‘A shambles’: Travellers fuming over new Auckland Airport pick-up zone
Monday, 20 May 2024
Auckland Airport’s new pick-up zone for taxis, rideshare services and shuttles at the international terminal has attracted complaints from travellers, who have variously described the walk there as maze-like, a “shambles” and a “monumental cock-up”.
Lauraine Jacobs, who arrived at the international terminal on a flight from Melbourne on April 12, said she was “horrified” at the changes that had been introduced to the area during her time away.
The temporary transport pick-up zone sits behind the airport’s new $300 million transport hub, the first stage of which opened on April 3. Replacing the international terminal ground-level car park, the ground floor of the transport hub covers over 14,000sqm and has separate lanes for public transport and those being dropped off or picked up by friends and family, or by taxis, rideshares and shuttles.
Jacobs said she and her husband, who both had a suitcase and golf bag with them, walked for almost 15 minutes through a “wet and windy” evening to get to the new taxi pick-up area.
“There was quite a long section, in fact I would say, the majority of the walk, that was completely uncovered or partially covered by an ill-designed permanent shelter that is completely ineffectual in the prevailing cold and wet winds that blow in of the Manukau Harbour.
“The only real shelter was when you passed through the transport hub – how ironical that a building with that name doesn’t actually provide pick up for taxis and shuttles – you have to pass through it to reach them. Added to that are the bollards that obstruct easy access when you’re pushing large golf bags.”
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Jacobs said she spotted an elderly man with a walking frame and “his poor old wife” pushing their luggage struggling with the walk.
“We’re hardly spring chickens ourselves and I wished I could have assisted them but I have a weak knee and had my own trolley to push.”
Jacobs said she could not believe that anyone could find the pick-up point for taxis, rideshares and shuttles acceptable.
“I have never been in an airport in a civilised country that you cannot see the taxis from the terminal exit, or where you have to walk around and past two large hotels to find your transport. Especially in inclement weather. It is a monumental cock-up and I am ashamed that is what visitors to New Zealand are confronted with.”
Stuff Travel travel content director, Stephen Heard, said he found the pick-up area difficult to get to when returning from Fiji last week.
'With the area currently undergoing construction it can feel like you are walking through a maze to get to the new designated rideshare area.
“You pass the main pick-up/drop-off area and then have to walk past chain-link fencing, across a road and through a covered shipping container walkway. The Uber app still tells travellers to meet their driver at the old pick-up area outside door 11 of the terminal, so that's where I went and left my driver waiting in the new area until I ran across.”
Other travellers have taken to social media to vent their frustration at the new pick-up point.
“Wow, who decided an uncovered, really long walk 2 taxis, ride shares and shuttles was the way to go?,” one X (formerly Twitter) user asked. “Everyone - including elderly, young families, disabled - trying 2 push a trolley/manage themselves at (the) pace of the slowest group ahead - what a terrible redesign.”
Another X user commented: “how long is the walk to the taxis with a 3-year-old… What a shambles. Hang your heads in shame.”
An Auckland Airport spokesperson said the transport pick-up zone is temporary, and that commerical operators will be able to return to areas closer to the terminal when construction projects are completed.
“While construction is underway, we have needed to introduce some temporary changes to commercial transport arrangements.
“We appreciate these changes can be frustrating, but they are necessary for the ongoing safety of travellers and to protect them from construction zones. We thank travellers for their patience while construction takes place, and we are continually reviewing arrangements to see where we can make improvements.”
The airport is working through the details and timing for moving the transport pick-up area closer to the terminal and will update commercial transport providers as soon as it can, she said.
The spokesperson said the temporary transport pick-up zone is about seven minutes’ walk from the terminal and that it is now mostly undercover. The walkway is expected to be completely by a permanent canopy by early June.
“We have also upgraded the signage to help travellers navigate between the terminal and the transport options, plus now the weather has cooled the planting is well underway, so the overall experience is improving every day.”
A free shuttle connects the international terminal with the temporary transport pick-up zone and car parks D and E, she said.
“Travellers arriving internationally should look for the blue signs pointing to the blue shuttle bus. Travellers who have pre-booked with accessibility transport providers can be picked up directly outside the terminal. For drop-offs, which all happen within the newly opened transport hub, an electric buggy is available to transfer travellers with accessibility needs to the international terminal.”
Construction projects include closing and upgrading the inner terminal road and transforming it into a dedicated road for public transport and commercial drop-offs flanked by wide, covered footpaths and seating areas.
A dedicated priority zone for VIP transport operators will be opened closer to the terminal in about six weeks’ time, the spokesperson said.
“We recognise there is a lot of change happening at Auckland Airport. While we’re working hard to make sure things are both safe and easy for travellers, we always appreciate getting feedback directly so we can quickly make improvements.”