Booking & Reservations
How do I book a ticket with Trinity Express?
You can book a ticket through our website, by calling our customer service hotline, or by visiting any of our booking offices and agent locations across the country. Online booking is available 24/7 and allows you to select your preferred seat, travel date, and departure time. Simply visit our website, choose your route, select your schedule, and complete the payment to receive your e-ticket via email or SMS.
What payment methods do you accept?
We accept a wide range of payment methods for your convenience. These include mobile money services (such as M-Pesa, Airtel Money, and Tigo Pesa), bank transfers, credit and debit cards (Visa and Mastercard), and cash payments at our offices and agent locations. For online bookings, mobile money and card payments are the primary options.
What is your cancellation and refund policy?
Cancellations made at least 24 hours before the scheduled departure time are eligible for a full refund minus a small administrative fee. Cancellations made within 24 hours of departure may receive a partial refund or a travel credit valid for 90 days. No-shows are not eligible for refunds. To request a cancellation, please contact our customer service team with your booking reference number.
Can I change or reschedule my booking?
Yes, you can reschedule your trip free of charge up to 12 hours before departure, subject to seat availability on your new preferred schedule. Changes made within 12 hours of departure may incur a small rescheduling fee. To modify your booking, contact our customer service team or visit any Trinity Express office with your booking confirmation details.
Do you offer group booking discounts?
Yes, we offer special rates for group bookings of 10 or more passengers travelling together on the same route and schedule. Group discounts range from 10% to 20% depending on the group size and route. To arrange a group booking, please contact our sales team at least 48 hours in advance so we can ensure adequate seating and provide you with the best available rate.
How far in advance can I book a ticket?
Tickets can be booked up to 30 days in advance through our website or booking offices. We recommend booking at least 3 to 5 days ahead for popular routes, especially during holiday seasons and weekends, to secure your preferred seat and departure time. Early booking also allows you to take advantage of any promotional fares that may be available.
Travel & Routes
What documents do I need to travel?
All passengers are required to carry a valid form of identification such as a national ID card, passport, or voter registration card. For international routes, a valid passport with the necessary visas is mandatory. Children travelling without their own ID must be accompanied by a parent or guardian with valid identification. Your booking confirmation (printed or digital) should also be available for verification at boarding.
What is the baggage allowance?
Each passenger is allowed one piece of luggage (up to 25 kg) stored in the luggage compartment and one small carry-on bag in the cabin. Additional or oversized luggage may incur extra charges. Fragile, valuable, or perishable items should be carried in your hand luggage. We recommend labelling all bags with your name and contact details. Please note that Trinity Express is not liable for unlabelled or improperly packed items.
How early should I arrive before departure?
We recommend arriving at the departure point at least 30 minutes before your scheduled departure time. This allows sufficient time for check-in, baggage handling, and boarding. During peak travel periods such as holidays, arriving 45 minutes to an hour early is advisable. Buses depart on schedule and late arrivals may not be accommodated.
Can children travel alone on Trinity Express?
Children under the age of 12 must be accompanied by an adult (18 years or older). Children aged 12 to 17 may travel unaccompanied with a signed consent letter from a parent or legal guardian, along with copies of the guardian's identification. An unaccompanied minor form must be completed at the booking office before travel. Our staff will ensure the child's safety throughout the journey.
Is food or drink available on board?
On longer routes, our buses may make scheduled rest stops where passengers can purchase food, beverages, and snacks. Some premium services include complimentary bottled water. Passengers are welcome to bring their own food and non-alcoholic beverages on board, though we ask that you keep the bus clean and dispose of any waste at rest stops or upon arrival. Alcohol consumption on board is strictly prohibited.
What happens if the bus is delayed?
While we strive for punctual departures and arrivals, delays can occasionally occur due to traffic, weather conditions, or unforeseen circumstances. In the event of a significant delay, our customer service team will notify affected passengers via SMS or phone call. If a delay exceeds two hours, passengers may be offered the option to reschedule at no additional cost or receive a partial refund depending on the circumstances.
Can I select my seat when booking?
Yes, seat selection is available during the online booking process and at our booking offices. You can view the bus seating layout and choose your preferred seat from the available options. Some premium seats, such as front-row or extra-legroom seats, may carry a small surcharge. Seat assignments are on a first-come, first-served basis, so we recommend booking early for the best selection.
Courier & Packages
How do I send a package through Trinity Express?
To send a package, visit any Trinity Express office or authorised agent location with your item. Our staff will weigh and measure the package, help you complete the shipping form, and provide a tracking number. You will need to provide the recipient's full name, phone number, and the destination office where the package will be collected. Payment is made at the time of dispatch, and the recipient will be notified via SMS when the package arrives.
How can I track my package?
You can track your package using the tracking number provided at the time of dispatch. Enter the tracking number on our website's courier tracking page or contact our customer service hotline for a status update. You will also receive SMS notifications at key stages: when the package is dispatched, in transit, and when it arrives at the destination office ready for collection.
What are the delivery times for courier services?
Delivery times depend on the route and destination. Packages sent between major cities typically arrive within the same day or the next business day. Deliveries to smaller towns and rural areas may take 1 to 3 business days. Express courier options are available for time-sensitive shipments at an additional cost. Delivery estimates are provided at the time of booking and are subject to route schedules and conditions.
What are the size and weight limits for packages?
Standard courier packages should not exceed 30 kg in weight and must fit within dimensions of 80 cm × 60 cm × 50 cm. Larger or heavier items may be accepted as cargo shipments with different pricing and handling. All packages must be securely wrapped and properly labelled. Items exceeding standard limits should be discussed with our office staff beforehand to arrange appropriate handling and pricing.
What items are prohibited from being sent?
Prohibited items include flammable materials, explosives, firearms and ammunition, illegal drugs, hazardous chemicals, live animals, perishable foods without proper packaging, and any items banned by law. Corrosive substances, pressurised containers, and radioactive materials are also strictly prohibited. Trinity Express reserves the right to inspect packages and refuse shipment of any item deemed unsafe or in violation of our terms and conditions.
Is insurance available for packages?
Yes, we offer optional insurance coverage for courier packages. Basic insurance covers loss or damage up to the declared value of the item for a small percentage-based premium. Enhanced coverage options are available for high-value items. We strongly recommend insuring valuable shipments. Insurance claims must be filed within 7 days of the expected delivery date, and proof of value (such as a receipt or invoice) may be required.
Safety & Comfort
What safety measures does Trinity Express have in place?
Safety is our top priority. All our buses undergo regular maintenance and safety inspections. Our drivers are professionally trained, licensed, and subject to periodic health and performance evaluations. Buses are equipped with seat belts, fire extinguishers, first aid kits, and emergency exit systems. We enforce strict speed limits using GPS tracking and speed governors, and we monitor driver behaviour through onboard systems to ensure the highest standards of road safety.
What amenities are available on the bus?
Our modern fleet offers comfortable reclining seats with ample legroom, air conditioning, overhead reading lights, USB charging ports, and onboard entertainment systems on select routes. Premium services may include Wi-Fi connectivity, complimentary water, and extra-wide seats. All buses are kept clean and well-maintained to ensure a pleasant travel experience for every passenger.
Are your buses accessible for passengers with disabilities?
We are committed to making our services accessible to all passengers. Select buses in our fleet are equipped with wheelchair ramps and designated accessible seating. Passengers with mobility challenges or special needs are encouraged to notify us at the time of booking so we can make the necessary arrangements, including priority boarding and assistance from our trained staff. We are continuously working to improve accessibility across our entire fleet.
Do you offer travel insurance?
Yes, optional travel insurance is available for all passengers at the time of booking. Our travel insurance covers medical emergencies, trip cancellation, lost baggage, and personal accident benefits during your journey. Insurance premiums vary depending on the route and coverage level selected. We recommend purchasing travel insurance for long-distance trips for your peace of mind. Full terms and conditions are available on our website and at booking offices.
What are the emergency procedures on board?
All Trinity Express buses are equipped with clearly marked emergency exits, fire extinguishers, and first aid kits. Before departure, drivers provide a brief safety announcement covering emergency exit locations and procedures. In the event of an emergency, passengers should remain calm, follow the driver's instructions, and proceed to the nearest emergency exit. Our drivers are trained in emergency response, first aid, and evacuation procedures to ensure passenger safety at all times.
Is it safe to travel at night with Trinity Express?
Yes, night travel with Trinity Express is safe. For overnight routes, we assign two drivers who alternate to ensure alertness throughout the journey. All buses are fitted with GPS tracking that is monitored in real time by our operations centre. Speed governors prevent excessive speed, and our routes are carefully planned to use the safest available roads. Rest stops are made at well-lit, secure locations. Passengers can travel with confidence knowing that their safety is our priority around the clock.
General
What are your operating hours?
Our booking offices are open from 6:00 AM to 9:00 PM daily, including weekends and public holidays. Bus departures are scheduled throughout the day starting as early as 5:00 AM, with the last departures typically around 10:00 PM depending on the route. Our customer service hotline is available from 6:00 AM to 10:00 PM, and our online booking platform is accessible 24 hours a day, 7 days a week.
What should I do if I lose an item on the bus?
If you realise you have left an item on the bus, contact our customer service team as soon as possible with your travel details, including the date, route, seat number, and a description of the lost item. Our staff will check the bus and our lost-and-found inventory. Found items are kept at the destination office for up to 30 days. You may collect your item in person with valid identification, or we can arrange to send it to you via our courier service for a small fee.
How can I file a complaint or provide feedback?
We value your feedback and take all complaints seriously. You can submit a complaint or suggestion through our website's contact form, by calling our customer service hotline, by emailing our support team, or by visiting any Trinity Express office in person. Please include your booking reference, travel details, and a clear description of your concern. Our team will acknowledge your complaint within 24 hours and aim to resolve all issues within 5 business days.
Do you have a loyalty or rewards programme?
Yes, Trinity Express offers a loyalty programme for frequent travellers. Members earn points for every trip and courier shipment, which can be redeemed for discounted or free tickets, seat upgrades, and other rewards. Signing up is free and can be done online or at any booking office. Members also receive exclusive access to promotional offers, early booking windows, and priority customer support. The more you travel, the more you save.
What languages does your staff speak?
Our staff members are fluent in English and Swahili, which are the primary languages used across our operations. At various locations, staff may also speak local and regional languages to better serve the communities we operate in. Our customer service team is equipped to assist you in both English and Swahili via phone, email, and in person.
Is Wi-Fi available on the buses?
Wi-Fi is available on select premium and long-distance routes. Where available, passengers can connect to the onboard Wi-Fi network free of charge for basic browsing, email, and messaging. Bandwidth may be limited, so streaming and large downloads are not recommended. We are progressively rolling out Wi-Fi across more of our fleet to enhance the travel experience for all passengers.
Do you operate during public holidays?
Yes, Trinity Express operates every day of the year, including all public holidays. During major holidays such as Christmas, Easter, and Eid, we often add extra departures on popular routes to accommodate increased demand. We recommend booking well in advance during holiday periods, as seats fill up quickly. Holiday schedules and any special service notices are posted on our website and social media channels.