How to change your SGR ticket details, cancel your ticket and get a refundÂ
This article will help you answer the following questions:
- I chose the wrong departure station or date when booking my SGR ticket. How do I change my ticket?
- I booked intercounty train instead of Madaraka Express. Can I change my SGR booking?
- I will not be able to travel on the day I booked. Can I cancel my SGR ticket online?
- 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 processÂ
To change the details of your current train booking, you need to cancel your current booking and rebook using the new details.Â
Follow these steps:
- Visit the nearest SGR terminal or call the SGR booking office on +254-709-388-888.
- Print your ticket if you had booked online.
- Check train availability.
- Book a new SGR ticket.
- Apply for cancellation of the current SGR ticket.
- 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.
- 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 the 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 can.
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:Â SGR ticket cancellation during COVID
Hello i had book my train from Nairobi to mombasa on 27th….but i just got a transfer on 26th so how do I get my refund….yet the day of travel is today
Hello Joy. I am sorry but SGR officers issue refunds 48 hours before the day of travel. In such a case, you may not get any refund.
Why does someone have to visit the terminal in person? Cant the process be ICT friendly – same way you pay should be used to secure a refund.
We hope that one day they will be.
I want to reschedule my booking from 20th December Nairobi to Mombasa 10:00pm to 21st the same time,,,, can i do it online coz am not near any station at the moment
Sorry for late response. Hope you were able to get help.
hello, I booked a train for 23rd but haven`t received am sms for the ticket details. Kindly inform me on what what me the problem
Hello, the SMS is usually with the M-Pesa message. Hope you were able to retrieve and print your ticket. As long as you receive your M-Pesa transaction code, you can go to the terminal to print at the counter or at the printing machine using the MPesa number you paid with.
I want to cancel my ticket of 9december
Hello. Sorry for the late response. You can only cancel a ticket up to 48 hours before departure
Hello how can I cancelle my sgr ticket…since I may not be able to travel something came up how can I calle and get my refund
Yes, you can cancel your ticket up to 48 hours before departure (2 days prior) and get a refund of 70%.
I need to change my ticket destination coz i mistaken for choosing Nairobi to msa but it was msa to nrb
Hello. Sorry for late feedback. You can cancel your ticket up to 48 hours before the travel then book again for the correct route. SGR withholds cancelation fee of 30% of the ticket amount and you need to do this at the terminals. Hope you were able to get help.
Want to cancel my ticket from nairobi to miasenyi 21sep 2022
Hi Jenta. Sorry for the delayed response. It is possible to reschedule your ticket but you need to visit the nearest terminal. Hope you got help.
Hello had booked my sgr time to be today at 3 00pm can it be changed to 10 00pm today kindly
Hi Purity. Sorry for the delayed response. Usually, you need at least 24 hours to change your ticket. Hope you were able to get help.
Hello I booked a train and paid but I didn’t get the message for my ticket
Hi Mohamud. Sorry for the delayed response. You always need to print your ticket before traveling. As long as you get your MPesa message, you can show it to the agents at the terminal. However, you need to confirm the transaction went through and that your ticket was generated. Hope you got help.
Hey how can i reschesule sgr booking
Hi John. Sorry for the delayed response. Currently, you need to go to the nearest terminal with your ID or send someone there. Hope you got help.
Confused the route
Hi Hannah. Sorry for the delayed response. You can always cancel and re-book at the nearest terminal. Hope you were able to get assistance.
Hello,I booked for another person,but i mistakenly wrote the wrong email address instead of the correct one..what do I do?
Hi Michael. Sorry for the delayed response. After receiving your ticket number on mobile, you can always print your ticket at the terminal before travel. Hope you got help.
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
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.
Wanted to change my booking from 20th to 19th… mombasa to Nairobi 3pm..kindly assist
Sorry, I have just seen your comment. Hope you git help
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.
I was to book on 16th this month but I made a mistake and booked on 17th I need help
Me too am trying to call the sgr number not going through i need to change my ticket from 19th to 20th
Hi Phibi. Kindly send me a message on Whatsapp so I can help reschedule your booking. Thanks
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
Why is it that i can book a ticket online but cannot cancel it online.this is so not okay before i’ll even spend more coming to the station to cancel the ticket or even change the date!
Hi Joan, if you are just rescheduling you can call the sgr office on 0709388888 they will be able to help. Thanks
Kindly I booked ticket to Mombasa for tomorrow at 2:15 pm but will not be able to travel, I wish to cancel my ticket and get a refund.
Hi Isaac, sorry I was not able to get back to you in time. Currently, you can get a refund if you cancel up to 48 hours before travel (2 days )
How do i cancel online since i cant get to sgr offices
Hi. Currently, you cannot cancel. They’re only rescheduling
Must I present myself to an sgr station so as to get my refund? I booked from msa to nbi but I want to change to a latter date
Not if you are re-booking
Please help me,i want to change my ticket date to a later date online,how should i go about it
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[…] you will be forced to cancel the ticket and buy a new one, subject to availability and other SGR cancelation terms. Ticket cancelation costs 30 percent of the original ticket […]
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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!
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
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!
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
Please change for me depart time 15:15pm date 02 Jan, 2020 from Mombasa to Nairobi time 08:20am
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.
Is it possible to cancel my booking and refund my cash ticket number 3016462
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?
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.
Hello
How can I adjust a wrongly typed I’d number on a ticket?
Hi Thomas, please visit the nearest station for assistance.
Hey need to change my departure location how do I do it
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.
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 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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How can i make a refund,I opted to cancel my journey for now.
Thanks.
Once you cancel the trip, the sgr booking officials will give you 80 percent refund.
[…] Read more details on SGR ticket cancellation here: How to change your SGR booking […]
I was to travel tomorrow 8.20am but have changed to 6/6/19.ehat do I do
I NEED TO CHANGE MA DATE FROM AFTER NOON 06th JUNE 2019 to 07th JUNE 2019 MORNING IF IT IS POSSIBLE MA FELOW KENYANS
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!
Can i send someone else with details to change my booking?
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.
I have booked the wrong terminus instead Mombasa to Nairobi i booked Nairobi to Mombasa please do assist
Hi Oglah. You need to visit the ticketing station and make the change from there.
I booked 23/06 instead of tomorrow can I really get tomorrow’s train?
Hi Dennis. That depends on availability because the dates are very close. Hope you were able to get assistance.
I wish to change from travelling on 10/4/2019 and 13/04/2019 to a later date.
I have booked the wrong terminus instead of booking Mombasa to Nairobi I wrongly booked Nairobi to Mombasa. How do I rectify
Hi Golda, kindly cancel the tiket and rebook
Hi, how do I apply for a refund. I booked online and would to apply for the refund online.
I am not sure you can apply for a refund online, but you can call SGR directly on these numbers: 0728603581, 0728603582, 0708572574, 0708571587
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.
Yes, as long as there is space in the preferred train. You will need to cancel the booking and rebook.
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
I need to change my ticket to saturday 9th…is it possible to do this online?
Hi,I booked a ticket for tomorrow morning but I would like to re schedule the time but am unable,please advice.
Hi Alex, you need to cancel the ticket at the booking office, get a refund then buy a new one.
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.
Hi Peter. Yes, but you need to visit the booking office
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
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.
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.
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.
I have booked the wrong terminus instead of booking Mombasa to Nairobi I wrongly booked Nairobi to Mombasa. How do I rectify
Hi Joseph. You can make this change at the booking office
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
Please even me i booked yesterday wrongly and i wanted from mombasa to nairobi instead I booked from nairobi to mombasa
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
Bookings were done online but one of us will not be travelling can it be changed to someone else
Yes. You will need to cancel the booking and obtain a refund
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?