Kenya Railways Warns SGR Passengers After Announcing Booking Disruption

Kenya Railways (KR) has announced a scheduled system maintenance set to affect the booking of tickets for the Standard Gauge Railway (SGR) train. The Madaraka Express is a modern passenger train service in Kenya connecting Mombasa and the Suswa line.

It includes an express and intercounty service running two round-trips daily. Passengers normally book tickets online through the Kenya Railways portal or at stations.

In a notice on September 20, 2025, KR said that the Madaraka Express ticket services platform will not be available for four hours from 11.00 PM on Saturday.

During this period, online ticketing services will be temporarily unavailable. Passengers are advised to make their bookings in advance to avoid inconvenience.

“We wish to inform our customers and the general public that the metickets.krc.co.ke platform will undergo scheduled maintenance on September 20th, 2025, at 11:00 PM to September 21st, 2025, at 3:00 AM,” the notice reads.

“We sincerely regret any inconvenience caused and thank you for your understanding as we work to serve you better.”

Madaraka Express Passenger Service

The Madaraka Express Passenger Service offers a fast journey between Mombasa and Suswa, with several designated stopovers. The train route includes stations at Mombasa Terminus, Mariakani, Miasenyi, Voi, Mtito Andei, Kibwezi, Emali, Athi River, Nairobi Terminus, Ongata Rongai, Ngong, Maai Mahiu, and Suswa.

Passengers can book tickets through three main channels. First, online bookings can be made at https://metickets.krc.co.ke. One can also use the *USSD code 639# on a Safaricom line to book quickly via mobile phone.

In addition, over-the-counter booking is available at any Madaraka Express station. Tickets can be purchased up to 60 days in advance, and both the online and USSD options allow bookings for up to 10 passengers per transaction.

Also Read: Safaricom Announces System Disruption Affecting M-Pesa and Airtime Purchases

Travelers are advised to arrive at the station at least one hour before departure. The final call for boarding is made 11 minutes before the train leaves, and platform gates close 10 minutes prior to departure. Additionally, passengers must present original identification documents during booking and while boarding.

For child passengers, those below 3 years travel free, while those aged 3 to 11 years pay half fare. Children over 11 years must pay the full fare. However, if traveling with more than one child, only one qualifies for the half-fare rate—the rest pay the full price.

In case of travel plan changes, cancellations must be made at least 48 hours before departure and attract a 30% cancellation fee. Rescheduling is also allowed only once and must be done at least 48 hours in advance, subject to seat availability and a 10% rescheduling fee. Lost tickets can be replaced at a 30% charge, provided original booking details are verified.

Passengers are reminded that alcoholic beverages and pets are not allowed onboard or at the stations. This policy is in place to ensure a safe and hygienic travel environment for all passengers.

Mombasa Commuter Rail Service launched

Kenya Railways, earlier in the week, launched the Mombasa Commuter Rail Service to ease city traffic by connecting Mombasa Terminus (SGR station) to key stops, including Miritini, Mombasa Railway Station, and Mombasa CBD, with a flat fare of Ksh50.

Also Read: Kenya Railways Releases Fare and Trip Schedules for New Mombasa Commuter Rail Service

The trains operate daily in both directions, with scheduled morning, afternoon, and evening trips. The service is also timed to link with Madaraka Express SGR departures and arrivals.

Trains run daily with key departures from Mombasa Terminus at 04:10 AM, 07:20 AM, 2:25 PM, 6:25 PM, and 9:00 PM, and return trips from Mombasa Station at 06:25 AM, 12:35 PM, 5:30 PM, and 7:20 PM.

SGR passengers departing Mombasa at 8:00 AM, 3:00 PM, and 10:00 PM should connect via commuter trains leaving Mombasa Railway Station at 6:25 AM, 12:35 PM, and 7:20 PM, respectively. For those arriving at 4:00 AM, 2:00 PM, and 8:30 PM, connecting commuter trains depart Mombasa Terminus at 4:10 AM, 2:25 PM, and 9:00 PM.

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