Prasa / Passenger Rail Agency of South Africa
Reviews and Complaints

Yesterday 19/12/2023 I went to your ticket office at Park Station to make a booking reservation for today20/12/2023 they were offline from 11H00 am till they knock off. We were sitting there from 11h00 till 15h00. So one of your Cashiers at the ticket office told us

There's nothing they can do. Ok that's understandable, but how are they going to assist today... cause the train are leaving for Cape Town today. Today were are supposed to travel to Cape Town so how can you assist me, Cause I was there to book but unfortunately you were offline. Is it possible that we can buy a ticket on the train like before? Will hear from you. Here's my contact detail:[protected]

Regard

Gordon Hendricks

Morning

Since the train is driving from strand the trains is lately very late from strand everyday it 10min or 20min late and the train is not driving straight and then need to change in Bellville and the train in Bellville is 9clock to cape Town and if that train leave then there is no trains after it can they fix it due to the train in Bellville don't wait for the other train and then you must pay twice

I am writing this message on behalf of the Muizenberg neighbors who, like me, are living near the Valsbaai Station. Since the new blue trains arrived the volume of the hooting has increased to an unbearable level. These days the hooting starts every morning around 3:30am.

The train drivers sometimes hooting one, two or five times depending on their mood. Sometimes two trains will hoot at each other in a sort of greeting way.

We understand the safety reasons for the hooting but we don't think that the high volume of the hoot is necessary. That level of noise is considered pollution and it is affecting our wellbeing. We all need to work and function during the day and this noise is very disruptive.

Could you please help us to keep our neighbour quiet when we need to sleep?

Good morning as the Wellington train service is suspended via eikefontein to Capetown we only have service at 05:40 and 06:45 which is the malmebury train which is so overloaded at that time for the pass 3 weeks there was a shuttle operating but this week no shuttle operating at 06:20 and this morning an incedent took place on the malmebury train due to over load people are pushing to get space in the train and my colleague was pushed and fell between the train and platform which result that her ankle is broken now is there anyway that prasa will compensate her as she has a valid monthly ticket

Prasa security are violent for no reason.I had to be roughly kicked out of the train because I raised a complain about the way they treat students...The guard used all his power as young as I am, even teard my shirt and pushed me out of a train without considering my safety...As a prasa team teach your guards to deal with their issues...I hope you'll consider my complain.

From 10 February 2023 the community of Labiance, Bellville has been in contact with PRASA to assist them in getting rid of trees next to the railway lines alongside Col Cresswell street in Labiance. The reason for this was that these trees are being used as shelters, as well as shields for criminal activities. As a result the fence is constantly damaged, people sleeping there make a nuisance of themselves, residents staying close by would hear constant fights between them, as well as experiencing bad smells coming from there. The community have eventually cut the trees themselves, thus far, PRASA gave very little assistance. They did not provide the necessary staff, unlock the gate to gain excess, as well as a truck to collect the branches.

There has been an increase in our area of stone throwing across railway lines from Kalksteenfontein over to Mahogany and Netreg street. Can you kindly ensure cutting of bushes in railway line in this area, as they use these bushes to hide. Can you also install those huge vibe walls along this area as this will assist in reducing the kind of behavior portrayed by these willigans. Innocent civilians lives and assets are at risk. These walls are put up on another side of Kalksteenfontein and would definitely put an end to whats happening. Bishop Lavis Police station has also been informed of these incidents occurring regularly. Area along railway line already being used for dumping, now with the stone throwing, my kids can`t play in the yard, I must run to get onto my property in fear of being struck.

Please I need someone to assist here as this matter is getting way out of hand.

I trust this matter will receive your urgent attention.

On November 28, 2022, at 9.10 a.m., the PRASA rail security driver hooted twice, and each hoot was for an extended duration, so as to draw the attention of the Sechaba securities on Steurhof Station and bring the logbook to be filled out by the PRASA driver standing in Prince Road.

The licence number of the vehicle hooting is HK 21 XN GP.

It took many months to resolve this hooting from PRASA drivers, and now it's starting again every day.

Vacant Prasa land in Vine and Castletown Road Wynberg has become a hotbed for illegal squatters and anti social behaviour, the fence has been systematically removed, and its become an eyesore and a huge concern for the neighbours. This is the 2nd time I have reported this, and have received no response. This is not the only issue, individuals have created openings in the fence adjacent to the railway line and are causing havoc in and around the area. Please attend to this issue urgently, as this is your land, and your responsibility.

Poor customer service

I bought a bus ticket on the 11/04/2022only to find out this morning 13/04/2022my bus was not working and when i asked for a refund the attendant gave me attitude im am serious not pleased i had to take a bus im not comfortable with because they didn't want to refund me

Yesterday 8/4/22 as I was alighting from the 16.45 train from Cape Town, a few boys got onto the train without tickets. I reported it to the platform security guard who said she wasn’t willing to put her life in danger preventing them from boarding as they have knives. She is armed with a truncheon which I presume she has been trained to use. The new blue train which I caught at 12.30pm from Muizenberg had guards in every coach and felt very safe. Well done PRASA. Please empower the women and men whom you’ve placed in positions of authority to execute their jobs effectively and bring back law and order to our train services

I need assistance please.

The trains have started hooting every time they enter Kenilworth Station. It is an ungodly noise. Which I think is unnecessary. 

Posted in January 2022

Is there any way that we can stop this noise pollution.

Regards

Craig Carbutt

Between Katlehong station and Kwesine station a wall was build and behind that wall is a dumping place, and Ekurhuleni Municipality refuses to clean up saying behind the wall is Prasa responsibility.
May you please clean the place for us as our young ones are crossing the railway line to go to schools, mainly Primary Schools are on the other side.

I travel using the train from fish hoek to cape town in the morning, and Capetown to fish hoek in the evening. Every day I go home a different time, meaning that I always have to ask the time the train leaves and from which platform . On the 3rd When when I was going home at 18:30 Before buying a ticket I asked what time the next train to fish hoek will depart, and the lady says at 18:45 .So I bought the ticket, only to find out that the train only goes up to retreat. And before getting on the train I confirmed with the ladies at the ticket check-in and they told me the same information but I had to wait till she was finished chatting to her colleague, and even when she answered me she was looking in a different direction and she didn't even acknowledge me.

This is not the first time I'm getting ill treatment from metrorail workers it's like they all don't get training before they start to work .the way they behave treat their customers
It's disgusting, the lady that I think is the supervisor in fish hoek said to me that I must not look like I'm being given [censored] when she is giving me hand sanitizer, I mean is that how you talk to your clients. The fact that metrorail is a monopoly doesn't give the workers a right to give clients incorrect information and not apologize, talk to the train users in a way that is not appropriate. Please train your staff I'm deeply hurt by the way they treat customers and it's been going on for years and instead of the problem getting better its getting worse. And this can only mean that the newly hired people are not being sent to training but they are trained by the existing staff members that's why the service is getting worse.

On the 18/10 at around 06:45, Prasa officials were on the 06:33 train to cape town & were asking commuters for tickets & I did not have a ticket as I didn't have the time to purchase a ticket. I was advised by a Prasa official on Crawford station that I could purchase a ticket on the train from a Prasa official & explain to them that I was running for the train & couldn't purchase a ticket & they would assist but instead I was told by the Prasa officials that I must pay more then the normal ticket price & if I don't, then ill be fined for not having a ticket. I was told by Mr. Anthony Erasmus that the prasa officials on crawford station didn't give me the correct information regarding purchasing a ticket on the train & I was basically intimidated by the officials on the train, which I do find to be unethical & wrong outright. I wasn't given the correct information in the first instance, which I feel isn't my fault & was made to pay unnecessarily as I was advised incorrectly in the first place.

Good day, i took a pic in the week but noted this mess on 9 april 2021 in the late afternoon. To date this morning 15 april 2021 it is the same and worse because it has not been cleaned and more dirt has been added. Besides the stench it is unsage to walk through and breath even though waring a mask. Who is being paid to manage, then manage? Wer is the cleaner?

We rent a house from Prasa located in Olifantsfontein. On the 7th of December our power went out due to stolen cables. It is now 10 days later and we are now being told that power will only be restored some time next year? How are we suppose to continue living with no electricity? They are not even able to tell us when it will be resolved! We have 3 small kids, we are heading towards Christmas and it just seems that no one really cares?
It also cant be that big of an outage because we are only 4 houses without power, are you telling me that you cant make a plan to resolve this?

We have been battling with having made shift houses removed from the railway.
These guys are known to rob people and are known troublemakers in the area. We have asked PRASA to intervene and law enforcement and SAPS Has tried on several occasions but nothing can be done because PRASA needs to remove them.

We have lived in fear of the elements for weeks now and I fear the safety of an older lady that lives alone and her house is right opposite from the tracks. If anything happens to her as a result of this elements I will personally blast social media and Blame PRASA.

We are still in park station waiting for a train that had left yesterday in Queenstown at 21:00 instead of 18:18. The time is 20:36 now the train has not yet arrived in park station @ JHB shosholoza meyl and Prasa they don't care about their passenger life because taxi are getting finished we will be at a risk of being robbed. There is people with diabetic, kids and old people. We as relatives who came to pick them up we are not informed of what is going on as we cannot get hold of our people due low b3 phones. Prasa shosholoza must fall haaa sivile kunini

I'm very hurt and disappointed about the service prassa is running, we were held hostage in a train from Vereeniging to joburg, they pointed a gun at me Infront of my 7years old daughter I can imagine the trauma my child is going through right now, prassa service is very poor no safety at all the train is always late and it's not the first time my daughter experience something like this in a train, she's traumatized and want nothing to do with trains anymore. As a concerned parent and a commuter I plead with prassa to do something about the services we need protections in your trains please I beg.