Thank you for your email.
 
We sincerely apologize for the inconvenience caused.
 
Kindly note that our priority is always to ensure the safety of our passengers and staff. To that end, certain safety protocols are automatically activated during service disruptions.
 
During the incident, live announcements were made at all stations to inform passengers of the delay. In addition, platform TVs and concourse touchscreen PODs were activated across all stations to alert customers that their journey times would be affected.

Please accept our sincere apologies for not sending SMS notifications to advise customers of the train delays. We understand the inconvenience this may have caused and would like to assure you that we are treating this matter with urgency.
 
We fully understand the frustration, inconvenience, and discomfort experienced by our passengers during such interruptions. We are committed to minimizing disruptions in the future.
 
Once again, we apologize for the inconvenience caused and thank you for your continued support.
 
Sincerely,
Gautrain