Kenya Railways (Madaraka Express)
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"Frustrating Refund Policy During Lockdown"
The company has poor customer service. Instead of refunding tickets that couldn’t be used due to lockdown, they insist on rescheduling. I have no plans to travel to the coast again and simply want my money back.
"Kenya Railways – Untapped Potential Amid Challenges"
Kenya Railways has immense potential to alleviate Nairobi’s traffic congestion, but it faces significant challenges. Several train carriages are downed at the yard, and the ones currently running urgently need upgrades and maintenance. With proper investment and revitalization, the railway could become a reliable and efficient transport solution for the city.
"Highly Disappointing Experience on the Nairobi–Mombasa Train"
I was excited to try the newly built train to Mombasa, but it turned out to be one of the most disappointing train experiences of my life, despite extensive train travel in Slovakia. Booking tickets in Nairobi required driving 30–90 minutes to a remote terminal, which felt like a ghost town with more staff than passengers. Customer service was terrible, and despite assurances, we were not seated facing each other. Boarding involved multiple security checks, requiring passengers to arrive an hour early. Onboard, the stewards handled luggage rudely and communicated only in Swahili, making it difficult for non-locals. The restaurant car was restricted to first-class passengers, and only one of two toilets in second class was available for 118 passengers. Seats were cramped, clearly designed for smaller passengers, and the advertised time advantage was unclear. Overall, the journey was chaotic, uncomfortable, and poorly managed—I do not recommend this train.
"Efficient and Reliable Protocols"
The company demonstrates good protocol procedures, ensuring operations run smoothly and efficiently. This attention to process reflects a well-organized and professional approach.
"Frustrating and Incompetent Ticketing Experience"
I found the organization to be completely incompetent and poorly managed. I was unable to book tickets to Nanyuki, and none of their phone lines answered. This is not how a professional service should operate—extremely frustrating and unhelpful.
"Untapped Potential"
This service or facility has so much potential, yet it feels completely neglected and underutilized. It’s a shame to see what could be excellent left deserted and unfulfilled.
"Chaos and Health Risks on the Train"
I’ve been dealing with COVID for two weeks, and the experience highlighted the complete lack of organization while boarding the train, especially on the route from Pipeline to Nairobi CBD. There seems to be no planning or enforcement of safety measures, which likely contributed to me contracting the virus. Extremely concerning and unsafe for passengers.
Kenya Railways (Madaraka Express)
Nairobi–Mombasa Standard Gauge Railway.
Address
Off Haile Selassie Avenue, Nairobi, Kenya,
Website
krc.co.ke
Email
[email protected]
Telephone
+254709907000