Our vision

To offer world-class transportation services in an innovative way, using technology to delight, retain and defend our clients.

Who we are

ENA Coach is a bus and shuttle company run by ENA Investments Limited. The company has been operational since 2010 and rebranded from 2008 to 2018.

Buses and parcels

With experience in the PSV industry and courier services, ENA Coach works with Explorer Parcel Handlers (EPH) to study the challenges travellers face and deliver better, exemplary services.

Where we go

ENA Coach covers more than 30 routes within Kenya and is working round the clock to add more routes in Kenya and the wider East African region.

1. Ticket validity

• Tickets are valid only for the date and time of travel indicated.
• Tickets cannot be altered, resold, or refunded.

2. Reporting time

• Passengers must report at the boarding point 30 minutes before departure.
• Failure to report on time will result in forfeiture of the ticket without replacement.

3. Conduct on board

• Consuming alcohol, chewing miraa, or smoking inside the coach is strictly prohibited.
• Do not accept food or drinks from strangers, to avoid drugging incidents.

4. Luggage policy

• Each passenger is allowed 20 kg of luggage free.
• Additional luggage will be accepted at an extra fee.
• Passengers are responsible for their luggage at all times.
• No luggage should be passed through the window.

5. Journey rules

• If a passenger breaks their journey en route, no refund will be issued.
• The company reserves the right to change a bus or shuttle without prior notice in case of emergency or safety concerns.

6. Children

• One child under 5 years may travel free with an accompanying adult.
• Children above 5 years must have their own seat and ticket.

7. General

• Management reserves the right to make decisions in the best interest of passenger safety and comfort.

Polite notice

• Check your receipt or ticket for the date and departure time (AM/PM) before leaving the counter.
• Declare the correct parcel value.
• Goods valued above Kshs 5,000 must be insured by the sender.
• Children above 5 years must be booked a seat.
• Package parcels with suitable materials.
• Proof of identity (ID card or passport) is required when receiving parcels.

Compensation policy

EPH aims to provide good quality courier service. Where it fails to meet the agreed service, it will offer compensation where appropriate.

• Service delivery failure: loss or major inconvenience because the expected parcel was not delivered within at least 72 hours.
• Damage to property: where damage is caused by staff or an accident, the company will liaise with its valuator and pay compensation where appropriate.
• Extraordinary circumstances: cases not covered by specific policies may be compensated at the discretion of the General Managers or Head of Operations.
• Payments: may include an amount for distress and suffering, not exceeding Kshs 5,000. Higher payments only in exceptional cases at the Company Director's discretion.
• Claims are considered only if received within 4 days of the service delivery failure.
• Compensation may take at least two weeks to process.

Customer complaint procedure

• We acknowledge within three business days of receiving your complaint.
• We review your complaint and may ask for more information.
• We investigate within 10 business days, objectively and impartially.
• We respond with our findings and any actions taken.
• We take action and amend our practices or policies where appropriate.
• We record your complaint for improvement, and handle your personal information under privacy law.

Complaint escalation

1. Who we are

ENA Investment Limited is a passenger transport and logistics company operating within Kenya. We handle your personal data responsibly and in compliance with the Data Protection Act, 2019 (Kenya).

2. Information we collect

• Personal: full name, phone number, email address, national ID or passport details where necessary.
• Booking and travel: ticket details, routes, seat numbers.
• Payment: M-Pesa or mobile money transaction details.
• Location: pickup and drop-off locations; GPS tracking data for safety and operations.
• Customer support: call recordings; messages by SMS, email or social media.
• Technical: website usage data (cookies and analytics).

3. How we use your information

• Process bookings and issue tickets
• Provide transport and parcel services
• Send travel updates and service notifications
• Offer customer support
• Improve our services and operations
• Enhance safety and security
• Comply with legal obligations

4. Sharing your information

We may share your data with ENA staff and authorized agents, payment service providers, government and regulatory authorities when required by law, and trusted third-party providers (IT, communication, analytics). We do not sell or rent your personal data.

5. Data security

We protect your data with secure systems, restricted access and staff confidentiality obligations.

6. Data retention

We keep your data only as long as necessary to provide our services, meet legal and regulatory requirements, and resolve disputes.

7. Your rights

• Access your personal data
• Correct inaccurate information
• Request deletion of your data (where applicable)
• Object to or restrict processing

To exercise your rights, contact us using the details below.

8. Cookies & tracking

We use cookies to improve your browsing, analyze traffic and personalize content. You can manage cookie settings in your browser.

9. Third-party links

Our website may link to third-party platforms. We are not responsible for their privacy practices.

10. Updates to this policy

We may update this policy from time to time. Updates will be posted on this page.

11. Contact us

Email info@enacoach.co.ke or use live chat.