SGR Tickets Cancellations & Rescheduling
The Kenya Railways has the following procedures and guidelines regarding SGR Tickets Cancellations & Rescheduling. See the details below. You might also want to know the Items Prohibited on SGR.
In Cases where a passenger desires to change his/her travel, the following rescheduling and refund procedure shall be observed:
Requests for canceling and refund of already purchased tickets should be submitted at least forty-eight (48) hours before the departure time indicated on the ticket.
In order to cancel a ticket, one must provide the original identification documents and a photocopy of the same. This implies that you have to be there in person at the respective offices.
Refunds shall be subject to the customer paying a 30% fee of the fare. This implies that the refund shall be 70% of the amount paid.
Cancellations/refunds are done over the counter at the nearest Madaraka Express Passenger Service station.
Kindly note that requests for a refund will be rejected in cases where the tickets are damaged
Requests for rescheduling already purchased tickets must be submitted at least forty-eight (48) hours before the departure time indicated on the ticket. You should notify a reschedule at least 48 hours before the departure time indicated on the ticket.
Rescheduling of tickets is done using the details provided during the initial booking instance i.e same class, same service, same person. Kindly note that it is only the time of travel that is changing the rest of the details remain the same.
Tickets are rescheduled over the counter at the nearest Madaraka Express Passenger Service station
Also note that rescheduling a ticket will attract a 10% fee of the fare
A ticket can only be rescheduled once. A ticket that has been rescheduled once cannot be refunded.
Replacing a lost ticket will attract a 30% fee of the lost ticket upon verification of details provided during the initial booking