Refunds, Booking and Rescheduling SGR Train Tickets

SGR Madaraka Express Train Tickets Booking, Refunds and Rescheduling.

On June 01, 2019, Kenya Railways made improvements (Refunds and Rescheduling) on the Madaraka Express train service between Nairobi and Mombasa. Effective on the mentioned date, the improvements were meant to make the passenger service more efficient. Some of the improvements – by January 2020 – like online seat selection and completing the payment online using credit or debit cards have yet not been implemented.

Note: Last Updated on January 03, 2023.

The following are the announced implementations on June 01, 2019.

1. Online Booking and Seat selection.

  • Passengers can now book their Madaraka Express Tickets Online from the Kenya Railways Online Booking Website. It’s still not possible to select preferred seats online during booking.
  • In addition to Mpesa, passengers can now pay for their tickets using credit/ debit cards for online bookings. (Yet to be implemented).
  • The advance booking window has been extended from 30 days to 60 days.

2. SGR Tickets cancellation, refund, and rescheduling.

Passengers will now have an option for online cancellation of tickets, refund, and rescheduling subject to the following terms:

2.1 Refunds

  • Request for refund shall be accepted 48 and 72 hours before the time of travel for individuals and groups respectively.
  • Refunds shall be subject to a 30% fee of the ticket price.
  • No refunds shall be done for damaged or defaced tickets.
  • Refunds shall be done using the model used at the point of purchase i.e. refund via Mpesa, bank or cash.

2.2 Rescheduling

  • Tickets will be rescheduled for the same class (First/Economy), origin and destination as per the initially purchased ticket, subject to availability.
  • Passengers may reschedule up to 48 and 72 hours for individuals and groups respectively before the time of travel.
  • Rescheduling shall attract a fee of 10% of the ticket price.
  • Damaged or defaced tickets are not eligible for rescheduling.
  • A ticket shall only be rescheduled once.
  • A rescheduled ticket shall not be eligible for a refund.

3. Additionally, the following shall apply:

  • Passengers found traveling with an invalid ticket or without a ticket shall pay full fare for Nairobi to Mombasa with an additional 30% penalty.
  • Ticket sales shall be closed 30 minutes to departure.
  • Minors above three (3) years shall pay full fare.
  • During booking, minors will be required to indicate the parent’s or guardian’s national identification card (I.D) or passport number.
  • If traveling alone, minors shall be required to present a copy of the parent’s/ guardian’s national I.D/Passport.
  • Each passenger will be allowed only two (2) pieces of luggage of maximum length and height of 1.6 meters. The total weight should not exceed 30 kilograms.


Online Cancellation is not yet implemented. Passengers have to visit the station to reschedule or claim a refund.

To reschedule or claim for a refund for a ticket (within the specified timelines), passengers have to produce an original travel document.

4.0 Kenya Railways Contact Information

Mobile: +254709 388 888, 0709 388 887 (Inquiries, Bookings and Complaints)


Websites: Kenya Railways Office, SGR Train Tickets Online.

Facebook: Kenya Railways

Twitter Account: Kenya Railways

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Joshua Waphine

Hi am Joshua Waphine, I have booked a train from Mombasa to Nairobi on Friday but I have mistakenly selected wrong time. The time should be 3pm not 8am please assist thanks.


I would like to reschedule my ticket,I had already booked yesterday and been trying your contacts you’re not picking up


Hi did you get any help?I also wanted to reschedule mine but no one is picking the calls

Adolff okemwa

Paid but didn’t reach the train.kindly refund


I want to reschedule my ticket from Saturday to sunday

Cedric okemwa orwaru

I want to reschedule from 27/11/2022 to 23/12/2022

Christine Mutinda kiambi

I want to reschedule my tickets from 11/02/2023 to 10/02/2023


Hello how can I refund a ticket

Kiprono victor

I have already booked and payed, I got m-pesa confirmation message but I have not been given ticket whta is happening, i don’t want to lose my money!!!


If you completed the payment using Mpesa, I bet you received a Mpesa text message for the transaction. From that text, there is an Account Number/Booking Number. Take note of that number together with the mobile number you used to buy the ticket with. You will use both numbers to print the boarding pass at the Train station on the day of travel.

Stallone Gakunju kigamba

I have not gotten mine yet

Jane wanjiru

Nhow to rebook


I wish to cancel my ticket for Monday 18th April. What is the procedure

Benson mugo maina

I have not yet received my ticket which I already paid for


Check this out >>

If you completed the payment using Mpesa, I bet you received a text message from Mpesa about the transaction. From that text, there is an Account Number/Booking Number. Take note of that number together with the mobile number you used to buy the ticket with. You will use both numbers to print the boarding pass at the Train station on the day of travel.


Hi I need to do a name change on a first class ticket booked for 17th March.

Please advice.


I was requesting if i can travel today in the morning kindly not on Saturday morning


To reschedule train booking, must I visit the station really?

Anthony otsyula

Pls confirm if she is in operational with the new sensational of movement in and out of nairobi

Samuel kanyuira

I want to reschedule my ticket from Sunday evening to Monday evening

Enock langat

I want to change my travelling from night hour to day time, is it possible


How do I change my travelling day please


Hello want to cancel my tomorrow trip at 2200 something just happenedaking it hard for me to travel.kindly assist


I want to reschedule from today 10 to 23rd is that possible


Kindly I had booked to travel with you on Sunday at 2200hrs but due to an avoidable reasons I would request to travel on Monday the same time. Kindly need your help


Was asking if i not traveling on Saturday and travel in the morning same time.


How do I reschedule my ticket because I can’t find that option

Everline Abonyo

Hello I need my booking cancelled…I had booked for 14th November and I am far in Malaba is there a way I can be refunded?

Eng. Sam

I was to come back from my business trio from MBS to mbs on Monday 23rd 2020 but since to my work schedule I would request to cancel the trip to Wednesday
NB. am a staff with SGR consultant stationed at the HQ

Celestine Wanyama

Schedule of the seminar has change,it will be over by 27/11/2020


Please i need my ticket resheduled i have an argent case to attend to please help me do it

caroline Nduta Kamau

I paid for my booking but didn’t receive the confirmation sms
I just got the mpesa message


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