vans, but the New Zealand Transport Agency recommends it. All other passengers must wear seat belts if seatbelts are fitted to the vehicle.

MyWay by Metro low floor vehicles have priority seating areas near the front of the vehicle for passengers with mobility aids, service animals and for parents with pushchairs.

Requesting accessible vehicles

You can request a low floor vehicle by using the “wheelchair accessible” toggle under your account settings. This means you will be assigned a vehicle with a low floor and ramp, and with a seatbelt in the priority seating area.

Anyone may request a low floor vehicle, and you may toggle this feature on or off as required for your booking.

Please call our friendly team on 688 5544 if you would like help on how to do a wheelchair accessible booking.

MyWay by Metro drivers will assist with unfolding the ramp, but they are not required to physically assist passengers to get on or off the vehicle. If you are unable to get onto a vehicle without assistance, you may be interested in finding out more about Total Mobility services.

Mobility aids and service animals

MyWay by Metro services welcome passengers accompanied by service dogs or disability assist dogs.

Accessible MyWay vehicles can only fit one standard size wheelchair or mobility device.

MyWay vehicles are unable to carry electric mobility scooters.

How to board MyWay in a wheelchair

Please listen to the driver’s instructions for help to board the vehicle. There are some necessary steps you must take to ensure your safety.

  1. Board the ramp; mind the small lip on the floor where the ramps folds in
  2. Sit with your back to the driver, against the back rest provided
  3. Apply your brakes
  4. Fasten the seatbelt around your waist.

If you are travelling with a support person, make sure you also book them a seat.

Using MyWay's enhanced accessibility services

A driveway to driveway MyWay service is available for Total Mobility customers. To book this, please phone the MyWay by Metro contact centre on 688 5544 or use the Total Mobility driveway to driveway toggle in your MyWay app account settings.

An accessible vehicle will meet you within a very short distance of your selected pick up address, and you will be dropped off very close to your selected destination. This service can be requested by using the Total Mobility driveway to driveway toggle in your account settings.

The cost of each trip is $5.

Please be aware that the ramp on a MyWay vehicle can only be deployed where there is a raised footpath and not directly on to the road. As public transport, our vehicles only operate on the roads and do not come up your driveway.

The driveway to driveway service is available during our off peak hours only, between 9am and 3pm weekdays, and throughout the weekends. Rides at other times may require a short walk to meet your vehicle.

Who is providing the service?

MyWay by Metro is managed by Environment Canterbury with the support of Timaru District Council and NZTA.

Local operator Ritchies manages the vehicle service operation. Ritchies operates the MyWay on-demand vehicles as well as the remaining Link, Temuka and school services.

Ritchies also operates the local contact centre, so that MyWay by Metro customers have the option of calling to book as well as using the app or website.

Global mobility and technology expert Via provides the next generation on-demand technology. Via powers on-demand public transport in more than 20 countries across five continents, bringing extensive experience to the Timaru trial. Via was closely involved in our feasibility study and has incorporated their learnings and recommendations into the design of the service.

Who drives the vehicles?

Each driver undertakes rigorous license, police and health checks. Drivers participate in an induction process that includes customer service, vehicle safety, and driver training. All drivers must have and maintain a clean driving record and we regularly review our drivers’ performance from both a safety and customer service perspective.

App feedback

Don’t forget to rate your ride on the App once you have completed your ride. You can leave us a comment there too.

Contact us

Got a question? You can reach our Timaru based customer service team on 688 5544, email myway@mywaybymetro.co.nz or subscribe to our emailing list.

Looking for information about The Link, Timaru School Services, or the Temuka bus service, or about Metrocards? Visit timaru.metroinfo.co.nz.

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