Terms and Conditions

Unless otherwise stated, copyright and other intellectual property rights in all material published on the website(s) is owned or controlled by us or our licensors.

You may only use the materials or content on the website(s) for personal use, and you may not use, copy, reproduce, publish, store, modify, transmit in any form or by any means in whole or in part (except where such use is permitted by the terms of the Copyright Act 1994) any content or material on this website without our prior written consent.  If you wish to use our content for commercial purposes, please visit the KiwiRail brandsite here.

Nothing on the website(s) should be construed as granting any licence or right of use of any trade mark displayed without our express written permission.

We will not be liable for any errors, omissions or inaccuracies in the information appearing on the website(s). All information on the website(s) is provided “as is”. To the fullest extent permitted by law, we disclaim all warranties or representations of any kind, express or implied, including, without limitation, warranties as to the accuracy, reliability, currency, completeness or fitness for any particular purpose. Your use of the website(s) is at your own risk.

We will not be liable for any direct or indirect damages, losses, costs or expenses of any kind which arise out of, or result from, any use of, or inability to use, the website(s). Access to the website(s) may be interrupted, delayed, disrupted or restricted from time to time and we will not be liable for any loss should the website become unavailable or your access to the website(s) is interrupted or disrupted for any reason.

The website(s) may contain hyperlinks and other pointers to websites operated by third parties. These linked websites are not under our control and we are not responsible for the content of any linked website.

The website(s) and these terms shall be governed by and is to be interpreted in accordance with New Zealand law. You expressly agree that any claim or action arising out of or relating to these terms or your use of the website(s) will be resolved by the New Zealand courts.

1.1  Thank you for using our Services. These Conditions of Carriage apply to all individuals who use our Services for their own personal use. We refer to individuals using our Services for their own personal use as "you" or "our passengers" in these Conditions. When we refer to "we" or "us", we mean KiwiRail Limited, which trades as Great Journeys New Zealand and Interislander, and we provide the Services.

1.2  These Conditions apply to our passengers' travel and the carriage of passengers' private vehicles and property on our Services. It is important you read these Conditions carefully, as they explain the basis on which you and we agree that we provide our Services. 

1.3  Please note that any terms on a Ticket that are inconsistent with these Conditions will take priority and these Conditions do not apply to travel relating to business, the carriage of freight or commercial vehicles.  For terms and conditions relating to the carriage of freight and/or commercial vehicles, please refer to the KiwiRail freight website or the Interislander CV freight website.

1.4   Zero Harm:  Your safety is our priority.  We strive to achieve zero harm across all our Services.  When travelling on any of our Services, it is imperative in the interest of your and others’ safety that you follow all instructions of our staff or crew and that your behaviour does not cause risk or discomfort to any other person.   

2.1             Definitions

In these Conditions, unless the context otherwise requires:

“Actual Carrier” has the meaning given to that phrase in section 246 of the Contract and Commercial Law Act 2017. 

"Authorised Agent" means a sales agent who has been engaged by us from time to time to sell Tickets on our Services.

"Baggage" means your articles, effects and other personal property accompanying you on your journey. Unless otherwise specified, it includes both your Checked Baggage and Hand Baggage.

"Checked Baggage" has the meaning given to that phrase in section 246 of the Contract and Commercial Law Act 2017.

“Check In Time” means the time prior to departure of the scheduled Service by when a passenger must have presented their Ticket and Baggage for travel with us.

"Conditions" means these Conditions of Carriage, as amended from time to time.

"Dangerous Goods" means any substances or goods that we consider dangerous or hazardous and includes hazardous substances (as that phrase is defined in the Hazardous Substances and New Organisms Act 1996) and all substances and goods designated as Dangerous Goods in any schedule issued by us from time to time, as set out on our website.

"Fare Conditions" means the change, cancellation and refund conditions applicable to a Ticket, as set out on our websites – Interislander Fare Conditions and GJNZ Fare Conditions.  

“Gang Insignia” means:

(a) a sign, symbol, or representation commonly displayed to denote membership of, an affiliation with, or support for a gang, not being a tattoo; and
(b) includes any item of clothing (including but not limited to patches, jackets, jerseys, hoodies, T-shirts, singlets, hats, motorcycle leathers) to which a sign, symbol, or representation referred to in paragraph (a) is attached.

"GJNZ Scenic Train Services" means the Great Journeys New Zealand scenic train passenger services we operate, including the Coastal Pacific, Northern Explorer and TranzAlpine, and any other service provided by us relating to or incidental to those services, including any replacement service provided by us or any Actual Carrier.

"Hand Baggage" has the meaning given to that phrase in section 246 of the Contract and Commercial Law Act 2017.

"Interislander Services" means the Interislander ferry passenger service we operate and any other service provided by us relating to or incidental to those services, including any replacement service provided by us or any Actual Carrier.

“Law” means all statutes, regulations, rules, bylaws, ordinances, orders, and all other requirements or conditions, that apply to the issue of a Ticket, our provision of a Service, or your travel on any Service under these Conditions.

“Loyalty Scheme" means any loyalty scheme offered by or on behalf of KiwiRail Limited from time to time and specified on any of our websites.

“Our websites” means www.interislander.co.nz or www.greatjourneysnz.com.

"Passenger" means any person, except a member of the crew, carried or to be carried on any of our Services for their own personal use pursuant to a Ticket. (See also definition of “you” or “your”.)

"Property" has the meaning given to "goods" in section 246 of the Contract and Commercial Law Act 2017 and, for the avoidance of doubt, includes any vehicles and Baggage.

"Services" means the Interislander Services and the GJNZ Scenic Train Services we operate. 

"Ticket" includes any valid ticket, document, booking confirmation, voucher, pass, booking number, or any electronic record of the same, issued by us or any of our Authorised Agents, which entitles the named person(s) to be carried on a Service and, where applicable, includes any conditions of carriage or contract, notices or passenger or customer information contained in, referred to or relating to that Ticket. 

"You" or "your" means any person, except members of our staff or crew, carried, or to be carried on any of our Services for their own personal use pursuant to a Ticket (see also definition of “Passenger”).

2.1             Interpretation

(a) Headings contained in these Conditions are for reference purposes only
.
(b) Words in the singular include the plural (and vice versa).

(c) "Including" and similar words do not imply any limitation.

(d)  References to clauses are to clauses in these Conditions.

2.3            Governing law

These Conditions are governed by New Zealand law.  New Zealand courts have non-exclusive jurisdiction.  

3.1  You can purchase a Ticket for any of our Services online on our websites, or through any of our Authorised Agents.

3.2   We offer a range of fares across our Services.  Fares and Fare Conditions are as set out on our websites and may change from time to time.  Fare Conditions for a Ticket may be set out on the Ticket.  See CHANGES AND REFUNDS below for more information

3.3    We will need to collect some personal information from you about you and other Passengers travelling to complete the booking. It is important you give us accurate contact details, as we may need to contact you about changes to schedules, departure times or the duration of journeys.

3.4    We are committed to protecting the privacy of our Passengers and will not ask for information we do not need.  We will collect, use and retain personal information in accordance with our Privacy Policy. By agreeing to these Conditions, you agree to our Privacy Policy.

3.5     Once you have finalised your purchase, you will receive a Ticket.  Any person named on the Ticket is entitled to passage on the Service named on the Ticket, provided the person complies with these Conditions.

3.6     Tickets are not transferable to another person.

4.1 From time to time, we may offer a Loyalty Scheme entitling members to privileged or concessionary benefits.  To obtain the benefits of membership, you will be required to provide proof of your membership.  The terms of conditions of the Loyalty Scheme will be set out on our website.

5.1  Terms and conditions and details on changes, cancellation and refunds are set out in our Fare Conditions, which are available on our websites. These will apply if you decide to change or cancel one of our Services.

5.2  There may also be times when we need to change or cancel a Service. For example, this could be due to bad weather, adverse sailing conditions or other safety or operational issues. When we do need to cancel a Service, we will let you know if that happens and we will try to tell you as early as possible. We explain your rights when this happens in section 15 below and in the Fare Conditions, so please read those carefully.

5.3   Nothing in these Conditions affects your rights under New Zealand's consumer laws, being the Consumer Guarantees Act 1993 and the Fair Trading Act 1986. We explain how this works in more detail in section 15.

5.4   If you purchased your Ticket through an Authorised Agent, the terms and conditions you entered into with that Authorised Agent will also apply in respect of any refund.  

6.1  We do not guarantee our schedules, departure times or the duration of journeys.  These are all subject to change. They may also be affected by things like weather conditions, adverse sea conditions, safety and operational requirements, staff or crew shortages and orders of regulators. It is important you take this into account when making any other travel plans. Please check our websites or any communications we send you about changes to schedules, departure times or the duration of journeys.  

6.2  Subject to any rights you may have under the Consumer Guarantees Act 1993, we are not liable to you or anyone else for loss suffered as a result of any Service’s late or early departure or arrival, or the cancellation or replacement of any scheduled Service.  See OUR LIABILITY TO YOU below for more information.

6.3   Because we cannot guarantee our schedules, departure times, or the duration of journeys, we strongly recommend that you have motor vehicle, personal or travel insurance to cover any circumstances that may arise (including cancellation fees, missed connections, medical and curtailment expenses, early departure from holiday due to death or illness, etc). Your insurance should provide cover against personal accident, medical expenses, emergency repatriation and personal liability.

7.1  You must arrive at the terminal or station for check in no later than the Check in Time.  If you do not report for check in by the Check In Time, you may be denied passage on the Service (in which case any refund or reissue of a Ticket is at our discretion).

7.2  You must provide your booking number when checking in.  We may also ask you to present your Ticket and suitable photo ID.

7.3   We may reassess at check-in the classification of a passenger type (child, infant, senior or tertiary student) or eligibility for privileged or concessionary benefits (membership). An increase in fare will be required where suitable photo ID or proof cannot be provided.

7.4  Children (14 years and under) must be accompanied by an adult that is over 18 years old. Children aged 15 to 18 years may travel alone with parent/guardian permission.

7.5   We may issue you a boarding pass when you complete check in, in which case you must present this boarding pass when

7.6    You must comply with these Conditions and the Law and follow all instructions of our staff or crew when checking-in, boarding and disembarking, and while on board, the Service you are travelling on.

8.1    We will carry your Baggage at our absolute discretion, and may refuse to carry any Baggage, including where you are carrying Dangerous Goods and have not complied with these Conditions, including the requirements of the DANGEROUS GOODS CONDITIONS below.

8.2    Details of the maximum Checked Baggage and Hand Baggage allowance per Passenger on your Service is set out on our website.  We reserve the right to refuse to carry any Baggage that exceeds this allowance. 

8.3    Oversize or overweight Baggage may, at our discretion, be carried at an additional charge.  Charges for oversize or overweight Baggage applicable to the Service you are travelling on will be set out on our Baggage Allowance webpage.

8.4   Your Baggage must be fit for carriage.  If your Baggage is not fit for carriage in our reasonable opinion when you are checking in or boarding, we may refuse to carry it.

8.5   We may inspect your Property (including any Baggage) for reasons of health, safety and security, including to check whether your Property contains Dangerous Goods or any arms or munitions, and whether you have complied with these Conditions and any applicable Law.

8.6    All Gang Insignia must be stowed inside Checked Baggage and / or Hand Baggage from the time of entering our premises (including any terminal or station, train or vessel) until the time you depart from our premises at your destination yard.  Gang Insignia are not to be worn, displayed, hung over chairs or left on tables on our premises (including in any terminals, stations, trains or vessels).

8.7    Unclaimed Property:

(a)    If any Hand Baggage or other Property is not removed, or any Checked Baggage is not collected from a Service at its destination within a reasonable time, we may land or store that unclaimed Property at the Passenger’s and owner’s risk and at the Passenger’s expense.

(b)    After a reasonable period of time we may, to the extent and in the manner permitted by the Contract and Commercial Law Act 2017, sell, destroy or otherwise dispose of the unclaimed Property.

9.1  Carriage of bicycles, e-Cycles and e-Scooters on our Services is at our discretion and subject to our booking procedures, including the terms of clause 9.2. 
Damaged e-Cycles and e-Scooters will not be carried.

9.2  If you are travelling with a bicycle, e-Cycle or e-Scooter you must follow all instructions from us, including the instructions of our staff or crew during check-in. If you do not do so we may be unable to carry your bicycle, e-Cycle or e-Scooter on board. 
Travelling with vehicles on Interislander Services only.

9.3  Carriage of vehicles on an Interislander Service is at our discretion.  We may refuse carriage if we consider a vehicle to be insecurely loaded, or otherwise in our opinion unsuitable or unsafe for carriage.

9.4   When you check in, we may reassess the classification (type, width, length or weight) of any vehicle, and changes may be made to the fare charged.  We will act reasonably in making such a reassessment.  Any increase in fare must be paid before the vehicle is loaded onto the ship.

9.5   You must follow all our instructions in relation to boarding, parking, securing and disembarkation of vehicles, including all motorcycles.  You must also comply with any applicable DANGEROUS GOODS CONDITIONS below.  

9.6   It is your responsibility to drive your vehicle on and off the ship.  However, in an emergency, we may drive your vehicle on or off for you on your request, for which there may be a charge.  Vehicles with low undercarriages must take care when driving onboard or off as we will not be responsible for any damage incurred when you drive your vehicle on or off the ship.  

9.7  All vehicles must have the parking brake applied and be left in park while on board the ship.  Alarms must be turned off for the duration of the journey.  You must always lock your vehicle and keep the keys with you while on board the ship.

9.8  We may drive, tow, or load a vehicle onto, or remove a vehicle from, a ship where we believe this is necessary to protect any persons, or the property of us or any person, or to ensure efficient loading of the ship. 

9.9  We will only carry trailers and caravans that are towed by another vehicle.  All trailers and caravans must remain coupled to the towing vehicle when parked.

9.10  Every vehicle carried on the ship on its own wheels must display a current registration licence issued under the Land Transport Act 1998.

9.11   You must not stay with your vehicle while the ship is sailing.  Once you have parked and secured your vehicle, you must move to the Passenger accommodation area of the ship. 

9.12   All Gang Insignia must be stowed inside your vehicle from the time of entering our premises (including when entering our terminal yard or vessel) until the time you depart from our premises (including the vessel and the terminal yard) at your destination.  Gang Insignia are not to be worn, displayed, hung over chairs or left on tables on our premises (including in any terminal yards, terminals or vessels).

9.13   We may inspect your vehicle, or any other Property for reasons of health, safety and security and to check whether you have complied with all relevant conditions relating to that vehicle or Property.

Assistance dogs

10.1  You must let us know if you will be travelling with a registered assistance dog when you make your booking.

10.2  You may travel with your registered assistance dog on any of our Services, subject to our reasonable requirements.  Assistance dogs in training and their trainers may also travel on the Services.

Other animals on Interislander services only 

10.3   Other dogs, cats, pets, ponies, horses and other domestic animals ("animals") may not be carried on any GJNZ Scenic Train Service.  Animals may be permitted on an Interislander Service at our discretion.  While acting in good faith, we may refuse to carry any animal at our discretion, including where we believe them to be sick, injured, too young, pregnant, wild, unmanageable, or we have safety concerns for the animal or for passengers or staff.

10.4   You must notify us at the time of booking if you wish to travel with an animal.

10.5   Animals may travel in your vehicle subject to compliance with our Animal Welfare Requirements, alternatively they will need to travel in one of our kennels (subject to availability and you booking a kennel). 

10.6   If you are travelling on foot with an animal you must book a kennel. Kennels are available for hire (subject to availability) and must be booked in advance.

10.7   You are responsible for your animal and must comply with our Animal Welfare Requirements. We accept no responsibility for any injury, sickness or death suffered by the animal as a result of carriage or any failure to carry any animal (whether through the exercise of our discretion or otherwise). 

10.8    It is your responsibility to ensure that your animal is fit to travel and is well fed, watered and exercised prior to boarding.

11.1   Dangerous Goods may not be carried on any of the Services except as set out in this clause 11.  

11.2   Carriage of Dangerous Goods may be permitted on an Interislander Service only, and at our discretion.  If we accept your Dangerous Goods for carriage, you must comply with this clause 11.

11.3   You may not carry Dangerous Goods on board a Service as Hand Baggage.  Dangerous Goods must either be stored securely in a vehicle or carried as Checked Baggage.

11.4   You must make prior arrangements with us for the carriage of Dangerous Goods where we have specified this requirement in our Dangerous Goods Guidelines.  Please check with us if you have any doubts about the Dangerous Goods you are carrying.

11.5   You must provide us with any declaration requested by us or required by Law in relation to the Dangerous Goods.

11.6   You must pack, label and load the Dangerous Goods in accordance with our Dangerous Goods Guidelines, any Law applicable to the carriage of Dangerous Goods and any applicable code of practice.

11.7   You must mark or label each receptacle or container containing Dangerous Goods or document relating to Dangerous Goods with the correct technical name of the Dangerous Goods and identify each receptacle or container with a distinctive label or stencil which makes its dangerous nature obvious.

11.8   You must ensure that Dangerous Goods and documents relating to their carriage comply with the Hazardous Substances and New Organisms Act 1996, the Health and Safety at Work (Hazardous Substances) Regulations, International Maritime Hazardous Dangerous Goods Code (IMDG) (which is contained within the International Maritime Organisation Regulations) and any other applicable Law.  Further information is available on our Interislander freight website. 

11.9   If you breach the terms of this clause 11 and we suffer any loss as a result of such breach, we may hold you responsible for the full extent of our loss. 

Firearms or ammunitions on Interislander Services

12.1  Firearms or ammunitions may be carried on an Interislander Service at our discretion, and subject to the conditions of this clause 12. 

12.2  You must make prior arrangements with us at the booking stage if you intend to carry firearms and / or ammunition, to allow time for our due diligence, and ensure your compliance with the Firearms Safety Code 2022 (refer to firearmsafetyauthority.govt.nz: Firearms Safety Code 2022). If we accept your firearms or ammunitions for carriage on an Interislander Service, we will take custody of them until arrival at the Interislander Service’s destination.  

12.3  We will accept firearms on an Interislander Service under the following conditions:

(a)    Declared at time of booking.
(b)    Is in your Checked Baggage.
(c)    Packed in a locked, hard case.
(d)    Unloaded and any fitted magazines emptied.
(e)    Rendered inoperable e.g. bolt removed, trigger guard(s)/trigger lock(s) fitted etc.
(f)     Not packed with any ammunition.
(g)    Not packed with the bolt (if applicable).
(h)    Is made physically available for a Customer Service Representative to inspect and verify against the booking confirmation.

12.4  We will accept ammunition on an Interislander Service under the following conditions:

(a)    Is in a container that separates each round (securely packed) e.g. not touching each other. 
(b)    Does not weight more than 5kg, including the weight of the container.
(c)    Is in your Checked Baggage.
(d)    Is not packed in the same case as your firearm.
(e)    Is declared to a Customer Service Representative when you check-in.

Firearms or ammunitions on GJNZ Scenic Train Services

12.5  Firearms, ammunitions and weapons are not permitted on GJNZ Rail Services. You may not carry any firearms, ammunitions and weapons on board or in your Baggage (including in any Checked Luggage or Hand Baggage) on any GJNZ Rail Service.

13.1  You must not smoke anywhere on board our Services except in designated smoking areas on an Interislander Service.

13.2  You must not bring your own alcohol on board our Services. If you are transporting any alcohol it must be carried in your Checked Baggage, or in the case of travel on the Interislander, your vehicle.

14.1  The health and safety of our Passengers, staff, crew and members of the public is our top priority. We have the right to refuse to carry you or your Property on any of our Services (including the right to stop providing the Services, cancel a Ticket or terminate your journey early) where it is reasonably necessary for the safety or comfort of other Passengers, staff or crew, or members of the public, or where you have breached these Conditions or any Law.

14.2  There are many reasons why we could refuse to carry you or your Property, stop providing the Services, cancel a Ticket, or terminate your journey early, including:

(a)     Carrying the Passenger or their Baggage may put the train or vessel or another person(s) at risk.

(b)     The Passenger is causing offence or discomfort to others.

(c)     The Passenger's behaviour causes or involves risk to themselves or others.

(d)     The Passenger refuses to obey instructions of our staff or crew.

(e)     The Passenger has not paid the applicable fares for any of their current or previous travel.

(f)      We reasonably suspect or know that the Passenger has broken the Law.

(g)     We reasonably suspect or know that the Passenger is likely to break the Law.

(h)     The Passenger has behaved unacceptably or been refused service in the past, and we believe they will do it again.

(i)      The Passenger will not wear a face mask in accordance with our policy and cannot provide a valid face mask exemption if requested by us.

(j)      The Passenger is wearing or displaying Gang Insignia and refuses to remove them or stow them in their vehicle or Baggage.

(k)     The Passenger needs assistance we cannot provide, due to their conduct, age, mental or physical state.

(l)      The Passenger needs extra assistance due to impairment from alcohol, drugs, or prescribed medications.

(m)    The Passenger has breached any of the Conditions in these Conditions of Carriage.

14.3   Subject to any rights you may have under the Consumer Guarantees Act 1993, the only recourse of a person refused carriage, for any reason, is the recovery of the value of the unused portion of the Ticket, at our reasonable discretion.

15.1  Where one of our Services is delayed or cancelled, we will do our best to re-book you on an alternative sailing or trip.   We explain how this works on our websites, so please read that information carefully.  Details of how you can change and cancel your booking and when refunds are available are set out in our Fare Conditions and on our websites.

15.2   You have rights and remedies under the Consumer Guarantees Act 1993 where our Services do not operate as they should.  Nothing in this clause 15 affects any rights you may have under the Consumer Guarantees Act 1993, but there are circumstances where we will not generally be liable to you. We explain these below.

15.3   Subject to any rights you may have under the Consumer Guarantees Act 1993, we are not liable to you for:

(a)      any loss beyond our reasonable control or where we do provide the Services with reasonable care and skill, including for unforeseeable, indirect or consequential loss or damage arising out of or in respect of our Services;

(b)       for any personal injury as defined in the Accident Compensation Act 2001, including death, physical injuries or mental injuries; and

(c)      damage to Property from leakage, explosion, stains, soot or the effects of climate or the elements.

15.4  If a passenger contributes to any loss or harm they suffer, our liability to that passenger may be limited, for example where the passenger has acted negligently or in breach of these Conditions.  

15.5  If you are in trade (as defined by the Consumer Guarantees Act 1993) and are acquiring our Services in trade, to the extent permitted by law, you agree that the Consumer Guarantees Act 1993 does not apply to the supply of those Services.

Limitation of liability for goods

15.6   We are not liable for any loss or damage to Property in excess of NZD$2,000 in accordance with section 259 of the Contract and Commercial Law Act 2017. Our liability for loss or damage to property may be further limited if you do not comply with these Conditions or you fail to take steps to eliminate the risk of loss, damage, or theft of your property, for example where you:

(a)   fail to lock a vehicle, or fail to remove, tie down, or secure loose equipment or property on a vehicle;

(b)   fail to do all the things that a prudent owner of a vehicle or other property would do to that vehicle or property to minimise the risk of loss of, or damage to, or theft of, that vehicle or property;

(c)    include in your property fragile or perishable articles, money, jewellery, silverware, negotiable papers, securities or other valuables, passports, or other identification papers; or

(d)    fail to keep your Hand Baggage secure or fail to remove your Hand Baggage from the Service. 

Delays, deviations, cancellations and changes

15.7    All timetables, schedules or other representations regarding the departure and arrival times of our Services are an indication only and do not bind us, and are subject to change without notice.  We:

(a)   will try to tell you as early as possible where there are any changes, delays or cancellations to any of our Services;

(b)   will use all reasonable efforts to carry a Passenger and Property in accordance with that Passenger’s Ticket and on time, but the time of departure or arrival of any Service is at our discretion and will depend upon the operating situation.  Subject to any rights passengers have under the Consumer Guarantees Act, we do not assume responsibility for a Passenger and/or Property making connections for other travel arrangements, or for meeting any appointment, engagement, deadline or any other obligation;

(c)    are not liable for any loss or damage caused by failure or delay to take aboard or land a Passenger or Property as a result of circumstances beyond our reasonable control, such as bad weather or adverse sea conditions. 

15.8  Because we cannot guarantee our schedules, departure times, or the duration of journeys, we strongly recommend that you have motor vehicle, personal or travel insurance to cover any circumstances that may arise (including cancellation fees, missed connections, medical and curtailment expenses, early departure from holiday due to death or illness, etc). Your insurance should provide cover against personal accident, medical expenses, emergency repatriation and personal liability.

Securing devices

15.9   To reduce the likelihood of loss or damage during a journey, we may use securing devices to stabilise or secure any Property.

15.10  We are not liable for any loss or damage to any Property, if that loss or damage is caused by the chafing or moving of securing devices attached to prevent loss or damage, unless we have acted negligently or in breach of the Consumer Guarantees Act 1993.

15.11  In attaching or fitting securing devices, we are not required to take into account the special requirements of any Property.  Any special requirements will only be catered for at our absolute discretion and by prior arrangement.

Compliance with laws

15.12  You must comply with all Laws applicable to any of our Services.  We are not liable for any loss or damage arising from your failure to comply with any such Laws or from what we reasonably believe is necessary to comply with any such Laws.

Errors, omissions and representations

15.13   We work hard to make sure any information we provide to you, whether it is a direct communication or anything we publish on our websites, is accurate and up to date. This includes information about our Services, schedules and departure times. However, errors or omissions can occur despite our best efforts. When these happen, we will do our best to correct them as quickly as possible.  However, we will not typically be liable for errors or omissions where they are outside our reasonable control, such as where they are caused by third parties.

Securing devices

15.7   To reduce the likelihood of loss or damage during a journey, we may use securing devices to stabilise or secure any Property. 

15.8   We are not liable for any loss or damage to any Property, if that loss or damage is caused by the chafing or moving of securing devices attached to prevent loss or damage.

15.9   In attaching or fitting securing devices, we are not required to take into account the special requirements of any Property.  Any special requirements will only be catered for at our absolute discretion and by prior arrangement.

Compliance with laws

15.10  You must comply with all Law applicable to any of our Services.  We are not liable for any loss or damage arising from your failure to comply with any such Law or from what we reasonably believe is necessary to comply with any such Law.

Extension of exclusion or limitation to agents, etc

15.13   To the extent permitted by law, any exclusion or limitation of our liability applies to and for the benefit of our employees, agents, representatives and contractors and to any Actual Carrier and to the Actual Carrier’s employees, agents and representatives. The aggregate amount recoverable from us, the Actual Carrier and their employees, agents and representatives will not exceed the maximum amount of our liability.   

Notice of claim

15.15   Notice of any claim against us in respect of the loss of or damage to Property carried on our Services must be given to us in writing within 30 days after the date on which our responsibility for that Property has ended and in accordance with sections 274 to 277 of the Contract and Commercial Law Act 2017.

1.1 Nautical Miles is the Interislander loyalty programme that provides Members with rewards and benefits according to Membership tier.

2.1 Membership tiers comprise Gold Membership, Silver Membership and Bronze Membership. 

3.1 Nautical Dollars

(a) Members earn Nautical Dollars on every Interislander booking they make.  The number of Nautical Dollars the Member earns per $1 spent varies according to Membership tier.

(b) Nautical Dollars can be used towards, or used in full, for any future Interislander booking. Nautical Dollars will be credited to Member’s account within 24 hours of travel. Nautical Dollars balances can be viewed in the Member portal ‘The Porthole’.

(i) Gold Membership – Nautical Dollars earn rate Gold Members will earn 2 Nautical Dollars for every $10 spent.

(ii) Silver Membership – Nautical Dollars earn rate Silver Members will earn 1 Nautical Dollar for every $10 spent.

(iii) Bronze Membership – Nautical Dollars earn rate Members will earn 1 Nautical Dollar for every $10 spent.

(iv) Redeem only.  No Nautical Dollars can be earnt in this tier.

(c) To earn Nautical Dollars or redeem Rewards, Members may be asked to produce the Membership card in addition to identification at check-in, and at any other time.

(d) Nautical Dollars and Rewards have no cash or monetary value.

3.2 Priority disembarking – Vehicles

Nautical Miles Gold and Silver Members are offered priority disembarking for the Interislander ferries, subject to loading requirements.

3.3 Interislander Premium Lounge voucher 

(a) Gold and Silver Members receive a Premium Lounge voucher with their Membership as follows:

(i) Gold Members receive 2 Premium Lounge vouchers. 

(ii) Silver Members receive 1 Premium Lounge voucher.

(b) The vouchers will be sent to Members in their Membership pack.

(c) To redeem a Premium Lounge voucher, it must be presented by the Member at the Premium Lounge when making a booking. Premium Lounge vouchers cannot be booked in advance, only on the ship at the time of travel.

(d)  A voucher is valid for the Membership period and may only be used once.

3.4 Interislander Queen Charlotte Lounge Voucher

(a) Gold and Silver Members will receive Queen Charlotte Lounge vouchers when they join the programme (Kaitaki Only) as follows:

(i) Gold Members will receive 2 Queen Charlotte Lounge vouchers.

(ii) Silver Members will receive 1 Queen Charlotte Lounge voucher.

(b) Voucher must be presented to the reception desk on Kaitaki to receive access to the Queen Charlotte Lounge. 

(c) The member will also receive a $15 voucher for onboard spend in combination with the Queen Charlotte Lounge voucher.

(d) A voucher is valid for the Membership period and may only be used once.

3.5 Coffee Vouchers 

(a) Gold and Silver Members will receive coffee vouchers when they join the programme as part of their Membership as follows:

(i) Gold Members will receive 5 coffee vouchers.

(ii) Silver Members will receive 3 coffee vouchers.

(b) A voucher may be redeemed by providing to the café or restaurant staff.

(c) A voucher is valid for the Membership period and may only be used once.

3.6 Priority luggage - Foot passenger only

(a) Gold and Silver Members are entitled to the following priority luggage:

(i) Gold and Silver Members are entitled to three pieces of check-in luggage instead of two when travelling on foot.

(ii) Luggage does not include NON personal items.

3.7 Premium Lounge discounts

(a) Additional discounts are offered to Gold and Silver Members as follows:

(i) Gold Members are permitted to purchase additional Premium Lounge passes at a 50% discount.

(ii) Silver Members are permitted to purchase additional Premium Lounge passes at a 25% discount.

(b) Discount applies for all travellers accompanying the Member on the same booking.

(c) Only the person booking can use their Membership.

3.8 Member discounts on the Scenic Rail services

(a) Gold Members are entitled to receive the following discounts on Scenic Rail services:

(i) 15% discount on all scenic class fares for TranzAlpine, Coastal Pacific and Northern Explorer.

3.9 Membership joining bonus

(a) Gold and Silver Members are entitled to receive a Nautical Dollars joining bonus as follows:

(i) Gold Members will receive 10 Nautical Dollars when they sign up to Nautical Miles.

(ii) Silver Members will receive 5 Nautical Dollars when they sign up to Nautical Miles.

3.10 Membership anniversary bonus

(a) Gold and Silver Members are entitled to receive a Nautical Dollars anniversary bonus as follows: 

(i) Gold Members will receive 10 Nautical Dollars anniversary bonus if they continue their Gold Membership for another year after their initial 12-month Membership expires.

(ii) Silver Members will receive 5 Nautical Dollars anniversary bonus if they continue their Silver Membership for another year after their initial 12-month Membership expires.

3.11 Membership gift

(a) Gold Members will be entitled to receive a Nautical Miles IdealCup when they join Nautical Miles.

(b) To redeem for 1 Nautical Miles IdealCup, Gold Members will receive a voucher to redeem on board any Interislander Premium Lounge.

4.1 Application for Membership is open to persons over 18 years of age who have a New Zealand residential address.

4.2 Membership, Nautical Dollars and Rewards are offered at the discretion of Interislander and Interislander has the right to accept or reject any application for Membership without giving reasons.

4.3 Membership, Nautical Dollars and Rewards are personal to the Member and are not transferable or refundable.

4.4 If a Membership is not renewed, Nautical Dollars may still be redeemed for travel up 6 months but other Rewards will cease at the expiration of Membership.

4.5 Membership is valid for 12 months.

4.6 It is the Member’s responsibility to keep the personal contact details held by Nautical Miles about the Member up to date to ensure that we can communicate with you about Nautical Miles and your Nautical Dollars and Reward status.

4.7 The Member may terminate Membership at any time for any reason by contacting Nautical Miles: nauticalmiles@interislander.co.nz. On termination, the Member’s account and any existing Nautical Dollars and Rewards will be terminated, deleted or extinguished.

5.1 Nautical Miles may charge Membership fees according to Membership tier, and Membership is valid for 12 months from the joining date.

(a) Gold Membership - $125.00.

(b) Silver Membership - $75.00.

(c) Bronze Membership - Free.

5.2 Membership fees may be changed by Nautical Miles from time to time.

6.1 Gold Membership

(a) Gold Members may only convert to Silver Membership on the Membership Anniversary.

(b) Gold Members will automatically become Bronze members if Membership is not renewed to either Gold or Silver on the Membership Anniversary. Upon conversion to Bronze Membership, any unused Nautical Dollars will expire 12 months after date converted and any Nautical Dollars earned subsequently whist in Bronze will expire 12 months after the date earned.

(c) Nautical Dollars do not expire whilst a Member retains Gold or Silver Membership.

6.2 Silver Membership

(a) Silver Members may only convert to Bronze Membership on the Membership Anniversary. 

(b) Silver Members will automatically become Bronze members if Membership is not renewed to either Gold or Silver on the Membership Anniversary.   Upon conversion to Bronze Membership, any unused Nautical Dollars will expire 12 months after date. converted and any Nautical Dollars earned subsequently whist in Bronze will expire 12 months after the date earned.

(c) Nautical Dollars do not expire whilst a Member retains Gold or Silver Membership.

6.3 Bronze Membership

(a) During Bronze Membership, any unused Nautical Dollars will expire 12 months after the date earned.

(b) If Bronze Membership is not renewed on the Membership Anniversary, the Membership will be converted to “redeem only” and any Nautical Dollars on the Member’s account will expire on the earlier to occur of 12 months after Nautical Dollars earned or  6 months from the date of conversion to “redeem only status”.

6.4 Redeem only

(a) Once a Member’s account is redeem only, if Membership is not renewed within 6 months from the change to Membership, unused Nautical Dollars will be deleted, and the Membership closed.  

(b) If Membership is renewed to Bronze within 6 months, the Membership Anniversary will be re-set and Nautical Dollars will expire 12 months after the date earned.

(c) If Membership is renewed to Silver within 6 months, the Membership Anniversary will be re-set and unused Nautical Dollars will not expire.

(d) If Membership is renewed to Gold within 6 months the Membership Anniversary will be re-set res-et and unused Nautical Dollars will not expire.

7.1 Respecting your personal information is important to us. The Interislander Privacy Policy (“Privacy Policy”) forms part of these Conditions. The Privacy Policy sets out what personal information we collect, how we use it, to whom we may disclose it and what your privacy choices are.

7.2 In addition to the terms of the Privacy Policy, by becoming a Member you acknowledge and agree that personal information  we collect or generate may be used and disclosed to our service providers for the purposes of administering your account, communicating with you about the terms of your Membership and for promoting our services and for managing and administering Nautical Miles more generally.  

8.1 Interislander reserves the right to make changes to these Conditions, at any time, without notice, at its sole discretion. Interislander shall attempt to advise Members of any changes but shall not be liable for any failure to do so.  Changes may include without limitation those relating to including:

(a) Nautical Dollars and other Rewards

(b) Nautical Dollars earn rates

(c) Blackout Periods

(d) Continued existence and expiry of Rewards

(e) Ticketing procedures

9.1 Interislander expressly reserves the right to terminate or materially alter Nautical Miles at any time, without notice.

9.2 Interislander shall not be liable for any Member’s accumulated Nautical Dollars or other Rewards. In the event of termination or other material alteration to Nautical Miles, Nautical Dollars and other Rewards may also be terminated, deleted or extinguished.

9.3 Interislander gives no warranty as to the continuing availability of Nautical Dollars, or any other Reward.

10.1 Any failure to comply with the General Conditions of Carriage or these Conditions may at Interislander’s sole discretion result in termination of Membership and/or cancellation of Nautical Dollars and other Rewards.

(a) Failure to comply may include, but is not limited to:

(i) Anyone else using your Nautical Miles Rewards and benefits other than the Member.

(ii) Abusive, offensive, or threatening behavior toward any Interislander staff or passenger by a Member or persons travelling with a Member.

(iii) Providing or attempting to provide false or misleading information on your Membership application or to Interislander staff.

(b) On termination, the Members account and any existing Nautical Dollars and Rewards will be terminated, deleted or extinguished.

11.1 Interislander has made reasonable endeavours to ensure the information provided in Nautical Miles publications is correct at the time of publication. However, to the extent permitted by law, Interislander excludes responsibility for errors or inadvertent miscommunication, or information becoming out of date after publication.  Members should confirm details at the time of booking to ensure still correct.

11.2 Interislander is a registered trademark of KiwiRail Limited.

“Blackout period” means any period during which Interislander (at its sole discretion) determines that certain Rewards will not be available.

“Conditions” means these terms and conditions of Membership, as may be amended by Interislander from time to time.

“Conditions of Carriage” means the conditions from time to time designated by the Interislander as applying to its services as published on its website.

“Interislander” means KiwiRail Limited trading as “Interislander”.

“Member” means a Member of Nautical Miles and “Membership” has a corresponding meaning.

“Membership Anniversary” means the first anniversary of the Member joining Nautical Miles and each subsequent anniversary thereafter.

“Membership Card” means the means of identification of Members adopted by Interislander (whether by card or otherwise).

“Nautical Dollars” means the points earned by a Member by traveling with Interislander, and which may, at the sole discretion of Interislander, be used to redeem travel services with Interislander.

“Nautical Miles” means the frequent traveller rewards loyalty programme marketed by Interislander.

“Rewards” means any rewards, including Nautical Dollars, which Members may receive, as a result of Membership.

While Interislander is the main provider of the Packages, some or all services that are part of the Packages may be offered by Other Providers (including hotels, activity providers, transfer transportation and other independent parties) (“Third Party Services”) and Interislander may receive a commission from the Other Providers in respect of the Third Party Services. When you book a Package, we act as an agent for, and make arrangements with, Other Providers. This means the Third Party Services may be governed by separate terms and conditions of those Other Providers.  Where this is the case, it will be stated on the Interislander website and the Other Provider Terms will be available to view on the GJNZ website. When you book your Package you will be deemed to have accepted the Other Provider Terms. 

While we have taken steps to ensure that information provided by Other Providers, including the Other Provider Terms, is accurate and up-to-date, we make no guarantee, representation or undertaking, whether expressed or implied, in relation to, nor do we assume any legal liability, whether direct or indirect, or any responsibility for the accuracy, completeness, or usefulness of, the information provided in relation to the Third Party Services by Other Providers.  

Although great care is taken to choose the Other Providers, we are unable to directly control them and therefore we are not responsible for their acts or omissions. The Third Party Services are subject to the conditions imposed by Other Providers, and their liability may be limited by their tariffs, conditions of carriage, and any applicable international conventions and agreements. We accept no responsibility for the day-today provision of such Third Party Services and we accept no liability for any loss, damage, personal injury or illness which you may suffer whilst using the Third Party Services. 

We have no control over Other Providers' facilities or services, or the manner in which they are provided. We will not be liable for any loss or damage of any kind which may arise from your use or consumption of, or inability to use or consume, those facilities or services. 

Nothing in these Packages Terms and Conditions affects your rights under the Consumer Guarantees Act 1993. However, if you are purchasing any Packages for business purposes, you agree the Consumer Guarantees Act 1993 will not apply.  

• You can book a Package right up to the departure date subject to availability. 
• You must be at least 18 years of age to make a booking.  
• When you book a Package, you agree to the Customer Terms and Conditions.
• If you make a booking on behalf of additional travellers, you confirm that you have appropriate authority to act on their behalf, and that you agree to the Customer Terms and Conditions and provide personal information under that authority. 
• You must provide the personal information requested when making a booking. 
• You must ensure that your details are correct and valid at the time of booking. We take no responsibility for any incorrect information.
• Images displayed on the website or in promotional material are included as a guide only. Hotel room photographs are representative examples and rooms may vary from those shown. In the event the designated hotel is not available, alternative accommodation of an equivalent standard will be booked. 
• The advertised rate is per person (including GST, if any) and based on twin share occupancy where accommodation is involved, unless otherwise stated. Additional fees for extra travellers will be charged where applicable. 
• If you are arriving at your accommodation after 7.30pm, please contact the hotel to ensure that you can check in late.  Your room will be held until 11.59pm on the check-in date unless otherwise advised. Thereafter, there is no guarantee that your accommodation will remain available.
• The maximum number of people per room is stated in the Itinerary information during the booking 
  process. 

If you book your Package through a travel agent, then you acknowledge and agree that for your booking to be confirmed and maintained, we must have received payment for the Package in full from your travel agent.  You agree that your travel agent is independent of Interislander and, unless expressly authorised by us in writing, we are not bound by or liable for anything affecting us that the travel agent may or may not do.

Packages are only available to people 18 years and over.

Packages 

All inclusions are shown on the individual Package Itinerary, and may include travel by Interislander ferries, air conditioned buses, cruises and other ferries and intra-holiday flights (including light aircraft) as described in the respective Itinerary.

Interislander will not issue you a refund or credit, including any partial refund or credit, where you or any guest in your booking declines to participate in any activity, meal or any other component of the Package. 

Hotel Accommodation 

Prices are per person, based on two persons sharing a room with private bath or shower. Options available usually include the choice between two-bed rooms and rooms with one double bed. Special room requests (adjacent, connecting or lower-floor rooms, as examples) must be made at time of booking. Special room requests are not guaranteed and are subject to the discretion of the Other Provider.  

Some Packages include accommodation with breakfast.  This breakfast may be a full cooked breakfast, a continental breakfast or as otherwise stated on the Itinerary. Please check your Package inclusions at the time of booking.

Many hotels, lodges and luxury tented camps are 100% smoke-free, including all guest rooms, restaurants, lounges, meeting rooms and public spaces. Smoking in a non-smoking room may result in a fine or penalty.  

In the event that the designated hotel is not available, we may substitute accommodation differing from that specified in the Itinerary. We try to use substitute accommodation of a similar standard.  

Hotel frequent traveller programme points are not earned on hotel stays as part of the Packages. 

Please note that hotel room sizes, standards, facilities and services provided may vary from region to region and are often local in style and may not have air-conditioning. 

Self-Guided Packages 

The Packages and third-party add-ons are self-guided and not accompanied by Interislander travel guides.

Meals 

Some meals are included, as detailed on the Itinerary. Any special meal requirements, including allergies, must be provided at time of booking and are received on a request basis only. Interislander cannot give any assurance that special meal requests will be fulfilled and does not assume responsibility or liability if requests are not fulfilled.

The provision of meals by Interislander may be subject to additional terms and conditions as notified to you by Interislander prior to travel. 

Sightseeing 

Experiences, entrance fees and an English-speaking local guide (when required) are included as detailed in the Itinerary. Some included activities (marked on the Itinerary) require a signed liability waiver; participation in those activities is at your own risk. Guidebooks, maps and other souvenir items are not included unless specifically listed in the Itinerary. 

Transfers 

Transfers between airports, hotels, railway stations and piers are only included as indicated in the Itinerary. Transfers can be purchased at an additional cost in many destinations. There will be no refund for missed or unused transfers. It is your responsibility to update Interislander or the Other Provider with any changes to your schedule to ensure that you receive any transfers included as part of the Package. Failure to do so may result in missing these services and no refund shall be due for missed transfers resulting from your failure to provide updated information to Interislander or the Other Providers.

We are not responsible for any interruptions (whether due to any breakdown, repair, upgrade or maintenance) to the Interislander website, any Other Provider website or the website of any booking agent. We are  not responsible for any errors (including manifest and typographical errors), inaccuracies, or incomplete information (including but not limited to inaccuracies relating to product or service photographs and descriptions and lists of amenities/extras) or non-delivery of information in relation to Packages. All information relating to Packages on the Interislander website is correct at the time of publication to the best of our knowledge. 

• Payment for all Packages must be made in full, at the time of booking, by credit or debit card via a secure payment system. Payment directly to our bank account may also be arranged. Prices are subject to change; however, the price will not be increased once you have received your booking confirmation (as defined below). All prices are quoted in New Zealand (NZD) dollars and include Goods and Services Tax (GST) of 15% (if applicable).  
•  A 1.75% fee will be applied to payments made by credit card. 
• The price shown DOES NOT include any hotel service fees, items of a personal nature, charges for optional incidentals (such as minibar snacks or telephone calls), or surcharges. Some accommodation providers may require you to present a credit card or cash deposit upon check-in to cover any additional expenses that may be incurred during your stay. Any deposit taken or amounts charged to your credit card by the relevant accommodation provider are unrelated to any payment made through the Interislander website for your Package.   
• Once your payment is processed, your booking details will be sent to the Other Provider/s and a booking confirmation (“booking confirmation”) will be sent to your registered e-mail address. The booking confirmation will need to be presented to all Other Providers during your Package journey. 
• Advertised rates are indicative and based on the level of demand. Packages are subject to availability. 
•  All rates are subject to change until the Package is booked and paid for. 

• We reserve the right to modify, alter, or substitute all or any part of the service or product components of a Package at our discretion. In the event of such change, we will endeavour to provide the closest alternative service or product reasonably available. Every effort will be made to adhere as closely as possible to your original booking; however, all fares, schedules, itineraries, hours of arrival and 
  departure are subject to change without notice at any time.
• You have the right to cancel your Package with us at any point, however, the following cancellation charges may apply for Packages for 1-9 people: 

         0 - 14 days before departure, 100% of Package cost 
         15 - 30 days before departure, 60% of Package cost 
         31+ days before departure, 20% of Package cost  

• For groups of 10 or more, the following cancellation charges may apply: 

         0 - 35 days before departure, 100% of Package cost 
         36 - 65 days before departure, 60% of Package cost 
         66+ days before departure, 20% of Package cost  

• If you wish to amend your Package after booking and we can make the requested change, an amendment fee of $35 per person named in the booking will be made to cover administration costs. However, the amendment fees charged by Other Providers may be higher and we reserve the right to pass on such fees. A new booking may be required where there are non-refundable components of the Package. In these instances, should you change or cancel your booking for any reason, our cancellation charges will apply.
• Other Providers are unable to approve any refund of Packages. All claims and refund requests must be lodged in writing with us within 30 days from the completion of your Package. Please send your claim or refund request to the applicable email address listed below. No refunds will be issued for late checkin or early check-out for any reason whatsoever. 
• Where you seek a refund for a changed or cancelled Package for which payment has been made to any Other Provider, we will not provide a refund to you until we receive the funds from the Other Provider.  In the event we are still holding funds, we can only provide you with a refund once we are authorised by the Other Provider to process your refund, subject to the Other Provider's change or cancellation policy, as set out in the Other Provider Terms.  

Force Majeure Event 

• If Interislander cancels your Package due to a Force Majeure Event, a future travel credit (“FTC”) to the value of funds paid to date, less any Other Providers costs incurred, will be provided.  All FTCs will be valid for 24 months from the date of issue. Or you can request a full refund if you are unable to utilise the FTCs.
•  Where your Package is terminated mid-Package due to a Force Majeure Event, if we provide you with any alternative services or assistance (such as hotels or travel) then you agree to pay for these costs. In return, GJNZ will provide a pro-rated FTC for the unused portion of your trip, less any Other Provider costs incurred.  

“Force Majeure Event” means an event or occurrence which is beyond a party's reasonable control including: (i) act of God; (ii) earthquake, flood, fire, storm and adverse weather conditions or natural events for which provision could not reasonably have been made; (iii) interruption or failure of any utility services, or unpredictable delays which could not reasonably be prevented in delivery of materials, equipment or services necessary for the compliance by that party with an obligation under this agreement; (iv) sabotage, riot, civil disturbance, explosion, terrorist acts, insurrection, epidemic, pandemic, national emergency (whether in fact or law) or act of war (whether declared or not); (v) act or omission of any authority, not directly or indirectly arising from any act or omission by that party, its agents, representatives or advisors; (vi) governmental restraint, sanction, expropriation, prohibition, intervention, direction or embargo; and (vii) strike, lockout, work stoppage or other labour hindrance. 

Cancellation by GJNZ 

If the cancellation of your Package by GJNZ is not due to a Force Majeure Event, GJNZ will provide an alternative comparable Package (if available). If an alternative is not available then a refund will be made. Where a Package is cancelled by GJNZ, other than as a result of a Force Majeure Event, during the course of the Package, GJNZ will pay a partial refund commensurate to the part of the Package not completed. GJNZ is not liable for any cancellation or change cost or penalties incurred on other travel arrangements including air travel that you or your party have made outside GJNZ, that may be affected by our cancellation. 

Early return

Early return expenses are your responsibility. There is no refund for absence or early departures from a Package, including but not limited to missed hotels, transfers, meals or sightseeing cruises or optional extensions. 

It is strongly recommended that you purchase comprehensive travel cancellation insurance to protect your holiday investment. Travel insurance benefits can include coverage for trip cancellation, early departures from a Package, lost baggage, and emergency medical care. Specific terms, limitations, and conditions apply to all travel policies purchased. Please ensure you understand your policy before you travel.  

• When you travel on a Package the luggage accepted and transported is subject to the following luggage policy and conditions and the applicable conditions in the General Conditions of Carriage
• Your Package includes two checked piece of luggage per person with a maximum weight of 23kg. Maximum volume per bag is 200 linear centimetres (this is calculated by adding height + length + width together).  
• Each piece of luggage must have an identification tag attached to it that includes name, return address, and telephone number.  
  We recommend all customers carry any valuables, medications, or necessary belongings with them onboard the train, bus, car, plane or ship. All belongings are carried at the owner’s own risk.  
• Oversized items will not be accepted when travelling on a Package, for example, sports equipment including bikes and bike trailers.
• A maximum of one additional item of baggage per person can be purchased for $20 per piece. 

We are not liable or responsible in any way for any loss, costs, expense or other damage relating to your luggage, personal possessions, health or welfare, or delays to travel (whether as a matter of contract, tort (including negligence), statute, restitution, or otherwise) or for any direct, indirect or consequential loss, liability, claim, cost, expense, proceeding, demand or penalty, unless these arise directly as a result of our booking services or in respect of our provision of Interislander services and in this case our liability does not extend to any indirect or consequential losses.  

Our liability is further limited by the terms specified in the General Conditions of Carriage, and the liability of any Other Provider may be limited by their terms and conditions.  Except as set out in these Packages Terms and Conditions, we will not be responsible if a Package or component of a Package is not available due to a Force Majeure Event.  

This liability clause is subject to your rights under the Consumer Guarantees Act 1993 and nothing in the Customer Terms and Conditions is intended to limit any right you may have under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. 

When you book a Package, you accept responsibility for the proper conduct of all members of your party during your travels with Us. We reserve the right at any time and at our discretion to terminate the travel arrangements and/or cease to deal with any party member(s) whose behaviour, in the reasonable opinion of us or our Other Providers, may cause danger, upset, discomfort, disruption or distress to anyone else or damage to property. Full cancellation charges will apply and no refund will be made. We shall have no 
obligation to pay compensation or meet any costs or expenses (including but not limited to alternative accommodation and return transportation arrangements) you may incur as a result of the travel arrangements being terminated. 

You must immediately report any pre-existing damage in your room to accommodation staff and/or contact Interislander. If you damage the accommodation in which you are staying or any property while on the Package, you must reimburse the accommodation provider or property owner concerned for the cost of the damage before the end of your stay if the cost has been established by then or as soon as it has been established if later. You agree to indemnify us for the full amount of any claim (including legal fees) made against us as a result of any damage caused by you. Criminal proceedings may be instigated. 

Without limiting the clause above, in the event of an Other Provider being unable to provide you with the Third Party Service you have booked for any reason, including becoming insolvent or being placed under external administration, subject to your refund and remedy rights under the Consumer Guarantees Act 1993, we have no obligation to reimburse you for the cost of your Package, or for any loss or damage you may otherwise suffer as a result of any such failure.  

You agree and acknowledge that monies paid by you to us will not be held by us on trust for and on behalf of you and we may hold such monies in any account as we see fit, including with our own and/or other customer monies. To the extent such monies relate to any Third Party Services, monies paid by you will be a debt due and payable to the Other Providers in accordance with the payment terms we have agreed with those Other Providers. Payment may be made to Other Providers before the relevant Third Party Services to which the monies relate are provided, however, in some cases, payment will be made to Other Providers after the Third Party Services have been provided.  In the event that we hold the monies, we can only provideyou with a refund once we are authorised by the Other Provider to process your refund, subject to that Other Provider's change or cancellation policy and the terms of the Customer Terms and Conditions. 

We will only collect and use your personal information in accordance with the Privacy Act 2020 and Privacy Regulations .  You agree to KiwiRail's Privacy Statement and agree that GJNZ will need to use personal information for you and the guests in your booking to process your Package. Personal information may include each guest’s name, address, phone number, email address, and sensitive information such as health, medical, dietary, mobility, or other special requirements. We may need to provide personal information to contractors who provide services to or for us (including for the purposes of sending mail, providing marketing assistance) and the Other Providers. This may involve sending personal information (including sensitive information) to other countries that may not afford the same level of protection of personal information. In purchasing your Package, you consent to your personal information being passed to relevant third parties as set out above.  

We may also use the personal information you provide us to review and improve the Packages and services that we offer (including as part of our complaints process and Package feedback), and to contact you (by post, email and/or telephone) about other Packages and services offered by GJNZ that you may be interested in (providing you have opted in to receive this information). You can update, delete, or request access to your personal information by email request to privacy@kiwirail.co.nz. 

We have taken care in putting together the arrangements requested by you in regard to your Package. It is important that you check all of the documentation provided to you in relation to your Package to ensure that it fully meets with your requirements and to ensure that there have been no misunderstandings.  

If you have a complaint about an aspect of your Package whilst away, you must immediately notify the provider of the service locally. If they are unable to resolve the problem immediately, you may contact us for further assistance. If you are still not satisfied on the completion of your Package, you may email our customer support team at feedback@interislander.co.nz
  
Please include your Package booking reference number and your best contact number(s) in your email.