The Standard Gauge Railway (SGR) in Kenya, operated by Kenya Railways, has transformed travel between Nairobi and Mombasa, providing a safe, fast, and comfortable travel option for passengers. Since its launch, the Madaraka Express has become a preferred mode of transport for both locals and tourists, thanks to its convenience and accessibility. For passengers who need assistance, whether with bookings, general inquiries, or lost items, here is a comprehensive guide to the main SGR contact numbers and email addresses.
Key SGR Contact Information
If you have questions or need assistance related to the Madaraka Express or Kenya Railways, here are the primary ways to get in touch:
- Madaraka Express Passenger Service Inquiries
- Phone: +254 709 388 887
- Use this line for inquiries about the Madaraka Express, ticket bookings, complaints, or lost and found issues.
- Kenya Railways Headquarters Customer Care
- Phone: +254 709 907 000 / +254 709 907 555
- For general customer care inquiries, Kenya Railways Headquarters can assist with information related to SGR schedules, ticketing issues, and other Kenya Railways services.
- Email Contacts
- General Inquiries: info@krc.co.ke
- Madaraka Express Tickets: metickets@krc.co.ke
These email addresses are ideal for non-urgent queries, detailed assistance requests, or feedback on the service.
Kenya Railways Headquarters Address
For in-person visits or official correspondence, the headquarters of Kenya Railways is located at:
Workshops Road, Off Haile Selassie Avenue, Opposite Technical University of Kenya, Nairobi
This location is easily accessible and provides support for a variety of rail services, including customer assistance for SGR passengers.
Booking and Travel Tips for Madaraka Express
- Booking in Advance: The Madaraka Express train service can fill up quickly, especially during weekends and holidays. It is advisable to book tickets at least a few days in advance to secure your preferred travel time.
- Mobile and Online Ticketing: You can conveniently book SGR tickets via the Kenya Railways mobile app or their website. Alternatively, tickets can be purchased at SGR stations in Nairobi, Mombasa, and other stops along the line.
- Arrive Early: Passengers are encouraged to arrive at least one hour before departure to allow for security checks and smooth boarding.
- Baggage Allowance: Be mindful of the baggage policies. Each passenger is allowed to carry a maximum of 30 kg, and any excess weight may incur additional fees.
Frequently Asked Questions for SGR Passengers
- How can I recover a lost item?
Contact the Madaraka Express Passenger Service via 0709 388 887 to report lost and found items. Staff are available to assist in retrieving items left on the train. - Can I change my travel date after booking?
Yes, but changes must be made at least 48 hours before your departure time. Call the Kenya Railways Customer Care numbers for further assistance. - Is there Wi-Fi on board?
Currently, Wi-Fi services are not provided on Madaraka Express trains. Passengers are encouraged to arrange for their own internet access if needed. - How can I request a refund?
Refunds may be available for canceled tickets, depending on the timing and reason. Reach out to 0709 907 000 or 0709 907 555 for guidance on the refund process.
Why Choose SGR for Travel in Kenya?
The Madaraka Express offers a unique way to travel across Kenya, boasting multiple benefits for passengers:
- Fast Travel Time: The SGR train reduces the travel time between Nairobi and Mombasa to approximately 5 hours, compared to 8–10 hours by road.
- Comfort and Safety: The SGR prioritizes passenger comfort, with clean, air-conditioned coaches and designated seating arrangements for a pleasant journey.
- Scenic Views: Travelers enjoy Kenya’s stunning landscapes from the comfort of the train, passing through Tsavo National Park and other scenic regions.
The SGR’s Madaraka Express has quickly become a hallmark of Kenyan transport, enhancing connectivity and tourism between Nairobi and Mombasa. Whether you’re booking tickets, seeking travel assistance, or reporting a lost item, the provided contact information and travel tips make it easy to navigate your SGR journey. For questions about schedules, ticketing, or customer support, Kenya Railways’ friendly customer care team is always ready to assist.
