Contact Gautrain: Find below customer service details of Gautrain, South Africa. Besides contact details, the page also offers a brief overview of the rapid rail system. Reach the customer service below for queries, complaints or feedback.

Head Office
PO Box 1266,
Kelvin, 2054

Customer Service
Phone: 0800 GAUTRAIN or 0800 4288 7246
Phone: 011 253 0352/3 (Midrand Station Lost and Found)
____

About Gautrain
Gautrain is a rapid rail system in South Africa that was launched in the year 2010. Operating in Gauteng, the train line has a length of 80km. The main stations consist of the Johannesburg Park Station, O.R. Tambo International Airport and Pretoria Station. Other stations include Centurion, Hatfield, Marlboro, Midrand, Rodesfield, Rosebank and Sandton. Gautrain has a fleet of 24 trains and 125 buses. The company is a joint venture between Gauteng Provincial Government and the Bombela International Consortium.

If you are new to Gautrain’s services, you can know the schedule, route map and fares right on the website. The interactive route map on the website provides detailed information of the stops, timetable and key attractions. The trains begin at 5am and go until 9.30pm. For those travelling to the O.R. Tambo International Airport from Sandton, the Gautrain is a perfect mode of transportation. As for fares, you can purchase a single fare ticket or purchase the Gautrain Card which is a pay-as-you-go system. There are weekly as well as monthly passes.

The Gautrain Card can be used for parking as well as for travel on bus. The card can be purchased from stations or through ticket vending machines. And they can reloaded easily using cash, debit or credit card. Note that wheelchair access is provided to all trains, buses, stations and toilets. If you are on the move, you can download the Gautrain smartphone app to see route map and schedule. For more information or queries on tickets, schedule, payment, refund, cancellation, lost and found items, or others, reach the Gautrain customer service.

10 Comments

  1. Pam Mallela Reply

    I bought my midi bus coupons a month ago. The fare is now reduced from R15.00 to R10. I bought about 20 trips and left with 4. How do I get compensated.
    I enquired at the Marlboro ticket office. The gentleman gave me this Mobile number 0729206402. I made the call and was unanswered. Went back to the office and asked who the number belongs to as he gave two names. Says one of the names was his and he simply did not answer. I think that smack of manners.Names are Charles and Klaas.

  2. MACHENENE VELAPHE Reply

    On the 1st May 2019, I was travelling from Pretoria station to Park station. That single trip was R72, I paid with R200 and instead of receiving R128 change I only got R3 from the machine. I passed this matter unto the cashier who told me they do not do refunds in cash of which it did not make sense to me. I filled in the refund form and he said to me the refund will reflect into my account after 7days. Believe me up-to-date there is no such. Gautrain is really failing us.

  3. Checked my card on website the previous night , there was R160 credit. Next day 12 April 2019 i was told the card has expired. I had to pay R50 for new card, and R140 for return trip Hatfield / Rosebank. Only to realize later I still have same old card, except my credit was gone … Last year i also lost R280, because the ‘card expired’ three months before the real expiry date …. I complained in vain….

  4. Sally White Reply

    Gautrain complaints
    Please could you explain the following:
    Card serial number: 4490228253
    On the 15th February I bought a return trip from OR Tambo to Rosebank for R340.
    I did not do the return trip to OR Tambo but travelled to Hatfield from Rosebank on the 17th where I had to pay an extra R69 – according to the internet the cost is R49.
    I then travelled from Hatfield to OR Tambo on the 18th February and had to pay a further R156.
    Please can you explain what happened to the R170 money paid for my return trip from Rosebank to OR Tambo,
    Thank you,
    Sally White

  5. Gautrain service is clearly failing, your bus Drivers whilst driving are on their cell phones, when I rang the bell to get off in Lenchen Road, Centurion near the eco park road he ignored me and I had to get off in Rooihuiskraal, how the hell was I meant to get back to my drop off in Lenchen???? Your bus drivers do not keep to the time schedule. This is unacceptable especially in view that its expensive and it results in missing appointments etc BAD SERVICE, WAKE UP GAUTRAIN

  6. Trevor McCarthy Reply

    On Friday 18 January 2019 at about 16h30, my wife arrived at Rhodesfield station to collect me. Encouraged by the rain, I lost no time getting into the car.

    The rush hour exodus took just over half an hour, to drive from the drop off zone, to the station’s booms. (Perhaps, not to my surprise) when we got to the booms we found only two of them were servicing traffic. The third was standing open but had been blocked off by a yellow barrier.

    As a result we were overcharged for parking (it’s only fifteen bucks, but that’s not my point – I still want it back though).

    My problem is that I sat half and hour on a Friday afternoon, in a traffic jam that is clearly of their making – and then I still got overcharged for the pleasure.

    Keep in mind that the station is serviced by two entry booms. Add the remaining vehicles that need to exit the station (the ones that have been parked there throughout the day), and there is no way that you can get out in time with only two booms running, at rush hour.

    I’m sure blocking the third boom was a “genuine unfortunate occurrence”. But I’m sure you can see how it might not be interpreted that way.

    I must say though that the “customer service” at the station is very diligent, and hold to the rules well. They simply inform you that YOU WILL NOT BE REFUNDED as you have stayed here for a WHOLE half an hour. The fact that they’ve blocked a third of the traffic flow is completely beside the point.

    I have applied online for a refund. In the follow up email I read that it can take up to 14 days, AND may be subject to an admin fee. Why should I have to pay an admin fee to get back money that (as far as I am concerned) was stolen from me?

    This is unacceptable Gautrain.

  7. Norman Twala Reply

    Good morning I’m writing this letter with sorrow and really bad experience we received AS A FIRST TIME TRAIN USERS ME & MY FAMILY I was promise a good trip to the Pretoria Zoo by train & a Bus. But when we rich the Gautrain Pretoria station the was no Buses to the Zoo and I have to pay R150 TEXIFY(with no receipt) from Gautrain Pretoria station to the Zoo,The was no Activities at the Zoo like free games,spa and free cable ridding as it was promise when I spoke to Tiny from Midrand contact center I’m so ashamed of what I told my family Hope you will be better organised next time.

  8. Rene Myburgh Reply

    Hi, I travel daily from Jhb South to the Randburg in the North a total of 100km. I listen to 947 and every day i have to endure your advert which encourages one to use the Gautrain. I would love to have the freedom of traffic by sitting in one of your trains, reading a book and maybe having a chat with someone next to me.
    Are you ever going to venture to areas south of Jhb. Like Soweto, Alberton, Mulbarton, Meyerton.
    Please please put us on your forecast for future areas. And chop chop

  9. Hello! I’m here to lay a complaint about the bus stops. I find it very difficult to go to bus stops as they are very far, could your buses please stop in every street because one time I had an asthma attack as I was having a big laggage and had to walk about a km to the stop, the other time I got robbed because it stops far from where I stay on the other street. please fix that the bus should stop in every street to avoid the inconvinience

  10. Doug Herold Reply

    Guatrain from Pretoria to Park Station on Monday 12/02/2018 stopped at Sandton Station at +-4.00pm. I was the last of a family of six to get on the eight coach train, I had my wife’s and my suit case, one in each hand, my left foot was in the train when the train doors closed on me. I pushed the button on the outside of the doors, nothing happened and with that the train departed and I was left at the Sandton Station. The person responsible for checking to see that all passengers have properly alighted should be reprimanded. The coach was not full.

Write A Comment