Kenya Railways has introduced automated ticketing machines on the Mombasa Commuter Rail Service, marking a significant step in the operator’s ongoing efforts to modernise passenger services across major urban routes. The new system, now live at Mombasa Station and Miritini Station, is designed to reduce queues, speed up boarding, and improve payment convenience for the thousands of commuters who rely on the service every week.
The move represents one of the most visible upgrades to the coastal commuter network in recent years, strengthening the link between Mombasa Island and Miritini, where the Standard Gauge Railway (SGR) terminus is located. With fares fixed at 50 shillings per trip, the service is among the most affordable public transport options in the region. Kenya Railways officials say the rollout of automated ticketing is expected to make rail travel even more attractive during peak hours when traffic congestion on Mombasa Road and surrounding highways is most severe.
Under the new system, passengers can purchase tickets digitally through a self-service terminal. The process begins at the bright, interactive ticketing kiosks located within the station concourses. Commuters select their destination, enter the number of travellers, and key in their mobile phone number to initiate payment. A prompt is then sent through the eCitizen-linked M-Pesa platform for authorisation. Once payment is confirmed, the machine prints a receipt-style ticket that is presented to Kenya Railways Passenger Service Attendants upon boarding.
Officials familiar with the rollout describe it as the first phase of a broader digital transformation strategy aimed at harmonising fares, streamlining customer flow, and reducing cash handling across the national railway network. For coastal passengers, the system is expected to significantly cut the time spent queuing at manual counters, particularly during morning and evening rush periods when the majority of office workers, students, and intermodal travellers make their daily trips.
Railway staff say that interest in the new machines has been strong since the pilot began earlier this month, with a growing share of passengers opting for self-service ticketing instead of the traditional over-the-counter purchase. “Commuters are responding positively because it is a straightforward process. It reduces waiting time and makes travel more predictable,” said one Passenger Service Attendant stationed at the Mombasa terminus. She added that the machines also minimise instances of cash-handling delays, especially when tickets are purchased in groups.
Passengers who spoke with BusinessRadar Kenya said the new system resembles the automated ticketing used in rapid transit systems globally, giving the service a modern feel. Many commuters also welcomed the ability to use M-Pesa, which remains the most widely used means of payment among domestic travellers. For frequent users of the Miritini–Mombasa corridor, the change is likely to reduce bottlenecks that previously slowed down boarding, particularly when trains operated on tight schedules.
Transport analysts note that the upgrade aligns with long-term plans to expand commuter rail in major cities including Nairobi, Mombasa, Nakuru and Kisumu. As urban populations grow, rail transport is expected to play a bigger role in reducing congestion, pollution and travel inefficiency. Mombasa’s system, though smaller than Nairobi’s commuter network, has become progressively important as the coastal economy expands and more passengers integrate their travel with SGR long-distance services.
The use of eCitizen as a payment gateway also signals the government’s intent to unify transport payments under digitised national platforms. Through the integration, Kenya Railways can gather more accurate data on commuter patterns, ticket sales volumes and station-level activity. Such information is central to future planning, including fleet expansion, timetable adjustments and potential fare policy changes.
Beyond the immediate convenience benefits, the automated machines help the operator strengthen accountability and reduce revenue leakages. Digital ticketing is easier to audit and provides real-time reporting for management teams, something that has become essential as Kenya Railways increases its investment in passenger operations. Industry observers say the upgrade could lay the foundation for mobile ticketing, QR-based access and contactless smartcards in the future.
Passengers boarding the commuter trains will continue to present their printed tickets to Passenger Service Attendants for verification. Officials emphasised that the process remains simple and familiar, ensuring that the shift to digital purchase does not disrupt customer experience. Kenya Railways has also deployed station staff to assist first-time users of the machines, ensuring a smooth transition as the system scales up.
The expansion of automated services comes at a time when the government is pushing to revitalise the rail sector as an affordable, reliable alternative to road transport. The Mombasa Commuter Rail Service is particularly strategic because it links residential zones to the SGR terminus, enabling seamless movement for travellers connecting to long-distance trains. Officials say the goal is to eventually increase train frequency, improve coach comfort and enhance intermodal integration at key transfer points.
As the festive season approaches, railway officials anticipate increased ridership on both the commuter service and the SGR. The availability of automated ticketing is expected to ease the pressure on customer service counters during the high-demand travel period. Commuters are encouraged to arrive at stations early, familiarise themselves with the new system, and use the self-service option to avoid delays.
With the machines now operational, Kenya Railways says it will collect feedback from passengers during the first weeks of implementation to guide further improvements. Future enhancements may include multilingual screen instructions, accessibility features for persons with disabilities and faster payment processing times as demand grows.
The agency reiterated that the fare remains unchanged at 50 shillings per trip, making the Mombasa Commuter Rail one of the most affordable urban mobility options in the country. Officials urged passengers to embrace the automated system as part of efforts to modernise public transport nationwide.
