SGR Ticket Booking , Confirmation ,Pricing, Classes, and Refund Process In 2024

Explore the SGR ticket booking process, including pricing, classes, cancellations, and refunds. Your key to hassle-free travel in Kenya

Feb 13, 2024 - 08:22
Feb 12, 2024 - 16:05
SGR Ticket Booking , Confirmation ,Pricing, Classes, and Refund Process In 2024
SGR Ticket Booking , Confirmation ,Pricing, Classes, and Refund Process In 2024

In the heart of East Africa, Kenya's Standard Gauge Railway (SGR), known as the Madaraka Express, stands as a beacon of modern transport, connecting the bustling capital of Nairobi with the vibrant port city of Mombasa. Since its inauguration, the SGR has transformed the travel experience, offering an efficient, reliable, and comfortable mode of transportation across the picturesque landscapes of Kenya. As we navigate into 2024, understanding the intricacies of the SGR ticketing process becomes paramount for both local commuters and international travelers seeking to explore the rich tapestry of Kenyan culture and natural beauty.

Embarking on an SGR journey necessitates a thorough comprehension of the ticket booking and confirmation process, an endeavor that is both straightforward and accessible thanks to advancements in digital technology. Whether it's securing your seat through the convenience of online platforms, the simplicity of USSD codes, or the ubiquitous M-PESA app, the options are tailored to cater to a wide array of passenger needs​​​​​​. However, beyond the mere act of booking lies the realm of ticket confirmation, cancellations, nuanced pricing structures, and the much-valued refund policies, each element pivotal to crafting a seamless travel experience. This guide aims to demystify these aspects, offering you everything you need to know about navigating the SGR ticketing landscape in 2024, ensuring that your journey is not just a travel from one point to another but a memorable voyage through the heart of Kenya.

READ ALSO: SGR Online Booking 2024: Ultimate Guide to Timetable, Contacts & Booking Tips

SGR Ticket Booking & Confirmation Process

Navigating the SGR (Standard Gauge Railway) ticket booking and confirmation process in Kenya is a seamless journey, thanks to a variety of digital and traditional methods tailored to enhance the passenger experience. As we dive into the intricacies of securing your ride on the Madaraka Express, it's essential to explore the various platforms and techniques that make this process accessible and straightforward.

Ticket Booking Options

Online Platform: 

The digital age brings the convenience of online booking to the forefront, with the official Madaraka Express website serving as the primary portal for your travel needs. Here, passengers can select their travel dates, times, and class of service with ease. After inputting personal details and confirming the booking, an email and a text message containing booking details and a QR code are sent as confirmation. This method not only simplifies the booking process but also caters to the tech-savvy traveler looking for efficiency and speed.

USSD Service: 

For those without internet access, the USSD code *639# is a lifeline, offering a simple, menu-driven interface to buy tickets. This service allows for a maximum of five tickets per transaction, ensuring that families or groups can book together effortlessly. Available 24/7, it's a testament to the inclusivity of the SGR booking system, catering to a wide demographic​.

M-PESA App: 

Leveraging Kenya's widespread mobile money service, the M-PESA app introduces an even more convenient way to book your SGR tickets. By navigating to the "Services" section and selecting "Madaraka Express," users can complete the booking process within minutes, all from their mobile phones​​.

Confirmation and Retrieval

Once the booking is made, confirmation comes through an SMS or email, containing a unique code critical for ticket retrieval. This code, along with the passenger's ID, ensures a smooth ticket collection at the station's self-service machines or ticketing offices. The process underscores the importance of digital integration in modern travel, marrying convenience with security​​​​.

Challenges such as system delays or missing confirmation messages are rare but not unheard of. In such instances, the M-Pesa transaction message serves as a backup, ensuring passengers can still retrieve their tickets without a hitch. This redundancy is part of the system's design, aiming to keep the passenger experience as smooth as possible​​.

Navigating Challenges

Despite the streamlined process, passengers may occasionally face hurdles such as delayed confirmation messages or system errors. In these instances, knowing the right steps to take is crucial. The first port of call should be the customer service desk, where issues can be swiftly resolved. Additionally, the confirmation SMS or email should be kept handy until the journey's completion, serving as proof of purchase and a gateway to boarding the train​​.

Pricing, Classes, and Amenities

In the realm of SGR travel, the choice between economy and first-class tickets not only affects the level of comfort and amenities one can enjoy but also impacts the overall travel budget. Here, we delve into the detailed pricing structures for each class, compare the features and benefits, and highlight the additional amenities that enhance the travel experience aboard the Madaraka Express.

Ticket Prices

The Standard Gauge Railway offers two primary classes of service, First Class and Economy, each tailored to cater to different passenger needs and budgets. For an adult, a one-way journey in First Class is priced at KES 3,000, offering a premium travel experience with added comfort and services. Economy Class, on the other hand, provides an affordable yet comfortable option at KES 1,000 for an adult ticket. Children between the ages of 3-11 years enjoy discounted rates, paying KES 1,500 for First Class and KES 500 for Economy, making SGR travel accessible for families​​

First Class Fares:

From/To Athi River Emali Kibwezi Mtito-Andei Voi Miasenyi Mariakani Mombasa
Nairobi 180.00 1,190.00 1,820.00 2,240.00 3,200.00 3,680.00 4,310.00 4,500.00
Athi River - 990.00 1,640.00 2,060.00 3,020.00 3,500.00 4,130.00 4,340.00
Emali - - 650.00 1,070.00 2,010.00 2,510.00 3,140.00 3,350.00
Kibwezi - - - 350.00 1,380.00 1,860.00 2,510.00 2,700.00
Mtito-Andei - - - - 960.00 1,430.00 2,070.00 2,280.00
Voi - - - - - 480.00 1,110.00 1,320.00
Miasenyi - - - - - - 650.00 840.00
Mariakani - - - - - - - 210.00

Economy Class Fares:

From/To Athi River Emali Kibwezi Mtito-Andei Voi Miasenyi Mariakani Mombasa
Nairobi 90.00 390.00 600.00 740.00 1,050.00 1,350.00 1,410.00 1,500.00
Athi River - 330.00 540.00 680.00 990.00 1,160.00 1,040.00 1,100.00
Emali - - 210.00 360.00 680.00 830.00 1,040.00 1,100.00
Kibwezi - - - 150.00 470.00 620.00 830.00 890.00
Mtito-Andei - - - - 320.00 480.00 690.00 750.00
Voi - - - - - 170.00 380.00 440.00
Miasenyi - - - - - - 210.00 290.00
Mariakani - - - - - - - 110.00

Nairobi - Suswa Route Fares:

From/To Rongai Ngong Mai Mahiu Suswa
Nairobi 130.00 130.00 250.00 250.00
Rongai - 70.00 130.00 130.00
Ngong - - 130.00 130.00

Class Comparison

First Class:

Passengers opting for First Class are treated to wider seats arranged 2 by 2 across the car width, ensuring extra space and comfort. This class also boasts a dedicated lounge area at the station, complimentary meals and drinks on board, and priority boarding, elevating the travel experience to a higher level of luxury and convenience​​.

Economy Class: 

Economy Class is designed with the budget-conscious traveler in mind, offering a comfortable and efficient way to traverse the Kenyan landscape. Despite the lower price point, passengers in Economy still enjoy ample legroom, air conditioning, and access to onboard catering services, ensuring a pleasant journey​​​​.

Additional Amenities

Beyond the class-specific features, the SGR service is committed to enhancing passenger comfort and safety across the board. CCTV cameras for security, emergency alarm systems, fire extinguishers, and first aid kits are standard across all trains. Additionally, the inclusion of air conditioning, regularly cleaned washrooms, and dining cars enriches the travel experience, ensuring passengers' needs are met throughout their journey​​.

Cancellation, Rescheduling, and Refunds

Navigating the complexities of ticket cancellation, rescheduling, and refunds is a critical aspect of the SGR travel experience. Understanding the procedures and policies that govern these processes ensures that passengers can make informed decisions and take appropriate actions when their travel plans change. 

Cancellation and Rescheduling Policies

  • Flexibility in Planning: The SGR offers a degree of flexibility for passengers needing to cancel or reschedule their tickets. Although specific policies can vary, it's essential to initiate the process well in advance of the scheduled departure. Passengers are encouraged to contact the Kenya Railways customer service or visit the official SGR website for the most current information on cancellation deadlines and rescheduling fees​​.
  • Steps for Rescheduling:  To reschedule a ticket, passengers typically need to provide their original booking details and specify the new desired travel date. While some changes may incur a fee, the focus is on accommodating passenger needs with minimal hassle. It's worth noting that availability for rescheduled tickets depends on the train's occupancy on the new travel date​​.

Refund Process

  • Requesting a Refund: In the event of a cancellation, passengers may be eligible for a refund. The process involves submitting a refund request through the Kenya Railways customer service or the SGR booking platform. The amount refunded can vary based on the timing of the cancellation in relation to the travel date, with earlier cancellations typically receiving a higher refund percentage​​.
  • Refund Timeline:Once a refund request is processed, the time it takes to receive the refund can vary. Passengers should expect a waiting period, during which the refund is verified and processed back to the original payment method used during booking. Staying informed about the expected timeline helps manage expectations and financial planning​​.

Tips for a Smooth Process

  • Early Communication: To ensure a smooth cancellation or rescheduling process, early communication with Kenya Railways is crucial. Providing clear and complete information about the booking and desired changes can expedite the process.
  • Documentation: Keeping all relevant documentation, including booking confirmations and any communication regarding changes, is vital. This documentation can be helpful if there are any discrepancies or delays in processing changes or refunds.

Understanding Terms and Conditions:

Familiarizing oneself with the specific terms and conditions related to cancellations, rescheduling, and refunds can save time and prevent misunderstandings. These details are typically available on the SGR's official website or through customer service channels.

READ ALSO: NEMIS Registration 2024 Guide: Key Steps for Students, Schools, and Teachers

SGR Customer Support Contacts

For any concerns or inquiries, you can reach out to SGR customer support through the following channels:

  • Phone: Call the SGR customer care numbers at 0709 388 887, 0709 388 888, or 0709 907 000 for direct assistance.
  • Email: Send an email to detailing your issue and including any relevant booking information.
  • In-Person: Visit any SGR station and speak with the customer service staff at the ticketing office.

Having these contact details at hand ensures that you can quickly resolve any issues that may arise with the support of the SGR customer care team.


Q1: How far in advance can I book SGR tickets?

A1: Passengers can book their SGR tickets up to 60 days in advance, offering ample time to plan their travels and secure their preferred seats​​.

Q2: Can I book SGR tickets for a group?

A2: Yes, group bookings are possible for more than 20 passengers, making it convenient for family trips, school outings, or corporate travel. It's advisable to make group bookings at least 30 days in advance to ensure availability​​.

Q3: What should I do if I don’t receive a confirmation SMS or email after booking?

A3: If you do not receive a confirmation, first check your email's spam folder. If there's still no confirmation, use the M-Pesa transaction message as proof of payment and contact SGR customer service for assistance​​​​.

Q4: Are there any discounts available for children or seniors?

A4: Children aged 3-11 years receive discounted fares, while those under 3 travel for free. However, as of the latest updates, there are no specific discounts for senior citizens​​.

Q5: What amenities are available on board the SGR trains?

A5: Both First Class and Economy passengers have access to air conditioning, washroom facilities, and onboard catering services. First Class passengers enjoy additional amenities such as complimentary meals and a dedicated lounge area​​.


Embarking on a journey with Kenya's Standard Gauge Railway (SGR) promises an efficient, comfortable, and memorable travel experience. From the initial steps of booking and confirming your ticket to navigating the options for cancellations, rescheduling, and securing refunds, this guide has provided a comprehensive overview of what to expect when planning your travel on the Madaraka Express. With detailed insights into pricing, class distinctions, and the array of amenities offered on board, passengers are well-equipped to make informed decisions that best suit their travel needs and preferences.

The SGR's commitment to integrating technology with passenger service shines through its convenient online booking platform, USSD, and M-PESA options, ensuring accessibility for a diverse range of travelers. Furthermore, the detailed policies on ticket changes and refunds underscore a customer-centric approach, offering flexibility and support when travel plans evolve.

As you prepare for your journey on the SGR, remember that planning ahead, understanding the terms and conditions, and keeping essential documents at hand are key to a seamless travel experience. Whether you're exploring the scenic landscapes between Nairobi and Mombasa for leisure, business, or adventure, the SGR stands as a testament to Kenya's advancement in public transport, promising efficiency, comfort, and a touch of luxury for every passenger.

With every detail considered and every question answered, your journey on the SGR is set to be not just a trip, but an experience to cherish. Safe travels, and enjoy the ride on Kenya's Standard Gauge Railway.

Joseph Richard Joseph Richard, a leading contributor to, uses his decade-long expertise in finance, business, and technology to offer clear, reliable guides and analyses. His work aids Kenyans in making informed financial and business decisions, earning him a reputation as a trusted industry authority.