GautrainTreated like criminal

L
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Verified customer

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

Responses

  • Ro
    Robin1406 Aug 28, 2018

    I'm so angry and incovienced by certain my card let's me in from midrand to Hatfield as soon as I got to flipped Hatfield it said invalid card Lyk really now I'm late for work just loaded my card last night...i feel like crying have to stand in a air as well as if it's my fault...standing here for get another 10min of my time can it get any worse

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