Metrorail's Good Story

Metrorail has become synonyms with unreliable-, miscommunication and incompetent service and the slogan, getting South Africa to work has become getting South Africa to work late or Not getting South Africa to work.

The railway service however has a good story to tell, sadly one they choose not to, or even to focus on. Not surprising though, as they do refuse to take responsibility – and again proof, they even refuse to accept responsibility for something good.

For more than a year now I’ve been invited to join Metrorail’s Rail Tourism aka Tourism Train on one of their visits and unfortunately every time something popped up. I was blessed to join the team on World Tourism Day (this was not planned) on their outing to Simons Town.

To summarize the trip:

We left about 10 minutes later than scheduled – due to speed restrictions at Cape Town and our train stopped four times along the route. Now because it’s a tourism train, you don’t get frustrated that you’ll be delayed, you rather enjoy the scenic view.

A few things caught my attention during this trip:

- Staff onboard was friendly and always ready to assist. They made you feel they one of your friends was the observation by one of the people that was on the train.

- Staff not only traveled with because it’s their job but they are competent. They are well informed and know the area they traveling in. In their tours they added a personal touch – something that makes you appreciate what they sharing with you.

- The South African Naval Museum and submarine at Navy Base that we toured are not government funded aka supported by government and it is so ironic as Rail Tourism (my conclusion) is not supported by Metrorail big bosses – support is more than just giving a few funds.

- The team also aim to build a relationship with the visitors.

My negative comments:

+ There’s not refuse bags in the train – 80 to 90% of visitors had coffee or a snack with them when they got in and had to wait until we got off at Simons Town...

+ While Metrorail gets mentioned, no real marketing about Metrorail is done to encourage the visitors to make use of the railway service.

+ There were kids onboard and I couldn’t help but wonder, what if they had to injure themselves – is there a first aid kit onboard?

I really enjoyed the train trip and not only the scenery but the information shared at the sites we stopped at.

The Tourism Train was an idea in 2010 and started out as a small project but became a reality in 2011 and it is really tragic that Metrorail’s big bosses don’t focus on their good story.

The Tourism Train in Cape Town, is the only of it is kind in South Africa and what makes this a bigger tragedy is that the two people who can drive telling the good story was there when the initiative was born: Current Regional Manager was Customer Services Manager in 2010 and the Communications HOD is still in the same position 4 years later.

Metrorail can change their own ‘dark’ image, if only their HODs would focus on the company and telling the good story, instead of shifting blame and refusing to accept responsibility.

Metrorail’s HODs, area managers and especially customer services staff can learn a lot from the Tourism team – from how to engage with customers to communication.

The Tourism Train has only been a success the past four years and when Daphne, Keith and team are not with visitors on their way to Simons Town, they off to Khayelitsha to the departmentof Coffee or touring wine farms in Stellenbosch – they hosting school kids, showing them why Cape Town is host to one of the seven wonders of the world and crowned best destination in Africa at the World Tourism Awards.

Ps: Special thanks to Daphne, Keith, Debbie, Joseph and the twins Sibusiso and Sifiso – you guys were awesome. Someone once told me those around you don’t usual see and acknowledge what you do and what impact you have – but others do. I’m one of those others, who appreciate the extra effort you put into making (rail) tourism a success.