How to Apply for SGR Refund & Amount You Receive

A pair of SGR tickets (left) and inside the SGR train in Kenya.
A pair of SGR tickets (left) and inside the SGR train in Kenya.

Wondering if you can be refunded Standard Gauge Railway (SGR) or train ticket once you make a purchase by mistake? The good news is you can.

The bad news, however, is that you won't be refunded the full amount initially paid for.

On Monday, November 7, Keya Railways Corporation (KRC) announced that all aggrieved customers can claim refunds and will received 70 per cent of their old tickets.

For instance, if you make an erroneous payment of Ksh2,000, you will receive Ksh1,400 as refund while the company will retain Ksh600 (equivalent of 30 per cent) as its deduction.

An image of the Nairobi terminus station.
The SGR Nairobi terminus station.
Kenya Railways

How to Apply

To make the application, customers can either visit SGR terminal or contact their call center for reversal.

The applicants must also print out their ticket while visiting the terminal nearest to them and carry their original identification card (of the account used to purchase the ticket).

Applications must be made 48 hours in advance for individuals and 72 hours for groups.

"For refund, you have to visit SGR terminus with your original ID. This should be done up to 48 hours before the indicated time of departure. Refund is subject to 30% deduction," KRC statement clarified.

Those seeking to switch their tickets from one class to another should also apply for refunds and them make fresh purchases.

The refund amount was lowered from 80 per cent in 2017 to the current 70 per cent.

At the time, the SGR had also announced that individuals who fail to catch up with the train in time were likely to receive 80 per cent refunds.

The directive was, however, applicable only to those who purchase tickets at intermediate stations.

A first class ticket from Nairobi to Mombasa costs Ksh3,000 for adults and Ksh1,500 for economy class while that of economy class ranges between Ksh1,000 and Ksh500.

The Mombasa Terminus of the Standard Gauge Railway.
The Mombasa Terminus of the Standard Gauge Railway.