Kenyan Railways (KR) has cautioned its customers seeking to travel to and from the Coast region via the Standard Gauge Rail (SGR), using the Madaraka Express Passenger Service.
In a public notice issued on Monday, February 3, 2025, Kenya Railways warned the members of public against making ticket bookings using nonofficial channels.
The state corporation went ahead to list three official channels that are accepted for ticket booking.
The travelers have been advised to either book online via www.metickets.krc.co.ke, use USSD code *639#, or visit any of Madaraka Express Passenger Service stations.
“Kenya Railways wishes to notify members of the public that all bookings for Madaraka Express Passenger Service are strictly facilitated through the following official channels: Online: Visit www.metickets.krc.co.ke, USSD Code: Dial *639#, or Physical Locations: Visit any of our Madaraka Express Passenger Service stations,” Kenya Railways stated.
Kenya Railways’ communication channels
Further, the corporation listed the official communication phone numbers, cautioning the public against entertaining any calls from the contacts that have not been listed.
Kenya Railways say any communication from them will be through 0709 907 000 or 0709 907 555, warning that they will not be held liable for any issues arising from bookings or calls made outside the official channels listed.
“We further wish to notify the public that any communication from the Corporation will only be through the following phone numbers: 0709 907 000 or 0709 907 555.The Corporation will not be held liable for any issues arising from bookings or calls made outside the official channels listed above. We urge all passengers to utilize the authorized channels to ensure a smooth travel experience on the Madaraka Express Passenger Service,” the notice reads.
Disruption of online ticket booking
The notice comes just a week after Kenya Railways announced a temporary disruption of its online ticket booking platforms for the Madaraka Express Passenger Service, affecting customers attempting to purchase tickets electronically.
In a public notice dated January 24, 2025, the railway corporation revealed that they were experiencing technical challenges with their digital booking channels.
The disruption is affecting the Madaraka Express train service website, which was launched in January 2018.
“We are currently experiencing a technical challenge with our booking platforms. As a result, customers are unable to purchase tickets online. Our technical team is addressing the issue and we anticipate normalcy will be restored as soon as possible,” part of the statement read.
While issuing an apology, Kenya Railways further advised affected passengers to purchase tickets over the counter at the nearest passenger service station to facilitate their travel arrangements.
“In the meantime, customers are advised to purchase tickets over the counter at the nearest Madaraka Express Passenger Service station. We sincerely apologize for the inconvenience caused,” Kenya Railways added.
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