The Kenya Railways Corporation has dismissed allegations of malpractice in its Madaraka Express ticketing system, assuring passengers of fairness and transparency ahead of the busy Easter holiday period.
The corporation was responding to concerns raised on social media, where a user accused staff of hoarding tickets and reselling them at inflated prices as demand rises.
“I just hope your staff will not start hoarding the service the way they do with tickets that are eventually sold to the highest bidders. Dishonesty is very much alive in your ticketing office/system,” the user claimed.
In a swift response, Kenya Railways refuted the allegations, stating that ticket sales are managed through a structured digital platform.
“The claims made are not accurate. Tickets are sold through a structured digital system designed to ensure fairness and transparency,” the corporation said.
The agency explained that passengers can book tickets up to 60 days in advance through its online platform, USSD service (*639#), or directly at stations between 1am and 10pm. Payments are made via mobile money, card, or cash at designated points.
Passengers are also required to present valid identification before boarding, with tickets confirmed via SMS and printed at station self-service machines.
The Madaraka Express operates between Nairobi and Mombasa, with stops including Syokimau, Athi River, Emali, Mtito Andei, Mariakani, and Miritini, serving thousands of travelers daily.
Kenya Railways reiterated its commitment to accountability, urging the public to use official booking channels to avoid inconvenience during peak travel periods.
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