What was once a source of national pride and a symbol of modern transport in Kenya has now become a source of daily frustration for thousands of commuters.
The Madaraka Express train service, operated by Kenya Railways, connects Nairobi and Mombasa and was launched to showcase the country's progress and offer a reliable, comfortable alternative to the long and often dangerous road journey along the Mombasa-Nairobi highway.
But today, passengers say the service is in steady decline, and the management is doing little to address the growing list of problems.
Commuters are now openly questioning whether Kenya Railways has abandoned its responsibility to maintain the service, or whether the management is simply incapable of handling the demands of a modern rail network.
At the Nairobi Terminus in Syokimau and the Mombasa Terminus, the situation has become unbearable for many travellers.
The self-service ticket printing machines, which were meant to ease the boarding process, have become a persistent nightmare.
Out of four or five machines, only two are usually functional, and even those break down constantly. This forces passengers into unnecessarily long queues, turning what should be a simple process into a test of patience.
The queues are not just an inconvenience; they cause delays, stress, and frustration for passengers who have already planned their journeys carefully.
Many travellers miss their trains because they spend too much time waiting to print their tickets.
Others arrive at the station hours early, only to find themselves stuck in a chaotic system that is completely avoidable.
Frontline staff are doing their best to manage the chaos, but they share the same frustration as the passengers.
Their daily requests to management for machine overhauls and maintenance have been ignored. Staff members have spoken out privately, saying that they have repeatedly flagged the issue to their supervisors, but nothing has been done.
They feel that the management does not care about the problems on the ground, and that their voices are being silenced.
One staff member was quoted as saying that the machines have not been properly maintained for months, and that the management is aware of the situation but has chosen not to act.
The problems do not stop at ticketing.
The infrastructure at both terminals is falling apart.
Broken toilets, non-functional elevators, and neglected facilities have become the norm.
Passengers with disabilities, the elderly, and those travelling with heavy luggage are particularly affected, as they cannot access basic amenities or move around the terminals with ease.
The toilets at the Nairobi Terminus have been out of service for weeks, forcing passengers to hold their discomfort or find alternative facilities outside the station.
The lifts, which are essential for passengers with reduced mobility, have also been out of order for an extended period, leaving many passengers stranded on the upper floors or unable to access the platforms.
These are not minor issues.
They are fundamental failures that reflect a complete disregard for passenger welfare.
Instead of addressing these daily breakdowns and listening to the concerns of both staff and passengers, the management appears to be burying its head in the sand.
There has been no official communication from Kenya Railways regarding the deteriorating conditions at the terminals.
The management has not explained why the ticket machines are not being repaired, why the toilets are still broken, or why the elevators remain non-functional.
Passengers and staff are left to speculate, while the service continues to decline.
The silence from the top is deafening, and it speaks volumes about the management's attitude towards its customers and employees.
A service that was once a point of national pride is being dragged down by poor maintenance and leadership apathy.
The Madaraka Express was built to be a showcase of Kenya's progress and efficiency.
It was a project that captured the imagination of the nation, symbolising a new era of modern transport. But today, that promise is being broken.
The train itself still runs, but the experience around it has become shoddy and unreliable.
The reputation of the service is being eroded by the management's failure to address basic operational issues.
Commuters are now calling on the management to wake up, listen to the people who use and operate the service, and fix these issues before the service collapses entirely.
They want immediate action on the ticket machines, the toilets, the lifts, and all the other neglected facilities.
They want transparency and accountability from the management, and they want to see real investment in the maintenance of the terminals.
Without such action, the Madaraka Express will lose its standing as a premier transport service and will become just another example of Kenya's neglected public infrastructure.
The management of Kenya Railways must answer to the public.
They must explain why these problems have been allowed to persist for so long, and what they plan to do to fix them.
The nation is watching, and the patience of commuters is wearing thin.
It is time for the management to stop burying its head in the sand and start taking the issues seriously.
The Madaraka Express belongs to the people of Kenya, and they deserve better than what they are currently receiving.
Below is a breakdown of the key issues that Madaraka Express passengers say have made the service unbearable.
"Kindly talk about Madaraka Express train service. The quality of Madaraka Express services is steadily deteriorating, and commuters are bearing the brunt of management's neglect. Ticket Machines Out of Service: At both the Nairobi Terminus (Syokimau) and Mombasa Terminus, self service ticket printing is a nightmare. Out of 4 to 5 machines, usually only two are functional, and even those break down constantly. This creates massive, unnecessary queues. Frontline staff are doing their best, but they share the same frustration. Their daily requests to management for machine overhauls are falling on deaf ears. Failing Infrastructure: Broken and out of service toilets, non functional elevators, and neglected facilities are becoming the norm. Instead of addressing these daily breakdowns, the management seems to be burying its head in the sand. A service that was once a point of national pride is being dragged down by poor maintenance and leadership apathy. It is time for the management to wake up, listen to both their staff and passengers, and fix these issues before the service collapses entirely."
