Kenya Railways has announced it will refund tickets to passengers affected by the cancellation of the Mombasa–Nairobi train service on July 6.
In a statement issued on Tuesday, the corporation said refunds will be issued to travellers who were unable to board the alternative transport options that had been arranged.
''Kenya Railways wishes to inform passengers affected by the suspension of the 10:00 PM Madaraka Express passenger train from Mombasa to Nairobi on 6th July 2025 that refunds will be issued to those who were unable to travel via the alternative train options provided,'' the authority noted in a statement.
Kenya Railways has clarified that refunds will be processed differently depending on how passengers accessed their tickets. For those who had not printed their tickets, the refunds will be automatically sent to the mobile number used during the ticket purchase.
However, passengers who had already printed their tickets will be required to present them at the nearest terminus or station to have their refunds processed manually.
Adding that, "for passengers who had printed their tickets: Kindly present your printed ticket at the nearest termini or station for refund processing. We sincerely apologize for the inconvenience caused and thank you for your patience and understanding."
Meanwhile, the cancellation of the train service on the eve of Saba Saba day sparked a wave of criticism online, with many Kenyans taking to social media to express their frustration over the abrupt and poorly communicated suspension of services.
Social media users interpreted the suspension as a deliberate way to deter Nairobi residents from attending the planned Saba Saba demonstrations.
"I'm on my way to this train, and this is how you notify customers? You have our numbers; why not send a blast SMS? What is the solution—are we being rescheduled for the next train?" one disgruntled passenger posted.
Another user added, "Just sad. Leaving hundreds of youths stranded, some with nowhere to go, risking their lives, just to ensure they don't make it to Saba Saba."
The backlash intensified after it emerged that the announcement by Kenya Railways coincided with reports that hundreds of youths returning from the Diani Summer Tide Festival were stopped by authorities at the Dongo-Kundu bypass near Likoni, Mombasa, raising further questions about the timing and intent of the service suspension.
The cancellation of the train came just hours after hundreds of other commuters leaving via the same route were blocked by police officers, missing their 2pm SGR ride.
