Many passengers are still unclear about the procedures for canceling or rescheduling tickets for the Madaraka Express trains, despite their operation since 2017. Kenya Railways has established specific rules, including forfeiture of fares and mandatory processing timelines.

• Passengers must cancel tickets at least 48 hours before departure to avoid losing the entire fare; even then, a 30% cancellation fee applies, with only 70% refunded.
• This policy, governing travel between Nairobi and Mombasa, applies to economy, first class, and premium class tickets.
• Rescheduling tickets also requires a minimum of 48 hours notice before departure and incurs a 10% rescheduling fee, with tickets eligible for rescheduling only once and requiring matching passenger details and seat availability.