Where is Prasa’s customer service?

Ernest Bew, Plumstead

I am 74 years old later this month and I caught a Metrorail train to Cape Town on Tuesday June 4, as it was raining heavily and I wanted to avoid traffic congestion.

I decided to go on a Tuesday, as I read on the internet that Tuesdays are free for pensioners. However this is not so anymore, and I had to pay the full price, which, in effect, was a minimal amount and value for money.

The new train is wonderful. I last used rail transport, also on a Tuesday (free, then) to go and fetch my unemployment after I had retired in 2015.

What a difference. The new train is great: clean, air-conditioned, no windows open (a safety feature), free flow carriages with security just about in every carriage, the doors won’t close if anyone is hanging out, and intercom announcements in the train let you know which station you’re at.

This is a big difference from the dangerous carriages of nine years ago with thugs marching through the carriages eyeing all and sundry.

However, this was all brought down by the return journey.

After alighting at Plumstead station, there was no way to get off of the platform as the subway was under water. So, there I stood with a load of people trying to find a way to get off of the platform.

Eventually, after being told by a security guard to go to the end of the platform, at the Wynberg end, I was able to climb down, cross the railway line, climb up onto the opposite platform and leave by the front entrance to the station.

So, here we are, a pregnant women, old women, old men (myself included) trying to climb down. What a joke! Do you know how high a platform is from the ground for a nearly 74-year-old man?

The railway staff had a lackadaisical manner, not taking it upon themselves to assist in any way for the safety of their passengers.

All the subways at the station and even the one at the top of Tiverton Road, were at least ankle deep with water.

Any subway, road to road, is the property of the City of Cape Town, but the one at the station is Passenger Raily Agency of South Africa’s responsibility.

Methinks that even a couple of rows of the larger cement bricks would have done the trick and saved us from putting our lives at risk.

This is by no means a new thing, as for years now during the winter months when I was running I could not use the subways for access to the other side of Plumstead.

Where is Prasa’s customer service?

• Prasa spokesperson Zinobulali Mihi responds:

Prasa no longer has free day passes for pensioners. However, we have off-peak discounted fares of up to 50%. These include school pupils who travel throughout the day on a 40% discount; pensioners pay 50% off during off-peak hours daily.

The subway was flooded due to last week’s heavy rains.

The complainant has been contacted to explain our standard operating procedure in dealing with senior citizens on our trains. The customer appreciated the call and the issue was resolved amicably.