SGR Under Fire Over Ticket Hoarding, Kenya Railways Responds

SGR Under Fire Over Ticket Hoarding, Kenya Railways Responds

Following concerns voiced ahead of the Easter holidays, the Kenya Railways Corporation refuted charges of malpractice in its Madaraka Express ticketing system.

The firm has stated that it employs a digital ticketing infrastructure that ensures fairness and transparency for all passengers.

They denied allegations that their employees were hoarding tickets in order to resale them at greater prices as demand increased.

The clarification came after a social media user accused the corporation workers of hoarding Madaraka Express tickets and then selling them to the highest bidders.

The user expressed concern that the alleged malpractice would jeopardize access to rail services.

This comes at a time when many Kenyans are looking forward to using Madaraka Express, claiming graft was “very much alive” within the ticketing office and system.

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“I just hope your staff will not start hoarding the service the way they do with tickets that are eventually sold to the highest bidders,” the user stated.

“Dishonesty is very much alive in your ticketing office/ system.”

In response, Kenya Railways refuted the claims, stating that ticket sales are conducted through a structured digital system designed to promote accountability and equal access.

“The claims made are not accurate; tickets are sold through a structured digital system designed to ensure fairness and transparency,” the corporation stated.

They assured passengers of transparency on ticket sales.

Kenya Railways Ticketing System

Kenya Railways uses three ticketing systems for the Madaraka Express Standard Gauge Railway, allowing passengers to book tickets up to 60 days in advance.

Passengers can visit the official Madaraka Express ticketing website to purchase tickets, or use USSD on their mobile phones by dialling *639#.

At the same time, they can purchase tickets directly at any Madaraka Express station between 1 am and 10 pm.

All payments for online ticket purchases are made via mobile money. For direct ticket buyers at SGR stations, payments are made in cash or by card.

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Before boarding, passengers are required to present valid identification, such as a national ID, passport, or birth certificate for minors.

After booking online or via USSD, a confirmation SMS will be sent, and passengers must print their physical tickets at the station’s self-service machines before boarding the train.

Madaraka Express services are available from Nairobi to Mombasa through Voi.

There is also an inter-county train type which serves five counties, and stops at seven stations along the Nairobi – Mombasa route to allow passengers to board and alight.

The stations include Syokimau, Athi River, Emali, Mtito Andei, Mariakani, and Miritini.