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SGR ticket cancellation and refund process


How to change your SGR ticket details, cancel your ticket and get a refund 

This article will help you answer the following questions:

  1. I chose the wrong departure station or date when booking my SGR ticket. How do I change my ticket?
  2. I booked intercounty train instead of Madaraka Express. Can I change my SGR booking?
  3. I will not be able to travel on the day I booked. Can I cancel my SGR ticket online?
  4. Can I get a refund on my SGR ticket if I do not travel?

Read Also: Faster and cheaper ways to move around Mombasa

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:

  1. Visit the nearest SGR terminal or call the SGR booking office on +254-709-388-888.
  2. Print your ticket if you had booked online.
  3. Check train availability.
  4. Book a new SGR ticket.
  5. Apply for cancellation of the current SGR ticket.
  6. 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.
  7. 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.

Find an update on how to change your SGR ticket during COVID here: SGR ticket cancellation during COVID

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  1. hallo, I do appreciate your efficient booking system however there is work to do when it comes to cancellation, i did book yesterday for trave date of tomorrow and immediatelly realised i missed the correct date of travelling, when i tried changing upto now am unable, only this morning to read in your website that you are not doing refund 2 days to travel date, now my question is yesterday when my reschedulling could have been done you were not accesssible and it was late i could not make it to your offices physically, so why punish me?

    • Hi Bonventure. I am sorry. This is not the official krc website, I am only providing information to help fellow travelers. The process has been hectic recently, it is almost impossible to change a ticket. We hope they can change this soon because it is hurting many people

  2. hello, I had booked to travel tomorrow however because of unavoidable reasons wanted to reschedule to a later date. Your online cancellation is not working and neither are the phone nos provided, Have been trying since yesterday, how can you help

    • Sorry I was not able to help, I am limited because I do not work at SGR and the ticket rescheduling/cancellation policies keep changing. Currently, it is almost impossible to help someone change their booking.

  3. I booked my ticket yesterday as I was to travel on 19th but due to some reasons I will not be able to travel can I reschedule my ticket to 23rd friday? I’ve tried calling SGR office but the number is not going through.

    • Hi there, Im meant to travel on Friday 16th to mombasa and 20th coming back. Unfortunately I had to undergo urgent surgery and I will not be able to travel. How can I get a refund as your number is always busy.

      • Hi Amos. I am sorry about your surgery and wish you a quick recovery. The SGR office has removed ticket cancellations and is only allowing rescheduling to a future date. However, this can only be done up to 48 hours before departure. Right now it may be late to reschedule

  4. I wanted to book a train from Mombasa to Nairobi but by mistake the booking changed to from Nairobi to Mombasa as i tried to modify search. I want to cancel this ticket but I cannot travel all the way to Nairobi to cancel the ticket.How do i go about it. Or can i change the date and our of travel to use it when coming back to Mombasa?

    • Hi Naomi and happy new year! Sorry for the late response. Did you get help? you can always ask someone to change the ticket for you. In case you need help, WhatsApp me on 0733149419. Disclaimer: I don’t work for the SGR but can help. Cheers

      • Hi. great post. Do you have any idea if SGR will be giving full refunds for easter period bookings given the pandemic guidelines oulayed by the government and the WHO?

      • Hi Dennis. I do not have the information, but if you get it you can update me so I can also update the post. Than you!

    • 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.

    • 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.

  5. 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?

    • 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!

      • 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

      • 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

      • Hi Bagaja and happy new year! sorry I was away. In case you need help in the future don’t hesitate to WhatsApp me on 0733149419. disclaimer: I don’t work for the SGR but can help. Cheers

      • I booked my ticket yesterday as I was to travel tomorrow but due to some reasons I will not be able to travel can I cancel my ticket and put it open

      • Hi, you could cancel up to 48 hours before travel at a cost of 30 percent, but have to rebook early to secure your seat on the new day of travel. sorry for the late reply, hope you got help

      • 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?