Bad service gautrain /door not working

Very dissapointed in service today at Marlborough station. We were 4people getting off at station and door didn't wanna open. Train just stopped for less then 3minutes. We had to get off at Sandton and low and behold airport train was after 15 minutes. And on Sandton securities were helping clients fetching them and visible whereas at Marlborough no one in site. Is it because Sandton clients are more important then the other stations. We missed our flights and I had to pay extra and book accommodation for the night. This is unacceptable. First experience and worste also. Even at Rhodesfield passenger could not get out cause of same problem with door and had to travel to OR and then back. Please I hope you'll do something about it and please let security be visible at all stations not just Sandton we all pay the same money.