The Standard Gauge Railway (SGR) is a modern railway network in Kenya connecting major cities such as Mombasa, Nairobi, and Naivasha.
It was built as part of Kenya’s Vision 2030 plan to modernize transportation, boost trade, and enhance regional connectivity.
The main operational line runs approximately 480 km between the Mombasa Terminus (Miritini) and the Nairobi Terminus (Syokimau). An extension from Nairobi to Naivasha is also operational.
Sometimes, emergencies or last-minute changes in travel plans may necessitate passengers canceling their tickets and requesting a refund. Here’s a step-by-step guide on how to do that.
How to Cancel an SGR Ticket and Get a Refund
To cancel your SGR ticket and obtain a refund, visit any Madaraka Express Passenger Service Station at least 48 hours before departure with your original ID and a photocopy.
The main stations for the Madaraka Express are Nairobi Terminus and Mombasa Terminus, with several intermediate stations including Athi River, Emali, Kibwezi, Mtito Andei, Voi, Miasenyi, and Mariakani. There is also a commuter service on the Nairobi-Suswa line that includes stops at Ongata Rongai and Ngong.
Also Read: How to Book SGR Tickets via USSD Code on Your Phone
SGR will refund 70% of the ticket cost, deducting a 30% cancellation fee.
For unprinted e-tickets, refunds are automatically processed to the mobile number used during booking, though processing times may vary.
Step-by-Step Guide for Cancelling the Ticket
1. Visit an SGR Station
Go to any Madaraka Express Passenger Service station to process your cancellation and refund in person.
2. Meet the Deadline
Please submit your request at least 48 hours prior to your scheduled departure time.
3. Bring the Required Documents
Please carry your original ID and a photocopy for verification purposes.
4. Pay the Cancellation Fee
Paying the cancellation fee involves a deduction of 30% from the original fare, resulting in a 70% refund of the ticket value. For example, if you purchased an Economy ticket worth KSh 1,500, your refund will be KSh 1,050, while a First Class ticket worth KSh 4,500 will yield a refund of KSh 3,150. Refunds are issued either in cash at the station or reversed to your M-PESA account within seven days if the payment was made via mobile.
5. Submit Your Request
A customer service representative will assist you in processing the cancellation.
6. Receive Your Refund
Once your cancellation request is approved, you will receive your refund either immediately in cash or via M-PESA if you made the payment via mobile. For unprinted e-tickets, refunds are automatically processed to the mobile number used during booking, although the processing time may vary.
Also Read: How to Book SGR Train Tickets Online with Madaraka Express
However, refunds are not issued for damaged or defaced tickets. If you wish to reschedule your journey instead of cancelling, you can do so for a 10% fee of the ticket price, depending on seat availability. Additionally, SGR tickets are non-transferable, meaning they cannot be transferred to another passenger.
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