In full compliance with this announcement by the Minister of Transport, Gautrain services (trains, buses, and midi-buses) will be suspended from midnight on Thursday, 26 March 2020.
During the national lockdown, additional security measures will be implemented to protect the Gautrain infrastructure. The tracks will remain powered during the lockdown period and security will continue to patrol and monitor the alignment. From time to time, trains may be observed on the East-West and North-South lines. These trains will not be transporting passengers but rather operating for essential maintenance purposes.
Vehicles at Gautrain Parking
Persons defined as essential services personnel by the President will be permitted to remove their vehicles from Gautrain stations during the lockdown period, with prior arrangement being made. We urge these persons to contact our Customer Care centre on 0800 42887246 and to advise at which station their vehicle is parked, as well as the date and time when the vehicle is to be fetched. We will then make a special arrangement for the particular station to be open for the vehicle to be removed.
Passengers who are not employed by essential services, as defined by the President, must abide by the regulations of the lockdown and will therefore not be permitted to remove their vehicles from Gautrain stations during the lockdown. These vehicles will remain locked at the Gautrain station for the duration of the lockdown and we recommend passengers to accordingly inform their insurers.
Parking charges for the duration of the lockdown will be waived and passengers will therefore not be required to pay for parking between Friday, 27 March 2020 and Thursday, 16 April 2020.
Refunds of Weekly and Monthly Products
If you have purchased a Weekly or Monthly Product and have been unable to fully utilise it due to the outbreak of COVID-19, please submit an online refund claim. You will receive a full refund on all unused trips on the Weekly/Monthly Product. No admin fee will apply nor will you be required to provide any supporting documentation when making the claim. Whilst Product refunds are typically only processed once the Product has expired, we understand that you may require your refund sooner than the expiry date. In this case, please block your Gautrain card online before submitting your claim. Online refunds are likely to take between three (3) and five (5) business days to be processed.
Since Gautrain cards will be blocked (either by yourself online or by our Refunds Team), you will be reimbursed an additional amount of R17 to enable you to purchase a new Gautrain card once Gautrain services resume.
Please rest assured that our Refunds Team will be working remotely during the lockdown period and will therefore be able to process refunds received during this time.
Our Customer Care team will also be working remotely and remains available to assist you with any queries that you may have during the lockdown period. Our LiveChat platform, as well as, social media pages will also remain active and will be attended to by our Customer Care team.
Please keep safe in these times, abide by the regulations of the lockdown and let us join virtual hands as a nation to end this pandemic in our beautiful country, and the world at large.
We wish to use this opportunity to sincerely thank each and every person who will be working in essential services during the lockdown to help keep our country afloat during these trying times. We salute you!
For service queries, please contact our Customer Care Centre on 0800 428 87246 (0800 GAUTRAIN) or use the LiveChat feature on the Contact Us Page on our website. Customer Care Centre agents are available daily from 05h30 to 20h00.