Johannesburg – A protest erupted outside the Metrobus offices near Gandhi Square on Monday as frustrated commuters voiced their discontent over the new fare system being introduced by the city-run transport service.
Growing Frustration Over Tap-In, Tap-Out System
Dozens of daily passengers gathered in protest, handing over a memorandum to Metrobus officials to highlight their dissatisfaction with the newly launched tap-in, tap-out payment system. This system calculates fares based on the distance travelled, replacing the current flat-rate cashless payment model.
Thembisile Tshabalala, a regular Metrobus user, expressed disappointment with the constant changes. “They just introduced cashless not too long ago, and now they want us to use this kilometre-based tap-in, tap-out system. What we really need is the return of the transfer ticket—not this new system.”
Service Quality Also Under Fire
Beyond the fare system, commuters raised serious concerns about overcrowding and general service quality. “Sometimes the buses are so full that the driver can’t even see the side mirrors,” Tshabalala added. “We depend on Metrobus, and all we’re asking is for better service.”
Many commuters said they have been sending emails to Metrobus about their concerns for months, but little to no action has been taken.
Financial Concerns Raised by Passengers
Christina Mthombeni, another regular passenger, warned that the new system would burden low-income commuters. “This new tap system will cost us more. It’s almost like Uber, but Uber can even be cheaper at times. We don’t earn enough to afford this kind of fare structure.”
Mthombeni said that if the new system is not reconsidered, many commuters may stop using Metrobus altogether.
Metrobus Responds to the Backlash
Metrobus, however, is standing firm. Spokesperson Tshepo Nathan said that the rollout of the new system is moving forward. “The majority of our commuters have adopted the new system and are registering,” Nathan told The Citizen. “They recognise the value of paying for the distance they travel.”
Despite the pushback, Metrobus says it will continue to engage with dissatisfied customers to address their grievances, though there are currently no plans to delay or halt the implementation of the tap-in, tap-out model.
What This Means for Commuters
Metrobus users can expect continued changes as the company modernises its payment structure. However, with rising tensions and growing resistance, whether these changes will bring greater efficiency or further alienate commuters remains to be seen.
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