Based on recent customer reviews, Gautrain is described as a service whose trains and stations still impress, while the surrounding experience frustrates commuters. Recurring themes are unreliable feeder buses, missing announcements when services fail, penalty charges triggered by turnstile and machine glitches, and refund claims that stall for weeks. Isolated praise goes to station security and helpful kiosk staff who resolve problems on the spot.
Top Strengths:
- •Customer Service & Support: Station security at Hatfield and Rosebank earn genuine praise for recovering a lost package and unlocking a car, and some kiosk consultants fix payment errors immediately. However, ticket office and gate staff are widely described as rude, defensive and unhelpful.
TrustIndex
2.2
NPS Score
-80
Recommended: Unlikely
Nov '25 - Oct '26
Frequently Asked Questions About Gautrain
What do customers say about Gautrain?
Based on recent customer reviews, Gautrain is described as a service whose trains and stations still impress, while the surrounding experience frustrates commuters. Recurring themes are unreliable feeder buses, missing announcements when services fail, penalty charges triggered by turnstile and machine glitches, and refund claims that stall for weeks. Isolated praise goes to station security and helpful kiosk staff who resolve problems on the spot.
What is Gautrain's biggest strength?
Gautrain's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Support. Station security at Hatfield and Rosebank earn genuine praise for recovering a lost package and unlocking a car, and some kiosk consultants fix payment errors immediately. However, ticket office and gate staff are widely described as rude, defensive and unhelpful.
What are the most common complaints about Gautrain?
The most common complaint about Gautrain, based on Hellopeter's AI analysis of recent customer reviews, is Tracking, Communication & Transparency. Commuters report standing in cold and rain with no announcement that a bus or train is cancelled, an app that never flags reduced frequency, and refund queries answered only with identical escalation templates.
Is Gautrain trustworthy?
Gautrain has a TrustIndex of 2.2 out of 10 on Hellopeter, based on 59 reviews in the last 12 months. Hellopeter has tracked Gautrain across 811 total reviews. How is the TrustIndex calculated? →
Recent reviews (59)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since May 2015
Inaccurate deadlines or empty promises??
I applied for a kleva mova card last year 2025 and I still haven't received feedback regarding my application. This year 2026 I applied again for a kleva mova card and still no feedback. Note that they advise that the approval process takes 5 to 7 working days. I applied last Monday morning on the 12th of October 2026. It's is now the 22nd of October 2026 and my status still says pending. Bare in mind, my friend and I had applied together on the same day - she has already gotten and made use of her kleva mova card whereas my application is still pending. Can someone please advise what the holdup is???
1 reviews | Active since May 2015
Inaccurate deadlines or empty promises??
I applied for a kleva mova card last year 2025 and I still haven't received feedback regarding my application. This year 2026 I applied again for a kleva mova card and still no feedback. Note that they advise that the approval process takes 5 to 7 working days. I applied last Monday morning on the 12th of October 2026. It's is now the 22nd of October 2026 and my status still says pending. Bare in mind, my friend and I had applied together on the same day - she has already gotten and made use of her kleva mova card whereas my application is still pending. Can someone please advise what the holdup is???
1 reviews | Active since Jan 2020
Gautrain seems to have a habit of debiting customers' *** under the guise of "penalties" without conducting proper investigations. I
Unauthorized debits on customer *** - Penalized for Gautrain's own error
1 reviews | Active since Jan 2020
Gautrain seems to have a habit of debiting customers' *** under the guise of "penalties" without conducting proper investigations. I
Unauthorized debits on customer *** - Penalized for Gautrain's own error
1 reviews | Active since Jan 2023
Reinstate my disability card
Good day My name is Josina Mathabathe *** Last month in the middle of the month i was off duty and i asked my daughter to load for me my monthly ticket as i am doing peace jobs at Sandton and i am receiving disability grant as i earn less money. My daughter was using this train for years; she has her own card. By mistake she tapped my card thinking that it was her's and a security guard called her and took the card from her as she used it by mistake not knowing that it was mine. I went to the office at Gautrain to collect my cars i was refused the card and was told that it is blocked and I won't be able to get another one. I am so disappointed, why didn't they call me to verify if she was using it on purpose, because i usually go with her using her card and me using mine, now i am struggling ,I cant afford to pay the full every month as i am earning a little
1 reviews | Active since Jan 2023
Reinstate my disability card
Good day My name is Josina Mathabathe *** Last month in the middle of the month i was off duty and i asked my daughter to load for me my monthly ticket as i am doing peace jobs at Sandton and i am receiving disability grant as i earn less money. My daughter was using this train for years; she has her own card. By mistake she tapped my card thinking that it was her's and a security guard called her and took the card from her as she used it by mistake not knowing that it was mine. I went to the office at Gautrain to collect my cars i was refused the card and was told that it is blocked and I won't be able to get another one. I am so disappointed, why didn't they call me to verify if she was using it on purpose, because i usually go with her using her card and me using mine, now i am struggling ,I cant afford to pay the full every month as i am earning a little
1 reviews | Active since Aug 2014
Abysmal customer service and unresolved refund claims (***, ***, ***)
I am thoroughly disappointed with Gautrain's customer support and refund process. It has been nearly four weeks since I logged a refund claim for the balance on my lost Gautrain card (***). Although I received an email last Monday stating that payment had been sent to my bank, the funds still have not reflected in my account. To make matters worse, I mistakenly loaded money onto the blocked lost card and requested a refund, but *** was rejected without any valid reason or explanation provided. Because the card is blocked, I am completely unable to access or use those funds. I resubmitted a new claim today, alongside ***. When I tried to resolve this via their live support chat, consultant Nombuso joined the conversation, asked how she could help, and then completely ignored my detailed query. Shortly after, the chat automatically closed without any assistance or resolution. Locking customers out of their hard-earned money and ignoring them when they reach out for help is unacceptable. Gautrain, please urgently look into claims ***, ***, and ***, and process my refunds immediately!
1 reviews | Active since Aug 2014
Abysmal customer service and unresolved refund claims (***, ***, ***)
I am thoroughly disappointed with Gautrain's customer support and refund process. It has been nearly four weeks since I logged a refund claim for the balance on my lost Gautrain card (***). Although I received an email last Monday stating that payment had been sent to my bank, the funds still have not reflected in my account. To make matters worse, I mistakenly loaded money onto the blocked lost card and requested a refund, but *** was rejected without any valid reason or explanation provided. Because the card is blocked, I am completely unable to access or use those funds. I resubmitted a new claim today, alongside ***. When I tried to resolve this via their live support chat, consultant Nombuso joined the conversation, asked how she could help, and then completely ignored my detailed query. Shortly after, the chat automatically closed without any assistance or resolution. Locking customers out of their hard-earned money and ignoring them when they reach out for help is unacceptable. Gautrain, please urgently look into claims ***, ***, and ***, and process my refunds immediately!
1 reviews | Active since Jun 2020
Enforce rules
Its funny how they have all these rules and very quick to anounce them But still there people talking on the phones when on the stairs There is people taking passing others on the stairs and escavators why becuase the gaurds working at the station dont enforce the rules But is quick to do it when you have water on the train Mayby enforce the rules in the station too Now we have rude people putting all of us at risk at the stairs becuase they cant follow rules It shows lack of work and its shows like all else its goverment owned
1 reviews | Active since Jun 2020
Enforce rules
Its funny how they have all these rules and very quick to anounce them But still there people talking on the phones when on the stairs There is people taking passing others on the stairs and escavators why becuase the gaurds working at the station dont enforce the rules But is quick to do it when you have water on the train Mayby enforce the rules in the station too Now we have rude people putting all of us at risk at the stairs becuase they cant follow rules It shows lack of work and its shows like all else its goverment owned
1 reviews | Active since May 2022
Gautrain had become mediocre
Ever since the Gautrain has changed ownership we are experiencing nothing but mediocrity. Every other day the train experiences delays that are always technical to no detail. You guys are slowly losing clientele. We never struggled like this in the past, but then again anything the government touches is and will remain nonsense.
1 reviews | Active since May 2022
Gautrain had become mediocre
Ever since the Gautrain has changed ownership we are experiencing nothing but mediocrity. Every other day the train experiences delays that are always technical to no detail. You guys are slowly losing clientele. We never struggled like this in the past, but then again anything the government touches is and will remain nonsense.
1 reviews | Active since Sept 2015
Terrible service
Terrible customer service, how are we encouraged to load our trips on tje website and the app and for funds not to reflect meaning one has to pay again in cash when you must travel because the online system os down, while you have funds held up on their system, train lines are experiencing technical problems on average twice a week. Not so relief anymore
1 reviews | Active since Sept 2015
Terrible service
Terrible customer service, how are we encouraged to load our trips on tje website and the app and for funds not to reflect meaning one has to pay again in cash when you must travel because the online system os down, while you have funds held up on their system, train lines are experiencing technical problems on average twice a week. Not so relief anymore