Gautrain to resolve hiccups

PASSENGERS will be kept in the loop in future through an SMS service, while past disruptions will be fully investigated, the train operators promise.Read More
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Passengers will be kept in the loop in future through an SMS service, while past disruptions will be fully investigated, the train operators promise.
AN SMS alert service has been launched by the Gautrain to keep passengers abreast of any disruptions or emergencies that may occur either on the buses or trains.

busesPassengers will notified of future disruptions in Gautrain bus services Customers can SMS the word “alert” to 32693, after which they will receive real-time service updates on their cellphones. It costs R1 to subscribe but is free after that.

The launch follows a slew of interruptions to Gautrain bus and train services in the past few weeks, which have hardened the resolve of the management agency and concession company to restore passengers’ trust and ensure that these disruptions do not recur.

“While incidents will cause delays on any new rail system like Gautrain, and these can and will happen, the last three weeks have not seen a standard of service that meets our or our customers’ expectations,” says the spokesperson for the Gautrain Management Agency, Barbara Jensen, in a joint statement between the agency and Bombela Concession Company, the train operating company.

Disruptions included an illegal strike by bus drivers on 25 and 26 October and electrical faults halting the train in the week from 24 to 30 October and again on 1 November. Buses screeched to a stop on 25 October when drivers refused to work in solidarity with a driver who had been suspended pending the outcome of an investigation.

Negotiations were at a deadlock for two days before the service resumed on 27 October. Train services were also disrupted during this period.

“In the week of 24 to 30 October, there were problems related to the way the trains receive their power from the overhead catenary lines and a rolling stock failure that caused three trains to stop between stations, and thus stranding passengers,” Jensen explains.

There was another electrical fault on 1 November that necessitated the closure of the section between Rosebank and Sandton for a number of hours.

“We are busy diagnosing the underlying causes of the service interruptions and are instituting measures to resolve them. While this investigation is under way, immediate steps are being implemented to eliminate or significantly reduce future incidents.”

The causes of and solutions to these incidents will be fully reported to the public once the investigation is complete, Jensen adds.

The SMS alert is an effort to inform and help passengers on the trains and those entering the stations, as an incident occurs. Social media will also play a bigger role in communicating with passengers.

Both parties have also vowed to improve response times to emergencies in order to mitigate the negative effect on customers. In line with this, the Bombela Operating Company has introduced operational plans that will allow passengers to reach their destinations as quickly as possible.

“Both Bombela as the concessionaire and the Gautrain Management Agency as public authority are extremely proud of the Gautrain and its brand and reputation,” Jensen says. “We will do everything possible to retain its good reputation and to offer a reliable, safe and affordable service to the public.”