Passengers eager to try the newly introduced seats on Kenya's Standard Gauge Railway (SGR) trains will need to book their tickets in person, after Kenya Railways confirmed that access to the upgraded coaches is currently available only through over-the-counter purchases.
The clarification comes amid growing public interest in the new seating arrangements on the Madaraka Express service between Nairobi and Mombasa.
According to Kenya Railways, the upgraded coaches are being introduced gradually as part of an ongoing programme to improve passenger comfort. The rollout began in late 2025 and is expected to continue over the coming months.
"We began to roll out the new passenger seats in 2025. However, not all coaches have been fitted with the new seats," a Kenya Railways official said.
"The introduction of the new seats is an ongoing process. We are rolling them out gradually to ensure minimal disruption to operations," the official added.
For now, only two economy-class coaches on each journey feature the upgraded seating. That limited availability has led many passengers to ask how they can increase their chances of securing a seat in one of the refurbished coaches.
Kenya Railways says the answer is simple: book in person.
Passengers who purchase tickets online are assigned seats through the system's normal allocation process, meaning there is no guarantee they will be placed in one of the upgraded coaches. Those seeking the new seats are therefore advised to visit SGR stations and make their bookings directly at the ticket counters.
"To get the new coaches, one has to book over the counter and not online," the official said.
The requirement has generated discussion among regular SGR users, many of whom have embraced online booking for its convenience. However, Kenya Railways says the gradual nature of the rollout means the upgraded seating option has not yet been fully integrated into the digital reservation system.
To book a ticket in person, travellers must visit an SGR station with an original national identity card or passport, provide their travel details and complete payment through cash, card or mobile money options.
The upgrade programme is part of wider efforts by Kenya Railways to improve passenger experience on one of the country's busiest transport corridors. Since its launch in 2017, the Madaraka Express has become a popular alternative to road travel between Nairobi and Mombasa, carrying millions of passengers annually.
Railway officials say additional improvements are planned as more coaches undergo refurbishment.
For now, passengers hoping to enjoy the new seating will have to take an extra step and book their journeys at the station, at least until the upgraded coaches become more widely available across the fleet.