Active Service Line
SGR Cancellation & Rescheduling Help
Avoid the counter lines. We act as your proxy at the station to modify or cancel your Madaraka Express ticket.
How to cancel or reschedule SGR ticket online
To cancel or amend an SGR reservation, Kenya Railways Corporation rules state the passenger must visit the counter in person. However, they allow you to delegate this: our station team can stand at the counter for you.
We present a clear photocopy or picture of your ID card/passport (the one matching the ticket booking details) alongside our own staff representative's original physical ID to process the transaction.
Requirements for SGR Modification:
- SGR E-Ticket number (e.g. 2002598375)
- M-Pesa Phone number used to make the original booking payment
- ID/Passport copy (clear photo upload) of the passenger named on the ticket
- Requests must be submitted at least 48 hours before the scheduled train departure to allow station processing.
Station Runner FeeKES 300 per ticket
🔒 Identity & Data Security: Your uploaded ID or Passport image is transmitted via SSL encryption, stored privately in our database, and permanently deleted immediately upon successful completion of your request.
⚠️ Service Offline: Modification and cancellation requests are currently paused due to station booking holiday holds. Please contact customer care.
Disclaimer: SGR Ticket Desk is an independent assistance service run by SGR Shuttle Mombasa. We are not Kenya Railways Corporation and we are not affiliated with, endorsed by, or acting on behalf of KRC. Ticket refunds, schedule modifications, and availability are subject to Kenya Railways policies and system availability. Our fee covers our staff counter handling run only.