Kenya Railways has announced a refund plan for passengers who were unable to travel after disruptions affected the Madaraka Express service earlier this month.

In a statement released on July 15, the corporation detailed two distinct refund procedures based on the status of the ticket held by the passenger at the time of travel.

"For those who had not printed their tickets, the refund will be automatically processed and sent to the mobile number used during the ticket purchase," the notice stated.

However, travellers who had already printed their tickets will be required to present the physical copies at the nearest railway station or terminus to facilitate the refund.

The corporation expressed regret over the inconvenience caused by the suspension, which occurred on July 6, leaving scores of passengers stranded.

“We extend our sincere apologies for the disruption and thank passengers for their patience and understanding,” Kenya Railways said.

The Madaraka Express is a vital link between Nairobi and Mombasa, serving as one of the country's busiest long-distance train services. Its temporary suspension forced many travellers to seek alternative routes, including rerouted trains and road travel.

The refund measure is part of broader efforts by Kenya Railways to regain public trust and address passenger concerns following the service interruption.

To assist those affected, Kenya Railways has provided several channels for customer support, including phone contacts, email, and social media platforms. Passengers in need of help are encouraged to reach out through the official website or the shared customer care lines.

Separately, the corporation recently announced a major development aimed at improving last-mile connectivity in Mombasa. On June 18, Kenya Railways revealed plans to roll out the Mombasa Commuter Rail service, which will link the Miritini SGR terminus directly to the city center.

The upcoming service is expected to significantly ease the commute for travellers arriving from upcountry, eliminating the need for expensive matatu, boda boda, or taxi rides over the final 11 kilometers into the CBD.

“Picture a seamless, affordable ride straight into town no more long and costly transfers,” the corporation noted.

The initiative is part of a wider strategy by Kenya Railways to boost urban transport integration and improve mobility within major cities by aligning commuter rail with existing public transit systems.