Frequently Asked Questions

Find the answers to common questions below.

About

What is MyMobigo?

MyMobigo is a personalised on-demand shuttle service that makes connecting to the ferry terminal at Half Moon Bay easy, convenient and reliable. Passengers book and pay directly from their smartphone through the MyMobigo mobile App and, using the latest technology, track your shuttle in real-time to their pickup location.

MyMobigo is a fast and low-cost way to connect people to places around the Half Moon Bay area with a fixed price of $3.50 for adults and $2.50 for concession or children.  Rides can be booked four weeks in advance up until the day of travel through the App or by telephone, and are provided by Howick and Eastern Buses.

When does it launch?

You can download the app now and book your trips. MyMobigo officially launched on 30 November, 2020.

Where can I travel?

MyMobigo operates from Half Moon Bay Ferry Terminal and connects passengers to Bucklands Beach, Howick, Mellons Bay, Cockle Bay, Botany Downs, Highland Park and Shelly Park.

Are there limits to where I can travel?

Passengers must start or finish their journey at the Ferry Terminal in Half Moon Bay.

When can I travel?

Monday to Thursday: Between 6:00am-10:30am & 2:00pm-7:00pm
Friday: Between 6:00am-10:30am & 2:00pm-11:30pm
Saturday: Between 7:00am-10:30am & 2:00pm-11:30pm
Sunday: Between 8:00am-10:30am & 2:00pm-8:00pm

Rides can be booked on the MyMobigo App at any time.
Telephone lines are open 8am-5pm, Monday-Friday (excluding public holidays).

I live outside the MyMobigo service area. What can I do?

MyMobigo only operates within the area shown, serving the Half Moon Bay area. We are continuing to review the areas where we operate, so if there’s a specific area that you want us to service let us know by emailing info@mymobigo.co.nz.

Subscribe to our updates and we can let you know when we start servicing your area!

How accessible is MyMobigo?

The current vehicles during the trial period are not wheelchair accessible. As demand grows we look forward to accommodating additional passenger requirements. All of our drivers are highly trained and are willing to offer extra support at your pickup point or destination. We welcome assistance dogs on board at all times. If you have a specific requirement or would like further information, please contact us on (09) 551 2185 or subscribe to our updates.

Booking a ride

How do I book?

Book your ride by downloading the MyMobigo App, available from Google Play or the Apple App Store.  Using the App allows you to quickly select a pickup location, book your ride, and track your vehicle to your location.  Rides can also be booked by telephone on (09) 551 2185.

Can I request a ride with multiple stops?

To help make rides as efficient as possible, passengers cannot add multiple stops.

When can I book?

Book your ride four weeks in advance up to the day of travel. The earlier you make your booking, the more likely there will be a seat. We recommend rides are booked at least one hour in advance.

Can I repeat my rides?

Yes, you can block book repeat rides for up to 7 days at a time. E.g. This allows you to make one booking for the same journey to and from work each day of the week.

What if there is no ride available for when I want to travel?

The MyMobigo App will suggest earlier and later time options for you to travel. If you’re booking by telephone, we’ll offer alternatives.

How many seats can I book per ride?

You can book up to seven seats per trip, subject to availability on board.

Will I receive a booking confirmation?

Yes. When booking a ride, you will immediately receive a booking confirmation within the App, with an estimated pick up and drop off time. This time may vary slightly, within a few minutes either side of the estimated time. Your final pickup time will be confirmed through the App, and by text message, 30 minutes prior to the pickup time. Telephone bookings will receive a text or email to confirm this same information, if these contact details are provided.

Will I get a receipt?

Yes. You will automatically receive your receipt by email when you make payment.

How can I be sure I'm being picked up by the correct shuttle?

When your booking is confirmed you will see the make and model of your vehicle, and its registration plate number. All shuttles will be branded with MyMobigo.

Can I cancel my ride?

You can cancel your ride through the MyMobigo App or by calling us.  If you cancel more than 30 minutes ahead of your allocated pick up time, you will be refunded in full.  If you cancel within 30 minutes of your ride, you will not be refunded.

We ask all passengers no longer intending to travel to cancel their ride as soon as possible, to help other passengers have a quicker ride.

What happens if I don’t show up?

Not showing up for your ride at the time allocated will delay the ride for other passengers and may mean they get to their destination late. We understand circumstances can change, so we offer free cancellations up to 30 minutes before the allocated pick up time. Passengers who do not show up or are late will be charged in full. Frequent cancellations or not showing up for bookings may result in your account being suspended.

What if my shuttle is late?

We will make every effort to be at your meeting point on time but occasionally circumstances out of our control may cause a delay. You can use the App to keep updated on the shuttle arrival time.

How much does it cost?

You can book your trips between now and the 6th of December for the early bird rate of $1. Get in early to take adantage of this offer.

For normal fares, MyMobigo uses a fixed pricing structure. The cost is $3.50 for adults and $2.50 for concession or children under 14 years of age.

If you are a Super Gold Card holder, you should register your concession pass in the MyMobigo App then book as normal, or book by calling (09) 551 2185.  You will need to show the driver your pass when boarding.  

Concessionary pass holders are still required to cancel rides if travel plans change, and this can be done through the App or by telephone up to 30 minutes before the allocated pick up time.

How do I pay for my ride?

You will be able to pay securely by debit or credit card within the MyMobigo App or when booking by telephone. Payment cannot be made on the shuttle or with cash. MyMobigo has a trip wallet feature that allows you to automatically top when your trip credit gets low. This is the easiest and most cost-effective way to travel.

What will my shuttle look like?

Shuttles are Mercedes-Benz Sprinter minibuses clearly marked with the MyMobigo branding.

Can I use the service without a smartphone?

Currently services can only be ordered using the MyMobigo App available for Apple or Android.

Where are the boundaries of the service area?

The service zone extends to the north as far as Muskic Point Rd, Bucklands Beach and to the southeast as far as Shelly Park — extending back to Half Moon Bay Marina.

If you you would like to know if your location is within the service zone please review the Service Zone Map here.

Can I use the service if I’m not getting on a ferry?

Yes, the service operates to and from the Half Moon Bay Ferry Terminal. You do not need to be catching a ferry.

On-board experience

What facilities are there on board?

Buses are equipped with free WiFi, USB charging ports and comfortable seating with seatbelts.

Can children travel on board?

Yes, children can travel on board. Children under the age of 10 must be accompanied by a passenger 13 years or above.

Children 10 years or older can travel independently.  If children are travelling on their own, we recommend an App booking is made on the device they will be travelling with to ensure they receive notifications about the trip, however a person must be at least 13 years of age to be a registered user of the MyMobigo App.

Can I board with a buggy or pram?

Yes. In the interests of comfort for fellow passengers, all buggys and prams must be folded and stored a the rear of the vehicle.

Can I bring big items like bikes, e-scooters and mobility scooters on board?

No, due to limited space on board we cannot carry bikes, e-scooters or mobility scooters.

How can I provide feedback on my ride?

Passenger feedback helps us improve your service, so we ask for feedback at various stages when using the MyMobigo App.  You can also give specific feedback on the “About” page in the App, which sends feedback to us by email.  After you complete a trip, you will be prompted through the App to give a ride rating (one to five stars) to help us get an overview of ride satisfaction. 

What do I do if I have left something on a shuttle?

We encourage you to carefully check you have all your personal belongings upon arrival at your destination. However, if you have left something on board, please get in touch via email or telephone — see Contact. We’ll then try and reunite you with your lost item as soon as possible.

Your role as a customer

If circumstances change

MyMobigo’s goal is to provide everyone with the best and most equal service possible. We understand that sometimes unexpected things can happen which require you to cancel a ride, and we refund passengers who cancel up to 30 minutes before the allocated time. However, frequent cancellations or not showing up for bookings may result in your account being suspended, as this may mean other passengers may miss out on the service.

Customers are asked to:

Help make everyone’s ride an enjoyable one.

Customers are asked to:

  • Have a valid and confirmed booking prior to boarding
  • Fasten seatbelts while on board
  • Remain seated until the shuttle has stopped moving
  • Not consume food or drink while the vehicle is in motion
  • Refrain from bringing hot food or drink on board, ensuring that any food that may leave an odour remains covered 
  • Refrain from speaking to your driver when they are driving
  • Take any rubbish and your belongings with you

Customers should not:

Customers should not:

  • Soil or damage the shuttle
  • Smoke, take drugs or drink alcohol on board
  • Behave in an offensive manner or use any offensive language towards other customers or your driver
  • Intentionally interfere with the comfort or safety of other passengers

Can I travel with animals?

We welcome and encourage assistance dogs on board.  Other dogs (or small animals) are also permitted, but only one is allowed on board at a time — at the discretion of our drivers.  Animals on board must be well behaved and of no danger or nuisance to other customers our employees.  We ask you to comply with any reasonable instruction given by your driver whilst you and your animal are on board.

Drivers reserve the right to refuse animals to board.

Coronavirus (COVID-19)

Is MyMobigo operating as usual during the pandemic?

MyMobigo is running during its usual service hours with the same number of shuttles as normal. However, onboard capacity may be modified to ensure everyone has enough space to travel safely. As rides are booked in advance, we can easily manage capacity on board. All payments must be made in advance to reduce contact with drivers and to remove the handling of cash.

Who can travel?

There are no restrictions on who can use the shuttle service.

Do I have to wear a face covering?

Please note that our drivers will be wearing a face mask. We ask that you wear a face covering too, for the benefit of yourself, and the other people on board.

What do I need to know before travelling?

Hand sanitiser: You should wash your hands or use hand sanitiser before and after every journey.  We provide hand sanitiser on shuttles and ask you to use it before taking your seat.  It is also good practice to carry your own hand sanitiser with you at all times.

Social distancing: Please remember social distancing at your meeting point and destination, and on board the shuttle.  Board one at a time and give your driver plenty of space.  Follow any safety information displayed on board and only sit with members of your household or bubble.  Do not travel if you feel unwell.

Food and drink: In line with government advice, we currently ask you to not consume any kind of food or drink while on board.

Extra cleaning: We have enhanced cleaning regimes, with cleaning of high touch points such as handrails and seats a priority.  We also use regular disinfectant ‘fogging’ of shuttles to ensure nowhere is missed.

I have a disability – is my ride affected?

If you have a disability and need assistance, please contact us in advance of your trip on (09) 551 2185.