Dear Mr Masanja Kungu Kadogosa,
My name is Kiiya Joel Kiiya, and I recently embarked on a much-anticipated journey with my family on the new SGR service from Dar es Salaam to Morogoro. While our trip was part of a joyful holiday plan, it also provided an opportunity to experience firsthand the service that has been heralded as a transformative leap in Tanzania’s transportation system.
As taxpayers who contribute to funding this public service, we have a vested interest in its success. I must commend the innovation behind the seamless online ticketing process; however, several aspects of the journey raised significant concerns, particularly around the treatment of passengers and the transparency of service policies.
The booking process was efficient, with timely reminders and multiple payment options, reflecting the strides TRC is making in leveraging technology. However, the travel experience itself left much to be desired, starting with the behaviour of the station staff.
The interaction with guards, railway police officers, and the scan machine operator was marked by a noticeable lack of basic customer service. Their rudeness and dismissive attitudes made it clear that in our public institutions, the culture of treating all human beings with dignity and respect is still alarmingly rare unless you are perceived as a ‘big’ government official.
This is particularly troubling in a publicly funded service, where every taxpayer, regardless of their status, deserves to be treated with fairness and professionalism.
READ MORE: US, EU-Backed Lobito Corridor: A Challenger to Tanzania’s SGR Rail, Port Ambitions?
Moreover, the unexpected prohibition of bringing outside food or beverages, including water, was another disappointment. This rule, not communicated on the TRC website, was a thinly veiled attempt to push sales of on-board refreshments.
This approach is especially disheartening given that we were travelling in the business class, where one would expect a higher level of service, including complimentary refreshments. For a premium service, it is only reasonable to include the cost of basic amenities such as water and snacks in the ticket price.
Such an adjustment would enhance the overall travel experience and justify the higher cost of business-class tickets.
Furthermore, passengers should be informed well in advance if there are restrictions on bringing personal refreshments on board. Transparency in these policies would prevent the frustration of discovering them too late and allow passengers to plan their journeys better.
I strongly urge TRC to reflect on the broader implications of these service shortcomings. Public transportation is not just about getting from one place to another; it is about creating a positive and dignified experience for all citizens, especially those who fund these services through taxes.
I hope TRC will consider revising its service approach to ensure that every passenger is treated respectfully and that the service truly reflects the spirit of public ownership and accountability.
Sincerely,
Kiiya Joel Kiiya.
The author is the founder and chief executive of C-Sema. He can be reached at kiiya.jk@sematanzania.org or on X as @KiiyaJK. The opinions expressed here are the writer’s own and do not necessarily reflect those of The Chanzo. If you are interested in publishing in this space, please contact our editors at editor@thechanzo.com.
92 Responses
Another thing is on the issue of the train that leaves In Dar es salaam at 09.30am, Passengers are forced to be fast to board while the train arrives almost 09.10am where by the announcement to board is done 5 minutes to the departure time…this is very unprofessional as passengers are forced to run in order to align with the departure time.
On the issue of Customer care is a country’s sickness. I would suggest to borrow some young people from Philippines for at least a year, then we proceed with ours after seeing them. We are like half humans!
One has to be a top government official or MP to get good customer services. If not, pole sana
I strongly agree and second this letter to the TRC DG – Director Kadogosa. I also agree with one of colleague’s comment that “the customer care of the public institutions in our country is at ICU”.
Staff/Service providers in PIs regard themselves as the government itself, they will treat you the way they feel like believing that you can’t do nothing about it and you’ve got no where to go. If you’re not a “Big guy” then you are just a “trush”.
There’s a need for us to change, we are not an Island, we have the world with us here everyday. We can be better than this, we can do better than this.
We can advise how to do it better, set the tone at the top and let it flow down to the Streams.
I submit.
Go to London and try catching a scheduled 2.30 Manchester trains if it will be any different….you know when trains leave so you better be there timely and stop being petty….
Trains can’t wait for any one
Read properly. He said the train arrived late and boarding announcement was 5 minutes before departure time.
Thank you so much for writing this letter. I do concur with all that you have said in the letter. I was planning to write one myself.
As I write this comment, I am in Morogoro with a train ticket in for my journey back to Dar es Salaam tomorrow. It’s unfortunate that I had to choose not to buy a one-litre bottle of honey for fear of leaving it at the hands of greedy and mean inspectors at the train station!
A colleague of mine told me that he had to leave behind his box of juice at the train station after it was discovered inside his bag. For what!?
I think the concern mentioned was the arrival of train at 9:10 while the departure is supposed to be 9:30….it dont give enough time for passengers to board.
I think about arriving and leave time, it’s more than enough. Japan is even shorter time than that. The problem here people are always late. You should be there and get ready when the train arrive or even before it arrives, not to be there just before leaving time
I think we can improve our service vide compared to our fellow. Our plan can be better or best than others ,the logic of complaining is to solve our problems which can be solved / seen even without microscope.
By Carlos Muhuga
I am saddened by the absence of a waiting lounge and toilets for people who went to receive and be escorted, especially Dodoma station
We ought to be that active.
Thank you for your message.
The waitress take too long to respond bringing in the order! You order coke and you nearly finish the journey to get yourself served!
Your very true
Actually the Tanzanian SGR wagons are better than Kenyan one. But Kenya has the best in Public Relations. Tanzanians should swallow their pride and benchmark in Kenya for customer care services
That’s not true even in Kenya is the same problem with customer service and in ticketing we are facing the same.
May be we should seek help from
Neighbor
Kenyans
Shame on us,
I remember the shame we had with private airline operated by Mr Dialo
The poor English spoken by cabin crew
True say.
Umemaliza
Thanks brother Kiiya Joel for your well placed comment on SGR services. I’m generally satisfied with the operations, only with a caution that, you continue improving. I want to suggest on expanding the Ticketing office. You have big stations like Dar, Morogoro and Dodoma; why can’t you open up a ticket office at Morogoro town centre? That would help those who have no access to internet gadgets. That would also lessen the burden, ticket office overload at single ticket office at larger station like Morogoro.
My friend who accompanied with me, his home made food packets not meant to be eaten in the train but carried for family members gift were not allowed. Strange how 5 pkts of same item one can consume in a one and half ride from morogoro to dar
He had to arrange a relative to come at station and collect back. Very disgusting
It’s just a highest level of stupidity of our very own people
I am saddened by the absence of a seating area and toilets for people who went to receive and escort, especially Dodoma station
Ni kweli kabisa ndugu yangu Kiiya.
Siku hizi taasisi za serikali zikijua na kujifunza kitu kinaitwa “CUSTOMER CARE” itakua ni ukombozi wa hali juu.
TRC wasiporekebisha hili, muda si mrefu tutaanza kuona treni ipo lakini watu wana opt kutumia mabasi.
Na sio kurekebisha tu, bali kurekebisha na ku maintain status( Usafi na Customer care)
Kuna wakatisha tiketi utafikiri hawajasoma yaani unamtajia jina lako vizuri anachoandika sasa unabaki kucheka,just imagine mtu anashindwa kuandika Christopher anaandika CRISTHOFA huyu yupo Dar Station, TRC mnasafari ndefu msipoangalia mtaifanya sgr ionekane ya kizamani. Badilikeni.
Kuhusu kuandika Jina hili tatizo lipo kila sehemu Unampa muhusika Kitambulisho chako ili a copy pia anakosea anaadika anavojuwa yeye
Uwezekano ni kwamba recruitment haikuwa merit based, waliajiriwa kwa kujuana.
Da ni aibu! Huduma ni mbovu,
1. Waiting lounge ipanuliwe
2. Air conditioner ziongezwe au ziongezwe nguvu
3. Vyoo ni hazard na hazitoshi
4. Business class wawe na lounge yao hata kama kuongeza gharama kidogo, mbona azam Marine ameweza?
5. Escalator seed zipunguzwe ni risk, speed zake zipo juu sana.
6. Vita vya wasafiri ni vichache sana, mtu ufike usuburi masaa 2 umesimama ni changamoto kubwa.
True say kusimama masaa mawili not good
Hawa wanao andika chrihopha ni kina ” kamlete”
As well, I commend the efforts and the achievement so far. Mine is when it come to safety issues let the cabin staff respond to the situation as soon as possible. Also please do open the doors immediately when there is power breakout. It is frustrating to keep such a big number of passanger without fresh air for even a minute.
Very well said, the same happened to the train enrouted to Dodoma at 6.00am on Wednesday 07/08/2024 not only were we not allowed to carry water, snacks etc., but the food and water we ordered was not delivered. It’s very terrible
Yes it is true
Dear fellow Tanzanians, we will benefit a lot by being professional in our customer care service. We seem to have this problem almost everywhere including airports. It is for our own good to learn from others. Nice uniforms, well dressed are not enough and not even the end in itself. Most probably the challenge is due to the fact that unprofessional people get into such services through the means they know themselves. Hence, they are not proud of making a customer feel comfortable, they are not proud of the nation. It is unfortunate. Let’s hope such remarks will help.is to improve.
To add on that, even a package of only 150/300gms of cashew nuts they are not allowed and the worse enough those Suma JKT are taking it. Why
Tatizo ni kwamba tunafanya vitu Kwa mhemuko. Yawezekana hata hao wanaokagua passengers wamepewa kazi na siyo kuitafuta. Hivo nani atafanya nini? Pia kuingia na refreshments ndogo ndogo mbona ni issue ndogo sana!! Nimeshapanda hizo train Munich Tena bomba kinoma lakini sijazuiliwa kuwa na maji, wajifunze. HAka ni aina tu ya ushamba. Train hii si luxury but ni nzuri kulinganisha na tulikotoka
Level za ustaarabu zinatofautiana..thought the same at first but knowing our people, they might as well
Trc you have to have much knowledge on running this SGR train
Kuhusu wasafiri kubeba maji biscuit nk ,ni vyema tusiruhusu ,Watanzania wengi sio wastaarabu baada muda mfupi train litachafuka ,kwanza train Lina tumia muda mfupi kufika morogoro .maji na snacks zikatazwe kabisa mpaka Kwa mgonjwa tu
Let’s look at the seating arrangements at the waiting area. You can expect a senior citizen to stand at the waiting area for more than an hour.
Hello, Kiiya Joel Kiiya!
I commend you for the candid feedback, which I trust TRC management is taking all such positively. In my opinion, the test run period was too short to collect sufficient feedback.
I am not sure if TRC had a specific program to public awareness that would have served to inform us about general guiding principles for the SGR operations with dos and donts. The programme would have served to inform the general public and in return manage overexpectations.
All in all let’s join hands to engage constructively as we nature this transformative move on the public transport space.
Naungana nawe lakini printed tickets can have the do and donts,ticketing system also can have notifications ninmuhimu kuliko embarassment mteja anayoipata kutoka kwa muhudumu asiye na mafunzo ya customer care ambaye yuko pale kusubiri kukusanya snaks and drinks ili asave
Umesema kweli wahudumu wa treni wapo kwaa jili ya kuja kukuuliza unakula nini ? Ila sio mambo mengine .
Wanatukataza kusafiri na snacks huku wao wanauza korosho zao z elfu nne .
I guess this complements well Kiiya’s piece of writing. It was through that broad based public awareness program that the parties would have come to a common understanding on what are the do’s and the dont’s on the newly state of the art public transport. Given the new and unprecedented experience, there must be issues on either sides for further improving the SGR experience with much more to do on the TRC as it owns the upper hand on this equation. It is thus worthy for the parties involved to positively and optimisticly take on the feed back provided and do the needful!
I have been impressed by Kiiya’s opinion to the DG Hon.Kadogosa. customer service orientation need to be enhanced. SGR is new to us of course, but having prior experience in Tokyo Japan in 2005, and Birmingham UK 2007, almost 19 and 17 years ago, TRC must have had learned a lot on how to run SGR to its Maximum satisfaction level to Tanzanians. How come that 2 loaves of bread, a bottle of Drinking Water, are not allowed into the Train, this is.intolerable. Hope some un necessary restrictions are going to be scrapped off. Thank you.
I can guarantee customer dissatisfaction will be a norm with the SGR and even much worse if services are already horrible at the start when everything is new.
The only solution is to privatize the SGR operation to foreigners the soonest possible to avoid parking the locomotives in the manner it’s been with the BRT buses.
Customer care problem in Tanzania is a mixture of poor governance and naivety and there’s a long way to go before we’re anywhere.
As for now let’s pray that accidents will not happen and that the State House stop running public infrastructures and businesses such as ATCL, BRT. and SGR.
TRC should introduce buffet car where travellers can have services without any disturbance on other passengers.
Tanzanians are not socially oriented to carry out bites.TRC should maintain the ban for cleanliness of the wagons.
Wacha dharau bwana. Mbona kujlna mabasi mengi wamemudu kudhibiti uchafu iweje ishindikane? Tabia hujengwa
Thank you to the author of this content. TRC should look into the guards by the entry point into the station. Dodoma unapita kwenye scanner kubwa unakuwa scanned whole body only to be rescanned by the guards na hand scanner. Ukiuliza why wanasema maelekezo. Yaani dah. What is the essence? Hawa walinzi yaani wanafata maelekezo tu bila kujua nini wanafanya.
We were traveling from Dar-Morogoro, Morogoro- Dodoma and they confiscated our 6kg cashew nuts that were in our luggage at Morogoro that we bought as gift for our friends and family in Arusha.
The staff as you mentioned were extremely rude and had no justification what so ever. On the other hand they allowed us to carry our take away packed lunch!
They told us to go back to Morogoro if we wanted our cashew nuts. Looks more like a loot than a confiscation to me.
Kuna watu wana shida ya kisukari wanakuwa wanapata kiu mara kwa mara, hawa wanawasaidiaje???
Once they let people carry their own refreshment,(nawajua watz). Boiled eggs,groundnuts,senene, corn,mahindi ya kuchoma, fish etc.you can imagine because everyone has their own definition of refreshment!!
1. Sub-contract ticketing, customer handling, security and onboard and offboard services;
2. Arrange ATM services at major stations;
3. Kindly provide contacts of a person to handle passengers grievances while on board.
4. Take precautions, rude behaviour of responsible TRC staff..security staff(police and SUMA JKT staff) and others may be a sabotage..overtime people will stop travelling by your train n go back to buses n flight.
I had a nice experience on 8th August 2024 when I travelled to Morogoro Royal Class and returned on 9th Aug 2024 Economy Class. Services and Customer Care was good and noticeable difference between the Classes- Royal or Economy. My only negative feelings were (1) delay in tarmacking the Morogoro SGR Station Service Road-why wasn’t it done earlier-TARURA should act on this fast (2)train operations snags-power cuts and giving way between Down and Upcountry Trains-we almost had a collision accident.
Level za ustaarabu zinatofautiana..thought the same at first but knowing our people, they might as well
Kwa kweli Mr kadogosa katika hili tunaomba mliangalie kwa umakini yani tunashindwa hata kiwabebea mamung’unye Anko zetu.
On Monday 12th of August I travelled from Dodoma to Morogoro. Two times the engine went off. But what really called my attention was when the engine went off the first time, nobody said nothing for about 20 minutes. The sales attendant was busy taking orders as if nothing had happened. Then I asked the guard to open the door becouse I saw a woman struggling with breathing but there was nothing the poor man could do. Later on doors were openned with endless apologies. The second stopage was attributed to exchange of engine but who knows. Hope those incharge are working tirelessly on these issues.
It’s going to take ages for Tanzanians to change their service attitude and may need someone to stand beside with a whip.
Our guys who have been given the customer care job in our institutions being public or private are not caring themselves. Guys don’t know what is customer care. They are rude, abusive and sometimes they use force to inform customers about services provided. Tanzania we are too far behind in customer care.
Mr Kadogosa be like a chura as mama Samiha once said, You are doing excellent job, don’t any attention to those ungrateful tension seekers
Mr Kadogosa be like a chura as mama Samiha once said, You are doing excellent job, don’t pay any attention to those ungrateful tension seekers
Similar problems exist in AIR TANZANIA also. No good customer service at the desk in the airport
Customer service is serous lacking in TRC but the fundamental cause is the lack of this culture in the way we conduct our businesses across the board. I wish the training colleges pick this issue and incorporate a transformation with customer satisfaction follow up.
We thank you for taking the time and give this important feedback and I hope it is taken seriously.
Thank you Kiiya
Kingine ni kuhusu utaratibu wa kuingia Kenya train. Watu wanatakiwa Kubiak mapema na wakishafika human wanelekea sehemu ambayo watasubiria train, kabla ya Kufika Kwenye platform. Kwa station ya Dar e salaam Hiyo sehemu ni ndogo kuweza kusimamisha watu zaidi ya 600 kwa nzima.
Watu wanasongama kusubiri train ifike, na ikishafika watu wore wanatakiwa kutoka kupitia mlango mmoja ambai ni ndogo.
Na kwa station ya morogoro watu wanaotoka Kwenye train na wanaokwenda kupanda wanapitia Kwenye mlango mmoja! Kwa wakati huo huo. Hii ni hatari. Much ambai watu wanaruhusiwa Kwenye kupanda train ni ndogo kabla train kuondoka.
Go to a 3-star hotel in Malaysia and a similar one in Tanzania, the level of customer care is sun and earth apart. Poor customer service is Africa’s biggest malaise; a reflection of poor recruitment. Asia cherishes meritocracy. Ours is basically “kin and kith”, even if one hasn’t been to school or knows nothing about the job. If this is so, we’ll never be client-centric, never ever!
We are lacking costomer care, as we compare with our neiboring Kenya and Uganda. We have lost considerable jobs in hospitality in Tourism sector. The New recruits should have given crushed programme or orientations.
Actually the Tanzanian SGR wagons are better than Kenyan one. But Kenya has the best in Public Relations. Tanzanians should swallow their pride and benchmark in Kenya for customer care services
Je kuna chuo chochote kinachotoa mafunzo ya uendeshaji wa reli hapa nchini? Katika taasisi za usafirishaji zinazofanya vizuri katika huduma za wateja ni Mamlaka za usafiri wa Anga i.e. TAA na TCAA. Ingekuwa vema uzoefu wa walimu wa uendeshaji wa usalama viwanja vya ndege ukaazimwa kuwapa mafunzo hawa wafanyakazi wa reli. Hili sio jambo gumu kwani taasisi hizi zote zipo chini ya Wizara ya Uchukuzi.
Let me begin by commending the government for this level of development. Let us spread this service to other regions as well; Arusha, Iringa, Njombe, Mbeya …
I concur with the author about poor customer care, especially at Morogoro SGR station. While I understand the restrictions about water and other fluids as it would apply in a plane for security reasons with exceptions of course when passengers need to take medicine on board. And the risk of allowing cooked food again for security of other passengers and cleanliness. I was however equally disappointed on my first trip Morogoro-Dar sometime in July. I had packed 5 kg of some dried sardines. Upon scanning, which was conducted rather roughly, then they said “kuna chakula.” I said yes but this is dry food, well packed in a good well zipped American Tourister bag not exceeding 10 kg. The response was categorical, “ vyakula haviruhisiwi.” I tried to argue that the bag would be allowed as check in luggage in a plane but to no avail. So we had to leave that bag behind and send someone else to collect it, which was an added cost. While in the train I raised my concern about not allowing well packed dry food which is within the weight limit. I was told that only cooked food was not allowed for security of other passengers because criminals may drug other passengers by sharing food and drinks with their unsuspecting neighbors as it has happened sometimes onboard buses. I was told “labda hawakuelewa maelekezo vizuri.” It seems therefore that the instructions about which type of food is not allowed has not been clearly communicated to those attending at the scanners. As the others have said TRC need to clarify on this.
Another thing I have tried to raise each time I have travelled is the absence of head rest covers as is the case in passenger planes. Wasipoweka hivyo replaceble vitambaa kwenye headrest vile viti vitachafuka kwenye headrest sasa hivi. I am surprised TRC did not think of that.
The lack of tarmac road from the SGR station to Morogoro town is another area of concern, that requires immediate action. It reflects poor coordination with Morogoro municipality or whichever institution is responsible for developing the road or roads from different directions so that people coming from Kigurunyembe and Nanenane
for example do not have to go all the way to Dodoma road.
Asa r you serious..all those years still need a course for customer care now? Why waste time n resources if people can’t learn themselves..but the problem is supervision, get people who will take responsibility for gheir staff behaviour.. TRC should hire companies to manage all customer care related services..there’s no time taking people to learn customer care after more than 60 years since independence.
Wahudumu wa restaurant za mjini wako professional zaidi kuliko hao wahudumu wa kwenye train. Ni baadhi yaani wachache ndiyo wanajituma na wanahangaika kusaidia abiria. Wengine ni kama wamepotea njia au wamelazimishwa kuingia kazini hasa akina dada.
Kwa TRC hamfanyi Quality assurance mjionee wenyewe. Tutawaelewa kwa kuwa bado huduma ni mpya, ila Madrid muda unavyoenda tunataka kuona mkibadilika kuwa bora zaidi.
I conveyed same massage physically to the TRC staffs few weeks ago and most of them was very conservative on whatever policy they are implementing.
I think there is a need for private service introduction to this SGR as the understanding gap of the TRC staffs is to big for them to switch and cover the required service of such big investments done by the TAX payers.
I would not do justice to this perfectly articulated piece of information if I do not leave my own concern here.
Well, the fact that the station staff has to force me to open my bag so that they can check if I have like perfumes and then force me to spray the perfume on my body. It’s so dishearten disappointing I have been to big international airport, but I’ve never seen such a mean rude and less experienced staff as I saw on the SGR. It is so disheartening. It’s so so heartbreaking. I can’t even put it in words it’s horrible if it goes on like this, you’re going to lose a lot of customers a lot I think you are giving an opportunity buses to bring back back on the businesses so it’s something you should really think about.
Lol
Poleni kwa Kadhia sifahamu Kingereza lakini nimesoma taarifa nilichokiopata pale ni Mh Kadogosa, CUSTOMER CARE yaani ukizungumzia suala la Customer care Tanzania ni Zero kwa wafanyakazi sector zote siyo Hospital, Huduma za Serikali Elimu, na Police na Kote maofisini zaidi ni kuwaza kupiga rushwa na Dili. Tujirekebishe Customer care ni level nyingine tuulizeni tuliyo pata kidogo dondoo. Mteja ni mfarume.
I think SGR management team should initiate a hospitality college for the recruited. Just hiring on certification bases isn’t enough qualification. Waajiri wafilipino wafundishe vyuo vya wahudumu.
Public services is a mess in TZ, mention anything! We need to completely overhaul mindsets of civil servants. Magufuli alikuwa mkali sana kwenye hili, mambo yalianza kukaa vizuri, tukaheshimiana. Viongozi wawe wakali. Mtu hawezi kuhudumia watu professionally, fukuza akatafute kazi nyingine.
Ukija hii treni ya mjini ndio hovyo kabisa, hawajali hata kujali, ukifanya kuwaelimisha, au kudai haki yako kama mteja, ndio utatukanwa naku dhalilishwa hadharani.
Customer care ni kitengo muhimu sana katika kukuza biashara. People don’t know!
Three things I want to notice
1 Allow more weight with a fixed rate if needed to the passengers. Now flight travellers are forced to send the bag separately by bus.
2. Reporting time should be limited 15 minutes before starting time.
3. Allow packed food and fruits
Watumiaji pia tusisahau kufuata taratibu za utumiaji wa mali za umma.Pia wasimamizi wayafanyie kazi yale mapungufu yaliyosemwa na wateja siyo comments zibakie mapambo mitandaoni tu:ASANTENI Tz·
Asante Kiila kwa kusemea haya mapema!
Sisi walipa kodi hasa za kuingiza bidhaa nchini tunalipa kodi kwa kila mzigo inaitwa Railway Development Levy (RDL) 2% ya CIF yaani jumla ya gharama za mzigo wake. Huu ni ushahidi wa wazi kwamba tumechangia mradi huu na TRC wasitufanye kama tunapata msaada. Waboreshe huduma za usafriri hasa kwenye upande wa mafunzo kwa wafanyakazi! Mimi kuna siku nimetoka Dodoma saa 11 alfajiri, nafika Morogoro saa 1 asb naumuomba mhudumu chai ya kulipia ananiambia wameishiwa maji! Seriously? Hawakuweza hata kuwasiliana na wenzao wa Morogoro wafanye utaratibu!
Vyoo kuanzia kwenye stations na kwenye mabehewa tena niliona business class ni vichafu na vimeanza kuharibiwa bila maintenance ya kurekebisha. TRC lazima ijue kila kitu kinahitaji maintenance ya lazima ikiharibika sio kuacha tu.
Well said brother Kiiya. Bongo maneno meengi il ifikapo kwa watoa huduma utafikiri wamelazimishwa au hawalipwi… uwe mwanamke sasa na mhydumu mwanamke ndo utakoma. Utafikiri mke mwenzio. Pathetic
Ni utamaduni wa mwafrika kubeba zawadi iwe ni vyakula ama vitu kwa jamaa na Marafiki.Si poa mtu kufika mono mtupu.TRC mnahudumia waafrika aisee
Ni jambo la kusikitisha na kuudhi, uwekezaji uliogharimu pesa nyingi za watanzania na muda, leo serikali inashindwa kuweka usimamizi na wasimamizi wenye staha, nidhamu na upendo kuhudumia wasafiri..km wanashindwa kumthamini abiria watawezaje kuthamini treni yenyewe na miundombinu yake? Naiomba serikali kupitia uongozi wa TRC kwanza wekeni staff wanaoheshimu watu, ikiwezekana wekeni watu wazima kdg si hawa vijana au mchanganye..kwa ilivyo sasa wengi karibu wote ni vijana..hawana lugha ya staha kwa abiria, hawajali abiria kutoa maelekezo nk
Lakini wekeni madawati maalum kwenye vituo ya kutoa maelekezo na kusikiliza malalamiko ya abiria..ukichunguza vzr tabia ya karaha ya wafanyakazi wa TRC dhidi ya abiria inaanzia kwa viongozi hata wa kisiasa ni km viongozi wanawasema vibaya watu/abiria mbele ya wafanyakazi wao na matokeo ni hii tabia wanayofanya kwa abiria, sababu hata akikufanyia ujeuri huko utamsema hawawezi kumfanya chochote..kingine wekeni security camera kwenye mabehewa ndani na nje kwenye maeneo yote ili iwe rahisi kufuatilia interaction za wafanyakazi na abiria asisingiziwe mtu!
Brother Joel you’ve highlighted very important issues… Customer service is of 18 century, they need to invest in customer care.
I was made to throw my cookies in the bin at the check in desk because was not aware that you can’t bring any food or beverage in the train.
Whoever has been given a tender of bringing those snacks ajiongeze.. varieties are needed, lakini pia hizo plastic packaging zinachomwa sijui na koroboi au kibatari…safari ni ndefu sana…
Thank you for I forming us that no food is allowed on the SGR. I always travel with a homemade sandwich and banana, cashews and dates. If there’s no buffet car I’ll wait until they lift the restriction before my first, fast ride to Morogoro. I believe the Central Line is still functioning.
Service is an industry that has to be strategically developed just like all other industries. It doesn’t occur by accident as a byproduct of other initiatives.
It’s not a surprise that this another public institution is a target of criticism. I read most comments and the duscouraging fact is the rudeness of staff.. this is one area lacking in public institutions. Staff have no respect and rude. I have not used this train, on seconds thought me and my family might take some time before we ride it
Nawapongeza sana wote walotoa maoni yao. TRC walisimamie hili. Sisi tulisafiri tarehe 16Aug kutoka Dar – Moro kwaajili ya matembezi na Utalii wa ndani Tuipongeze serikali kwa hatua kubwa ya kuwepesisha usafiri na kuweka huduma za kisasa za haraka ila wafanyie kazi maoni ya wasafiri. Nilichokigundua mm ni ukosefu wa hio customer care na lugha za ukali na ubabe, sehemu ndogo ya kusubiri abiria, kutoruhusiwa kupita na hata chupa ya maji ya kunywa nk. Sisi tulibeba paketi nne ndogo za strawberry ambazo tulinunua kwa wakulima huko milimani na zilifungwa vizuri katika vifunganishi lakini ajabu walitukatalia kupita navyo. Sasa hawa wakulima nao watafaidikaje na usafiri huu maana watu wataacha kununua bidhaa zao. Jengine niligunduwa kwa ss abiria ni kuwa tunahitajika pia tuwe wastaarabu maana nilikuta lock ya mlango wa chooni ktk stesheni ya Moro imevunjwa na pia bomba la kuoshea mikono linatikisika. TRC wanatakiwa waangalie mapema khs kufanya matengenezo kabla hali haijazidi kuwa tete.
I am trying to relate this ban on transportation of food items on TRC SGR.
Air Tanzania allows to carry buckets of Sangara from Mwanza, and have no issues about it. So what exactly is the reason on this ban with SGR?
Leo wa Tz mnapata wasaa wa kujadili mustakabari wa huduma za shirika letu la Reli Tanzania. Sasa tunapiga hatua…mwandishi wa hili andiko pongezi kubwa kwako. Japo nilitamani sana liwe kwenye lugha yetu mama pia ili watu wengi waelewe na wachangie uzoefu wao pia juu wa huduma zetu.
Customer service ni mbovu sana
Wahudumu kwenye train ni wengi sana compared na huduma wanazotoa .
Hakuna sababu ya kuwa na wahudumu wengi ambao kazi zao ninkama machinga kwenye train. Wanafanya kazi ya kuuza juice maji na snacks tena kwa jeuri pasipo na huduma nzuri kwa wateja. Wahudumu wanatoa huduma hawakusanyi takataka kwa muda . Jnakuta umekunywa maji au soda empty botyle hazikusanyi kwa muda muafaka . Wahudumu wanajizungusha tu ndani ya train pasipo na sababu . Muhudumu wa traini hawezi hata kuelekeza mteja mizigo yake aweke wapi pindi anapoingia ndani ya train
Tunaomba wahudumu wapewe darasa la customer care.