How Metrorail cannot assist their commuters

Criminal activity seems to be the reason behind paid parking at Bellville railway station.

“The parking area at Bellville railway station reached a point where criminal activity became the order of the day,” says Marius Wagener from Prasa Cres.
“Drug peddling and theft created an unsafe environment for the commuting and general public parking at Bellville. Prasa appointed a private operator to manage the parking area, with the objective to create a safe and secure parking facility.”

Commuters making use of the parking were charged R600 per month in April and May. After complaints to Metrorail, this was temporarily halted for due processes to be followed. Commuters have since been charged R10 per hour, R40 per day and R600 per month to make use of the parking.
Metrorail in May said it had no knowledge of paid parking. Last week the rail operator said it is not responsible for communicating to commuters any maintenance and construction related matters, that have an impact on their customers.

Wagener says that those making use of the parking where informed on two occasions of the decision to place the parking under private management and be operated as a paid public facility.
The notice is dated 20th June 2017, but Wagener would not comment if one week is sufficient time for a notice where paying for a service is involved, considering they have been aware of it for atleast three months. 
Wagener did not respond to queries to confirm the different pricing options.
“The parking facility is not used exclusively by train commuters, but also local business and the general public,” says Wagener.
“The operator however does not charge different rates for commuters and general public.

Metrorail could also not provide a list of all stations with paid parking. 
When asked if a commuter willing to pay R20 and make use of the parking for two hours but trains are delayed or cancelled and that commuter arrives four hours later at the parking and now needs to pay R60, if Metrorail is saying it cannot assist its commuters.
Spokesperson, Riana Scott, responded “unfortunately yes. I suppose it is similar to parking at the airport and one’s flight is delayed”.

For transparency, the five questions below were submitted to Wagener on Friday 14 July 2017, to which he has not yet responded: 
1. You mention criminal activity and drug peddling that eventually led to this decision. It is an open secret that drug peddling is taking place at Eikenfontein, Brackenfell, Parow and Vasco and those are just four neighbouring stations to Bellville. It is an open secret that Retreat, Netreg, Khayelitsha, Bonteheuwel, Wittebome have the same problem. Yet there is no paid parking to make the environment safe.
In addition to the above commuters from Kuilsriver have been requesting Prasa repeatedly to ensure safe parking at that station and that has been ignored.
Question: what criteria was followed in making this decision and is it because Prasa Cres has offices and your staff, who make use of the parking had complained about the "unsafe" environment?

2. You mention a private operator was appointed, was there a tender out for this and could you give me the dates and publications this was advertised. Can you also confirm that the operator is not related to any senior Prasa official either at Head Office or in the province?

3. The notice (a) has no contact details to confirm that it is legit and (b) is dated 20 June 2017, meaning you only had one week (5 working days) to hand out such notice.
In addition to the above you admit the implementation was postponed in May to 1 July 2017. If decision was thus made in May to implement 1 July 2017, why did it take you almost two months to issue a notice?

4. You indeed correct that businesses in the area also make use of the parking. Businesses however make use of the parking under the bridge and not directly next to the station and Railway Police, where only commuters and Prasa employees park.

5. You mention that the operator is not charging different rates but would appear as if Prasa is not even aware of what rates is being charged. Can Prasa confirm what are the agreed rates per hour, per day and per month and what reimbursement will there be should trains be delayed because of Prasa?

Metrorail not always to blame

November 2015 will be known as the worst three weeks for Metrorail since the double derailment at the beginning of 2014. Early in November the rail operator announced a section of the Northern Line would be closed for critical maintenance work to be done. 

Ten hours before that section was due to open, I asked - on the WhatsApp group that I have since been removed from – if maintenance work is still on schedule. I was told a section manager is on duty. 

At 9pm I cautioned Metrorail – in the Whatsapp group – that there is no way a normal service would operate that Monday morning and that all possible contingency measures be put in place without any delay.

Sadly and to the biggest inconvenience of thousands of commuters, Metrorail only realised that Monday morning, too late, trains will be delayed. The failure by Metrorail to act sooner and implement better contingency measures led to not only everyone arriving late at work, but many students unable to write their exams.

I wrote to Transport Minister Dipuo Peters stating that the continuous errors are unacceptable. “My email is not a plea to discuss matters in a boardroom but to implement solutions and take action without any delay”. I also asked the minister to request a detailed report and if it shows any wrong doing corrective action being taken. Now this is where I commend the minister for her speedy response and for requesting that report from Prasa. I wish to also apologize to the Prasa Group CEO and Metrorail Regional Manager for changing the agenda of their scheduled meeting.

Thursday 12^th November, Regional Manager, Richard Walker, took two trains with me. Even though he travelled undercover to assess the service for himself, the RM also engaged with commuters. While we both agree it is wrong and dangerous, as a commuter himself he understands why some commuters would keep a train door open. He understands why people smoke on a platform but says Metrorail cannot disobey the law of the country that smoking in public is illegal.

Our second train was delayed by a few minutes and in the ten minutes we were at the station there were no announcements. The Regional Manager called the Acting Customer Service HOD to inform him there are no announcements. He also questioned electronic boards not working, why loud hailers are not used and other issues – some of which have been addressed and solutions implemented, like platform 1 being used at Bellville.

Walker says for some things there are explanations but Metrorail should be honest about the service and not make excuses for it. Communication and customer service is not negotiable; these are things that should be in place. On the train itself we walked through the carriages, with Walker making mental notes since he arrived at the departure station. And to those wondering: yes he bought a ticket at his start station and handed it in at the destination station.

Sadly the rest of the Regional Manager’s management team does not see the importance of them taking a train and engaging with commuters when the service is critical and commuters experience massive delays.

The minister has since received her report and I have been shared some of the content. 

The massive delays the past three weeks is thanks to Transnet who take forever to do maintenance. 

Transnet has not prioritized maintenance work to be done between Paarl and Kraaifontein, repairing vandalism and stolen cables. Have to state though Transnet being centralised is the reason for the delay. One should welcome the maintenance done at Bellville but criticize Transnet for not communicating with Metrorail. 

Had there been better communication between the two SOE’s that Sunday afternoon, things would not have been chaotic the Monday morning.

While Transnet should be held accountable for this month’s chaos, minister Peters and her Public Enterprises counterpart, Lynn Brown, can apply corrective measures. They can do this by approving the transfer of the lines from Bellville to Wellington and Bellville to Strand from Transnet to Metrorail. This will allow Metrorail to not wait on Transnet but do repairs without any delay.

On the interim the solution is what I identified and suggested more than a year ago: better communication to commuters, different Metrorail departments to work together and communicate better and for better communicate to, with and from Transnet. Note the latter should come from Ministerial level and not regional level.

Currently goods trains get preference between Wellington and Bellville and this have on many occasions led to delays of commuter trains when the goods trains fail in section.

Things that neither Metrorail/Prasa nor Transnet will admit though is that money speaks and Transnet will get preference as they generate more income than Prasa – even if every single person in the overcrowded train have a valid ticket.

So what is the solution? Government will have to decide what is more important: freight or people. What should be kept in mind when answering the question is that the thousands of commuters on trains contribute towards the economy and every minute many of us are late, not only do we lose out on income but our employers lose out on production and the economy ultimately suffers.

Metrorail is not always to blame, but Metrorail should take responsibility for their customers and account.

Metrorail's Bellville secret

Overcrowding at Bellville station on a typical winters day, with all exits open and electronic notice boards working.

The secrecy regarding Prasa/Metrorail doesn’t stop with their whole make-over.

It would appear as if majority of staff are in the dark as to just what building is under construction at Bellville. Metrorail, oops Prasa, will move their operational centre (currently on Cape Town station) to Bellville station.

Now one could ask if this move is being done to restore the confidence in the ailing railway service amongst commuters on that line. Taking into account that Metrorail cannot see what is going on, on tracks beyond Stikland and moving the operational centre closer to stations they cannot see, staff and commuters might have more confidence.

Personally I think they are making a big mistake and should rather have spent the money on equipment at the current CMOCC as well as on security – would appear as if like customer service, security is not that important – for commuter’s atleast.

The other issue with Bellville is that the current construction goes against building regulations and I’ve pointed this out to Metrorail, who basically ignored my email.

Currently there is only one subway with one entrance/exit commuters can use.

Should anything happen at Bellville station and there need to be an emergency evacuation; hundreds will not make it, because there’s only one exit. And anyone who has been in that subway in peak-time would understand my statement. (it’s even impossible for me to make a video and add it to this blog)

When raising this issue with the current station manager, she indirectly admitted that it is something Metrorail failed to take note of and raise and I should know construction is not being done by Metrorail.

Now this made me ask her, so you who manage and work at the station everyday could give no input! There is a delay on that answer.

boards at Century City also off.

To make matters worse, electronic boards at the station are out of order, due to the construction work. But typical Metrorail there was no planning for this as there are nowhere on the station a notice apologising for the inconvenience and saying notice boards are not working.

It took Metrorail a month to admit electronic notice boards are out of order.

While I wonder, I also know not the Regional Manager, or any of his HOD’s, the Area Manager or the mentioned station manager has walked on those platforms since construction started. 

If they have, they would have known the seriousness of the situation and had contingency plans in place by now – this is now if one would assume they really care about commuters.