This article will help you answer the following questions:
- I
chose the wrong departure station or date when booking my SGR
ticket. How do I change my ticket?
- I
booked intercounty train instead of Madaraka Express. Can I change my SGR
booking?
- I
will not be able to travel on the day I booked. Can I cancel my SGR ticket
online?
- Can
I get a refund on my SGR ticket if I do not travel?
SGR ticket cancellation process
To change the details of your current train booking, you
need to cancel your current booking and rebook using the new details.
Follow these steps:
- Visit
the nearest SGR terminal or call the SGR booking office on
+254-709-388-888.
- Print
your ticket if you had booked online.
- Check
train availability.
- Book
a new SGR ticket.
- Apply
for cancellation of the current SGR ticket.
- Get
a 70% refund on the old SGR ticket. Kindly note that you need to apply for
the refund not later than 48 hours and 72 hours before travel for
individuals and groups respectively.
- Pay
for your new ticket.
An alternative way to change your SGR ticket details
If you have cash, this process is faster. Just present the
ticketing agents with your old ticket and the new travel details. Once the new
ticket details have been confirmed, you will be asked to pay the 30 %
cancellation fee and then receive your new ticket.
SGR ticket cancellation charges
A surcharge fee of 30% is applied to your
ticket, amounting to KES 300 and 900 for economy and first-class tickets
respectively. Using the refund you receive, you can book a new ticket. If you
do not wish to purchase a new ticket, you are free to leave after getting your
70 percent refund.
Have any questions about the SGR? Let us know in the
comments box below and we shall try to give as much information as we are able
to.
Kindly note that Kenya Railways has amended the SGR
cancellation policy during COVID.