Prasa / Passenger Rail Agency of South Africa
Reviews and Complaints

I travel on the Monte Vista line in Cape Town. There is a train no. 2580 which is an express train and only for MetroPlus ticket holders. This morning there were no trains on our line from at least 6.20 until 7.20. Then this one comes along. With a station full of commuters, now late for work, are we expected to let this one pass and wait until the next one eventually decides to arrive? Worried that people are already late, and with no indication of the ETA of the next train, commuters take this train. After standing along the line for about 30 min, we eventually get to Cape Town station, only to find the barriers up and ticket inspectors checking that everyone has a MetroPlus ticket. Firstly, how can Metrorail in this day and age, with their total incompetence in running according to a schedule, still accommodate having a whole train dedicated to MetroPlus passengers only. This is unacceptable. Secondly, if the trains are late, why still inspect the class of ticket. I understand if one does not have a ticket, then yes, go ahead and penalise those who dont have valid tickets. Thirdly, its an Express, to pass the busiest of stations ie Ysterplaat and Esplande. People are risking their lives jumping off between carriages at Esplanade. This morning we watched in horror as a commutor who was already late, jump off when the train just briefly came to a stop and then started again. People's jobs are on the line, their lives are at risk and what does MetroRail do? No apologies, no compensation. And here is Cyril, encouraging commutors to use public transport. What a joke!

I am a metrorail/prasa commuter living in orange farm south of joburg.I have bought a monthly ticket every month since I started school in Vereeniging 2017 but 70% of the time I'm late for my classes, We are transported in the most filtheist trains, which don't even have windows, In winter we have to use tape to close window for us not to get cold in summer its the same thing when it rains because if we don't we end up Wet.Please let there be change in your service dilivery

I was in train 2531 around 15:00 on 1 October 2019. The train was going from Cape Town to Kraaifontein I and wanted to get off at stikland station. the door didn't open so we ran to the other door which opened.i went out but the train started moving my other son was still inside.i tried to push him back inwards but he was holding my hand.people screamed but the train kept moving.the driver was standing watching by the window infont.i couldn't get back inside I was with a baby on me.i managed to pull my son out and fell on the platform and only then the train stopped. A security guard (female - I couldn't get the name but can positively identify her) was asked to help me get medical assistnace as well as call an ambulance for me. However, the guard instead started shouting at me and was extremely xenophobic. She shouted that I came to South Africa only to give birth how can I have so many children when I can't protect them. I had to leave the station injured, shamed, traumatized and crying. I need a formal apology from PRASA and I demand that action be done against the security guard. I'm available to provide additional information.

Dear Sir / Madam

I am a commuter who relies on PRASA to bet to and from work. It has been on and off at first that we get to work late, with little or no communication from the service provider to the passengers. In the last two weeks we have heard via the grapevine that electrical cables had been stolen and it affects the travel time as changes has to be done manually. Can it really take two weeks to replace cables. We are paying for a service that does not allow us to be at work on time which causes problems with our employers as it becomes more regular. No security or Prasa officials are visible on the train in the last two weeks, thus not allowing passengers to inquire on the matter.

I, like many others pay for a first class ticket, but the service is not up to standard. The coaches are not being maintained, one can barely see through the windows to check at what station you are without having to open the window, which poses the risk of being thrown with stones between stations.

Your attention to this matter will be highly appreciated.

Regards

Ms ER Vermaak

Johannesburg parkstation has so many entrances only two are working, why must we run to the other entrance? The train is at platform 6 instead of me going around to the far entrance when I get to platform 6 the train is gone. Please do something this is not on seriously. Daveyton is going now from Johannesburg to Daveyton thank you.

0360, 0315 is being early since their stated renovations at Germiston, we were told its from the 02-22 September we still facing the same challenge now the train are running beyond schedule. Why are we not told about the time changes? Yet the is so many stop and check for tickets, when computers retaliate is a problem. Do us rite Prasa we really tired or change management finish.

Naledi trains are also rubbish, we sick of the rubbish service and un professional staff they dont have way of speaking talk about customer care (bato pele) they need training.

I take a train to Boksburg Oos 0317 daily, however train either comes late, broken, all change. I get to park station at 06:25/06:30. 0317 is suppose to be there at 06:45 to depart at 07:00. out of 100% it there 30%. We have to wait for a train that is still at Springs. We go ask for a train they will explain nonsense.

We buy tickets on monthly basic why must we suffer while we have tickets. Is it logic to wait for at train for 3 hours? I'm really not happy about the service we get.

Prasa staff is not processional.

My number [protected]

I am absolutely fed up with Metrorail/Prasa .
Everyday i travel from Eersteriver Station to Cape Town Station, 2 or 3 hours before my shifts in the hopes of making it on time .
Every month as a commuter i purchase my monthly ticket that costs me R190.00, yet most of the time i have to spend extra money on alternative transport as the train services provided by metrorail/prasa always has either delays, cable theft or doesn't show up at all !
Now to make matters worse, not only am i not receiving
my commission at work ( as it requires me to not be late more than 2 instances a month ), i have been given 3 warnings and i am literally on the verge of losing my job, but does Metrorail/Prase care ? Not at all !
I have decided that the moment i lose my job i will be taking this matter further if it is the last thing i do !
This company has disgusting services, makes our lives a living hell every day, results in us having to lose money at our employment and has left thousands of us getting fired or on the verge of losing our jobs as if South Africa has tons of jobs awaiting us .

I am not even sure if this complaint will get me anywhere but i have had enough .
i refuse to pay for a ticket from this point on wards as i am losing thousands because of this company that clearly knows nothing about taking care of their customers or appreciating our loyalty .

Ps. If i could use other means of transport i would but i simply cannot afford it .

Regards,

Micheala Abrahams
Fed Up Commuter.

Good day
I was on the 3204 train this morning. I am a disabled lady walking with a walker and one of the Prasa security guards wanted to throw me out of the moving train cause I took too long to produce my train ticket.
He was swearing at me calling me names saying "You people like to take chances" They don't check the other people tickets and there are so many people that don't have valid ticket.
My ticket #15044 operator :[protected]...

This is a valid ticket and I just want to let Prasa know that I am going to make a case against Prasa as its one of your employees who spoke to me like I am not even a human being and I have a physical disability. I am going to the Human Rights Commissioner as well. As for too long people with Disabilities have been discriminated against.
The fact that he wanted to throw me out of a moving train was the worst.
Regards.
Kashiefa

Sent from my Huawei Mobile
Hi
I am also going to be newspaper with this as Prasa has been giving very bad service for way too long and no one is doing anything about it.
This kind of behavior is not acceptable as we are way too long in democracy and I personally think that it was a racial attack as well as I am a colored woman and he was a black man who thinks he has the right and power to man handled a disabled woman.
Regards

This was suppose to be a first experience vacation on your train with my family . But it ended up being the a nightmare, disaster, utter disappointment that I do not wish on any one wishing to travel on your ridiculous mode of transport. I have never encounter such bad service ...that is with the speed, time mostly not arriving at my designation . Due to bad, unproffessional, disgusting communication. The staff didn't have the descency to explain to the passengers that there are technical problems with the train & how much of a delay we would b facing. As of right now I'm am filled with anger. We had to get of @ another train station that far from where we were supposed to get off. Worse of all no fair to get us to our destination. I'm am livid about your services ..I require a refund ASAP because I didn't get the service I expected.

Hi There

I have submitted a tender to PRASA 3 months back and I had written emails and phone calls trying to seek understanding of what happened with that Bid and there's currently no one to answer.

My latest email was to the email address [protected]@prasa.com and there has been no answer at all. The lady that was a responsible person for the bid ignored my emails as I have sent her series of emails.

Accountability is one of our main challenges in South Africa and we have people that are put to power to assist local businesses and those people choose to act like they own PRASA this is so wrong.

I just wish that people can start to do what they are employed to do not this nonsense that they are doing and not accountable for their works.

I'm left with no words.

Prasa Lords, staff acting like they police, and intermidating paying customers when all they not doing their jobs properly

They cause ur daily stress, and allow random individuals on the platforms, including those who dont pay, steal, yet theres a police station on cape town station

People jump off platforms cause they wanna get to a train that just pulled in, risking their lives cause they need to get home, where are you Prasa Lords then

Yet u feel u need to tell people to stop smoking, when u cause their stress, i see plenty of police officers smoking on ur platforms, train drivers smoking but u feel the need to intimidate a paying customer whose not the only 1 smoking on ur platforms threatening them with charging them at a police station when those individuals smoke on ur platforms, not to mention those that smoke on ur trains standing at the door

Where the [censored] are you then Mr Prasa

Your service levels are so bad, you cant get anything right, priorities so screwed up, you cry wolf, when u know u failing in everyway, surprised when trains burn, yet people wander around ur train platform without tickets, freedom to move in and out why u surprised when the real criminals can do as they please, u have no safety, or Regard for human life.

Prasa Lords I bow my head in shame, how is any1 to take u serious

Horrific!

Good day. I have been working in Kempton Park and residing in Malvern, Tooronga Station for the past 6 years. This year service has gone down the drain from metro rail or prasa. I start work at 9am and I used to catch 625 which was at Tooronga 7:20 am and I would be early. These days, I have to catch a train before 6:30am otherwise I get to work at 10am. I will wait close to 2 hours, not even a train to Springs that I can use to get to germiston at least. In the meantime 0509, 619 and 627 which are all express trains. If you are struggling why not just cancel these express trains, because we all are buying monthly tickets. I have 2 written warnings now because of late coming. Someone must look into the train scheduling system and come up with something that works for everyone. The safety from robberies at night is a story for another day.

On Friday, the 21 of September 2018, at around 5pm, I just entered the Durban Central Train Station, I was outside when the guards just started firing rubber bullets at anyone, I was struck by a rubber bullet on my left shoulder and I had to seek medical assistance on my own. The guards as well as police officers refused to assist me. I had to call for an ambulance which took 2 hours to respond eventually I had to go to hospital all by myself. It is a bad experience for me and I will never use Prada services again. Thank you.

We having serious problem of ticket examers and securities, on weekend they close the offices were they sell tickets so that they can make their pocket money please help us with eastrand trains this prasa and royal securities they mugging us we tired of their creep please help us we need help guys asap. The leader of that mugging they call him Bra'joe the pedi guy with golds tooth from Germiston station please guys we crying

I would like to report an incident which occurred this morning, 30 May 2018 at the Metrorail Port Elizabeth station. Upon me paying for my ticket on the train the lady did not have change and issued me with a voucher to receive my change at the abovementioned station. I did not have a problem with this and agreed. when I got to the cashier station, the lady on duty was asleep and I had to call one of the other workers who checks the tickets upon arrival. I explained to them that I need a voucher pay out but they had a complete and utter disregard for me and told me very rudely that I have to wait for the next train to come( 40min) time. I kindly told them that I could not wait that long as I was going to be late for work whereafter they rudely replied and I quote " it is not our problem, why didn't you have change when you boarded the train". I was appauled by their behaiour and total disregard for clientele. My husband and I make use of this facility on a daily basis and this is how I got treated. I am a professional young lady and as a registered nurse have learned to always treat people with dignity and respect. Not just in my line of work but on an everyday basis.

Good Day
My name is Jeanette Moeketsi I have I complain Kempton park station is not taken care off which is really unsafe especially for us women the lights in the bridge that leads to the station are not working its dark in tunnel especially at night and can prasa please assist assist by placing more bins and painting walls to make the place feel more safe and clean.

I travel by train from Goodwood to Stellenbosch every day. I work at Distell Bergkelder site.
There is a bridge at the end of the platform that leads to the gate at the Bergkelder premises. There has been a longstanding agreement between Bergkelder and Metrorail/Spoornet that allows Bergkelder employees to walk off the end of the platform to cross the lines to the gate, The alternative is a 2 km walk around.
Every day I use the shortcut and on a few occasions I have been asked for my ticket, which I then produced.
Today I was stopped by 2 gents in Prasa uniforms refusing to let me pass to the crossover. I showed my ticket, but was told that "they were not ticket checkers". I explained nicely that I work at Bergkelder and even showed them office which is visible from the platform. They still refused to let me pass. While this conversation was taking place, people were crossing the lines back and forth behind them. When I pointed that out to them, they said that it was none of their concern.
I then went in search of the person in charge of the station and was pointed to a very nice lady by the name of Griffen. I explained the problem and she told me to tell the guys that she gave me permission to pass.
I went back and told the guys what she said. Their response was that she must come to them and tell them herself. I then asked their names, which they refused to give.
At this point another Bergkelder employee arrived and quietly told me in Afrikaans to follow him. The two so-called security guys could not understand Afrikaans.
My colleague then lead me out of the station to a break in the fence where we then crossed the lines in full view of the 2 guards.
These guys were firstly racist and secondly had no insight in what they were supposed to do. Also were they very unprofessional. They were at east obliged to give me their names when I requested it.
I am a professional nurse and we always have to wear our name badges. Do they not have to do the same?

I have a cleaner for metro rail for almost 15 years and every time there is a contract he or she under pays us . These people who are given these contracts there even don`t check for what we are doing, is like getting money for free .
Please try to help us so that we can also help our daily living . Transport wise there don`t help us, we are cleaning these trains and we even don`t have a staff price with what we earn .

On 12July 2017 Morning at 11:44 I went to the Kempton park train station to purchase a ticket so that I can navigate to Johannesburg, while purchasing the ticket someone tapped asked me if I can help with shortchange so that they can also buy a train ticket. So I had already purchased my ticket and when I was about to purchase the second ticket the ticket sales man (white) looked at me with an intimidating look and used an aggressive tone to ask me why I did not buy 2 tickets the first time hand. I responded by saying that I did not know somebody would ask me to help them buy a ticket, that is not how he is supposed to talk to customers. He then got all defensive and called me stupid I told him not to say that then he said the most inhumane, repulsive, abusive thing one human can tell another, he called me a "BABOON". He said it in my face, looking into my eyes with arrogance and despise after I reported the matter he still did not show remorse or apologize instead he was disputing what he said, luckily there were "WITNESSES" .

On the 05 June 2017 at around 7:00 in the morning my kids one 8 years and the other 13 years were traveling to school with their father in one of your trains.

As they were changing trains in bosman station my 13 year old's hand was trapped by the train door and it dragged her along the platform. screaming for help she caught the father's eye, so he ran to try and force open the doors to free her, every one tried in vain to free her from the moving train.

When the driver finally caught on, he stopped the train and she was freed. what is heartbreaking is that she had to wait for an ambulance to take her to hospital for more than 4 hours. The management refused to give us an incident report and we were told that it will be given to us.

Prasa please give us an explanation! My daughters are traumatised and could not even write exams due to this

Regards

Paulina