Thank you for your email.
Kindly note that according to the refund policy we do not refund any active products/cards unless the customer claims for the following reasons:
- No longer using the train – card should be blocked. (Only if the trips are not yet expired, Unused trips will not be refunded.)
- Lost card – card should be blocked. (Only if the trips are not yet expired, Unused trips will not be refunded.)
- Sick leave – Dr’s note is required.
Please note that you can submit your refund request online by registering and linking your Gautrain card on the Gautrain website (https://www.gautrain.co.za/register).
To block your Gautrain card: Go to ‘Account’ then click on ‘Card management’ then click on ‘Block card’
For a Refund: Go to ‘Account’ then click on ‘Claim management’ to then click on Submit new claim ‘to submit your refund.
Follow-ups can be made by emailing RefundQueries@bombelaop.co.za, using your claim ID in the subject box.
NB If claim is due to sick leave.
Once a refund claim ID has been received, kindly send an email with the doctor’s note to RefundQueries@bombelaop.co.za, using your claim ID in the subject box.
Failure to send the email will cause the claim to be placed on hold until all the necessary documentation has been received.
Sincerely
Gautrain