From the news desk

Metrorail dealing with customer service problems

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Metrorail has urged commuters harbouring grievances over customer services to provide to detail their complaints, following criticism of employee disrespect towards customers. The most recent complaint centred on security staff conducting ticket checks for the Metro Plus coaches in front of the doors as opposed to on the train itself, effectively blocking entry and causing several commuters to miss the train. In addition, the complaint also accused employees of using ‘highly disrespectful’ language towards passengers.

Seeking to address customer concerns, Metrorail spokesperson Riana Scott said Metrorail understood the frustration of commuters, but noted that like any other company, it did have some staff that on their day didn’t deliver up to the standard expected and warranted. There would however be real ramifications for such non-performing staff.

At the same time she urged complainants to provide as much information as possible, including better descriptions of the individual/s in question, the nature of the complaint, the time the incident occurred, and any other relevant information that could aid an investigation.

“We like any company are bound by the labour laws and we’ve got a disciplinary process. If we have to act on that particular email, that means we would have to call in all of the staff that serves that line and ask them to confess and admit their substandard service. No one is going to stand up and say it was me,” she explained.

“The more information we have to be able to act upon, the more we can comply with our own disciplinary policy.”

Complaints also continue to flood in over train delays, which often hamper passengers’ ability to get to work on time. With Metrorail still using infrastructure deemed ‘well past its sell by date’; Scott said it was always likely there would be some form of delay.

“That is the nature of the beast. Anyone who expects modernisation to wave a wand and become a reality overnight, that is not going to happen. We are stuck with operating old and obsolete infrastructure to the best of our ability,” she noted.

Whilst this may take its toll on job security for commuter constantly arriving late to work, Metrorail has made facilities available to assist in this regard. The have released an app via the websitehttp://gometroapp.com, which will send an email to the passengers employer to inform of any train delays. Letters are also available at most train stations which people may ask for to confirm delays. VOC (Mubeen Banderker)


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19 comments

  1. Good day
    Today i felt like a criminal thy way i was treated at Retreat stasion.
    I had to pay a R40 fine when i got there as my ticket was to get off at plumstead station…the reason i did not get off there was that i was finished much earlier in OBS and i could get home early and rest as iv got a disability and its not easy getting on and off at the stasions as you dont take us into consideration… I went past plumstead with the intension of paying that extra at retreat stasion…i was open and honest and explaind that iv done it many times in the past and was allowed to do so or else it meant getting off at plumstead going down all the stairs buy a ticket to retreat then go all the way down and up stairs..i really cant do that…thy made me feel terrible.
    And to make it worse i had to phn a friend and borrow the money im a single mom iv got no job and iv got a disability.
    There are people looking for work like i am you can really have people selling tickets on both sides of stasion and start thinking of us that need to use the trains as its our cheapest option.
    Teresa kemp

  2. Can some please tell me why is the 16.35 train to eersteriver cancel almost every day.it is very frustrating because I must take a train to bellville and wait for another train.I dont believe the story of ….train has been cancel for technical reasons.I pay every month for a monthly ticket but the service I receive as a customer is very poor.please prasa do me I favor and take your customers in concederation,and dont just think of the money you making….keep your customers happy please

  3. Hi I would like to have a contact for anyone who’s managing Durban Station area regarding their staff which is very rude and not care abt anyone I wanna talk to them.

  4. People r loosing their jobs bcs of ur kak service trains r late all the time fuck this shit

  5. Im in Disciplinary hearing bcs of ur service even if i ask for a letter to confirm trains were late i was told the train was on time how is that possible poor service dont even think of other peoples jobs

  6. Northern line and southern lines are really pathetic. I have to travel from eikenfontein change at salt river to retreat and find that i get late everyday to my destination. We really struggle to get a place on the train from eikenfontein to cape town, and I really have a lower back problem and do get hurt every morning fighting my way on and off the train. Please do consider to see that all people have a valid ticket (which i am sure most do not have a train ticket who over crowded most the trains and hanging out the door that keeps us out and don’t let us get on the trains) from wellington to cape town if the ticket controllers is on their post the trains will not be that full and we at Eikenfontein can at least get a place on the trains to work and school. Thinking of the students at school travel with trains going to be busy writing their exams and get late for school every day, and we getting late for work every day. The 3544 train is really fine very big spacious, do put more of those trains on so that we all can at least get a place on the train, but still the only train is still too full. The more bigger more carriages trains are put on from 5.50am to 9am will really be appreciated. We are all fed up and frustrated and the men really don’t even consider us women they first see that they get on the trains and us women they through out and off the trains, remember it could be your mother, or sister or a family member that has to dealt with this problematic situations……

  7. To complain or not to complain that is the complain-i though have no complaints since i opted not to travel by train after 35 years -Adieuu, Adieuu train services.My Spelling is poor which is the same as the train service.

  8. The ticket (male)officer at Witpoorjie station was issuing wrong tickets and rude to customers,can I get complaints dept details

  9. We have been waiting for two hours at Germiston station for the train to go to kwesine and theres no driver

  10. i just wanted to request that the springs train in the morning heading to Johannesburg .
    leaving springs station at 03:30 instead of 02;55 , it will make it more save for us, i have notice that that train are normally having no passengers so why having a train so early but not having any passengers because people are afraid to go so early with no one in the coaches .

    So please half end hour later will actually increase passengers because its bit later than scheduled, and also it will ease train congestion.

  11. Prasa/metrorail don’t give a damn about the commuters,we have to buy tickets but are late for work every day.. This is just frustrating,you guys have absolutely no humanity..

  12. I am seriously disgusted with metrorail money operators. I got up at parow station today and was told by die ticket controller who takes money that the trains are delayed it’s best not to pay as yet. which I did and waited for a train and got off at Cape Town station then went to buy a ticket and the ticket operator charge me R10, a specifically ask her why she charge me R10 and she was very sarcastic and by the way gave me a Kraaifontein ticket that I will pay R40 if I don’t want to pay the R10 and I must give back the ticket. he reason was that there is an open ticket box at parow of which I told her what the lady said and still she was adamant. I said I will complain about this incident, her response in return was do it by all means. is this a money making business now? how do I get justice or how do we get good service for our money whilst metrorail’s service is so bad. I’m disgusted.

  13. Good morning,

    I have been a loyal commuter buying monthly ticket. Today I bought a weekly ticket from Springs but when I got at Doornfontein I was told my ticket will start to work tomorrow and I asked them why wasn’t I told at Springs because I passed them with the same ticket and no one advised me that your week starts on a Tuesdays.

    I was ill-treated; treated like a criminal as if I did this on purpose of which I didn’t know how you count your weeks. I was charged R40 like everyone else who didn’t have ticket and your people didn’t even want to listen to me; they were pushing me around I really felt like a criminal. clearly TCF doesn’t apply with your company. I am very disappointed.

  14. today the ticket checkers sweared at me just for wana pass threw to Ravens mead. telling me I should use the dangerous bridge.

  15. Good day I want to just bring under me to rails attention about an incident that happened at Thornton station about 4’O clock on my way home from work in evening me and another gentlemen got robbed on Thornton station by 2 men there was no security and this happened on the 1March 2018 and this is not the incident on Thorton station. Metrorail you need to do something about security on that station or are you till you get a dead body due to robbery on that station.

  16. Metro rail I a so frustrated by your contracted cleaning staff at Pretoria Station and I hate everytime /day that I have to use the toilet facility at the station. In the morning as I come either by bus or train from East London I meet up with a very hostile cleaning lady in the female toilet who prevents me to wash my teeth and freshen up claiming that that is no washing area.
    I do not know whether I have to meet people outside or to where I am going with dirty eyes and teeth and not cleaned up.
    I have a house of my house of my own and I do not look down on them in doing their job because they are doing a sterling job in cleaning the toilets. I have never made a mess as in spillinng water all over and not cleaning or wiping the sink dry after use.

    Please intervene because I think we will go on beatiing each other because I am not going to tolerate her behaviour as the last time that I was in Pretoria station to freshen up in the toilet she showed me a piece of paper attached to the wall which she read and said the toilet was not for washing with a BY ORDER note
    My understanding is that the facility is meant for passengers to do all the above and more but being mindfull not to mess up the place.

    Thanking you in advance
    .

  17. So today has just taken the cake and now its sorted. I feel that Praza and metrofail’s moto should – “We aim to disappoint and make you late.” Metro employees playing games in the office. Cant give proper information and now when i get to town they will not give me any info for the trains that didnt should but state the train i arrived with is 10-15minutes late when its over an hour late. And when the companies fire you cause of this praza stands back and you need to make alternative arrangements or leave 3-5 hours before you start working. What the hell!? And yes I am serious. So what do i do when i need to claim for everytime i had to fork out extra money because of metrofail and putting my job on the line? And yet no-one will have an answer.

    1. I was assaulted by a Metrorail security officer at Mbekweni station,he used a huge wooden stick to beat me up and teared my clothes off.I could not go to work after that.i opened a police case but i do not think the police took it serious,i did nothing wrong because i bought my ticket and tried to run in the station to catch the train that was already on the platform.

  18. My son and other commutors female and male was robbed inside the train last night on the southern suburbs the train left cape town station at 6:30 the four fools had knives on them.and jumped on the train while. The Train was waiting on signals between witteboom and wynberg station now this is very dangerous and where is. The security on The Train ? We pay for first class tickets and this is the service we get? Our lives are in danger

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