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Veteran actress Mary Khavere better known as Mama Kayai has come out to plead with Standard Gauge Railways services to review their ticket exchange and refund policy after she was allegedly denied a refund.
Sharing her experience on social media, Mama Kayai said she intended to travel to Mombasa but injured her leg, and upon reaching the SGR offices she was told it was impossible to transfer her ticket as she was late.
“I hope everyone is well, I’m good, just hurt my leg a little but I’m doing well, recuperating well too. So I wanted to travel to Mombasa but because of the state of my leg, I opted not to go. But now when I wanted to go change my SGR ticket, they are telling me I can’t change it, I’m late. So now I’m just left wondering, SGR can’t take pity on Kenyans? If you are late and come a day like today, why don’t they just change it for you? Also, there are so many people who want to buy this ticket but they have refused, they are saying I cannot sell it and if I wanted to change it I should have changed it yesterday. Honestly, what is the difference between yesterday and today yet there are people who want to buy it?” she asked.
According to the Vitimbi actress, SGR should come up with new policies that will allow travellers to adjust their schedules hassle-free in case of emergencies.
“Please SGR, have pity on us. If someone comes late or wants to change their ticket on that day, just agree and change the ticket for them. But if you come on the same day, they refuse and say you are late. We don’t mind if you deduct some money…but agree to change the ticket. In my case, I bought a ticket but I can’t redeem it. I have just decided to go back home because you have refused to change it for me.
“Nowadays so much is going on, people are facing financial problems…Please be considerate,” she said.
According to the refunds and rescheduling policies for the Madaraka Express train service between Nairobi and Mombasa, updated on June 01, 2019, a refund request shall only be accepted 48 and 72 hours before the time of travel for individuals and groups respectively.
Also, refunds shall be subject to a 30% fee of the ticket price and no refunds shall be done for damaged or defaced tickets.
On rescheduling, tickets can be rescheduled for the same class (First/Economy), origin and destination as per the initially purchased ticket, subject to availability.
Passengers may reschedule up to 48 and 72 hours for individuals and groups respectively before the time of travel.
Rescheduling, however, attracts a fee of 10% of the ticket price. Damaged or defaced tickets are not eligible for rescheduling.
Further, a ticket shall only be rescheduled once. A rescheduled ticket shall not be eligible for a refund.
