Travelling on Madaraka Express? Your ticket is yours alone

Kenya Railways has urged passengers using the Madaraka Express to familiarise themselves with the ticket terms and conditions before travelling, emphasising that all tickets are strictly non-transferable.

The reminder comes as passenger numbers continue to grow, with the corporation encouraging travellers to plan their journeys carefully to avoid inconveniences.

According to Kenya Railways, passengers whose travel plans change can cancel or reschedule their tickets at any Madaraka Express station, provided the request is made at least 48 hours before the scheduled departure time.

The corporation noted that cancellations attract a 30 per cent service fee, while ticket rescheduling is subject to a 10 per cent service fee.

Requests submitted less than 48 hours before departure are not eligible for cancellation or rescheduling under the current policy.

To safeguard customers and maintain the integrity of the ticketing system, passengers requesting either a cancellation or a change of travel date must present their original national identification document together with a copy of the identification document that was used during the booking process.

This verification process helps ensure that ticket transactions are handled securely and only by the rightful ticket holder.

Kenya Railways further assured passengers that any eligible refunds arising from approved cancellations will be processed within 14 working days.

"Passengers who meet the cancellation requirements can expect their eligible refunds to be processed within 14 working days. Keeping the required identification and booking details readily available helps us process requests more efficiently," the corporation added.

The corporation urged travellers to review their travel schedules well in advance and make any necessary adjustments within the stipulated timelines to avoid unnecessary charges or disappointment.

Kenya Railways has called on passengers seeking additional information on ticketing services, travel policies, or station services to contact customer service or visit the nearest Madaraka Express station for assistance.

Kenya Railways said it remains committed to providing safe, reliable, and efficient passenger transport while ensuring that ticket management processes are transparent, secure, and convenient for all travellers.