Passengers travelling on the Standard Gauge Railway (SGR) between Dodoma and Dar es Salaam have raised concerns after being forced to stand or sit on the floor during their journeys, despite holding valid tickets, including those for higher classes.
One of the affected passengers, Livingistoni Ruhere, said the situation occurred during his trip from Dodoma to Dar es Salaam and again on his return the following day.
He described the experience as stressful, unsafe, and disappointing for a modern transport system meant to offer comfort and dignity.
Ruhere shared photos and videos on social media showing overcrowded coaches, with passengers standing and others sitting on the floor due to congestion.
That some passengers who had paid for Business Class were forced to travel in Economy Class, while others stood for the entire journey.
According to Ruhere, disorder began at Mkonze SGR Station in Dodoma on December 28. Passengers scheduled for an earlier train were still stranded when later travellers arrived, creating confusion and congestion at the station.
“Passengers rushed into the train without any order. Ticket classes were ignored, and seats meant for two people were occupied by three,” he said.
He added that access to higher-class coaches, including Royal Class, was nearly impossible due to the overcrowding. Police officers were present, but the situation remained difficult to control.
“There was no clear boarding system separating Economy, Business, and VIP passengers. People were left to fight for space,” Ruhere said, adding that elderly passengers and those with special needs were especially affected.
He also criticised the lack of timely and clear communication from authorities, saying passengers were not officially informed about delays or challenges in advance.
“Passengers arrived at the station unaware of the problems. Information is a right, not a favour,” he said.
Ruhere further explained that on December 28, his scheduled night journey was postponed to the following day without a clear explanation, forcing passengers to wait for long hours in uncertainty.
Videos circulated on social media also showed passengers at Magufuli SGR Station expressing anger and frustration, accusing TRC of misleading them and demanding accountability.
Responding to the complaints, TRC Director General Machibya Masanja said the situation was not caused by a shortage of seats, but by panic and chaos triggered by misinformation.
He said TRC had arranged for trains to depart every 20 minutes and had communicated the schedule to the public.
However, false information spread at the station led passengers to believe there was only one train available.
“This caused panic, with everyone rushing to board one train at the same time,” Masanja said.
He added that one train arriving from Dar es Salaam experienced delays while offloading passengers, which worsened the situation at the station.
“For safety reasons, management allowed the train to depart earlier to prevent possible injuries,” he said.
While TRC has provided its explanation, passengers are calling for stronger crowd control, clear separation of ticket classes, and timely communication to protect travellers’ safety and dignity.
Many say the incident highlights the need for improved passenger management, especially during peak travel periods, to ensure that citizens receive the quality service promised by the country’s flagship railway project.