Kenya Railways has announced a refund process for passengers affected by the abrupt suspension of the 10:00 PM Madaraka Express train from Mombasa to Nairobi on July 6, 2025.
In a statement released on Tuesday, July 15, the corporation confirmed that refunds will be issued to travellers who were unable to use the alternative train options offered following the cancellation.
“For passengers who had not printed their tickets, refunds will be automatically processed to the mobile number used during ticket purchase,” the notice stated.
For those who had already printed their tickets, Kenya Railways directed them to present the physical tickets at the nearest station or terminus to facilitate refunds.
“We sincerely apologise for the inconvenience caused, and thank you for your patience and understanding,” the statement added.
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The suspension triggered chaotic scenes at the Mombasa SGR terminus on the night of July 6, disrupting travel plans for hundreds of passengers, many of whom were returning to Nairobi after attending the Summer Tides Festival in Diani.
On July 7, Kenya Railways attributed the disruption to a “technical hitch,” advising affected passengers to report to the Mombasa Terminus by 8:00 AM that morning for rebooking.
It also assured that tickets dated July 6 would remain valid for travel.
Despite the clarification, the abrupt cancellation sparked public backlash online, with some users questioning the timing of the disruption, just a day before the scheduled Saba Saba commemoration, which left many young travellers stranded at the coast.
Kenya Railways has not issued any further comment on the backlash but emphasised its commitment to addressing the inconvenience caused and ensuring smooth service going forward.
