Kenya Railways has announced a refund plan for passengers affected by the suspension of the 10:00 pm Madaraka Express service on July 6, 2025. In a statement released on July 15, the corporation acknowledged the disruption and confirmed it would refund passengers who were unable to travel despite alternative arrangements.
According to the notice, the refund process will differ depending on the status of the passenger’s ticket. Those who had not printed their tickets will receive automatic refunds to the mobile number used during purchase. However, passengers who had already printed their tickets must physically present them at the nearest terminus or station to initiate the refund process.
“We extend sincere apologies for the inconvenience caused and thank you for your patience and understanding during the disruption,” read the statement from Kenya Railways.
The affected Madaraka Express train is a vital long-distance passenger service connecting Nairobi and Mombasa. Its abrupt suspension left many travelers stranded and forced to seek alternative routes, including rerouted train options and road transport.
The refund initiative is part of Kenya Railways’ broader efforts to rebuild customer trust and improve service delivery. The corporation also urged affected passengers to seek assistance through its customer service platforms, including the Kenya Railways website, hotline numbers, and social media pages.
In related developments, Kenya Railways revealed on June 18 that it is preparing to launch the Mombasa Commuter Rail service to ease last-mile travel challenges. The new rail line will connect the Miritini SGR terminus directly to Mombasa’s central business district, significantly reducing reliance on matatus, taxis, and boda bodas for the 11-kilometre journey into the city.
“Imagine, no more long, costly transfers from Mombasa Terminus and easier movement for families, tourists, traders and students,” the agency stated.
The commuter rail project is part of a larger strategy to integrate national railway services with urban transport systems and boost mobility within major Kenyan cities.
