Kenya Railways to refund Madaraka Express passengers

A Madaraka Express train

Kenya Railways has issued a public notice assuring affected passengers of refunds following the suspension of the 10:00 PM Madaraka Express passenger train from Mombasa to Nairobi on July 6, 2025.

According to the notice released on July 15, the refunds will be processed for passengers who were unable to travel using the alternative train options provided.

The railway corporation outlined two separate refund procedures depending on the status of the passenger's ticket.

“For passengers who had not printed their tickets, refunds will be automatically processed to the mobile number used during ticket purchase,” the statement read in part.

Meanwhile, those who had already printed their tickets are required to present the physical ticket at the nearest termini or station for refund processing.

Kenya Railways acknowledged the inconvenience caused to travellers by extending apologies.

“We extended sincere apologies for the inconvenience caused and thanked you for your patience and understanding during the disruption,” Kenya Railways said.

The affected service, the Madaraka Express, is one of the most relied upon long-distance passenger train services in Kenya, connecting the coastal city of Mombasa to the capital, Nairobi.

Its suspension on July 6 left many passengers stranded and forced to seek alternative means of travel, including rerouted trains or road transport.

This refund initiative is part of Kenya Railways’ efforts to restore customer confidence and address grievances resulting from the disruption.

The corporation also provided multiple contact channels for passengers in need of further assistance, including phone numbers, email and official social media platforms.

Passengers with questions or concerns have been urged to reach out to Kenya Railways through their website or via the provided customer care contacts.

Kenya Railways unveiled on June 18, 2025, that passengers arriving in Mombasa via the Madaraka Express will soon enjoy smoother and cheaper transfers into the city centre, as they are preparing to launch the long-awaited Mombasa Commuter Rail service.

The new rail line will connect the Miritini SGR terminus directly to the Mombasa CBD, ending years of reliance on matatus, taxis, and boda bodas for the last 11-kilometre stretch.

"Imagine, no more long, costly transfers from Mombasa Terminus and easier movement for families, tourists, traders and students," Kenya Railways said.

Kenya Railways has previously stated that the project is part of a broader strategy to enhance urban mobility and integrate railway services with city transport systems.