Integrate your processes Gautrain!!!

I am writing this as a very unhappy customer. The service at Gautrain and the experience I have had in the past month has just been appalling to say the very least.

First it was with the strike and the reversal of the funds /extension of trip expiry dates. Although the strike was planned this process was poorly handled. Everything was done to protect the interests of your company and not that of your customers. As a rail user, I expected a much more seamless process and got the total opposite. I have about 10 trips from my monthly pass that are still not paid back to date. Gautrain seems to have forgotten about the economic conditions that we all live under, including us as customers. We budget and plan our monthly trips and load money on these cards only to have it locked in because of some poor process engineering.

Today, was stroke 2. Another monthly pass with a total of 28 trips left locked in because of the few time I had my card misplaced, and manually paid for a packing ticket. Suddenly those are 2 separate processes and according to Gautrain I have been getting out of the parking *******ly. How? Where? When? You have guards all over and more so by the boom gates. Do your staff have so little faith in your processes or they are just clueless about them as a whole? With all of that, you still don't have processes in place to ensure that your staff at the stations are able to migrate trips from one card to another. It's 2018! How you will authentic the customer(s) is your homework to do, but bottom line is I now have 28 trips that I cannot because your processes are not integrated and it is insinuated I am an ******* commuter.

So funny how just last night, I used the same card, and everything was working fine then your systems decided overnight that it needed to be blocked. You could see I am a regular user, you have my contact number but there was no courtesy in informing me or preparing me for this inconvenience. All I see you do is take from the customer their hard earned money, block their access and hope and pray they do not reclaim their money, as if the fares are not steep enough.

How you respond to this will inform my relationship with Gautrain going forward.