Gautrain
Changing bus routes without informing customers

This morning (27 March 2013) I reached the Midrand Gautrain station, & boarded the bus that I normally use. Halfway through the journey, the bus suddenly deviated from its normal route, taking me in the opposite direction from my office. On enquiring from the driver, I was informed that the bus routes have been changed.

NOWHERE in the entire station, or at the bus departure point, was there any notification of these changes. Furthermore, the Gautrain website still has the old bus route listed on its route map.

This is a totally unacceptable lack of service from a company that promotes itself as the most advanced transport infrastructure & service on the African continent - yet they are incapable of managing even the basics of effective communication with customers. This experience of inefficiency & poor service far outstrips anything I have experienced, even in the most underdeveloped third world countries.

It's difficult enough to get SA commuters out of their vehicles, & this experience has made me think very carefully about whether I feel like going through the hassle of 2 train legs plus a bus trip just to get the office evrery morning.

Company: Gautrain
Country: South Africa
City: Midrand

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