RATP DEV

Please be advised that the penalty fee was applied due to incorrect system usage. Our records show that different payment methods were used to check in and out, which prevents the system from registering a complete journey.  Please see the attached statement of your bank cards.

 

Please be aware that Gautrain uses a check-in and check-out system at the fare gates. Completing the trip requires that you have both transactions: a check-in and a check-out. 

In the event that the missing transaction is not found after three days, the trip is deemed incomplete due to evasion (the missing transaction is deemed non-existent), and an R260 penalty is applied.

As a Gautrain rule, customers must use one payment method for all the transactions. 

If two different devices (card + card/ card + phone/ card + watch/ Phone + watch) are used for the same journey, the system will record half a journey on each device, resulting in an “incomplete” trip and a penalty of R260.00 on each. 

Penalty fees are debited 3 days after the trip was made, which is late banking.

For more information on contactless bank card: https://www.gautrainalerts.co.za/contactless-bank-cards/ 

 

Kindly log onto our Gautrain website https://www.gautrain.co.za/login and create a profile. 

After signing into your profile, kindly add your bank card as “travel card/transit” by following the below steps. 

On the “account” tab which will be on your top right corner:

Afterwards, please click on the ''Account option'' >''Claim management” > “Submit new claim”. 

Submit a refund claim using your bank card number.

The token number of your bank cards:

Token 1: ****

You will receive a “claim ID” that can be used to follow-up on the refund if needed. 

Follow-ups can be made by emailing RefundQueries@bombelaop.co.za, using your claim ID in the subject box. 

Sincerely,

Gautrain