Ten days after an abrupt suspension left numerous travelers stranded, Kenya Railways has confirmed that it will be issuing refunds to passengers affected by the cancellation of the 10:00 PM Madaraka Express train from Mombasa to Nairobi on July 6, 2025. The incident caused significant inconvenience for many, with some passengers unable to utilize the alternative train options provided by the operator at the time.
In a public notice released on July 15, the corporation clarified the terms for the refund process. Refunds will specifically be processed for those affected passengers who ultimately did not use the alternative train options that were made available. This ensures that compensation is directed to those whose travel plans were genuinely disrupted without an immediate resolution.
Kenya Railways has outlined a straightforward process for claiming these refunds. For passengers who had not yet printed their tickets prior to the cancellation, the refund will be automatically processed and credited directly to the mobile number that was originally used to purchase the ticket. This automated system aims to streamline the process for digital ticket holders. Conversely, passengers who had already printed their physical tickets are required to present these tickets at their nearest Kenya Railways station or termini to facilitate the refund processing.
The railway operator also conveyed its sincere apologies for the disruption and inconvenience caused by the unforeseen suspension. They expressed gratitude to their passengers for their patience and understanding during the challenging period.
