We are a family of 3, with a young toddler under two years old.

This was our first time to New Zealand.

Snap provided a Mitsubishi ASX with a preexisting faulty motor starter. The vehicle stranded our family at 10:00 am on Friday April 18, 2025, a public holiday. We contacted Snap support team via phone multiple times without success. We tried calling Snap’s emergency line- no luck. We tried calling Snap’s 800 service line- no luck. We tried calling the Auckland Airport Snap desk and was on hold and hung up on. We contacted AA, and after several hours, they came to help at approximately 2:15 pm. AA could not fix the vehicle after trying several troubleshooting attempts. AA told us it was a faulty motor starter and left our family at the gas station and told us to call Snap. They said they could tow us to a garage but that all garages were closed due to the holiday.By this time, our child was crying and hungry. We were soaking wet and miserable.

We pushed the car to a gas We are a family of 3, with a young toddler under two years old. This was our first time to New Zealand

We missed our tour at the Mitai Māori Village. We also missed our evening tour at the Waitomo glow worm caves. We will never get this time back. We also can’t get refunds for either tours. We had to get back to Auckland for a flight and hired an Uber.

Reviewed 8 months ago