Ceres Rail Company

Disappointing and unsafe experience

My partner and I travelled on the Overberg Explorer from Botrivier to the Elgin Railway Market on Saturday, 18 July 2026. What should have been an enjoyable afternoon ended with me sustaining a serious foot injury while disembarking at Elgin. The step down from the old-fashioned carriage was difficult to see, and I fell onto the platform. My foot immediately became severely swollen and bruised, and I was unable to stand. Members of the public and train staff assisted me, and I was placed in a wheelchair. Unfortunately, the wheelchair had no footrests, despite the injury being to my foot. Staff brought ice, but there did not appear to be an adequately equipped first-aid response. I was unable to enjoy the market and had to remain in the wheelchair. On the return journey, staff assured me that they would help me off the train at Botrivier and wheel me to my car. When we arrived, however, nobody came to assist me. I eventually had to disembark and hobble painfully to my vehicle. A medical examination later confirmed serious tendon injuries, and my medical expenses have already amounted to approximately R4,000. What made the experience even more upsetting was that I received no welfare enquiry or follow-up from management. Instead, on the Monday after the incident, I received an automated email asking me to rate my experience. I understand that heritage train travel involves certain risks, but passengers should still be provided with safe boarding and disembarkation arrangements, appropriate first-aid equipment and the assistance promised by staff. I hope Ceres Rail investigates this incident properly and improves its safety and emergency procedures so that another passenger does not experience the same thing.