If you’d like to talk to someone from the Snapper team, call our helpdesk, fill out the form below, or pop in and see us at our Snapper Service Centres.
Wellington i-SITE Visitor Centre
111 Wakefield Street 6011 (In front of the Michael Fowler Centre)
Monday to Sunday 8.30am – 5:00pm
Public holidays 9:00am – 4:00pm, closed Christmas Day
Upper Hutt i-SITE Visitor Centre
Expressions Art and Entertainment Centre, 836 Fergusson Drive, Upper Hutt
Monday to Friday 9:00am – 4:00pm
Saturday, Sunday and public holidays 9.30am – 4:00pm
Sometimes circumstances outside of your control mean you can’t tag off, often in these cases you’ll hear “please tag on at the front” or “fare already paid”.
Snapper is now issuing automatic refunds of penalties where a customer has tried to tag off the bus but has not been able to, so you don’t need to worry about getting in touch with us to request a refund.
If you think you’ve been unfairly penalized but have not received your refund in 2 working days, please get in touch with us.
Providing us with as much of the following information as you can, will enable us to resolve your query quickly.
• Time and date the incident occurred
• Your 16-digit Snapper card number
• 4-digit bus number/vehicle ID (not mandatory)
• Note – the 4-digit bus number is not the route number but the unique ID of the bus you are on. Look for it inside the bus up the front, generally above the front window or ask the driver.
Please note – If you think you’ve been unfairly penalized but have not received your refund in 2 working days, you can use the above refund request form to get in touch.
Alternatively please use the following form to email us a general request or enquiry.
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