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A passenger has accused the crew of a Chania Prestige matatu of attempting to carry excess passengers, refusing to issue a refund, and later threatening him on Friday night in Thika.
According to the passenger, the incident occurred on December 12, 2025, at around 7:30pm at Makongeni stage, Thika, after he boarded a matatu that was allegedly headed to Kitui. He says that when he boarded, only two seats were remaining, which were quickly occupied.
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The passenger claims that despite the vehicle being full, the conductor attempted to add another passenger to the back row, where a couple with a two-year-old child and the complainant were seated. The passengers reportedly objected, insisting they had paid for their seats and could not accept the carrying of excess passengers.
He alleges the conductor responded by saying it was an instruction from the vehicle owner and that failure to comply would cost him his job. The disagreement escalated, prompting the affected passengers to alight and demand a refund. They were allegedly persuaded to re-board, only for the matatu to be driven a short distance and parked opposite Makongeni Police Station, where passengers were instructed to transfer to another matatu from the same sacco.
The complainant says passengers protested and again demanded refunds, which were refused. He further claims the crew dismissed their concerns and told them to report the matter to the police if dissatisfied.
After opting to leave and seek alternative transport, the passenger alleges that three individuals were sent after him and issued threats, attempting to force him back into the vehicle. He says the individuals retreated after he stood his ground, after which he photographed the matatu and boarded another vehicle.
The matatu involved is reported to bear registration number KCE 719X.
At press time, efforts to reach Chania Prestige Sacco for comment were unsuccessful, as calls to their official contact went unanswered.
The incident raises fresh concerns over passenger safety, the practice of carrying excess passengers, and the conduct of public transport operators, issues that fall under the oversight of the National Transport and Safety Authority (NTSA).
