Kenya Railways has issued an apology following a technical issue that disrupted its online booking system for the Standard Gauge Railway (SGR) trains. The hitch, which affected customers seeking to book tickets online, was highlighted in a notice on Friday, where the corporation assured the public that their technical team is working to resolve the matter swiftly.
“We are currently experiencing a technical challenge with our booking platforms. As a result, customers are unable to purchase tickets online,” read part of the statement.
In the interim, Kenya Railways has directed passengers to physically purchase tickets at the nearest Madaraka Express Passenger Service stations. They assured customers that normalcy would be restored as soon as the technical issues are resolved. “We sincerely apologize for the inconvenience caused,” the statement added.
This disruption comes at a time when the SGR has gained significant traction among Kenyans, both for passenger travel and cargo transportation. Since its launch in 2017 by retired President Uhuru Kenyatta, the service has steadily grown to become a vital transportation link between Mombasa and Nairobi. Kenya Railways gradually began taking over SGR operations from the Africa Star Railway Operation Company in 2021, further solidifying local management of the service.
Financial records show that the SGR generated revenue amounting to KSh 18.2 billion by the end of the last financial year, marking a 21.2% increase compared to the previous year. This growth was attributed to a rise in passenger traffic and an increase in cargo haulage, even amidst challenges such as reduced container traffic through the Port of Mombasa. The Kenya National Bureau of Statistics’ Economic Survey Report 2023 indicated that container traffic had declined by 1.9%, attributed to reduced imports of dry bulk cargo.
The SGR has played a pivotal role in transforming Kenya’s transport and logistics sector, making this technical hitch a matter of public concern. However, the company’s swift communication and efforts to resolve the issue underscore its commitment to service delivery.
Passengers are encouraged to remain patient and use physical booking counters during this period. Kenya Railways reaffirmed its dedication to providing seamless travel experiences, with normal operations expected to resume shortly.
