Kenya Railways Corporation has explained how passengers can retrieve their Madaraka Express tickets if they fail to receive a ticket number after making payments through mobile money.
The clarification came after members of the public raised concerns over cases where payments were completed through the online booking system, but no ticket number was generated.
One passenger reported that the online booking system encountered a technical problem and instructed him to complete the payment through a mobile money paybill.
After making the payment, however, the passenger reported that he did not receive a ticket number, raising fears that the transaction had not gone through and that his money could have been lost.
Kenya Railways subsequently confirmed that the booking had been successfully completed despite the system failing to generate a separate ticket number.
The corporation clarified that passengers facing a similar situation can use the account number displayed on their mobile money payment confirmation message as their booking confirmation number.
“Your booking was successful. The account number in your mobile money confirmation message is your booking confirmation number,” Kenya Railways said.
Passengers can then present the booking confirmation number together with the mobile phone number used to make the payment to print their tickets at any Madaraka Express station.
The clarification means travellers who complete a payment but fail to receive a separate ticket number should first check their mobile money confirmation message before concluding that their booking was unsuccessful.
Madaraka Express passengers can make bookings through the Kenya Railways online booking portal, where they can select their preferred travel date, route and seat before completing payment via mobile money.
Passengers can also book tickets through USSD by dialling *639# on their mobile phones.
Alternatively, tickets are available over the counter at SGR stations, where passengers are required to present their original National ID or passport.
The Madaraka Express currently operates between Nairobi and Mombasa, including return journeys.
Meanwhile, construction of the Standard Gauge Railway extension from Naivasha through Kisumu to Malaba is underway, with completion expected by July 2027. The expansion is expected to open up rail travel to more destinations in western Kenya.
