How to change your SGR booking

Change your SGR ticket

This article will help you answer the following questions:

  1. I have booked the morning/evening train but want to travel in the evening/morning. How do I change the time of my train?
  2. How do I change my station of departure?
  3. Can I cancel or get a refund on my SGR ticket?

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Most travellers consider the online booking system convenient, efficient and a faster way to plan their trips. The SGR is specifically a faster and safer way to travel between Nairobi and Mombasa because there is no traffic jam to keep you on the road and no tired drivers to dodge. However, you need to be very careful when booking your ticket online.

Some of the disadvantages of booking online are;

      1. Seat selection is not possible on the online booking platform. The SGR online booking system is not the same as that of flight booking where you select your preferred seat during booking. You get an automatic seat selection which you cannot change. It is impossible to know whether your seat is on the window or aisle. If you want to select a specific seat or are travelling with friends, you need to go to the SGR booking office for manual booking as this is the only way to book a specific seat.
      2. Time selection is automatic. You must know the type of train that travels at your preferred time. There are two trains namely the intercounty (morning train) and express (express train).

Read Also: Faster and cheaper ways to move around Mombasa

How to change your train booking

To change the details of your current train booking, you need to cancel your current booking and rebook using the new details. A surcharge fee of 20% is applied on your ticket, amounting to KES 200 and 600 for economy and first class tickets respectively. 

Follow these steps:

  1. Visit the SGR office in Syokimau or Miritini.
  2. Print your ticket if you had booked online.
  3. Check train availability.
  4. Book a new SGR ticket.
  5. Apply for cancellation of current SGR ticket.
  6. Get a 80% refund on the old ticket.
  7. Pay for your new ticket.

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 20 % fee and then receive your new ticket.

Have any question 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.

45 Comments on “How to change your SGR booking”

  1. I have made a booking for two but we have been put in different coaches. It’s fully booked. How do I go about it? If I cancel will I be charged for their mistake?

    1. Hi Isabelle. This happens if you book online. When travelling as a group/family, it is advisable to visit the nearest station and tell them to sit you together. However, if you book online or via MPesa, you will be assigned random seats. If the train/coach is full, do not worry. Travellers are always willing to exchange seats. After boarding, just ask your or the other person’s neighbour to exchange seats. Chances are high that they will allow you to sit together, instead of cancelling. Hope this helps.

    1. Hi Dorothy. Visit the nearest station to cancel your current booking then book afresh with the new details. It will cost you 20 percent of the ticket price. Alternatively, call the sgr bookings line on 0709 388 888 for assistance.

  2. Booked a ticket for a person however she will not be travelling and i need to give the ticket to another person. Can i do that online and if not can i swap on the morning of travelling?

    1. Hi Catherine. You cannot transfer the ticket. You need to call the booking office early to cancel the ticket, get 80 percent refund then top up to buy a new ticket for the other person

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    1. Hi Mohamed. Yes, it is possible. Just visit the nearest terminal with your current tickets and make the change. It will cost you 20 percent of the ticket price, so you need money to top-up. All the best!

    1. Hi Mercy, sure, you can send someone else. just ensure they have your ID copy or picture. They need your full names as they appear on ID and ID number to complete the process.

      1. Hi Dennis. That depends on availability because the dates are very close. Hope you were able to get assistance.

  5. I have booked the wrong terminus instead of booking Mombasa to Nairobi I wrongly booked Nairobi to Mombasa. How do I rectify

    1. I am not sure you can apply for a refund online, but you can call SGR directly on these numbers: 0728603581, 0728603582, 0708572574, 0708571587

  6. Can changes be done at the mombasa offices? I am already on my way to mombasa terminus and just realized the ticket I had booked for returning to nairobi reads departure from nairobi instead. Kindly help.

  7. I need to change my travel date from Sunday 13th January 2019 to Wednesday 16th January, 2019. Is it possible for me to do it online. my ticket number is 2073068 for the 8.00am train.

    1. I have booked 5 tickets 1st class on 27 th June instead of 27 th July coach 3 seat no 23 to 27 how do I change and don’t have their passport they just sent the numbers

      1. Hi Karen. hope you were able to get assistance. you don’t need passports to change sgr tickets. If you have the pp numbers you can just cancel and rebook.

  8. Hi,my sister booked two tickets but then used only one id,..could that be a problem during checkin?I have tried to cancel but trains are fully booked.

    1. Hi Joan, only one person can check-in using one id. You can book for minors using your ids but they’ll need their identification documents during check-in. Hope you got help with this.

  9. I have booked the wrong terminus instead of booking Mombasa to Nairobi I wrongly booked Nairobi to Mombasa. How do I rectify

      1. Kindly help I booked two tickets using one ID since my brother has not attained the age of gettyjng an ID can it cause problems during checking

      2. Hi. No problem, but your brother will need to carry some form of identification to show that he is the one and that he is a minor. Let him go with his birth certificate

      1. Hello,
        I booked a train for a group of 10ppl but i interchanged the terminus, instestead of mombasa to nairobi i booked nairobi to mombasa… Can this change be made? Will i incur any costs.
        I also missed Id numbers of 2people will this affect their check in?

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