My name is Joseph Njeru Gichoni.
I am writing to formally lodge and escalate a complaint against Molo Line Services following an incident that occurred on 13 May 2026 while travelling from Eldoret to Nairobi – I wrote to them last week and up to now they have not responded to me.
On the material day, I boarded a matatu operated by Molo Line Services which was clearly indicated as travelling on the “Nakuru – Nairobi – Thika” route. Before boarding, I specifically confirmed with both the driver and ticketing staff that the vehicle was indeed proceeding to Nairobi.
After being assured that it was, I paid a fare of KES 1,400 through the payment method directed by their office staff and boarded the vehicle.
The vehicle departed Eldoret at approximately 10:25 a.m. However, upon arrival in Nakuru at approximately 1:30 p.m., and before reaching the designated main stage, passengers travelling to Nairobi were offloaded at an unofficial stage and transferred into another vehicle belonging to NYENA SACCO (Registration No. KDA 211N), which was empty and being washed at the time.
During this process, attendants collected and confiscated passengers’ receipts under the pretext that they were “doing totals” and would return them before departure. The receipts were never returned. I strongly believe this was an intentional effort to conceal the identity and details of the original vehicle and crew involved.
When I insisted on getting my receipt back and attempted to take photographs for evidentiary purposes, I was met with hostility, intimidation, and harassment by the attendants. In the process, I nearly lost both my phone and glasses.
As a result of this unlawful and unprofessional conduct, passengers were stranded in Nakuru until approximately 3:00 p.m. and only arrived in Nairobi at around 6:49 p.m., causing significant inconvenience and distress.
I initially reported the matter directly to the management of Molo Line Services through a formal complaint email dated 14 May 2026. However, despite the seriousness of the complaint, the company has failed and/or refused to respond.
The matter was also formally reported to the police under:
OB No. 86/13/05/2026 at 1942 hrs
Kamukunji Police Station
I respectfully request NTSA to:
1. Investigate the conduct of Molo Line Services and the crew involved.
2. Investigate the unlawful transfer of passengers to another SACCO vehicle.
3. Investigate the confiscation of passenger receipts and intimidation of passengers.
4. Take appropriate regulatory and disciplinary action against the operator and responsible staff.
5. Ensure public service vehicle operators comply with passenger safety, accountability, and consumer protection regulations.
I am prepared to provide further information, full witness contacts, payment records, and any additional evidence that may assist your investigations.
I trust NTSA will treat this matter with the urgency and seriousness it deserves in order to protect passengers from similar mistreatment in future.