Thank you for your email.
We would like to apologise for the inconvenience caused to you when loading your Gautrain card.
In such cases, you are required to complete a refund application through the following steps:
Please visit the Gautrain website online by linking your Gautrain card on the Gautrain website (https://www.gautrain.co.za/register).
Please follow the steps below to register and use your account:
1. Register and Activate Your Account
- Visit www.gautrain.co.za and register your Gautrain card.
- Once registered, sign in and activate your account.
- You will be prompted to enter the One-Time PIN (OTP) sent to your mobile number. Please note that the OTP is valid for 5 minutes only.
2. Link Your Gautrain Cards
- After activating your account, link your Gautrain transit and payment cards by selecting "Add new card" and completing the required form.
- You can also set your home and work addresses under "My Profile."
- Your account provides an overview of your card balance, pending reloads, purchased products, remaining trips, and expiry date.
Refund
- Navigate to the 'Account options', then select 'Claim management' and click on 'Submit new claim'.
- Proceed to submit a refund claim using your Gautrain card details.
Kindly note that refunds take 7 to 14 working days to be processed.
NB: Once a refund “claim ID” has been received, kindly send an email with the bank statement RefundQueries@bombelaop.co.za, using your claim ID in the subject box.
Failure to send the email will result in the refund being placed on hold until all the necessary documentation has been received.
Refund follow-ups can also be made using the same email address with the claim ID in the subject box.
Your refund will be paid via EFT in your bank account.
Once again, we sincerely apologize for the inconvenience and thank you for bringing this to our attention.
Sincerely
Gautrain