Gautrain Reviews | 2.3 TrustIndex | Hellopeter

Gautrain Reviews | 2.3 TrustIndex | Hellopeter

Review Distribution

1.6|57 Reviews

Jul '25 - Jun '26

Frequently Asked Questions About Gautrain

What do customers say about Gautrain?

Based on recent customer reviews, Gautrain commuters describe a service in decline, with widespread frustration over bus delays, train overcrowding, system glitches, and unresolved refund disputes. While occasional staff members earn praise for kindness and professionalism, the overwhelming sentiment points to deteriorating reliability, opaque billing practices, and a customer service function that fails to close the loop on complaints.

What are the most common complaints about Gautrain?

The most common complaint about Gautrain, based on Hellopeter's AI analysis of recent customer reviews, is Pricing, Billing & Refunds. Refunds drag on for weeks or months with broken promises and ignored emails. Customers report being double charged, penalised for system glitches, and watching loaded funds expire or vanish. The R1 parking promotion produced disputed charges with no resolution.

Recent reviews (57)

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Popular mentions

friendly staff clean stations tap to refund delay bus late double charged no communication expired trips penalty fee overcrowded train

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1 reviews | Active since Jan 2020

28 May 2026, 08:10

Ticket machine stole my money!

I tried purchasing a card and loading it for the first time on the 25th of May, using the ticket machine, however it took long to load and ended up saying the transaction failed. The money was already taken out of my account and I still haven't received it back. The lady (I think security personnel) said since the transaction failed, then the money should be back in 24 hours, if not then I must ask for a refund on the app (there is no such option). I then purchased the card and loaded it by the ticket window, so now I've been waiting for the money to clock back and even laid a complaint to no avail! This is my first time using Gautrain alone and honestly I'm very upset!

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1 reviews | Active since Jan 2020

28 May 2026, 08:10

Ticket machine stole my money!

I tried purchasing a card and loading it for the first time on the 25th of May, using the ticket machine, however it took long to load and ended up saying the transaction failed. The money was already taken out of my account and I still haven't received it back. The lady (I think security personnel) said since the transaction failed, then the money should be back in 24 hours, if not then I must ask for a refund on the app (there is no such option). I then purchased the card and loaded it by the ticket window, so now I've been waiting for the money to clock back and even laid a complaint to no avail! This is my first time using Gautrain alone and honestly I'm very upset!

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1 reviews | Active since Jan 2020

27 May 2026, 04:40

Bad service at Gautrain station Centurion

I was from. Pretoria to Centurion Gautrain station, I arrived at Centturion 06:10. I then stand on tbe line to buy a monthly ptoduct from pretoria to Centurion, i was told to cross over to the other side without any reasons. The lady was rude, at first she acted as if she does not see me. Then she told me toc cross to the other side. She refused to sell to me. This happened on 27 May 2026, at about 06:12

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1 reviews | Active since Jan 2020

27 May 2026, 04:40

Bad service at Gautrain station Centurion

I was from. Pretoria to Centurion Gautrain station, I arrived at Centturion 06:10. I then stand on tbe line to buy a monthly ptoduct from pretoria to Centurion, i was told to cross over to the other side without any reasons. The lady was rude, at first she acted as if she does not see me. Then she told me toc cross to the other side. She refused to sell to me. This happened on 27 May 2026, at about 06:12

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1 reviews | Active since Jan 2020

22 May 2026, 13:21

Disgraceful Treatment of Elderly Passenger With Mobility Challenges – Missed Flight and Emotional Distress

Dear Gautrain and FlySafair Customer Service, I am writing to formally lodge a complaint regarding the unacceptable and deeply distressing treatment my family and I received on 15 May 2026 while traveling through Gautrain to catch FlySafair flight FA382. I was traveling with my elderly mother, who has mobility and cognitive challenges and required wheelchair assistance to reach the FlySafair check-in area. Gautrain staff refused to assist us, repeatedly stating that they were “not allowed” to wheel passengers to FlySafair check-in. At the same time, no FlySafair wheelchair assistance was available when we urgently needed it. What made this experience even more shocking was the complete lack of compassion shown toward my mother. Staff watched us struggling while we were clearly under pressure and trying to make our flight to attend a funeral in the Eastern Cape. My mother even fell in front of Gautrain staff, yet there was still no urgency, empathy, or willingness to assist us properly. Instead, we were made to feel like a burden and treated with complete disregard and humiliation. It felt as though the wheelchair was being guarded as if we intended to ***** it, rather than being used to assist an elderly passenger in distress. The treatment we received was inhumane, degrading, and completely unbecoming of services that claim to accommodate elderly passengers and people living with disabilities or mobility challenges. As a direct result of this failure and lack of coordination between Gautrain and FlySafair: We missed our flight. We suffered emotional distress during an already painful time. We were forced to take a 15-hour bus trip to the Eastern Cape for a funeral. This was not merely an inconvenience. It was a traumatic and exhausting experience that could have been avoided with basic compassion, communication, and proper accessibility support. I request the following: A formal explanation as to why wheelchair assistance was denied. Clarification of Gautrain and FlySafair accessibility policies regarding elderly passengers and those with mobility or cognitive challenges. An explanation of why no alternative assistance was offered after my mother fell. Details on what corrective measures will be implemented to ensure other vulnerable passengers are not treated this way. Consideration of compensation for the missed flight, emotional distress, and additional travel costs we incurred. Accessibility and dignity are basic human rights. Elderly passengers and people with disabilities should never be treated as though they are inconveniences. Gautrain and FlySafair can and must do better. I look forward to your urgent response and resolution to this matter. Sincerely,

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1 reviews | Active since Jan 2020

22 May 2026, 13:21

Disgraceful Treatment of Elderly Passenger With Mobility Challenges – Missed Flight and Emotional Distress

Dear Gautrain and FlySafair Customer Service, I am writing to formally lodge a complaint regarding the unacceptable and deeply distressing treatment my family and I received on 15 May 2026 while traveling through Gautrain to catch FlySafair flight FA382. I was traveling with my elderly mother, who has mobility and cognitive challenges and required wheelchair assistance to reach the FlySafair check-in area. Gautrain staff refused to assist us, repeatedly stating that they were “not allowed” to wheel passengers to FlySafair check-in. At the same time, no FlySafair wheelchair assistance was available when we urgently needed it. What made this experience even more shocking was the complete lack of compassion shown toward my mother. Staff watched us struggling while we were clearly under pressure and trying to make our flight to attend a funeral in the Eastern Cape. My mother even fell in front of Gautrain staff, yet there was still no urgency, empathy, or willingness to assist us properly. Instead, we were made to feel like a burden and treated with complete disregard and humiliation. It felt as though the wheelchair was being guarded as if we intended to ***** it, rather than being used to assist an elderly passenger in distress. The treatment we received was inhumane, degrading, and completely unbecoming of services that claim to accommodate elderly passengers and people living with disabilities or mobility challenges. As a direct result of this failure and lack of coordination between Gautrain and FlySafair: We missed our flight. We suffered emotional distress during an already painful time. We were forced to take a 15-hour bus trip to the Eastern Cape for a funeral. This was not merely an inconvenience. It was a traumatic and exhausting experience that could have been avoided with basic compassion, communication, and proper accessibility support. I request the following: A formal explanation as to why wheelchair assistance was denied. Clarification of Gautrain and FlySafair accessibility policies regarding elderly passengers and those with mobility or cognitive challenges. An explanation of why no alternative assistance was offered after my mother fell. Details on what corrective measures will be implemented to ensure other vulnerable passengers are not treated this way. Consideration of compensation for the missed flight, emotional distress, and additional travel costs we incurred. Accessibility and dignity are basic human rights. Elderly passengers and people with disabilities should never be treated as though they are inconveniences. Gautrain and FlySafair can and must do better. I look forward to your urgent response and resolution to this matter. Sincerely,

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1 reviews | Active since Jan 2020

13 May 2026, 08:10

Gautrain Security Personnel

I accidentally left a package on the train and only realized it after exiting at Hatfield Gautrain Station. I immediately went back to enquire, and the security personnel responded without hesitation. They quickly alerted the other security teams on the train, and the package was found once the train reached Rosebank Gautrain Station. They then ensured that it was promptly returned to Hatfield Station. I am truly grateful to the security personnel for their outstanding efforts. Their teamwork, professionalism, and excellent customer service were greatly appreciated, and they turned a stressful situation into a positive experience

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1 reviews | Active since Jan 2020

13 May 2026, 08:10

Gautrain Security Personnel

I accidentally left a package on the train and only realized it after exiting at Hatfield Gautrain Station. I immediately went back to enquire, and the security personnel responded without hesitation. They quickly alerted the other security teams on the train, and the package was found once the train reached Rosebank Gautrain Station. They then ensured that it was promptly returned to Hatfield Station. I am truly grateful to the security personnel for their outstanding efforts. Their teamwork, professionalism, and excellent customer service were greatly appreciated, and they turned a stressful situation into a positive experience

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1 reviews | Active since Jan 2020

8 May 2026, 15:37

Gautrain noordwyk busses

Gautrain had really gone terrible.Gautrain busses for Noordwyk service is disgusting we wait for a bus for 40minutes the queue is long is like we standing in government the service is beyond terrible

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1 reviews | Active since Jan 2020

8 May 2026, 15:37

Gautrain noordwyk busses

Gautrain had really gone terrible.Gautrain busses for Noordwyk service is disgusting we wait for a bus for 40minutes the queue is long is like we standing in government the service is beyond terrible

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1 reviews | Active since Jan 2020

6 May 2026, 22:46

Gautrain Pretoria Station - is R1 really worth it?

On 6 May, at 16:00, I boarded a train from Johannesburg Station and arrived at Pretoria Station at 16:40. Ordinarily, I obtain a parking ticket at the gate to enter the premises. On this occasion, the ticket failed to process, preventing me from making payment and exiting the premises. I attempted to use both gates, but the issue persisted. I was then instructed to return inside the station to settle the payment. I explained that I was under time pressure, as I needed to collect my daughter from school. After-hours collection incurs a penalty fee of R150 for every five minutes of delay. Despite raising this concern, I was still directed to go inside to pay. This occurred during peak traffic, therefore I encountered a long queue when I got to the station. Seeking assistance, I approached Mr. Clifford Morake, who responded in a rude and unprofessional manner, shouting at me and insisting that I stand in line despite my explanation of the situation. In contrast, another staff member demonstrated understanding and attempted to assist me, which I greatly appreciated. I was left questioning was paying R1 for the ticket really worth the significant inconvenience of being late to collect my daughter and incurring an additional R150 penalty. This experience was deeply frustrating, and I respectfully urge Mr. Clifford Morake to improve his customer service approach to better support commuters facing genuine challenges

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1 reviews | Active since Jan 2020

6 May 2026, 22:46

Gautrain Pretoria Station - is R1 really worth it?

On 6 May, at 16:00, I boarded a train from Johannesburg Station and arrived at Pretoria Station at 16:40. Ordinarily, I obtain a parking ticket at the gate to enter the premises. On this occasion, the ticket failed to process, preventing me from making payment and exiting the premises. I attempted to use both gates, but the issue persisted. I was then instructed to return inside the station to settle the payment. I explained that I was under time pressure, as I needed to collect my daughter from school. After-hours collection incurs a penalty fee of R150 for every five minutes of delay. Despite raising this concern, I was still directed to go inside to pay. This occurred during peak traffic, therefore I encountered a long queue when I got to the station. Seeking assistance, I approached Mr. Clifford Morake, who responded in a rude and unprofessional manner, shouting at me and insisting that I stand in line despite my explanation of the situation. In contrast, another staff member demonstrated understanding and attempted to assist me, which I greatly appreciated. I was left questioning was paying R1 for the ticket really worth the significant inconvenience of being late to collect my daughter and incurring an additional R150 penalty. This experience was deeply frustrating, and I respectfully urge Mr. Clifford Morake to improve his customer service approach to better support commuters facing genuine challenges

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1 reviews | Active since Jan 2020

5 May 2026, 04:13

Claim denied (refund of my card balance)

I've got a balance in my card and haven't been using the train for quite some time now (years). I app**** for a claim to get my refund but somehow was rejected. My online profile is also having issues after my request for a claim

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1 reviews | Active since Jan 2020

5 May 2026, 04:13

Claim denied (refund of my card balance)

I've got a balance in my card and haven't been using the train for quite some time now (years). I app**** for a claim to get my refund but somehow was rejected. My online profile is also having issues after my request for a claim

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1 reviews | Active since Jan 2020

22 Apr 2026, 05:06

Schedule inconsistencies and time wastages.

I travel with the bus from Sandton to Randburg (Route S4) daily for work. I’m not opposed to waiting for the bus, but it appears that busses are only arriving every 20 minutes, rather than every 10. This morning I waiting 25 minutes for a bus which is supposed to leave the station every 10 minutes (and I’m at the first stop after the station). Something I have noticed is unnecessarily long stagnancy periods halfway through the route. After work I get on the bus at Brigh****er Commons stop. On yesterday’s trip, we arrived at thw midpoint point of the route (Damelin) at 15:59 which is the time the bus is supposed to be leave that stop. Instead of leaving immediately, the bus stood stagnant for another 10 minutes to leave at 16:09. The service claims to do their best to be on time but perhaps a large reason for their schedule deviations are due to these unnecessary delays at the midpoint of the route.

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1 reviews | Active since Jan 2020

22 Apr 2026, 05:06

Schedule inconsistencies and time wastages.

I travel with the bus from Sandton to Randburg (Route S4) daily for work. I’m not opposed to waiting for the bus, but it appears that busses are only arriving every 20 minutes, rather than every 10. This morning I waiting 25 minutes for a bus which is supposed to leave the station every 10 minutes (and I’m at the first stop after the station). Something I have noticed is unnecessarily long stagnancy periods halfway through the route. After work I get on the bus at Brigh****er Commons stop. On yesterday’s trip, we arrived at thw midpoint point of the route (Damelin) at 15:59 which is the time the bus is supposed to be leave that stop. Instead of leaving immediately, the bus stood stagnant for another 10 minutes to leave at 16:09. The service claims to do their best to be on time but perhaps a large reason for their schedule deviations are due to these unnecessary delays at the midpoint of the route.

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