FAQ

General

What are your hours of operation?

We currently operate during business hours (8am - 5pm) around the greater Auckland area, but if you are looking for ambulance-based transfers over a longer distance, or outside our normal working hours, please get in touch to discuss.

 

Do you do transports 24/7 ?

Our transports primarily operate in business hours as that's when most medical appointments occur. We can usually accommodate an out of business hours transport, so please get in touch to discuss.

 

Pricing

We have a simple, flat rate charge which caters for the majority of journeys around Auckland, and a per-kilometer rate for longer journeys. See our Pricing page for more information.

 

Luggage

One or two small to medium bags or cases with a combined weight of less than 20kg will be fine for our Ambulance Officers to lift and store in the ambulance. We can usually accomodate extra luggage if you let us know when you make the booking.

Due to Health and Safety requirements, and for your safety in the ambulance, we can't take large items or boxes, or loose items. We also cannot take pets.

 

Rescheduling or Cancelling the booking

We understand that sometimes things change and will do our best to accomodate rescheduling your transport, however due to other bookings this may not always be possible.

If you need to cancel your booking, please give us at least 24 hours notice. Bookings cancelled with less than 24 hours or at the time the ambulance arrives for pick up may be charged a 50% fee to cover the time we had scheduled the ambulance and ambulance officer for your transport.

In certain circumstances the charges may be waived.

 

Feedback

We'd love to hear your feedback on any aspect of the booking including booking, customer experience, and invoicing. You can call us on 09 412 8500 or email us at feedback@metroambulance.co.nz.

 


Private Hire customers

How do I book a transport?

The easiest way is to call us on 0800 52 62 82 and we will take your booking over the phone. If we are all out on transports, leave us a message and we'll call you back as soon as we can. Alternatively you can go to our Get in touch page on our website for more options.

 

What happens when I book?

We'll ask you the details of the booking, where you or your loved one is going, if it is a return trip or one way, the pick up address and a few questions about you or your loved one to assess their mobility and overall clinical status. This is for us to ensure that we have the right knowledge to help in the right ways on the day. We'll also check with you about vehicle access to your property.

 

What happens on the day of transport?

When we come to collect you, we'll introduce ourselves, and check how you are feeling today. We'll help you safely into the ambulance either seated or lying comfortably on a stretcher, and we'll point out a few of the safety and comfort features for you, especially around how we monitor and communicate with you during the journey. When we arrive at your destination, we'll always ensure we come in with you and wait whilst your appointment is confirmed.

If you have booked a return journey with us on the same day, we'll let the staff know how to contact us to let us know when you've finished your appointment so that we can pick you up.

 

Can a family member or another support person accompany me on my transport?

Yes, we completely understand that you may want a support person with you on your transport or for your medical appointment. We are very happy for one family member or support person to accompany you on the trip and in most circumstances we can accommodate that. Please let us know when you book.

 

How do I pay for the transport?

We will typically send you an invoice, unless otherwise arranged. We offer a secure, on-line payment service that allows you to pay with a PayPal account, a New Zealand credit card (Visa, Master Card and Amex only), and we accept payment via internet banking. If you are paying prior to your journey, your payment will need to be processed before your booking can be confirmed.

 


Healthcare Organisations

How do I book a transport?

The easiest way is to call us on 0800 52 62 82 and we will take your booking over the phone. If we are all out on transports, leave us a message and we'll call you back as soon as we can. Alternatively you can email your booking to us at bookings@metroambulance.co.nz. Please make sure you include your Account or Customer number (if you have one), the name of your organisation, and your contact details. We'll contact you to arrange the booking and get further details at that point.

 

Can a staff member, nurse, carer or family member accompany our resident/patient?

Absolutely. We are happy to take a support person per patient at no extra cost. If the journey for your resident/patient is a single (one-way) journey, we'll often be able to return the support person for no extra charge on shorter journeys. Please let us know when you book so we can make sure a spare seat is available.

 

Will my patient/resident be the only one in the ambulance?

A seated patient may share the ambulance with other seated patients going to a similar area at a similar time.

A patient traveling by stretcher will be the sole occupant aside from any accompanying support person.

 

How do I pay for the transport?

If you're an approved Healthcare organisation, your bookings will be pre-approved prior to the transports. We'll send an invoice, either to your organisation or directly to the patient/resident, via email or regular post.

Payment terms depend on your organisation. Please get in touch to discuss options available to you.

Payment can be made via internet banking, or via our secure online payment system which allows payment to be made via PayPal. We also accept Visa, MasterCard and Amex from corporate or enterprise accounts.

 

Would you like to know more?

Get in touch

 

 

 

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    We are an ACC registered service provider.