SGR ticket cancellation and refund process

Hello Joy. I am sorry but SGR officers issue refunds 48 hours before the day of travel. In such a case, you may not get any refund.

We hope that one day they will be.

Sorry for late response. Hope you were able to get help.

Hello, the SMS is usually with the M-Pesa message. Hope you were able to retrieve and print your ticket. As long as you receive your M-Pesa transaction code, you can go to the terminal to print at the counter or at the printing machine using the MPesa number you paid with.

Hello. Sorry for the late response. You can only cancel a ticket up to 48 hours before departure

Yes, you can cancel your ticket up to 48 hours before departure (2 days prior) and get a refund of 70%.

Hello. Sorry for late feedback. You can cancel your ticket up to 48 hours before the travel then book again for the correct route. SGR withholds cancelation fee of 30% of the ticket amount and you need to do this at the terminals. Hope you were able to get help.

Hi Jenta. Sorry for the delayed response. It is possible to reschedule your ticket but you need to visit the nearest terminal. Hope you got help.

Hi Purity. Sorry for the delayed response. Usually, you need at least 24 hours to change your ticket. Hope you were able to get help.

Hi Mohamud. Sorry for the delayed response. You always need to print your ticket before traveling. As long as you get your MPesa message, you can show it to the agents at the terminal. However, you need to confirm the transaction went through and that your ticket was generated. Hope you got help.

Hi John. Sorry for the delayed response. Currently, you need to go to the nearest terminal with your ID or send someone there. Hope you got help.

Hi Hannah. Sorry for the delayed response. You can always cancel and re-book at the nearest terminal. Hope you were able to get assistance.

Hi Michael. Sorry for the delayed response. After receiving your ticket number on mobile, you can always print your ticket at the terminal before travel. Hope you got help.

Hi Bonventure. I am sorry. This is not the official krc website, I am only providing information to help fellow travelers. The process has been hectic recently, it is almost impossible to change a ticket. We hope they can change this soon because it is hurting many people

Sorry I was not able to help, I am limited because I do not work at SGR and the ticket rescheduling/cancellation policies keep changing. Currently, it is almost impossible to help someone change their booking.

Sorry, I have just seen your comment. Hope you git help

Me too am trying to call the sgr number not going through i need to change my ticket from 19th to 20th

Hi there, Im meant to travel on Friday 16th to mombasa and 20th coming back. Unfortunately I had to undergo urgent surgery and I will not be able to travel. How can I get a refund as your number is always busy.

Hi Joan, if you are just rescheduling you can call the sgr office on 0709388888 they will be able to help. Thanks

Hi Isaac, sorry I was not able to get back to you in time. Currently, you can get a refund if you cancel up to 48 hours before travel (2 days )

Not if you are re-booking

Hi Naomi and happy new year! Sorry for the late response. Did you get help? you can always ask someone to change the ticket for you. In case you need help, WhatsApp me on 0733149419. Disclaimer: I don’t work for the SGR but can help. Cheers

Hi Josephine. You need to cancel the current booking and rebook subject to availability on the preferred train. You can start by booking the right train to reserve your space, then move on to cancel the current one. The cancellation fee will remain at 20 percent. Visit the nearest booking station or call 0709 388 888 for assistance. Here are ways to book: https://nairobilifestyle.com/book-sgr-ticket-online-guide/
Thank you and all the best!

Hello please can u change for me my ticket I just mistaked I wanted to book from mombasa to nairobi and because of typing error I selected nairobi to mombasa please change for me because it is four tickets

Hi Peter, please call the SGR office to modify your booking. You will need your ticket number and ID/PP number plus 20 percent charge.

Hi Isabelle. This happens if you book online. When travelling as a group/family, it is advisable to visit the nearest station and tell them to sit you together. However, if you book online or via MPesa, you will be assigned random seats. If the train/coach is full, do not worry. Travellers are always willing to exchange seats. After boarding, just ask your or the other person’s neighbour to exchange seats. Chances are high that they will allow you to sit together, instead of cancelling. Hope this helps.

Hi Thomas, please visit the nearest station for assistance.

Hi Dorothy. Visit the nearest station to cancel your current booking then book afresh with the new details. It will cost you 20 percent of the ticket price. Alternatively, call the sgr bookings line on 0709 388 888 for assistance.

Hi Catherine. You cannot transfer the ticket. You need to call the booking office early to cancel the ticket, get 80 percent refund then top up to buy a new ticket for the other person

Once you cancel the trip, the sgr booking officials will give you 80 percent refund.

Hi Mohamed. Yes, it is possible. Just visit the nearest terminal with your current tickets and make the change. It will cost you 20 percent of the ticket price, so you need money to top-up. All the best!

Hi Mercy, sure, you can send someone else. just ensure they have your ID copy or picture. They need your full names as they appear on ID and ID number to complete the process.

Hi Oglah. You need to visit the ticketing station and make the change from there.

I have an emergency therefore I would like to cancel my ticket and get refunded

Hi Golda, kindly cancel the tiket and rebook

I am not sure you can apply for a refund online, but you can call SGR directly on these numbers: 0728603581, 0728603582, 0708572574, 0708571587

Yes, as long as there is space in the preferred train. You will need to cancel the booking and rebook.

I booked my ticket yesterday as I was to travel tomorrow but due to some reasons I will not be able to travel can I cancel my ticket and put it open

Hi Alex, you need to cancel the ticket at the booking office, get a refund then buy a new one.

Hi Peter. Yes, but you need to visit the booking office

I have booked 5 tickets 1st class on 27 th June instead of 27 th July coach 3 seat no 23 to 27 how do I change and don’t have their passport they just sent the numbers

Hi Joan, only one person can check-in using one id. You can book for minors using your ids but they’ll need their identification documents during check-in. Hope you got help with this.

Hi Joseph. You can make this change at the booking office

Please even me i booked yesterday wrongly and i wanted from mombasa to nairobi instead I booked from nairobi to mombasa

Yes. You will need to cancel the booking and obtain a refund