Gautrain
Reviews and Complaints

I have complained several times about the bus and train drivers not putting on the airconditioner on in both buss's and trains.
It is horrible to arrive at your destination drentched in your own sweat, then having to see customers smelling like you been working in the mines,
Please can the drivers of the buss's and trains please for heavens sake put the blady aircons on.

This happens every day when I catch the train from sandton to hatefield and back from hatefield to sandton,
I catch the bus at 6am, and yes at 6am the sun is already cooking so please can the bus drivers be considerate and put the aircon on in the morning and evening, yes its still hot at 6pm in the evening people, this is Africa not Antartica.
We pay so much money to use the train services, all we want is a cool place to sit while traveling, I am tired of paying to sit in HELL while traveling to work and back, its really not on guys.

Why would you move stop 5 on the gallo manor route? It is now at a spot where there are no businesses. It doesnt make sense. Stop 4 and 6 are located at companies. Except for the fact that it is in the middle of nowhere, it is not safe. I have a disability. I asked the driver this morning to stop at the old spot where 5 used to be. He refused. I was trying to explain about my disability, but he ended up fighting with me. So rude. He refused to give me his name, so I took a picture of him and the bus. I cannot walk all the way uphill to where the stop used to be. It takes me 3x longer than the average person. Totally unacceptable.

Please move stop 5 back to where it used to be. Everybody that uses this stop, works right across the street from where it was.

the shuttle service that was contracted to Linbro Station used at public transport for Alexandra residence. please do something we that use the gautrain has no transport due to this problem...please take this contract away from who has it now and give to people who can transport the train users ..we start our jouney early in the morning to get to Linbro Station and there is no available seats on the shuttle so as in the afternoon from work, the people from Alexandra Is not using the normal taxis but the Gautrain shuttle. I don't think the people in control of the shuttle who has the contract care about the train users as they told me its public and not for Gautrain users, although the shuttle has the stickers on to say GAUTRAIN... you going to loose those gautrain travellers as it has become a HUGE problem.

Today I was mortified, I took a parking ticket in the morning then I loaded my card with parking money and upon my return ticket wasn't working so I was referred to the cashier who told me there's nothing they can do, I requested for the manager and a supervisor was summoned but she basically came to make my day hell and embarrass me in front of the other passengers, she said to me to find my way there's nothing no one can do I should pay cash and just leave or I will sleep there, I insisted I'm not accepting this service and she told me the ticket not working is my fault since it's in my had and since I'm saying I don't have cash I should stand aside so they help other clients, I stood there and she threatened to call security for me to be removed and I asked for someone higher to authorize she told me they went home, she called the security manager who advised me that he has called the manager to assist and in the end they brought me a new ticket which they told it's another client who was willing to pay cash which I don't believe and Herman was put on the line with me and I laid my complaint to, so basically she told me I was the only one with the problem so I should sort myself out their system can't be overriden and I refuse to believe such nonsense and if it is then Gautrain needs to fix their system, anyway two more people came struggling with the so called system issues and she gave them hell wasted 40 minutes of our time and I was late to pick up child from after care where I will be penalized R150 and my child was at school till 6pm so am furios at this because the other clients were saying thus is the kind of service they get at that station, Midrand. Seipati Dekgabane doesn't have an once of customer service and supervisory mandate which she is abusing she be stripped off of her.i need reimbursement of my child's fee and an apology for 40 mins wasted and the abuse I suffered in front of the public.

Clueless Supervisor named AZWI TSATSI
Today I was completely disrespected by a woman named AZWI TSATSI at the Pretoria Gautrain Station. The Gautrain machine took money from my bank account but didn't issue the card I was buying or the money I was putting on that card I was buying. I asked for help from the assistants and they referred to AZWI TSATSI because she's apparently a supervisor.

She initially asked me to cancel the transaction on the Gautrain website and later said I can't do that because I don't have a card. This indicates that she doesn't know how to do her job, even though she's a supervisor.

She then said she needs proof that I paid. I tried to show her an SMS that money was taken from my account. She then said that's not proof enough. She needs a statement from my bank account that I paid.

I then tried to open my bank account on my phone using a phone app to show her that money was taken from my account. She then just left me there and decided to go where people pay thier cards to go help them.

I was very shocked by her behavior. I went to the line so that I could get her attention. When it was my turn I asked her why is she making me an idiot telling me that I must show her my bank statement when she knew that she would leave me there like an idiot alone. She then said I must go to the bank to go get a bank statement because the statement in my phone is not good enough.

I asked her if she's aware that I have to get to work and she's already wasted 30 minutes of my time. And she's trying to waste more of my time by saying that I must go to the bank. She then starting shouting at me. I ended up having to pay pay more money because I couldn't afford to waste more of my time since I was already one late.

It is absolutely shocking that this person is a supervisor. I don't know how she got that supervision position. She has no idea what supervision means, and has no customer service non whatsoever

This morning, 27 November 2018, at Park Station I was stopped from drinking water from a transparent water bottle which could definitely not be mistaken for drinking coffee, cold drink or soup. It is ridiculous that you do not allow your customers to drink water. I want to know why? One of your security guards, Kabelo Khumalo showed me a notice on the wall which has nothing to do with drinking water. This is a ridiculous rule by Gautrain.

A while back, I was travelling from Pretoria to Sandton, the cables between Centurion & Pretoria were stolen; so there were ridiculous delays. I was extremely hungry as I have had meetings that morning, so I bought a meal at McDonald next to Pretoria station and put it in my bag. We waited too long for the next train, I took out my food and ate. The security approached me to stop me from eating. It is so unfair that Gautrain can delay us as customers by over an hour and we cannot inconvenience them by eating when we have been waiting that long. Stop treating your customers in an inhumane way, listen to the reasons why a person is doing what they are doing and stop being ridiculous with double standards.

I would like to know why Gautrain Security do not stop people from sitting on the stairs? This is a hazard as place their bags next to them and people using the stairs must walk around them with the risk of falling over their bags. They refuse to move and ask "where must I sit?!" If Security can stop a person taking a drink of water on the platform, why is this hazard allowed? Yesterday 21 Aug had delays and the platform was chaotic, but these people refused to get up from sitting on the stairs and it was an absolute mess. Gautrain, this is such a wonderful world-class service, please, please, please can we preserve it, before it becomes a waste due to lack of respect and consideration. Enforce valid rules, rather than watch who is taking a sip of water on the platform!
Secondly, is there any chance of increasing the presence of security around the area, there have been numerous crimes committed, people being held up at gunpoint and there was even a woman whose wig was stolen off her head! I personally was almost robbed in my car leaving the station.
Please can this complaint be considered?

On Saturday (21 Feb 2015) afternoon I took 2 toddlers (4 and 5 years of age) for a joyride from Midrand to Hatfield. I thought that toddlers do not pay for this service as I have seen people using the Gautrain without paying for the kids. When my cousin and I went in with the 2 toddlers, none of the security guards bothered to tell us that we needed pay for these kids, so we thought they were indeed free.

We headed back to Midrand and only then did they stop us telling us we had to pay for the kids. I explained that Iwe did not know we had to pay and had no funds for them. Anne Adonis and Seipati Digabane told us we had to give them R200 which we also did not have, or go back to Hatfield. Upon my refusal as it was very late and unsafe to do so with kids of such a tender age, they held us captive for 2 hours, and Anne Adonis consequently insulted me, calling me a "demon" because I was upset. It is only when I called the police, and at the polices' arrival that they gave us a penalty payment form and told us that we needed to pay R350 within 30 days.

Why was I insulted?
Why were we held captive?
Why were we not told before as the security guards saw us?

RUBBISH!

I will never again travel on the Gautrain. Me and my family were treated like criminals and this was all a result of poor communication skills by Gautrain staff. We decided to take the train from Rhodesfield to Sandton and have a nice lunch. All went well on our tip to Sandton but on our way back everything went WRONG. As we were standing on the platform to depart back home we were asked where we are going and we informed the attendant that we are on our way back to Rhodesfield, the attendant then told us to take the last to carts and take a “ joyride “ to the airport and just change carts at the airport and go back to Rhodesfield, so this is what we did, the train attendant than asked us if we are going to the airport and in return we said yes. We eventually decided to get off at Rhodesfield, but to our surprise the doors did not open after we tried to manually open the doors. We than got to the airport and got off the train and moved to a different cart as we were told on the first place. On our way back to Rhodesfield, the doors would still not open and we tried to get off at Rhodesfield and Malboro, but still we were stuck on the train even the emergency doors between the carts was locked. When we got back to Sandton we were approached by 4 or 5 security guards and in a VERY rude tone of voice we were told:” You people must go to the office NOW” when we got off the train about 10 guards waited for us to escort us like criminals to the office. The gautrain staff was rude to all 4 of us and kept on shouting PENILTY, PENILTY. We proceeded up the escalator and still we were shouted at and eventually we were split up 2 up the escalator and 2 of us in a lift. We were told that we now have to pay a fine for Misusing the system, my husband then said fine we will pay, he then went to recharge our card, but the RUDE guard grabbed our tickets out of his hand and said NO NO PENILTY PENILTY. We followed then to the office and still with about 20 guards. We go to the office and still all the guards kept on shouting at us but 90% of them had no idea what happened, we than explained to the lady at the Sandton office what happened, but they did not want to listen to us and told us we must pay a fine of R700 per person or if we pay now we only have to pay R350 per person, after another heated discussion and being stuck at the Sandton station for over 2 hours we decided to just pay the R350 PER PERSON and go home, BUT there was no ATM or Card machine available so my poor nephew had to be escorted by a guard to Mandela Square to draw money. Upon his return he wanted to pay the fine and insisted on a receipt of payment, but surprise surprise we were told that they do not supply receipt, we argued for another hour to get proof of payment, because WHY THE HELL can you take money from a customers without proof. After arguing back and forth again a receipt book made a magical appearance. We eventually paid R1400 for a mistake made by Gautrain staff and eventually got home