Gautrain
Shocking Customer Service

I called Gautrain call centre at 9:10 this morning and spoke with Benjamin. I was querying about swapping a ticket that was wrongly purchased. In other words, we bought a ticket for a wrong route and wanted a refund so we could purchase a correct one. Benjamin was clueless of what we should do. Yet gautrain only provides a call centre no. for all queries. What disturbs even more is the fact that Benjamin did not know where we could find help. Instead, he has directed me to go to the ticket office. I have told him I am in Durban and should be able to get information over the phone without going there personally.
For me, this is just shocking that when I thought Gautrain is supposed to be a high class institution but you cannot get such little info.
I also understand that their customer satisfaction is so poor; people use their services because they have limited choices.
Please, can you try contact their management, if they have one that is, and see if we can get any joy here.
We have logged in a written query but from experience, they are unlikely to respond promptly or at least by 12:00 noon today to allow us enough time to buy another ticket this afternoon.
Truly yours,
082 567

Company: Gautrain
Country: South Africa
City: Johannesburgh

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