Answer: Passengers are encouraged to get to the train station not later than 60 minutes before departure for an easy check-in (document examination and security checks) and boarding experience. The final call for boarding the train is made 11 minutes to departure time and the gates to the platform close 10 minutes before departure time.

To access the platform area, simply hold the QR Code on your ticket against the scanner on the entry gate to open it.

• Online: using the https//metickets.krc.co.ke platform
• In person: Over the counter at the nearest Madaraka Express Passenger Service station.
• By phone. Utilizing the USSD Payment Solution by dialing *639# on your Safaricom line and following the steps as prompted

Detail on Ticket Purchase

• Passengers can purchase a ticket upto sixty (60) days in advance and a return ticket as long as it is within the sixty (60) days window period
• Group bookings (over 20 pax) must be made sixty two (62) days to the date of travel
• The USSD payment solution and online platform are available 24/7
• One can book up to a maximum of ten (10) persons per transaction with the USSD Payment Solution and the online platform
• Passengers are advised to have original identification documents when booking over the counter and during the journey.
• Selling of tickets for travel on the Mombasa to Nairobi section stops 30 minutes before departure; and for the Nairobi to Suswa section, stops 10 minutes before departure
• The booking office opens at 6:30 am and closes at 8:30 pm. To book a ticket via 0709 388888 one should call between 8:30 am and 8:30 pm.
• To make an enquiry, please reach us on 0709 388887

Children can travel free of charge up to the age of three (3) years. Children aged four (4) to eleven (11) years must purchase a ticket which is usually half (50% off) of the adult fare. At twelve (12) years of age and above, one must purchase a ticket at the full adult fare.

Cases where a passenger desires to change his/her travel, the following rescheduling and refund procedure shall be observed:

Cancellation

• Cancelling a ticket for individual travel should be done not later than forty eight (48) hours to departure time
• Cancelling a ticket for group travel should be done seventy two (72) hours to departure time
• In order to cancel a ticket, one must visit the nearest Madaraka express Passenger station and provide the original identification documents
• Refunds shall be subject to a 30% fee of the ticket fee to be paid in cash
• Requests for a refund will be rejected in cases where the tickets are damaged (unrecognizable)

Rescheduling

• Tickets for individual travel can be rescheduled not later than forty eight (48) hours to the departure time
• Tickets for group travel can be rescheduled not later seventy two (72) hours to the departure time.
• In order to reschedule a ticket, one must visit the nearest Madaraka express Passenger station and provide the original identification documents
• Rescheduling of tickets is done using the details provided during the initial booking instance i.e same class, same service, same person.
• Rescheduling a ticket will attract a 10% fee of the ticket cost to be paid in cash

Once a ticket has been cancelled, it is floated in the system again after 30 minutes for public access. Customers are therefore advised to keep trying booking via the https//metickets.krc.co.ke platform or by dialing *639# on a Safaricom line to know if any tickets are available for purchase.

You cannot transfer a ticket from one holder to another.

You can check availability of seats online (metickets.krc.co.ke) or via USSD (*639#)

Changing travel dates is subject to availability of seats. If there are available seats one is required to visit the nearest Madaraka Express Passenger Service station not later than 48 hrs prior to the departure time indicated on the ticket the customer is in possession of. One should carry along the original Identification documents of the ticket holder.

We do not accept credit or debit cards at the moment.

Each passenger is allowed to bring items on board. The allowed maximum weight is 30 kilograms and measurement is 1 metre height by 1 metre breadth and 1 metre width. Passengers are advised to have a tag with personal details during travel.

Any property found on the train is handed in to our passenger stewards and kept safely. In order to claim lost and found items, one needs to visit the arrival station and identify the item before collecting. Notifications for lost and found items should be done within 30 days of the incident date.

Yes, one can park a vehicle overnight. He/She must inform security. This costs Ksh. 200 per night

A seat is only reserved upon completion of the booking process and payment of the full ticket fee for the intended journey.

By visiting the nearest Madaraka Express Passenger Service station 48 hrs before the departure time indicated on the ticket. One should carry along the original Identification documents and a copy of the identification documents of the ticket holder. This will attract a charge (30% of the fare) to be paid in cash.

Two main stations at Mombasa and Nairobi and seven intermediate stations at Mariakani, Miasenyi, Voi, Mtito Andei, Kibwezi, Emali, Athi River. The railway stations are well developed with excellent facilities which include

• Cafés, restaurants and shops
• Elevators, escalators and access for disabled passengers
• Well lit stair case
• Spacious passenger lobby
• Self-service machines for printing tickets
• Rest rooms

The Inter-county train which operates between Mombasa and Nairobi makes stops at Mairakani, Miasenyi, Voi, Mtito Andei, Kibwezi, Emali and Athi River stations.

The passenger train that operates between Nairobi Terminus and Suswa station makes stop overs at Ongata Rongai, Ngong and Maai Mahiu stations

Your e-ticket number or e-ticket confirmation code is a string of seven (7) letters that can be found on the message received on your upon booking via the USSD Payment Solution (*639#) or online (https//metickets.krc.co.ke).

The message also indicates your train departure, travel date, route (from – to), coach number and seat number.

On occasions, the system may fail to send the ticket purchase confirmation message. In such cases, the M-pesa transaction message received upon payment can be utilized to print the ticket at the train station before departure. One is required to key in the mobile number used to transact and the account number the funds were sent to (contained in the Mpesa message) in order to print the ticket.

Our passenger stewards will counter-check the records to ascertain the ticket is valid. Then the passenger is issued with a Passenger Transport Record (PTR) to enable the passenger travel. This attracts a 30% charge of the ticket fare to be paid upon arrival.

Pets are not allowed on the trains.

Yes. You can print your train ticket at the station at the self-service machines found at the ticketing offices at all stations prior to boarding the train. You can do this on the day of your travel, or anytime prior. Incase of any challenges, kindly seek assistance of the railway officials at the ticketing office. Tickets can also be printed over the counter

A valid train ticket must indicate:

• Ticket Number
• Route direction
• Departure time
• Date of travel
• Coach number
• Seat number
• Passengers name
• Passenger ID Number
• Twenty five (25) digit Serial number
• Square barcode

Madaraka Express Passenger Service passengers will be offered a complimentary drink (water/tea/juice) at seat. Additional snacks, beverages or meal can be purchased from the dining car. Meanwhile in Economy class, you may purchase a snack, beverage or meal from the caterers.

NAS Serve Air Ltd is the onboard Catering service provider