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Kenya Railways makes changes to improve Madaraka Express passenger service
In a move to improve the Madaraka Express passenger service, the Kenya Railways has announced the following changes that will take effect from June 1, 2019.
Seat selection and booking
Passengers will now select their preferred seats online during booking and in addition to Mpesa, passengers will now be able to pay for their tickets using credit / debit cards for online booking. The advance booking window has also been extended from 30 days to 60 days.
Cancellation of tickets
Passengers will now have an option for online cancellation of tickets, refund and rescheduling subject to the following terms:
Request for refund shall be accepted 48 and 72 hours before the time of travel for individuals and groups respectively. Refunds shall also be subject to a 30% fee of the ticket price and no refunds shall be done for damaged or defaced tickets. Refunds shall be done using the mode used at the point of purchase i.e. refund via Mpesa, bank or cash.
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 time of travel. Rescheduling shall attract a fee of 10% of the ticket price and damaged or defaced tickets will not eligible for rescheduling. A ticket shall only be rescheduled once and a rescheduled ticket shall not be eligible for refund.
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 and minors above three (3) years shall be required to 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 and 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 and the total weight should not exceed 30 kilograms.
