We are pleased to advise that as of Monday 28 September 2020, the Gautrain train service intervals...Read More
For the latest South African information on COVID-19, please visit https://sacoronavirus.co.za/. For global information on the pandemic, visit https://www.who.int/emergencies/diseases/novel-coronavirus-2019.
No, a permit is not required for you to travel on Gautrain.
You must wear a face-mask at all times. Even if you are wearing a face shield you will be required to wear a face mask as well. Please maintain social distancing at stations and onboard trains, buses, and midi-buses. Make sure that you wash your hands with soap and water for at least 20 seconds. If you are unable to wash your hands, use an alcohol-based hand sanitiser.
No, if you are unwell and show symptoms of COVID-19, you should stay at home and not travel. Please contact your health practitioner as soon as possible to book an appointment.
No, if you are waiting for COVID-19 test results, as per World Health Organisation (WHO) guidelines, you are required to self-isolate for 14-days.
Members of staff who test positive for COVID-19 will be required to stay home and to self-isolate for 14 days. Through contact tracing, all individuals who were in close contact with the particular staff member will be identified and required to self-isolate. In addition, we will ensure that the station/train/bus will be chemically decontaminated.
Yes, all standard midi-bus routes will be operated, and midi-buses will be disinfected after each round trip. Midi-buses will not operate over weekends and on public holidays.
The safety and wellbeing of our employees and passengers remain of paramount importance to us. We will not compromise on our health and safety measures and remain committed to do everything possible to help contain and avoid the spread of COVID-19. The following health and safety measures remain in full force and effect:
Yes. The use of face masks is mandatory on Gautrain. All passengers and staff must wear a face mask at all times whilst at stations and whilst onboard trains, buses or midi-buses. We have procured a batch of cloth face masks and will distribute these to customers free of charge. Stock is limited and we ask that passengers come prepared with their own face mask.
Passengers are encouraged to apply social distancing measures at stations and onboard trains, buses and midi-buses. We have applied floor decals at the stations to assist passengers to keep clear distances from other passengers. These are spaced at least one meter apart from each other. Similarly, onboard trains, buses and midi-buses, certain seats have been cordoned off to allow for social distancing. Passengers must remain seated whilst onboard the train.
To minimise the spread of COVID-19, passengers are encouraged to use their Contactless Bank cards to tag in and out of stations, buses and parking included. Alternatively, passengers may reload value and/or Products on their Gautrain cards via the Gautrain App or website.
Yes, random screening of passengers will be conducted at stations in collaboration with the Department of Health field workers.
The Gautrain Customer Care team be working remotely during the lockdown and will therefore remain available to assist passengers with queries. Our LiveChat platform, as well as, social media pages will also remain active and will be attended to by our Customer Care team. Here are our contact details:
Yes. Our Refunds Team will be working remotely during the lockdown period and will therefore be able to process refunds during this time.
Passengers who have purchased a Weekly or Monthly Product and have been unable to fully utilise it due to the outbreak of COVID-19, may submit an online refund claim. They will receive a full refund on all unused trips on the Weekly/Monthly Product. No admin fee will apply nor will passengers be required to provide any supporting documentation when making a refund claim.
Whilst Product refunds are typically only processed once the Product has expired, we understand that passengers may require their refund sooner than the expiry date. In these cases, we advise passengers to block their Gautrain card online before submitting their online claim. Online refunds are likely to take between three (3) and five (5) business days to be processed.
No. Gautrain Cards expire three (3) years from the date of last use.