Sunday, July 15, 2018

The Gautrain

The Gautrain

OVERVIEW

The Gautrain offers commuters a safe, quick and comfortable way to commute in Gauteng between Johannesburg and Pretoria as well as between Sandton and the OR Tambo International Airport.

Gautrain currently offers two distinct train services: an Airport Service linking Sandton and Marlboro to the O.R.Tambo International Airport and a Commuter Service linking Rhodesfield, Marlboro, and Sandton (east-west link) and Park, Rosebank, Sandton, Midrand, Centurion, Pretoria Central and Hatfield (north-south link).

All stations with the exception of the Airport station have integrated car parking facilities.

The Gautrain bus fleet currently operates on 25 routes.

Gautrain's train, bus and parking services are all fully integrated and may be accessed separately or jointly by means of a contactless smart card – your Gautrain Gold Card.

The system requires you to tag-in when you enter and then tag-out when you leave so that it can automatically deduct the correct fare for whatever service you have used. If you fail to tag-in or –out, penalty fares may apply.

WHO IS BOMBELA?

The Gautrain project is a public-private partnership and includes a 15-year maintenance and operating period after construction. 

Following an international tender process, Gauteng Provincial Government awarded the project to the Bombela Concession Company consisting initially of Bombardier, Bouygues Travaux Publics, Murray & Roberts and Strategic Partners Group. Latterly, ABSA Bank and the J&J Group have also taken up equity stakes in the Bombela Concession Company. The operations will be led by RATP Développement (the transit operator responsible for public transport in Paris and its surroundings) in partnership with SPG and Murray & Roberts

YOUR GAUTRAIN GOLD CARD

Gautrain's train, bus and parking services are all fully integrated and may be used separately or jointly by transferring from one to another. These services are all accessed by means of a contactless smart card: your Gautrain Gold Card. You can access the station parking facilities without a Gautrain Gold Card if you’re a first time user (you'll be issued with a paper ticket), but you will need a valid Gautrain Gold Card to use either the trains or the buses or to exit the parking. Please note that cash is not accepted on either the trains or the buses or at parking exit gates.

BUYING YOUR GAUTRAIN GOLD CARD

Gautrain Gold Cards may be purchased from all ticket offices and ticket vending machines at any Gautrain station as well as at selected retail outlets in the vicinity of the bus routes. 

A once-off card licence fee of R10 is payable when you purchase your card and cannot be refunded or transferred or used to pay for Gautrain services. 

Remember: Ticket vending machines display user instructions in four languages and are equipped with earphone jacks for the audio-impaired.

HOW DO GAUTRAIN GOLD CARDS WORK?

Your Gautrain Gold Card enables you to load a variety of different journey products, ranging from single 'Pay As You Go' trips, seven day passes and to 35-day passes, onto the same card and to re-use this card over and over again. You also have the opportunity to register your card with us, which will enable us to blacklist your card should it be lost or stolen. Any unutilised value in the pay-as-you-go section on the lost card can then be transferred to a new card for you. Please note that there is a refund handling fee of R30.

WHERE CAN I PURCHASE A GAUTRAIN GOLD CARD?

Gautrain Gold Cards may be purchased (or topped-up) at any ticket office or ticket vending machine at any Gautrain station. These outlets accept cash as well as credit and debit cards. Pre-loaded Gold Cards can also be purchased at the following retail outlets:

Caltex Omega Motors - 562 Andries Street, Berea, Pretoria

Engen Minties- Cnr. Visagie & Bosman Streets, Pretoria

Uncle Faouzi's Mini Market - 1093 Burnett Street, Hatfield, Pretoria

Varsity Bakery - 293 Lynnwood Road, Menlo Park, Pretoria

Afro Heritage Business Centre - 225 Hamilton Street, Arcadia, Pretoria

Queenswood Superspar - Cnr Stead Avenue & Soutpansberg Road, Queenswood, Pretoria

Spar Centurion - CnrJohn Foster & Logan Avenue, Highveld, Centurion

Shell Amberfield Motors - Cnr Rooihuiskraal & Reddersburg Road, Wierda Park North, Centurion

Super Spar Wierda Park - 402 Theuns van Niekerk Street, Wierda Park, Pretoria

Spar Centurion - Cnr John Foster & Logan Avenue, Highveld, Centurion

Carlswald Spar - Cnr Lever & New Road, Randjiespark, Midrand

Spar Noordwyk - Cnr Lever & Olifantsfontein Road, Noordwyk, Midrand

Sunninghill SuperSpar - Cnr Maxwell Drive & Edison Street, Sunninghill, Johannesburg

Europa Express Melrose - Cnr Crescent & High Street, Melrose, Johannesburg

Rivonia Friendly 7/11 - Cnr 7th Avenue & Rivonia Road, Sandton, Johannesburg

Total William Nicol - 149 William Nicol Drive, Sandton, Johannesburg

Spar Pineslopes - Cnr The Straight & Witkoppen Road, Fourways, Johannesburg

Zenex Twin Palms - 14 Kempton Road, Kempton Park, Johannesburg

Your Gautrain Gold Card enables you to load a variety of different journey products, ranging from single pay-as-you-go trips to 7-day passes and 35-day passes, onto the same card and to re-use this card over and over again. You can use the same Gold Card for up to five years. Remember that there is a once-off fee of R10 when you purchase your Gold Card.

METHODS OF PAYMENT

You can load journey products onto your Gold Card using cash, debit cards or credit cards, and this can be done at all ticket offices and ticket vending machines at any Gautrain station. Only Mastercard and Visa credit cards are accepted at this time.

TWO SECTIONS ON THE GAUTRAIN GOLD CARD

The Purse Section is used for general pay-as-you-go travel on trains or buses or for parking at the station car parks. You can top up the Purse at any station ticket vending machine or ticket office as you need it. The Purse section is automatically debited for whichever service you use. Applicable discounts are automatically credited. 

 

Please note that you need at least R20 available in the pay-as-you-go section of your Gold Card to board any Gautrain bus and at least R20 to enter a station fare gate. 

The Period Pass Section stores weekly or monthly travel passes.

THE TRAIN SERVICE

Simply touch the Gold Card to the ticket reader on the fare-gate and wait for the green light and beeping sound to indicate validation. Pass through the glass barrier, board the train, sit back and relax! Upon leaving the train, touch the card to the ticket reader at the fare-gate, wait for validation and pass through. Thank you for using Gautrain!

THE BUS SERVICE

Simply touch the Gold Card to ticket the reader on the bus, wait for the green light and beeping sound to indicate validation. Be seated and relax! Remember to remove your luggage (and kids!). No tag-off is required. The Gautrain bus system was designed with wheelchair users in mind. Ask your driver for assistance.

How to use and pay for parking

On entering one of our parking facilities, please take a paper ticket from the parking gate if you are a first time user or, if you already have a Gautrain Gold Card, simply hold your Gold Card to the place indicated on the parking gate. The boom will open and you can drive in.

Remember that if you now wish to use a train, you must have a Gold Card. You can buy one at any station ticket vending machine or ticket office.

Remember also that, if you park and don't use the train, you will pay a premium parking fare.

Once you've completed your journey and want to exit the parking:

Firstly, please ensure that you have sufficient pay as you go value on your Gold Card in order to pay for your parking stay.

If you received a paper ticket on entry and then bought a Gold Card before exiting; simply insert your paper ticket into the parking gate at the exit boom and hold your Gold Card to the place indicated on the parking gate. The system will automatically deduct the correct fare from your Gold Card, the boom will open and you can proceed.

If you already had a Gold Card when you entered the parking and didn't get a paper ticket, simply hold the same Gold Card that you used to enter with to the place indicated on the fare gate. The system will automatically deduct the correct fare from your Gold Card, the boom will open and you can proceed.

If you received a paper ticket on entry and did not buy a Gold Card to board a train, please take your paper ticket to the station ticket office for payment before exiting.

Once you have a Gold Card, just ensure that you keep it topped up with value and you will never need to bother with a paper ticket again.

How to use the train service

Trains are only accessible by tagging into the system at a fare gate using your Gautrain Gold Card. 

Each individual passenger must have their own Gold Card.

Touch your Gold Card to the ticket reader on the fare gate. A green light and a beep will indicate validation and the glass barrier will open allowing you to proceed.

Only one person at a time may pass through the fare gate: moms and dads please help your little ones to understand this. If they do not validate their gold cards properly by tagging in, the system will not register their entry and will later refuse to let them out. Also, the fare gate will start to close if they have not tagged through correctly – do not let them run or dawdle through as they may get hurt.

Now you're safely on the platform; check-out the electronic displays for train arrival times. Don't go too near the edge and do be aware of your personal belongings.

Once you've arrived at your destination station, please proceed to the fare gates and be sure to tag out. If you fail to tag-out, the system may not register your train journey and you may end up paying the premium parking rate or even a penalty fare. 

HOW TO USE THE BUS SERVICE

Cash is not accepted on the buses so you will need a Gautrain Gold Card to access the buses. One is required per passenger.

Simply touch your gold card to the ticket reader at the entrance of the bus to tag-in. A beep sound will indicate validation and you can proceed.

No tag-out is required from the buses. Please remember to take your goodies with you.

HOW DO I KNOW HOW MUCH TO LOAD ONTO MY GAUTRAIN GOLD CARD?

Your Gautrain Gold Card enables you to load a variety of different journey products, ranging from single trips to 7-day passes and 35-day passes, onto the same card and to re-use this card over and over again. Please click here to access fare information or enquire at any station ticket office or ticket vending machine.

WHAT DO I DO IF I LOSE MY GAUTRAIN GOLD CARD?

Lost or stolen cards can be reported at the nearest Gautrain ticket office. Passengers will be able to register their cards with us where we will be able to blacklist the card to prevent it from being used by anyone else. Please click here to register your card, which you may collect at your convenience at any of our stations.

HOW DOES THE GAUTRAIN FACILITATE DISABLED PASSENGERS?

Gautrain cares for the disabled: wheelchair access is provided to all trains, buses, stations, toilets, lifts, fare gates, ticket offices and ticket vending machines. The Gautrain system also has facilities to assist blind and partially sighted people as well as people who are deaf or hard of hearing.

WHAT TYPE OF TRAIN IS THE GAUTRAIN?

The Gautrain is based on the tried and tested Electrostar train-set already in common service in the UK. In South Africa, they will be formed into four-car sets to carry up to 450 or eight-car sets to carry 900 passengers per train, and will run at up to 160km/h (100mph). Traction power consists of 25kV AC supplied through overhead catenaries.

The fleet will be based at a purpose built maintenance facility located at Midrand, just south of Allandale Road.

IS THE GAUTRAIN SECURE?

With safety and security being central to Gautrain's offering, Bombela's Integrated Safety and Security Programme covers all scenarios of degraded and emergency operation of the system. Bombela has developed a number of important measures to mitigate the risks, including:

Hundreds of CCTV cameras which provide recorded coverage of all stations and trains as well as key locations along the route

24-hour security guard presence in all stations and parking areas

Continuous satellite tracking of all feeder and distributor buses

Secure fencing along the route to prevent unauthorised access and vandalism of critical system assets

WHAT IS THE DIFFERENCE BETWEEN THE AIRPORT SERVICE AND THE COMMUTER SERVICE?

The Gautrain offers two distinct train services: The Airport Service operates exclusively between Sandton and Marlboro stations and OR Tambo International Airport. While the Commuter Service is targeted at general commuters that need to travel between Marlboro, Rhodesfield and Sandton and Park, Rosebank, Sandton, Midrand, Centurion, Pretoria Central and Hatfield stations on a regular basis.

Airport passengers wishing to embark or disembark from the train at any station other than Sandton must first catch a train to Sandton and then change carriages there.

I'VE BEEN CHARGED THE WRONG AMOUNT. WHAT IS THE REFUND PROCESS?

Before claiming for a refund, passengers are advised to check that the claim is not due to a misunderstanding on the part of the passenger regarding correct usage of the system and respective charges that apply. Refund applications should be submitted by filling in an application form available at each station. Refund requests cannot be processed through the call centre or website. Each form is uniquely numbered and progress with the application can be ascertained by emailing This e-mail address is being protected from spambots. You need JavaScript enabled to view it. . Several applications are however slightly more complicated to assess since they require verification against bank statements etc. These do take slightly longer to process and patience is appreciated.

HOW DO I GO ABOUT FINDING AN ITEM I HAVE LOST ON THE GAUTRAIN?

Passengers who lose items on Gautrain premises should report this with the security office at the station. Station Security will then do a check on the Security Analysis System under 'lost and found' items. If found the hand over is done immediately after the object has been identified and following security checks.

ARE THERE FACILITIES TO ACCOMMODATE THE DISABLED?

The Gautrain system has facilities to assist blind and partially sighted people as well as people who are deaf or hard of hearing. Wheelchair access is provided to all trains, 50% of the buses, stations, toilets, lifts, fare gates, ticket offices and vending machines. The system has accessibility features to aid people with difficulties in walking, gripping, reaching or balancing (including non-slip surfaces, handrails and handholds. Blind and partially sighted people are assisted through the consistent use of colour contrasts, clear signage and lighting, non-reflective surfaces, tactile surfaces, audible as well as visual announcements. Deaf and hard of hearing passengers are assisted through visual as well as audible announcements, induction loops and clear signs.

WHAT HAPPENS IF THERE'S AN EMERGENCY?

In an emergency of any sort, trained staff or pre-recorded announcements will issue instructions regarding what to do. Please obey these instructions in a prompt and orderly fashion. 

Emergency drills are regularly conducted in conjunction with the emergency and rescue services of the Tshwane, Ekurhuleni and Johannesburg municipalities.

HOW WILL I KNOW IF A SERVICE IS DISRUPTED?

Service status will be indicated by the following:

Live feed on the home page of this website

Passenger announcements at the stations

Electronic displays and passenger signage at the stations

Live updates from Twitter and Facebook, please sign up

You can also call 0800 GAUTRAIN for service updates.

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