The Franschhoek Wine Tram runs hop on hop off wine tours from two terminals that are some distance apart. One number and one mailbox cover the whole operation, but the single most useful thing to establish before you travel is which terminal your line actually departs from.
Official contact channels
- Telephone: 021 300 0338
- Email: [email protected]
- Postal address: P.O. Box 369, Franschhoek, 7690
- Enquiry form at winetram.co.za/contact, which asks you to select the relevant experience first
- Frequently asked questions at winetram.co.za/faq
Bookings are not taken on the main website. They run through a separate booking platform linked from it, which means your booking reference is generated by that system rather than by the office. Quote that reference in any call or email, because the office cannot find a booking by name alone.
What this organisation provides
The service is a hop on hop off tram and bus tour of wine estates in the Franschhoek valley, sold as colour coded lines that each visit a different set of estates. You buy transport and a route rather than a single guided tour, and you choose how long to spend at each stop within the timetable.
That structure matters for anything that goes wrong on the day. The tram company operates the transport and the schedule; the tastings, meals and cellar tours are provided by the individual wine estates, which are separate businesses. A complaint about a tasting, a bill or service at an estate belongs to that estate rather than to the tram operator.
Address and operating information
- Franschhoek Terminal: corner of Main Road and Cabriere Street, Franschhoek, 7690. The Blue, Pink and Red lines depart from here
- Groot Drakenstein Terminal: corner of the R310 Main Road and the R45, Groot Drakenstein, 7680
The two terminals are not walking distance apart, so arriving at the wrong one means missing the departure. Check the line named on your booking against the list above before setting out. For directions, the Franschhoek terminal is signposted from the N1 via Cape Town and Paarl, and from the N2 via Stellenbosch and the airport.
Support and escalation routes
Raise a problem with the office on the number or mailbox above, quoting the booking reference from the booking platform. Cancellation, rescheduling and refund terms are set in the booking conditions on that platform rather than by the office, so read those before assuming a refund.
If it is unresolved, a tour is a consumer service and a dispute about it goes to the Consumer Goods and Services Ombud on 0860 000 272, with the National Consumer Commission above it. Remember the split described above: a complaint about the transport, the timetable or the booking goes to the tram, while a complaint about what happened at an estate goes to that estate, and sending it to the wrong one simply loses time.
Sources
- Franschhoek Wine Tram contact page: winetram.co.za/contact
- Franschhoek Wine Tram FAQ: winetram.co.za/faq
- Consumer Goods and Services Ombud: cgso.org.za