Downtown Terminal — Local services in Waitematā

There was a detour by Waiheke Island to go to the city centre from Half moon bay. When the ferry arrived in Half moon bay, the staff told people that the ferry has to go to Waiheke island first to go to the city centre. It was my first time to take a ferry from Half moon bay with my 1 year old baby, and that was such a unexpected journey. The worst was on the way back to Half moon bay from the city centre. I was waiting for the ferry at 3pm in the city centre terminal, there was no ferry coming and one of the staff told people to follow. So I followed her with my baby in a pram, and we were in a queue. After a few minutes, I found out one of the staff tried to get an uber for people. There was no official announcement and apology about that. The worst was I was with a baby in a pram. The uber didn't have a baby car seat, which put a baby so much in danger. I didn't have any other option. My husband and I was unhappy about the situation. Also there was no explanation about the fact that we had to tag off the AT Hop card from the ferry terminal.

The experience with the ferry on that day was just ridiculous and crazy.

I would never take a ferry again with my baby and I wouldn't recommend it to my family...

Don't expect any help or right information. Went to the info desk to enquire about what pier the Beach haven ferry came into. Lady said "I don't know. 1 or 7. Ask around the corner. Waited at ticket line to say that ferry was due in at 11.05 and was it running late. She said it was coming in at 11.55. Told her I looked at the timetable and she had no explanation as to why it was late. Went away to get coffee and 5 minutes later at 11.15 my friend text to say she had arrived. Frustrating...

We went through the ferry terminal 27th December 2019 and explained to Carlyle (who works at Downtown Ferry Terminal) the difficulties we were having with our Hopcard. We couldn't have had a better response.Not only did he get the cards sorted, he explained how the system worked and took us to Britomart and got us our entitlements. THEN he carried one of our bags to the bus for the airport. His thoughtfulness and kindness was remarkable. We were stunned with such helpful service....