Metrorail's Year of Chaos

We host one of the Seven Wonders of the World and this year Cape Town was also the World Design Capital, unfortunately two days after the annual Cape Town Carnival, thousands were stranded and frustrated when trains were delayed by more than an hour.

The mess took place because a train derailed, a week after Transport minister, Dipuo Peters, took a train and engaged with commuters.

Back in March I wrote that Monday 17 March is probably a day Metrorail staff and commuters would not like to see be repeated – unfortunately it was.

On numerous occasions I’ve said that with our old infrastructure and stock, we will probably see more delays and who really knows when the new trains will be operational.

Metrorail’s year in a nutshell can only be described as chaos. The only good story would possible be GoMetro (which is not operated by Metrorail) and then there’s the Twitter handle @CapeTownTrains.

Metrorail’s overall communication though was not up to standard, definitely something a commuter should not count on (I’m trying not to use the words incompetent). The fact that their website had a slow death is not helping them either. Besides the lack of communication, there’s also a lack of senior staff when all hell breaks loose…

I was privileged enough to visit Metrorail’s Operational Centre, I also build extremely good relationships with Metrorail staff and was even described by Transport Minister, Dipuo Peters’ as Metrorail’s number one critic (and I haven’t failed at doing that).

Despite their Year of Chaos, senior Metrorail staff still fails to understand the frustration of commuters when trains are delayed. This statement I make because not once when trains were delayed for more than 30minutes, did any senior manager of Metrorail/Prasa take a train with commuters.

EMPTY PROMISES

On Tuesday 25^th March, former Regional Manager Mthura Swartz announced safety critical interventions. There were no time frames and deadlines and the four months added later, was clearly missed. Other measures announced:

• Metrorail in a way stabilized the railway network, but was hit by cable theft and their response: we apologise for the inconvenience.
• The commuter I am, expected atleast better customer service and communication, I’m still waiting on that.
• A second train for Worcester was also announced, and we still waiting on that empty promise.
• Their sms system was revived, and I can actually understand why it had a slow death – it’s more delayed than trains.
• The Twitter handle has moved from updating every 20 to 30 minutes to more frequently and even engage with commuters (atleast something Metrorail can be proud of).
• Despite recommending that the MyLine be used more proactive, it is now being advertised and handed out. I still feel it is a waste of money.

Metrorail’s problem is not having an integrated policy/strategy for their departments and a Customer Services and Communication sections in it. This I told them in April.

I also shared with them not to complicate things and give certain technical information with illustrations and images. There’s slow progress with this though.

I also advised Metrorail to be more honest with commuters and there’s even progress with this.

FREE WI-FI

In June free Wi-Fi at Cape Town station was promised and I welcomed this by saying Metrorail cannot promise a reliable service in 2014, they could promise better communication and customer service and give the Wi-Fi as some sort of compensation.

As we know better communication, customer service and Wi-Fi are all delayed with the trains.

Cables were installed and there’s actually Wi-Fi on Cape Town station, but due to some issues and Metrorail’s forever red tape, this is not announced.

Wi-Fi is not and can never be a substitute for the poor service, Metrorail should be applauded for the initiative though – that’s once they decide to implement it

Despite Metrorail’s missed opportunity, Metrorail’s delay, Lack of Communication, empty WiFi promise, they do have a good story to tell, their RailTourism train.

While I might have lost hope in some senior staff, it is Metrorail’s good story and my continuous interaction with senior Metrorail staff that I still have hope.