“We Want Better”: Metrobus Commuters Protest Tap-In System Over Costs and Service Concerns

Tension on the Tarmac: Joburg Commuters Say No to Metrobus’ Tap-In System

A wave of frustration rippled through Gandhi Square on Monday as a group of Johannesburg commuters took their grievances directly to Metrobus headquarters, protesting the rollout of the new tap-in, tap-out payment system.

Armed with placards, a memorandum, and years of built-up frustration, daily passengers made it clear: they want reliable public transport, not another financial burden.

“This Is Not What We Asked For” ,Commuters Speak Out

Thembisile Tshabalala, who relies on Metrobus daily, didn’t mince her words:

“Not so long ago, they introduced a cashless system. Now they want a tap-in, tap-out setup that charges by kilometre. What we want is transfers, not another pricing model that punishes loyal users.”

This new system, introduced under the banner of efficiency, means passengers will now be charged per kilometre, a move that has drawn comparisons to e-hailing services like Uber, but without the flexibility or comfort.

Christina Mthombeni, another long-time commuter, fears the financial impact:

“This is going to hit our pockets. Uber might even be cheaper now. We’ve supported Metrobus for years ,and this is how they repay us? We won’t use these buses if they carry on like this.”

Packed Buses, Ignored Emails and Growing Resentment

Beyond the cost concerns, protesters raised long-standing complaints about overcrowded buses and poor service delivery. Some said they’ve sent emails for years with no reply.

“The buses are so full that the driver can’t even see the mirror. We are not asking for much. Just safer, more affordable, more responsive transport,” added Tshabalala.

Metrobus Stands Firm, Says Most Are Onboard

Despite the demonstrations, Metrobus spokesperson Tshepo Nathan told The Citizen that the transition is moving ahead.

“A majority of our commuters have actually taken up this system and are registering. They see the value of paying for the services they are consuming.”

Nathan added that the company would continue to engage dissatisfied commuters but stopped short of promising any rollback.

A Failure to Listen or a Growing Pains Moment?

This isn’t just a dispute over a payment method, it’s a reflection of growing inequality in urban transport. In a city where the working class heavily relies on public buses to get to work, every rand matters, and so does every delay or miscommunication.

While digitisation and modernisation are necessary, the protest at Gandhi Square is a reminder: no innovation should come at the cost of inclusion or dignity.

Commuters hope their memorandum will spark real dialogue with Metrobus. For now, tensions remain high, and whether Metrobus adjusts its approach or commuters find alternatives remains to be seen.

{Source: The Citizen}

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