Train delays: tap into Metrorail’s info services
IN RESPONSE to the Member of the Western Cape provincial parliament, Ricardo Mackenzie’s letter, “Frustration of train delays” (Cape Argus, September 27) we thank him for his candid feedback and acknowledge our aged infrastructure has failed to keep up with the demand of modern commuters.
In the absence of on-board announcement facilities and electronic timetables at all stations, we attempt to serve all commuters by utilising every passenger information channel available to us. These include:
Transport for Cape Town’s toll-free service 0800 65 64 63 (available 24/7 in three regional languages).
A mobile app, www.gometroapp.com (with Email My Boss feature) for smart and feature phones.
A text alert service (register at any station or request to be loaded to receive service status SMSes for your train via transport.info@capetown.gov.za)
Electronic notice boards at upgraded stations.
Social media platforms (Twitter (@CapeTownTrains), Facebook CapeMetrorail, blog http://capetowntrains.freeblog.site).
Centralised automated announcements (linked to the automated train scheduling system).
Local station announcements, augmented by the use of loud-hailers at stations.
A custom publication (available free of charge weekly at all stations) publishes planned maintenance schedules and explanatory articles about service issues.
We will ensure the Customer Services Manager (CSM) responsible for his service corridor contacts Mr Mackenzie to ensure he receives service information.
Many CSMs have their own WhatsApp groups to alert customers to service deviations.
We encourage commuters to log their service concerns with ctcomplaints@metrorail. co.za. As part of Prasa’s modernisation programme, electronic timetables are being rolled out to all stations through the Integrated Station Access Management System, and all new rolling stock will have on-board communication.
Until the Western Cape region reaps the benefits of modernisation, we encourage civil society, train users, public transport authorities, law enforcement agencies, organised business and labour and all other interested and affected parties to spread the message that an essential rail service must be considered sacrosanct to prevent the disastrous consequences of last week’s protest action.
The railway system cannot continue to be the scapegoat for service protests. No entity subjected to the extent and frequency of damage by vandals will be able to sustain acceptable service levels.
To simply demand more security will exacerbate the financial burden of a social service funded by a modest government subsidy and affordable fares. The region must ensure an operationally SAFE service; the constant vandalism and attacks on the system unnecessarily erode budgets and rob deserving commuters of a reliable service.