Prasa / Passenger Rail Agency of South Africa’s earns a 1.0-star rating from 0 reviews and 48 complaints, showing that the majority of commuters are dissatisfied with rail travel experience.
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Very poor bad
The service for PRASA is getting worse and worse- . This is affecting people, People are loosing their jobs, Risk of being smuggled, Raped, Robed and Killed.
Last night on the train to JHB from Pretoria- it gets stuck on the way, No explanation was done, No arrangements were done, Lucky I had extra money to catch a taxi, I sat next to a woman on her late/ early 60s,
Number 1: She was left alone as pple were jumping out, Train stops for more than 3 hours without explanation, without rescued from PRASA... I jumped, I walked from one station to another to catch a taxi, that was after 8pm...
I could not sleep at nite, thinking what happened to that woman, Not only her, also others that had to stay in that train without taxi fare, even jumping out of the train...
No doubt if left alone in that train, there are criminals there, There can be robed, smuggled and Raped... without any one caring... WHERE ARE THE BUSES TO ASSIST IN CASE OF EMERGENCY? ARE WE TAKING TRAINS ON OUR OWN RISK? WHAT IS THIS NEEDED TO BE DONE TO SEE THE ABUSE YOU PUTTING TO OUR PEOPLE?... THATS BAD--OUR BLACK PEOPLE SUFFERING UNDER THE GOVERNMENT OF BLACK PEOPLE, , , TREATED LIKE ANIMALS BECAUSE THEY DONT AFFORD BETTER TRANSPORT...
Trains
What is going on with our Metro Rail Trains? The train service between Johannesburg and Randfontein is pathetic always late, does not announce on stations that they will be late or they will not arrive. When you phone metro rail's office, they just do not answer. We leave early from home to get a train in time otherwise we get laid of at work. Please let your commuter's know what is going on.
Bad service
I am a commuter on your train, we travel from Benoni to Park Station and back every day. We use the Springs Business Express (EBE) as well as the Springs Express. Since the beginning of January 2016 we have had endless problems with the service.
We have been getting late to work and getting home late.
Yesterday the Springs Express 430 and 650 was cancelled just like that what were we supposed to do, then on top of that all stations was to full we could not get on them either, please advise when these problems are going to be sorted.
Will PRASA refund our money we paid for the month of January 2016 because due to the inefficiency of the trains and notices we have had to spend money taking the gautrain/taxi and other transport to get home.
The other problem is that we are no longer safe on the trains we were stuck last week and yesterday and we had other commuters stoning the train, what is we were injured who would pay?
We need you to communicate with us on problems/delays/issues early. Many a time communication is only done at the last minute or when someone complains.
Please tell me how do you run your business. If a train is faulty why let it run then when it breaks down there is a problem we all suffer. This is totally unacceptable service from this company
You have big digital boards at park station to inform commuters of trains and times and problems but these never work
The speakers are in such bad condition that we cannot hear any of the announcements
We get to work late everyday are you going to explain to our bosses that it was because of your incompetence
We have seen construction and upgrades in progress since last year when are these going to be completed? In 2020
The excuses are pathetic: Panel Out, Train is tripping the electricity, train stuck need another one to push it out the way, only one line, wait for signal or no signal, manual authorisation……..
We are at our wits end
Unsafe traveling conditions on the train
To whom it may concern at Metro Rail Western Cape I regret to in form you that although there has been a noticeable increase in law enforcement officials aboard the the trains during transit I was still robbed. I was aboard the 3213 from Cape Town to Strand on the 18th of January 2016. At the Kuilsrivier station around 11 in the morning (the train had already been delayed) a young man climbed aboard and asked me for a cigarette. I replied I had none and he walked away to the other end of the carriage to talk to another man. A minute or two later he came back towards me and tried to grab my cellphone out my bag. I began shouting at him and he apologized asking me for money instead. I refused him. He then asked for my phone again. I refused again. He threatened me with a knife. I was extremely upset and began cry and screaming. He apologized again saying he didn't want to rob me and I should just give him what he asked. Then he asked for my ring, while only worth a few hundred, it had sentimental value. Just as we were pulling in to the next station (Blackheath) he ripped the silver ring from my finger and dashed off the train. To add insult to injury a few stations later every single person had to climb off the train and get on a bus instead because of a problem with the trains. As a young female family and friends have often cautioned me against using trains. I however would like to continue using your service. Please endeavour to make the trains as safe as possible for all your law abiding commuters (of which you have many) so that Cape Town may continue to be a place of positive industry.
Tshwane Business Express
I have started using TBE (Tshwane Business Express) from Tshwane to Johannesburg since the 4th of January 2016. Since then till today TBE has been making us to be late to work and day by day the is a fault. At one point i had to arrive at 11:00 pm at home and they do not do anything to assure our safety. If we loose our jobs they wont do anything about it. It is no like we do not pay we are paying customers and i demand that they company to evaluate their strategy and start putting customers first. We demand full service what they promised us when we purchase their tickets, . There is longer and beverages being served anymore and the wifi is no longer there. We demand full and excellent service. we want to arrive in time at work. They do not have shuttle buses anymore to carry us to the inner JHB CBD
Yesterday I was travelling to Athlone from Fishoek with a train number 05... I got off at Heathfield waited for a train. When train arrived it was on platform 2 so we all immediately ran down the subway in order to get to platform 2. Just when we got there some of us managed to jump in especially young stars while some passengers including me didnt manage as the train just left off while we were running to it and so close to it. Time of this incident was around 9:20. I found the attitude of a Metro rail driver and his assistance very disrespectful. How can he leave passengers who were waiting for the train already knowing rightfully that he was on a different platform and passengers had to run over to the next platform. In fact such action put passengers life at risk when moving the train while passengers are jumping in. They left us standing right next to the train. Metro rail should discipline the staff member responsible for this action as such attitude towards passengers is disgusting, totally unnaceptable and should stop before passengers injure or get the self killed trying to go into a moving driven by ruthless and inconsiderate driver. I took contact details of passengers who were with me when train delibrately left us stranded. I had to contact my work and reschedule a 10 ocklock meeting which I had to attend due to this I'll treatment by Western cape Metro rail. I
Negligence
afternoon my name is Muzi Nyoka i have a house that is situated right next to Hamburg train station on the 29 Sep 2015 a fire broke out from a piece of land in the station as a result of PRASA not maintaining their grounds the fire caught the wendy house that is close to the wall and that proceeded to the car port and the car caught fire as well, the windows in the main house close to where the wendy house was cracked. my problem doesn't end there i went to the train station to try and find out who was the security on guard but to my surprise i was told that there is no security between Georgina and Hamburg train station and what amazes me is that everyday we see security patrolling past our house walking on the railway lines and further more people that works at the train station are refusing to give the numbers for anyone at PRASA so i can lay a complain with them. today its been four weeks in still stay in a house that has broken windows i don't have a car to travel to work and i stand to loose my job because I'm late everyday using public transport. the case was reported to Florida SAP and they came out to assess the damage and they took the pictures and spoke to witnesses that were around. i have not heard anything from SAP since that day now i don't know what to do from here. I've tried to call PRASA and sent them e-mails but no one is saying or doing anything. PRASA needs to come forward and answer to me and my family take responsibility of their negligence and repair damage to my property. if its have given a tender to someone to maintain their property so that particular person or company needs to be held responsible for the damage to my property. Kind regards Goodman Nyoka [protected] nyoka.[protected]@netcare.co.za
Pathetic and life threatening services
To Whom It May Concern:
I am a very frustrated metrorail commuter who is at the end of her tether. I am sick and tired of the Northern lines being cancelled and delayed by an hour sometimes! Is it because we come from farm dominated arrears? Is it because we are not as important as the southern suburbs folk? That line hardly ever has delays or cancellations!
I have been commuting for many a years and have slowly but surely noted the deterioration of the services which is more commonly used than buses and taxi’s. It sickens me to think that we, the commuters concerns, are not seen and taken to heart as change happens but not for the better. It just gets worst and worst.
If you’re not being squashed to near death because of overcrowding, your being issued warnings at work for constantly coming late due to the trains being cancelled and then the next one is delayed due to technical reasons. Peoples lives are put in danger due to your inefficiency, and believe me when I tell you that the bosses just don’t care much for that piece of paper you scribble on.
In fact, it’s so bad that I have begun to ask myself, “who contributes to the economy of this country” Now you might ask yourself, where is this going? Let me tell you where;
1. When the soccer world cup came, did we have any trains cancelled? No!
2. When the soccer world cup came, were there overcrowded trains? No!
3. When the soccer world cup came, were there train delays? No!
4. When the soccer world cup came, did we have dirty trains? No!
5. When the soccer world cup came, did we have to worry about muggings or robbing on the trains? No!
Now the world cup is gone and things are worst than it was before! The people left behind are us, the people who are suffering while the foreigners had all the luxury! Is that fair? We need to explain to irate bosses why we are late. We arrive late for our childrens concerts and parent meetings!
Are the foreigners more important than we are? So what if they brought in foreign currency? Why was it not used constructively? Why do we who feed this economy have to suffer because of your incompetence?
I’ve had it I tell you! I’ll be sending this to all and sundry. I’ll even open up a web page with all the pictures as evidence if you like. Third Degree’s Debra Patter, Hello Peter, Minister of transportation, Minister of public works are only a few of the people who I’ll be sending this to and I’ll continue to due so and post it in all news papers on a daily basis until it is taken seriously!
Now ask yourself again, who feeds this countries economy!
Your service is pathetic to say the least!
1 July 2023,lack of customer care and training witn Prasa security.
They don't ask but demand to search you or your belongings in front of people and even assault you. No regard for the law and blatantly dare you to report them to their supervisor who's nowhere to be found.
I approached the cashier nicely today 7 September 2022 about 09:00 am this morning about why we can't get back our money to take other alternative an she was so rude to me yor don't u guys teach this pple customer service
To build train lines o to of highway N2 the N1 and baddenbowell roads towards muizeberg and Cape town to avoid traffic congestion
The Subway stsy flooding making it inconvenient for commuters to travel. Commuters complaining about the fare being increased but the conditions is atrocious for travelling .
Good morning
This morning I was in the Cape Flats line in the carriage there were people running due to metro rail having conductors on the train requesting train tickets. The female overweight metro rail officer forcefully grabbed one the commuters who never had a ticket and was extremely rude . She them came over to our carriage and request everyone shows there ticket i gladly showed her mine and told her you want to check tickets and trains is late every day and informed her there is no lights on lansdowne station we are currently being robbed her words to be was shouting in my face i will not help you i also get robbed . I find that rude is this the type of workers Metrorial hires disgusting. I will make sure that i get a photo of this metro rail worker and post as i want to expose her rude behavior.
My gardener travels from Kuils River to my place virtually every Saturday. The ticket office guy recognises him. Last week my gardener arrived as usual at the Kuils River station at 06h25, in good time to catch the Belville bound train at 06h33.
The ticket office guy looked at him and ignored him, knowing full well that there was only one train that morning to Belville. At 06h31, he finally served my gardener, took his money, handed over the ticket, retained over R5 change, and disappeared.
As my gardener turned around, he saw the 06h33 train departing from the station. He tried to gain a refund for the ticket, and he was again ignored. He was forced to use a taxi. He lost the price of the ticket and more than R5 cash to the theif at the ticket office in Kuild River station.
Thank you for robbing an innocent law abiding young man of what is to him a lot of money! You are incorrigable!
I just got home from the said place in Ajman. I paid AED200. I wish I have made a search first. But what to search for, no company name. This is for sure then that I won't receive a call nor a job at all! :-( Guys, everyone, I think we should go to Dubai Police and let them come with us to Ajman.
Total Lack Of Service Delivery & Total Disregard Of It's Customers Grieviences.
I live in Daveyton, on the East Rand (Ekurhuleni) & I'm definitely fed up with the way Metrorail treats it's customers or commuters if I may say so.
I normally catch train 8816, from Daveyton to Joburg every morning at 05H50, but for the past three weeks the train that I normally use in the mornings hasn't shown up & to make matters worse no one seems to care about coz when you go to the ticket offices at the station to find out the cause for that, no one seems to know what's happening. Their explanation is that the comes Braamfontein & they don't know anything about what's going on. If you miss the 05H50 train you have wait for the 06H05.
That is not a problem coz the difference is only 15 minutes, that one doesn't take you to Joburg. It takes you to Dunswart, which is six stations away from Daveyton & we have another 17 staions to Joburg. It dumps us there & we have to wait for a train from Springs to Joburg 25 to 50 minutes & sometimes more than that coz at times doesn't show & as usual there's never an explanation.
For some of us it's difficult to take a taxi to Joburg coz I use 3 modes of transport to get to work, which is Joburg. From home I take a taxi to the sattion, from there I catch a train & from Joburg central I take a bus. I feel that this is unfair coz this is definitely a daylight robbery. First of all these people take our hard earned money in advance, before we even get any service & in return they don't even give us the service that they are supposed to provide to us. You don't even get a refund & you are expected to find alternative transport, which by the way you have to fund it from your own pocket. Last week my girlfriend called their customer care number & she spoke to one lady there who arrogantly told her that, "Your complaint is no use, coz it's just you". The next day we requested petition forms from their offices, we two forms which everyone was happy to put their signatures as a sign of action towards their unacceptable service, but now two weeks later nothing has happened. What are my rights in this regard coz I want to take action? Daveyton has been getting a crappy service lately when it comes to trains service.
Morning kindly I would like to complain abaout Prasa Finance section they way they are treating us sevice Providers. We delever what has been orderd and promised to be paid within 30 days only to find that you wait for more than 30 days close to 60 days.
We Small business depended on borrowed Capital to any kind of work with a hope of being paid in 30 days. I dont understand if Organisations like Prasa will pay in 60 days what does that mean.
Im also having a problem with Prasa in Durban, Im still waitting to be paid and the people from Finance are not giving me any Direction. Also if I am requesting contact details for the head office which is responsible for payments they are refusing. Im now blank and I dont know how Im going to pay this Intrest.
Can someone from Prasa help and give us contact details for relavant people.
Regards
Nonyando Trading
Vendor No:-117289
[protected]
Certainly not happy with ticket-checkers/examiners at Claremont station today at 9:30 (03 September 2019). The lady checking the ticket mistreated me even though I had a monthly ticket on my hand. When the train from Cape Town stopped on the other platform, they were not at their exit station. They were warming themselves in the sun. As I and other commuters we were walking down the stairs (Mind you the train is late), about 3 steps from the exit, they started to stand into their position. I already had my ticket out and displaying because there was no time to wait for the to assemble when they saw the train had been standing and embarking.
The lady forceful and roughly pulled me with my bag and blocked the exit. As a result, she tore my bag. On top of of that she grabs be with my clothes. Instead of the other ticket examiner telling her that she is wrong, he takes her side. The lady continued to insult me and I told her she was grown, need to act like one, as she was wrong. I captured the pictures of the bag and the ticket as it a monthly immediately arriving at work.
Never at once I don't buy a ticket even when trains are delaying, have infrastructure problems. Please don't place people who are not trained or don't know how to do their jobs at the designated positions. The lady needs to be fired.
Please acknowledge the customers and the struggles we go through because of the broken system and infrastructure.
Some of them sit in the sun and no do their jobs on-top of the broken train infrastructure they are adding more issues.
I've been using a train since 2015 via Vereeniging-Kliprivier-Germiston route. My train station is at Meyerton and this morning i was pushed to the limit. I normally catch train #0710 and since the beginning of this train is become a curse to the commuters and i have decided to catch earlier trains. I got to the station around 05:00 am with the hope of catching train #0708.
Only to be told that no train has come yet due power failure at a station before Meyerton and both lines are out of order. Usually in a situation like this trains coming from Germiston would therefore do all-change @Meyerton and commuters from Vereeniging would be adviced to move to Meyerton whilst buses are being organized.
All of a sudden the 1st train #0705 does all-change @Kliprivier and turns back to Germiston as train #0712. We wait knowing another train # 0707 is also coming our way we hoping it will U-turn @Meyerton. Same thing happens it turns back @Kliprivier-Germiston as well as 0714 and no one cares to inform us about these new arrangements.
Under the circumstances we should have been informed on time so that we can move to Kliprivier as well. This is a clear violation of my rights as customer holding a monthly ticket.
At this time i decided to phone the Vereeniging office and find out what's going on... The guy picks up a phone and promises to call me back about this situation. Instead he sends me an sms saying this inconvenience is in preparation of tomorrow's strike.
Such arrogance good people...
Can build train on top of baddan Howell road towards muizeberg and on top of N1 to Cape town and top of N2 to Cape town to avoid traffic build up towards towm
Poor service delivery and incompetent staff.
Good Morning
Trust you are well
I would like to lay a complaint about the services of some of your staff.
This morning wanted to pay a weekly so this lady told me that the machine don’t give weekly .
There is no Metrorail people on the Malmesbury train!
We have to stand long in a line for a ticket and because of that some of us arrive late at work.
If that is not bad enough we have to pay R10 for a ticket where we used to pay R8 for a ticket
I used to pay a monthly but now I can’t because there is no metro staff on the train
Yes, there is people that are rude but some of your staff don’t know how to speak to the people
As the saying goes the customer is always right
I trust you will look into the matter and address it with high Importance
Kind Regards
From a Unhappy Customer
metro must start taking their stakeholders serious, i can't be in a 6am train and the person whotakes 7am train gets to joburg before i do. Your trains are affortable yes, but your service is poor always. i've used trains for a year now.
I was on the train this morning and the inspectorsurrounding passed every Xhosa over and checked the tickets of whites, foreigners and coloureds. . When he asked me for my ticket I refused because of the bias displayed... het wanted to throw me off. ..then het walked on when others started calling out
There were not trains today on the Northern line. I take train in Maitland there is totally not communication, we waited for more that an hour, no one is telling us nothing. It would be better if they can even communicate and inform us that there is no train, so that we try and find alternative transports on time. Prasa services in Cape Town is very pathetic. When you ask the Prasa officers they will tell you that they know nothing about train. But if you give them money for the ticket they take it. Is this not fraud?
Train is always late. Some times more than an you're. The train I was suppose to be on was suppose to arrive at 14:56. Its now 16:06. Yet no train. Every day thing.
Overview of Prasa / Passenger Rail Agency of South Africa complaint handling
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Prasa / Passenger Rail Agency of South Africa Contacts
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Prasa / Passenger Rail Agency of South Africa phone numbers+27 127 487 000+27 127 487 000Click up if you have successfully reached Prasa / Passenger Rail Agency of South Africa by calling +27 127 487 000 phone number 2 2 users reported that they have successfully reached Prasa / Passenger Rail Agency of South Africa by calling +27 127 487 000 phone number Click down if you have unsuccessfully reached Prasa / Passenger Rail Agency of South Africa by calling +27 127 487 000 phone number 0 0 users reported that they have UNsuccessfully reached Prasa / Passenger Rail Agency of South Africa by calling +27 127 487 000 phone number
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Prasa / Passenger Rail Agency of South Africa emailsinfo@prasa.com100%Confidence score: 100%Support
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Prasa / Passenger Rail Agency of South Africa addressPrasa House, 1040 Burnett Street, Hatfield, South Africa
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Prasa / Passenger Rail Agency of South Africa social media
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Checked and verified by Stan This contact information is personally checked and verified by the ComplaintsBoard representative. Learn moreJun 30, 2025
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