SGR Online Booking in Kenya: Madaraka Express Booking (GUIDE)

The Madaraka Express, also known as the Standard Gauge Railway (SGR), is the primary train service connecting Nairobi, Mombasa, and several towns in between. Booking tickets online is the most common method, but the process requires specific steps and payment options. This guide provides a detailed walkthrough of how to use the official Kenya Railways booking channels to secure your SGR tickets safely.

Here, you will find information on the different booking methods, a step-by-step guide for the online portal, details on payment, and practical tips for your travel day. Our goal is to give you the clear information needed to book your tickets efficiently and avoid common problems.

Booking Options at a Glance

Kenya Railways provides several official methods for booking your Madaraka Express tickets. Each option is suited to different needs, whether you are booking in advance from a computer or directly from a mobile phone without internet.

Step-by-Step Booking via the Official Website

The most reliable way to book your Madaraka Express tickets in advance is through the official Kenya Railways portal. The process is straightforward, but it requires you to have all passenger and payment details ready.

Here is a step-by-step guide to using the website:

1. Select Your Route and Date
   On the homepage, you will find the booking form. Start by selecting your departure station ("From") and your arrival station ("To"). Choose your travel date from the calendar. The system allows you to book up to 60 days in advance.
2. Choose Your Train and Class
   After selecting your route, the system will display the available trains for that day. For the Nairobi-Mombasa route, you will typically see three options:
   • Inter-county Train: Departs at 8:00 AM and makes stops at several stations along the route.
   • Express Train: Departs at 3:00 PM and travels directly to Mombasa with minimal stops.
   • Night Train: Departs at 10:00 PM for an overnight journey.
   You will then choose your travel class. The main options are Economy Class (standard seating) and First Class (more spacious, reclining seats). A Premium Class is also available on some trains, offering the highest level of comfort.
3. Enter Passenger Details
   You must enter the correct details for each passenger. This includes:
   • Full Name: As it appears on their identification document.
   • ID or Passport Number: Use the National ID number for Kenyan citizens and residents, or the Passport number for international visitors.
   • Nationality: Select the correct country.
   Accuracy is essential, as these details will be checked against your ID at the station before boarding.
4. Make the Payment
   The primary payment method accepted on the portal is M-Pesa, a Kenyan mobile money service. You will be prompted to enter the Safaricom phone number that you will use to pay. A payment request (STK push) will be sent to that number, and you must enter your M-Pesa PIN to authorize the payment. This prompt typically expires in less than two minutes.
5. Receive Your E-Ticket
   Once the payment is successful, the booking is confirmed. You will receive a confirmation message via SMS on the number you provided. This SMS contains your trip details, including the booking reference number, coach number, and seat number. An email confirmation may also be sent.
6. Prepare Your Ticket for Travel
   For travel, you can either display the confirmation SMS on your phone or use a printout of the e-ticket. It is a good practice to take a screenshot of the confirmation SMS as a backup.

SGR USSD for Online Booking (*639#)

The USSD code for booking SGR online is *639#. For those without internet access or who prefer a faster, mobile-based method, Kenya Railways offers a USSD service. This method requires a mobile phone with a Safaricom SIM card and an active M-Pesa account. The process is entirely menu-driven.

Here is how to use the USSD service:

1. Dial the Code
   On your phone, dial the code *639# and press the call button to begin the session.
2. Follow the Menu Prompts
   You will be presented with a text-based menu. Follow the prompts by entering the number corresponding to your choice. You will be asked to:
   • Select the Madaraka Express train service.
   • Choose your departure station and destination station.
   • Select your travel date.
   • Choose your preferred travel class (First or Economy).
   • Enter the number of tickets you wish to purchase.
3. Enter Passenger Details
   The system will ask you to enter the full name and National ID or Passport number for each passenger. You will also need to provide a phone number to receive the booking confirmation.
4. Pay via M-Pesa
   After entering all the details, the system will prompt you to pay using M-Pesa. You will need to enter your M-Pesa PIN directly into the USSD menu to authorize the transaction.
5. Receive Confirmation
   Once your payment is successful, you will receive an SMS confirmation. This message serves as your ticket and will contain a booking reference number, your coach, and your seat number. It is important to save this message, as you will need to present it at the station on your travel day.

Madaraka Express Booking Timeline and Capacity

Planning your SGR booking in advance is important, especially for travel during peak periods like holidays or weekends. The system has specific rules regarding how far in advance you can book, and tickets for popular routes sell out quickly.

The official booking window opens 60 days in advance of the travel date. This means you can secure your tickets up to two months before your planned journey. For the high-demand Nairobi-Mombasa route, it is highly recommended to book as close to the 60-day mark as possible, particularly if you are traveling in a group or during the holiday seasons in April, August, and December.

Economy Class tickets are the first to sell out due to their lower price point. First Class and Premium Class offer more availability closer to the travel date, but booking at least a few weeks in advance is still a good practice to ensure you get a seat.

Payment Methods for SGR Online Tickets

The payment system for the SGR is heavily integrated with Kenya's mobile money network. Understanding the accepted payment methods is key to a successful booking, especially for international visitors.

M-Pesa

The primary and most reliable payment method is M-Pesa, a mobile money service operated by Safaricom. When booking online, you will receive an automatic payment prompt (STK push) on your phone, which you must authorize with your M-Pesa PIN within two minutes. For USSD bookings, the PIN is entered directly. It is also possible to pay using the M-Pesa Paybill number, which gives you up to 30 minutes to complete the transaction.

Credit and Debit Cards

Currently, the official SGR booking portal does not accept credit or debit card payments directly. The system is designed around the M-Pesa platform. There have been announcements that card payments may be introduced in the future, but for now, this option is not available.

Guidance for International Visitors

The reliance on M-Pesa presents a challenge for international travelers who may not have a local Safaricom SIM card. To use M-Pesa, you must have a registered Safaricom line. This makes it difficult for a visitor to book tickets independently from outside Kenya.

The most practical solution is to book through a trusted local agent or tour operator like Kenya Peaks Adventures. We can handle the booking and payment process on your behalf, removing the need for you to have a local SIM card or M-Pesa account.

Managing Your SGR Booking

Once you have purchased your ticket, you may need to make changes to your booking. Kenya Railways has specific policies for cancellations and rescheduling, and it is important to be aware of the associated penalties.

Cancellation Policy

It is possible to cancel your SGR ticket, but a cancellation fee applies. According to the official policy, there is a 30% penalty on the ticket price for cancellations. The remaining 70% of the fare is refunded. To cancel a ticket, you typically need to visit the station counter with your booking confirmation and original ID.

Rescheduling Policy

You can also reschedule your trip to a different date or time, provided there is availability on the new service. Rescheduling a ticket incurs a 10% penalty on the ticket price. This process must also be done in person at the SGR station ticket counters.

Printing Your Ticket

While the confirmation SMS is often sufficient for travel, some travelers prefer a physical copy. You can print your ticket at the self-service kiosks located at the SGR termini in Nairobi and Mombasa. You will need your booking reference number and the phone number used for the booking. You can also get a printout from the main ticket counters.

Day of Travel after Booking Online (What to Expect)

Traveling on the Madaraka Express is an efficient and comfortable experience, but it requires punctuality and preparation. Knowing what to expect on the day of your journey will help ensure a smooth process from arrival at the station to your final destination.

Arrival Time at the Station

Kenya Railways recommends arriving at the SGR terminus at least 60 minutes before your scheduled departure time. We have found that arriving 90 minutes early is even better, especially during peak travel seasons. This allows ample time for security checks, ticket validation, and navigating your way to the correct platform without rushing. The boarding gates typically close 10 minutes before the train departs.

Onboard Amenities

The amenities available on the train differ between the two main classes.

• Economy Class: The seating is arranged in a 2-3 configuration. The coaches are clean and have large windows. There are shared charging sockets available in each coach, but not at every seat. Restrooms are located at the end of each coach. A basic snack and drink trolley service is available.
• First Class: The seating is more spacious, arranged in a 2-2 configuration with more legroom and seats that recline. Each pair of seats has its own dedicated charging sockets. The coaches have their own dedicated restrooms, and the ticket price often includes complimentary water and access to a restaurant car with a wider selection of food and drinks.

Journey Time

The travel time depends on the type of train you have booked.

• Express Train: The journey between Nairobi and Mombasa takes just under 5 hours, with only a brief technical stop in Mtito Andei.
• Inter-county Train: This service makes stops at several stations (Athi River, Emali, Kibwezi, Mtito Andei, Voi, Miasenyi, and Mariakani) and takes approximately 6 hours.

Safety and Trust and How to Avoid Booking Scams

Kenya Railways has issued public warnings about unofficial websites and third-party agents that fraudulently claim to sell Madaraka Express tickets. To protect yourself from scams and ensure you receive a valid ticket, it is essential to use only the official booking channels.

The only three official and authorized methods for purchasing SGR tickets are:

• The official Kenya Railways website: metickets.krc.co.ke
• The official Safaricom USSD code: *639#
• The physical ticket counters located at the official SGR stations.

Unofficial platforms often charge extra "service fees" on top of the standard ticket price. A more significant risk is outright fraud, where a website might accept your payment without ever issuing a legitimate ticket. This can leave you without a seat on your travel day and with no recourse for a refund. Always verify that you are using the correct website address before entering any personal or payment information.

Quick Tips & FAQ

This section provides a summary of key points and answers to frequently asked questions about the SGR booking process. Following these tips can help prevent common issues on your travel day.

Quick Tips for a Smooth Journey

• Book Early: Tickets, especially for Economy Class and during holidays, sell out quickly. Book as close to the 60-day advance window as you can.
• Double-Check Passenger Details: Ensure that the full name and ID/Passport number you enter during booking exactly match the identification document you will be traveling with.
• Keep Your Payment Confirmation: Save the M-Pesa payment confirmation message until you have received your official ticket SMS from Kenya Railways.
• Save Your Ticket: Take a screenshot of the ticket confirmation SMS. This provides a reliable backup in case of accidental deletion or network issues at the station.
• Bring Your ID: You will be required to show the original ID or passport that you used for booking at the station before you are allowed to board.

Frequently Asked Questions

What happens if I book a ticket but do not receive the confirmation SMS?

If you have a payment confirmation from M-Pesa but do not receive the ticket SMS within a few hours, you should contact Kenya Railways customer service directly. Provide them with your transaction details, and they can assist in retrieving your booking information.

Can I choose my own seat when booking online?
No, the online booking system automatically allocates seats. You cannot select a specific seat (e.g., a window seat) during the booking process.

Is there a luggage allowance on the SGR?
Yes, there is a luggage allowance. Passengers are permitted to bring baggage not exceeding 30 kilograms (66 lbs) with dimensions of less than 1.6 meters in height, width, and depth.

Can I buy a ticket for someone else using my phone?
Yes, you can book a ticket for another person. You will need to enter their correct full name and ID/Passport number during the booking process. The confirmation SMS can be sent to your phone, and you can then forward it to the traveler.

Useful Resources for Your SGR Bookings

For any issues with your booking or for the most up-to-date information, it is always best to contact Kenya Railways directly. Here are the official contact details and links.

• Official SGR Booking Website: metickets.krc.co.ke
• Official Kenya Railways Website: krc.co.ke
• Customer Service Phone Numbers: 0709 907 000 / 0709 907 555
• Official Support Email: info@krc.co.ke

These are the only official channels for information and support regarding the Madaraka Express service.