After using the Gautrain for both work and leisure for over a year, and receiving very good service, I am NOW both disgusted and disappointed at the calibre of terrible service and unprofessionalism I have received. Every month, I purchase a 35-day pass from Marlboro to Park station. I was unable to make use of all of my trips this month, as I was travelling for work. Upon checking my trips when swiping out, I realised that my 13 trips which were still remaining trips had disappeared, and I was short upon exiting parking. I went to the counter at Marlboro station to get some answers, only to be met by a rude and arrogant "gentleman" who simply dismissed me, saying I must "pay for new trips", "my trips have been "forfeited" and "there is nothing he can do" "that there are customers waiting in the cue so I must please just pay and go." In addition to that: I also need my 13 odd trips (approx R500) to be refunded to me IMMEDIATELY as this is a HUGE contravention of the consumer protection act, of which I will not take lying down. I demand this matter be investigated: I was at Marlboro counter at between 17:40 and 17:48 on Thursday 6th June. First world transport, 3rd world service!
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