SGR ticket cancellation rules and refund process

Change your SGR ticket

How to change your SGR ticket details, SGR ticket cancellation, and refund process

This article will help you answer the following questions:

  1. I have booked from the wrong station. How do I change my SGR ticket?
  2. I booked the morning train instead of the evening one/ evening train instead of morning. How do I change the time on my ticket?
  3. Can I cancel or get a refund on my SGR ticket?

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Advantages of booking your SGR ticket online

Most travelers 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.

Read Also: How to book SGR ticket online-complete guide

Some of the disadvantages of online SGR ticket are;

      1. There is a high chance of making errors. The online SGR ticket booking process is not straightforward. You need to know the exact train you want and pay keen attention to every detail you are requested or enter. Any slight mistake may lead to a loss of your money.
      2. Seat selection is not possible on the online booking platform. The SGR online booking system is not the same as online flight booking where you select your preferred seat during booking. You get random seats on the SGR booking 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 traveling with friends, it is advisable to visit the nearest SGR terminal for manual booking as this is the only way to book a specific seat.
      3. 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).
      4. Online SGR ticket cancellation or modification is not possible.

Read Also: Faster and cheaper ways to move around Mombasa

How to change your SGR train booking, cancellation process & charges

Booking.com

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 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.

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 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.

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.

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.

55 Comments on “SGR ticket cancellation rules and refund process”

  1. 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?

    1. 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

  2. I was booking train from mombasa to nairobi but somehow the system changed my booking from nairobi to mombasa. Can you please change my ticket…4th Dec 2019

    1. Hi Josephine. You need to cancel the current booking and rebook subject to availability on the preferred train. You can start by booking the right train to reserve your space, then move on to cancel the current one. The cancellation fee will remain at 20 percent. Visit the nearest booking station or call 0709 388 888 for assistance. Here are ways to book: https://www.nairobilifestyle.com/book-sgr-ticket-online-guide/
      Thank you and all the best!

    2. Hello please can u change for me my ticket I just mistaked I wanted to book from mombasa to nairobi and because of typing error I selected nairobi to mombasa please change for me because it is four tickets

    1. Hi Peter, please call the SGR office to modify your booking. You will need your ticket number and ID/PP number plus 20 percent charge.

  3. 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.

  4. 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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  6. I NEED TO CHANGE MA DATE FROM AFTER NOON 06th JUNE 2019 to 07th JUNE 2019 MORNING IF IT IS POSSIBLE MA FELOW KENYANS

    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.

  7. 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

  8. 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.

  9. 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.

  10. 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.

  11. 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. 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

      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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