Rambler Coachlines Terms of Travel
Communications:
A link to our Facebook Messenger group is available here: https://m.me/j/AbZWuu9xxk1jD8rE/
Email: [email protected]
Phone: 0800 233 662
Rambler Coachlines may send you an optional customer survey to the email address provided in your reservation. There is no obligation to complete this survey and you may opt out from future surveys at any time.
Right of Refusal:
Rambler Coachlines management and/or drivers can refuse or remove you from our service at any time if: they believe it’s necessary for safety;
- You’re under the influence of alcohol or drugs, smoking, or
- Behaving dangerously, unlawfully, offensively, or annoyingly; or have done so in the past and we believe it may happen again
- You fail to comply with laws or regulations or if you refuse a reasonable request;
- If you can’t prove your identity;
- Removal from the service is at the discretion of the driver/management on the day.
Report Time
You are required to arrive at the bus stop no later than 15 minutes before departure. Due to traffic or unforeseen circumstances, the bus may be delayed. We will notify you via the messenger group if the bus is running late.
Tickets, Changes, Cancellations and Refunds
You may modify or cancel your reservation at any point prior to departure by either emailing [email protected] or utilising the Hostel Bus chat service on Messenger.
- Any modifications and credits requested within 12 hours of the scheduled departure will be subject to a fee of $20.
- Fare payments are non-refundable; however, cancellations made more than 12 hours before departure can be credited towards another journey scheduled within three months from the original travel date at no additional charge. Refunds may be considered on a case-by-case basis under certain circumstances.
For assistance, please contact our depot at 0800 233 662 during standard business hours. An after-hours service is available for urgent matters.
- Only the person named on the ticket is permitted to travel. If the ticket is on sold, the name must be changed as per our change policy above.
- If a passenger fails to join a service, their entire booking may be automatically cancelled.
Cancellations Due to Disruption
In the event of a cancellation of your service by Rambler Coachlines, the company will reach out to you. You will be entitled to either a full refund or a transfer to an alternative available service, irrespective of the fare type.
Children:
Children are regarded by Rambler Coachlines as individuals aged 0 to 12 years inclusive.
An unaccompanied child is defined as a person aged between 7 and 12 years who is not accompanied by an individual aged 18 years and over.
- No child under 7 years old is permitted to travel alone.
- Any individual aged 13 and above may travel under standard conditions without supplementary restrictions.
- Rambler Coachlines will transport unaccompanied children (aged 7 to 12 years inclusive) on their services, provided that all necessary parent or caregiver details are completed at the time of ticket purchase and that the terms and conditions are accepted.
For online ticket purchases, these details will be collected during the booking process, and the customer must accept the terms prior to proceeding to checkout. This information will be accessible to our office staff, and the driver will also have access to it. Failure to complete these details at time of booking will result in the child being unable to travel.
A parent or caregiver must be present at the destination when the bus arrives. Failure to do so will result in the child being taken to a local police station if the parents or guardians cannot be reached. It is the responsibility of parents or guardians to coordinate the pickup and drop-off of their children.
Luggage Terms and Conditons:
For the safety and comfort of all our patrons, Rambler Coachlines imposes restrictions on the size, type, and quantity of luggage or personal belongings that may be brought onto our buses. The company reserves the right to deny permission for any item to be brought onto our service. Rambler Coachlines transports checked luggage in accordance with these terms and the provisions outlined in the Contract and Commercial Law Act 2017, Part 5, Subpart 1.
- All luggage must be appropriately tagged with the passenger’s name, address, contact information, and intended destination. If passengers are transferring from one service to another, they are responsible for collecting their luggage and ensuring it is properly checked onto the subsequent service. Rambler Coachlines does not offer a luggage transfer service.
The allowable size, weight, and number of luggage items are specified below. Should a passenger wish to travel with luggage exceeding the permitted limits or with items classified as oversize, such items may be refused if space is unavailable.
Checked In Luggage
- Up to two pieces per person, max 25kg each, with combined dimensions equivalent to a large suitcase.
- Wheelchairs, mobility scooters, or collapsible baby pushchairs count as one checked piece if within size limits; otherwise, are considered oversized and charged at $20 per item subject to space availability.
- ‘ Large items’ weighing over 25kg or exceeding 158cm in total size can be carried if space allows, up to one per person, but we cannot guarantee carriage on any service. Extra or oversized luggage costs $20.00 per item.
- Food and frozen goods stored in bins or bags cannot be transported either as checked baggage or onboard the coach due to their propensity to leakage.
- Sports equipment like golf clubs should be in a secure bag; if within size and weight limits, counts as one Luggage, otherwise oversized with a charge, space permitting.
- Bicycles must be collapsed (wheels removed, handlebars sideways, chain covered, in a case). They are accepted (space permitting) if they are within size limits and count as one piece of Luggage; uncollapsed bicycles are not accepted.
- Only Rambler Coachlines staff can handle luggage in lockers or trailers.
- Liability for checked luggage is limited to $1,000 per item, and passengers should insure for higher values.
Unsuitable checked-in luggage
The following items are unsuitable for luggage lockers. Including them is done so at your own risk; Rambler Coachlines isn’t liable for costs, inconvenience, loss, or damage to any of the following:-
- Camera equipment, Computers or electronic devices-
- Passports, travel or any important documents
- Valuables like money and jewellery
- Fragile or Perishable Items not properly packaged for transport.
The following items are prohibited on Rambler Coachlines:
- Flammable liquids, solvents, gas bottles,
- Explosives (including fireworks), firearms not in locked containers with the bolt removed,
- Poisonous, toxic, or hazardous substances, including batteries (unless for portable electronics),
- Illegal drugs or other such illegal item,
- Frozen food, fresh meat, poultry, fish.
- Any such items deemed unsuitable by staff.
Carry-on Luggage
Each passenger is permitted to bring one carry-on luggage not exceeding 20cm in height, 28cm in depth, and 400mm in length, with a maximum weight of 5kg.
Small animals (limited to cats, dogs and birds) that can be kept in small to medium closed carrying case (not a bag/handbag) can be transported onboard, provided that no bodily fluids leak from the case. A seat must be purchased for the carrying case, allowing the animal to sit on it.
Any messes caused by animals onboard are subject to a cleaning fee of $300 inclusive of GST. Prohibited items
Right of refusal to carry luggage
Rambler Coachlines can refuse luggage that doesn’t meet these Terms and Conditions or violates the Contract and Commercial Law Act 2017, Part 5, Subpart 1.
- Extra luggage may be refused if space runs out.
- Prohibited items are not allowed on or in luggage.
- The company doesn’t carry unaccompanied parcels, and passengers should not accept luggage or parcels for others for security reasons.
Rambler Coachlines isn’t responsible for any loss or inconvenience if travel is refused due to these rules.
Lost Property
- If you have lost a passport, please report the loss to your embassy before contacting us.
- If you have lost checked-in luggage, please contact us via the means above.
- Lost property will be held for a maximum of 1 month before being disposed of.
- Rambler Coachlines shall not be held liable for any baggage mistakenly collected by other customers.
- Claims for compensation must be received by Rambler Coachlines within 7 days of the date of travel. To make a claim please provide full contact details and time and date of journey.
General Terms and Conditions
Animal Policy
Small animals (limited to cats, dogs and birds) that can be kept in small to medium closed carrying case (not a bag/handbag) can be transported onboard, provided that no bodily fluids leak from the case. A seat must be purchased for the carrying case, allowing the animal to sit on it.
Any messes caused by animals on board are subject to a cleaning fee of $300, including GST. Prohibited items
No other animal may be transported either in checked-in luggage or as a carry-on.
Smoking
Under the provisions of the Smoke Free Environments Act (1990), Smoking of any kind, including e-cigarettes or vapes, on board is prohibited, including in on-board restrooms, where provided.
Passenger Ability
For safety, drivers cannot lift/carry passengers on board. Passengers should know Rambler Coachlines buses are designed for long distance, with steps and internal stairs. Passengers must be able to travel alone, and drivers cannot supervise anybody including children during stops.
It is the passengers responsibility to disembark at the correct stop.
Seating allocations
While Rambler Coachlines does not allocate seats, the driver may ask you to move to another seat so that families and groups, particularly those with children, can sit together. We ask that you comply with this request.
Timetables
The timetables published by Rambler Coachlines are for indicative purposes only. Rambler Coachlines reserves the right to modify prices, schedules, and routes without prior notice. Additionally, Rambler Coachlines retains the authority to operate services using vehicles not bearing the Rambler Coachlines branding. Due to operational requirements, multiple buses may be utilised for a single service.
Rambler Coachlines shall not be held liable for any disruptions or delays to the service. Customers are advised to allocate sufficient time for connecting flights or other services they have scheduled as part of their travel arrangements.
Extent of Liability
Rambler Coachlines products and services are sold under the Contract and Commercial Law Act 2017, Part 5, Subpart 1, and are subject to the terms on Rambler Coachlines website (www.ramblercoachlines.nz),
Rambler Coachlines’ liability for any loss, whether from default, negligence, or otherwise, is limited to the lesser of proven direct damages (excluding profits, revenue, or consequential damages) or the amount paid by the passenger.
If purchased for business purposes, the Consumer Guarantees Act 1993 does not apply.
These terms and conditions are valid as of 25th June 2025.