Golden Arrow bus drivers shun their customers.

I am appalled at the poor service rendered by the Golden Arrow Bus Services on the Factreton > Cape Town route. Earlier this year the company greatly reduced the daily service along this route because of dwindling users at off peak hours. This is understandable. However, One wonders if the company took time to investigate the reasons for the dwindling passenger numbers. This morning I once again witnessed why passengers seek alternative means of transport due to non-service delivery by Golden Arrow:

This morning, Saturday 17 September 2022 at about 07h50, I was waiting for the bus from Factreton to the City in Typhoon Street on my way to work. This bus is scheduled to depart from Factreton at 08h00 according to the attached timetable on the Golden Arrow website.

The 08h00 bus never arrived.

At about 08h15 my friend waiting at the first bus stop in 16th Avenue, Factreton decided to phone the Transport Information Centre to enquire. They informed her that the bus was not cancelled and probably running late,

At about 08h25 the bus drove past me in Typhoon Street enroute to 16th Avenue. I assumed that this was the 08h00 bus running late. It's destination in front displayed 'Factreton'.

I called my friend waiting in 16th Avenue to alert her. She told me that this bus never turned around for it's return trip to Town. Instead it proceeded all the way to Voortrekker Road and turned right towards Town. (Pic No 3 attached).

The 08h00 bus never arrived. The next bus was scheduled for 09h20. I decided to walk all the way to Voortrekker Road opposite 16th Avenue to wait on the bus.

At about 09h10 a bus No. T7001 with destination marked "City" emerged from 16th Avenue and turned into Voortrekker Road towards Town.

I boarded this bus and asked the driver why he was not following his route through Factreton and Kensington. He told me they enter the area at 5th Avenue and exit the area at 16th Avenue to return to Town, meanwhile there are passengers waiting at the bus stops for this bus in Factreton and Kensington.

I told the driver that this was unacceptable. He then turned down 15th Avenue to follow the proper route through the area. There were many frustrated passengers waiting at the bus stops, some passengers have left out of frustration and took minibus taxis or alternative transport.

I lodged a telephonic complaint with the TRANSPORT INFORMATION CENTRE on *** at 09h20. The Reference Number is ***.

When we arrived at our destination in Town, I also lodged my complaint with the Golden Arrow Regulator, Ms Martin, at the Golden Acre terminus.

I trust that you would investigate this matter and restore your normal service as soon as possible.

Yours truly Kevin Alexander