Since its launch five years ago, Madaraka Express has continued to register a phenomenal growth in passenger numbers. As of May 20 2022, 7.71 million passengers had been transported since the launch of SGR passenger services. In 2017, Afristar, the SGR operator, ferried a total of 699,055 passengers. The operator also ferried 666,285 passengers in 2018, 1,619,193 in 2019, 835,326 in 2020 and 2,004,112 in 2021. 

Kenya Railways Corporation, the regulator of Standard Gauge &Meter Gauge railway operations, has ensured the uninterrupted running of the passenger train services for the past five years as well as maintaining an accident-free record throughout that period.

Compared to public road transport, rail has a large carrying capacity. For example, one Madaraka Express passenger train can carry up to 1,678 passengers. Rail is the most efficient and convenient mode of transport as it has fixed routes and schedules. Passenger safety is the hallmark of Afristar. 

To ensure smooth and efficient operations, there are 39 stations that is 13 Passenger Stations, 24 Crossing Stations and two Junction Stations. 

As part of the localization programme, Kenya Railways is now responsible for 13 passenger service operations. The corporation is also responsible for passenger revenue management, ticketing and passenger station operation management, ticketing system management, ticketing system-related equipment management, passenger customer service and centre management.

Among the milestones that Madaraka Express is proud of include the commissioning on May 31, 2017 by President Uhuru Kenyatta, the launch of Inter-county Madaraka Express Passenger Services on November 1, 2017, and celebrating the operation SGR safely for one year on May 31, 2018. 

Other milestones include the launch of double-stack trains on September 29, 2018 to improve the evacuation of cargo from the Port of Mombasa, unveiling of the two millionth passenger on November 3, 2018, and celebration of the second anniversary of the Madaraka Express at Nairobi Terminus on May 31, 2019.

More milestones are the inauguration of Phase 2A passenger service and the Naivasha ICD by the President on October 16, 2019, and the launch by President Kenyatta of SGR freight services to the Naivasha Inland Container Depot on December 17, 2019.  In yet another milestone, Afristar on February 24 2020 had operated the SGR safely for 1,000 days and marked four years of success on May 31, 2021. On January 11, 2022, transit cargo was offloaded from an SGR train onto an MGR train destined for Malaba as a trial run. 

The highly remarkable rate of successful passenger operations is attributed to advanced railway equipment such as the Centralised Traffic Control system used in the dispatching centre, the synergy between departments and the strict implementation of train schedules as well as giving priority to passenger trains on the line. 

In order to improve passenger experience, Afristar adheres to a “passenger first” approach. The company listens to customers by regularly conducting customer service surveys and acts on feedback. It also facilitates customer service training for staff. For instance, in February, passenger attendants attended a cross-cultural etiquette programme facilitated by Smart Skills Trainers. The company also adds coaches during the holidays and peak seasons to cater to the increased demand. 

As the company marks five years of flawless operations, passengers can be assured of safety and best customer experience, given that as of May 20, the company had operated Madaraka Express safely for 1,816 days. Once SGR operations are fully integrated with the Meter Gauge Railway and the Nairobi Commuter train service, passenger numbers will increase significantly as there will be an increase in travel destinations.

—The author is the Executive Adviser, Africa Star Railway Operation Company