Frequently Asked Questions
New Zealand’s stunning, rugged terrain means that some of the most spectacular hidden gems are only accessible by road. Because of this, high-quality coach travel is a key part of our journey on some travel days. We include frequent comfort stops during coach travel and can stop in unique places that often rail cannot. We have incorporated as much rail as possible within your itinerary, however, please note as New Zealand does not have sleeper trains, all overnight stays are in comfortable hotel accommodation.
For your enjoyment and safety during the tour, you will need to be able to climb and descend two flights of stairs, walk unassisted comfortably for 500 metres over uneven surfaces, manage your own bags at times and be able to look after yourself unassisted for an extended period, if required. Some hotels on the tour do not have walk-in showers (there are showers over baths). Please advise us in advance if you need a walk-in shower. Hotel walk-in showers are limited, so not all requests can be fulfilled. If bringing a walker or a fully collapsible zimmer frame, you would need to travel with an able-bodied companion to assist you during the tour as needed.
Our coaches feature onboard Wi-Fi, air conditioning, bathroom facilities, and a selection of USB charging ports for guest use while travelling. Many of the scenic trains included throughout the tour also offer Wi-Fi, onboard commentary, café cart facilities, power outlets, and either onboard bathrooms or restroom facilities available at stations. Please note that facilities may vary depending on the train service and route. For commentary on services such as the TranzAlpine and Coastal Pacific, guests will need their own headphones to listen to the onboard commentary app. Pre-tour information will be provided with instructions on how to download and access the app before travel.
Wherever possible, we aim to stay two nights in each location to reduce packing and unpacking and allow more time to explore. Some days include early starts to align with rail departures and sightseeing schedules, however there is also flexibility throughout the tour to enjoy free time or opt out of selected excursions if you prefer a slower pace.
Wi-Fi is available on our coaches and at all hotels throughout the tour, with many rail journeys also offering onboard Wi-Fi. Please note that due to New Zealand’s rugged and remote landscapes, mobile reception and internet connectivity can occasionally be patchy in some regions.
Seating on the coach is not pre-allocated. A seat rotation system is managed by your Tour Guide to give guests the opportunity to enjoy different views and seating positions throughout the journey. Train seating arrangements vary depending on the rail service and operator. Some train journeys feature allocated an allocated seating or carriage while others may offer more flexibility on the day. Your Tour Guide will provide clear instructions prior to each rail journey. A note on travel sickness: If you are prone to travel sickness, please ensure you carry appropriate medication with you for both coach and Train journeys.
Your tour includes professional Tour Guides to support you throughout your journey, providing live commentary and local insights along the way. Also included are quality accommodation, high-quality coach and train travel, all breakfasts and a selection of additional meals, along with a range of included sightseeing and excursions throughout your tour. You’ll travel in comfort aboard our high-quality coaches with onboard Wi-Fi and experience some of New Zealand’s truly exceptional rail journeys. A full breakdown of your specific inclusions and exclusions can be provided by our Customer Care Team upon request, depending on the tour and package you have booked.
New Zealand offers a variety of cuisine styles and dining experiences throughout the tour. Most meals are included in your package. You will receive a detailed itinerary clearly outlining which meals are included and which are at your own expense. On days where lunch or dinner is not included, your Tour Guide will be happy to assist with recommendations and help you make your own reservations if required. There will also be opportunities to visit local supermarkets for any additional supplies or snacks you may need during the journey.
- Arrival & Departure Flights: Your guided experience begins once you arrive at your destination. Flights to and from the tour start/end points are not included. - Optional Extra Excursions: will be available to book prior to your tour departure. If you wish to add an excursion once you are already on tour, please speak with your Tour Guide. While we may not always be able to accommodate last-minute requests due to availability, we will always do our best to assist where possible. - Personal Expenses: Visas, travel insurance, taxi fares, and personal spending money for non-included meals or items.
Yes, you can book extra hotel nights through our customer care team or through your travel agent. All hotels are subject to availability.
The payment terms for the Sir Edmund Hillary Explorer Rail & Coach Tour is a 20% deposit to secure a booking; 40% due six-months prior to the tour departure; the balance is due the month before the tour departure.
Bank Accounts: You have the option to pay by bank transfer into an AU$, US$ and a NZ$ currency account. To request an invoice to pay into one of these bank accounts, please contact info@pounamutourismgroup.com If you require Pounamu Tourism Group’s physical address: Level 3, 111 Cashel Street, Christchurch, 8011, NZ. BNZ bank’s details: Bank of New Zealand, 80 Queen Street, Auckland, New Zealand.
Yes, we accept payments by Wise or Paypal. Please contact the Customer Service on info@pounamutourismgroup.com to request more details or to request a payment link to be sent.
If cancellation is made more than 6-months prior to the tour departure, a full refund will apply, no cancellation fee; 60 days or more prior to departure, 20% of the tour package price will apply; If cancellation is made between 30 and 59 days prior to departure, 50% of the tour package price; If the cancellation is made less than 30 days prior to departure, 100% of the tour package price will apply. In the event that Pounamu Tourism Group cancels a tour, 100% refund will apply.
Absolutely. Many guests travel with us solo and our tours are designed to be welcoming and social without being overwhelming. Throughout the journey, there will be plenty of opportunities to meet and connect with other guests, including fellow solo travellers, during rail journeys, sightseeing, included meals, and free time. Our Tour Guides are there to support all guests throughout the tour and will help ensure solo travellers feel comfortable and included as part of the group. Please note that a single supplement applies for guests requesting their own private room. Availability of solo rooms may be limited on some departures.
Kindly try to limit your luggage to one case per person plus a shoulder style bag/backpack to be carried for personal items - including lunches, warm/waterproof clothing, medications and camera. The coach will transfer your main luggage from hotel to hotel, so you will not have access to your main luggage on a transit day. Please note the hotels we use often have porter services, but not all of them. You should be prepared to manage your own luggage within the hotel at times.
Please remember that the weather in the New Zealand can be unpredictable and you might experience four seasons in one day, so please bring a waterproof jacket and layers of warm clothing, together with sensible walking shoes. We also recommend packing sunscreen, hand sanitiser and insect repellent.
All hotels have washing and drying facilities. Most of these facilities are coin or token operated, which you can get from the hotel reception. You will receive a hotel facilities document prior to your departure to view this information specific to your tour.
You are never required to participate in an excursion unless it is part of the day’s travel (for example, a scenic rail journey transporting the group to the next destination). If you would prefer a quiet morning at the hotel or time to explore independently instead of joining a group activity, simply let your Tour Guide know on the day.
You will be able to book these before the tour. A Personal Details Form will be sent to you prior to departure to complete and this is where any optional extra excursions can be requested. Please note that some excursions have limited spaces available. If you have any questions regarding the optional excursions, our Customer Care team will be happy to assist.
New Zealand weather can be unpredictable. If an excursion is cancelled due to weather or safety conditions, we will attempt to provide an alternative experience or reschedule where possible. Full refunds will be provided for any prepaid Optional Extra Excursions that are unable to operate. This will be issued promptly by our customer care team rather than the Tour Guides.
Terms & conditions can be viewed here.
We strongly recommend that all passengers take out comprehensive travel insurance and review their health insurance coverage prior to travel.
Medical centres, hospitals, pharmacies, and emergency contact services have been identified throughout the tour route and at overnight locations where possible. However, some remote areas of New Zealand have limited medical facilities. Our Tour Guides and Coach Drivers are trained in basic first aid. Each coach also carries a first aid kit and defibrillator onboard. Please ensure you travel with an adequate supply of all prescription medications, along with any essential over-the-counter items you may require during the journey. Please note that pharmacies in New Zealand are only able to process a prescription that has been issued by a NZ Doctor. If you require regular medication you should register with a GP in New Zealand and consult with them as soon as possible as some medications may not be available in New Zealand and you may need to be prescribed an alternative. It is recommended that you keep your passport and travel insurance information accessible during the tour in case medical assistance is required.
Yes - please complete the pre-trip documentation to let us know about any special dietary requirements. The tour leader will be available throughout the tour to discuss your needs, and to ensure that these are met.
A hygiene kit, including a limited supply of masks and hand sanitiser, is carried onboard each coach; however, we strongly encourage guests to bring their own personal supplies, including N95-grade face masks and Rapid Antigen Tests (RATs). Coach surfaces are cleaned daily throughout the tour. As guests are travelling in close quarters, we strongly recommend that you keep all relevant vaccinations up to date and wear a mask in enclosed, crowded, or confined spaces, particularly if you have underlying health concerns. For the safety and comfort of all guests, Tour Guides may request that passengers displaying symptoms of illness wear a face mask while travelling.
