Kenya Railways

Terrible experience, because when we arrived at the station we discovered that tickets cost 1000 KES per person and with the app we paid 2566 KES. Basically 150% more. On top of that, they make you pay 1000 KES for a completely useless insurance. Obviously non-refundable! In fact, we missed our first trip due to a problem and despite having the insurance, we were not refunded.

Very confusing exchange to actual tickets at the counter in Nairobi as you need the phone number that the tickets are ordered from and it has to be a Kenyan number. Something that is not provided by 12Go when ticket is issued. After getting the help of a security guard and running between 5 different counters we finally got our tickets.

Ee did not have the numbers for the return ticket

Everything was top 👍

I just had to get a printed copy of the train ticket at a kiosk at the train station. They don’t accept online scans of tickets from a phone at Mombasa Terminus.

It was great, very good customer service; I later discovered that I paid over the odds however I did book with short notice. Overall really good service.

Fantasic and very comfortable to travel.

It was a nice, comfortable and safe safari-like trip where elephants, zebras, antelopes, monkeys and the beautiful Kenyan geography could be seen along the way. Thank you for everything.

We found it surprising that the booking references sent by the railways through 12Go was NOT the booking reference needed at the railway terminal. They needed that in order to change our tickets for our return and for the return of our son Lucien. We could not check our computer for the references needed as there is no wifi at the station; so we could not consult our Macs for the emails we had received.

The train and service on board were excellent. Only when I got the ticket from the office, the price of the ride was mentioned on the ticket and I noticed that I paid almost twice (!) that fee to 12go Asia.

Poor ventilation, poor information and support, slow service. Train was very clean and designated cleaner was on top of keeping everything clean.