Passenger rights

 

TRAVELLING BY TRAIN : YOUR RIGHTS

Last update: 15/06/2021

 

When you buy a train ticket, you cannot be asked to pay more because of your nationality or the country in which you buy the ticket. Your rights as a rail passenger normally apply to all rail travel and services in the EU.

 These basic rights are grouped together in EU Regulation 1371/2007 and include, among others :

- the right to buy your ticket without difficulty;

- the right to travel safely;

- the right to compensation in the event of injury or death and liability for luggage

- or the insurance of railway companies in the event of failure to meet their obligations and responsibilities.

 

For more information, click here :

 

 

People with reduced mobility

In Europe, more than one person in five believes that it is difficult to travel because of age, disability or reduced mobility.

European Regulation 1371/2007 provides not only the same opportunities to travel for these passengers as all other citizens, but also additional rights :

- the right to transport for passengers with reduced mobility ;

- the right to information on accessibility;

- free assistance, both on board the train and during

   boarding and disembarkation.

 

For more information :

https://mobilit.belgium.be/fr/pmr

https://mobilit.belgium.be/nl/pbm

 

Compensation

Under the impetus of the management contract concluded between the State and SNCB, a compensation system has been developed to compensate passengers who suffer a train delay.

SNCB therefore grants compensation :

- of 100 % to passengers who have suffered a delay of an hour or more,

- or in case of recurrent and systematic delays:

- of 25% per delay, if no less than 20 delays of more than 15 minutes occurred in a period of 6 months, and

- 50% per delay, if not less than 10 delays more than 30 minutes were recorded in a period of 6 months.

 

For more information :

https://mobilit.belgium.be/fr/traficferroviaire/voyageurs/compensations

https://mobilit.belgium.be/nl/spoorwegverkeer/reizigers/compensatie

 

 

Filing a complaint

Since December 2009, the European Regulation 1371/2007 on passengers' rights and obligations railways, is in force.

If you believe that your rights have not been respected, you can file a complaint either with the enforcement body, or with the FPS Mobility and Transport for railway transport in Belgium.

However, this service will only deal with your complaint if you have submitted a complaint with the railway company concerned beforehand.

The body responsible for the enforcement of the Regulation (NEB) has a period of thirty days from receipt of the complaint to inform them of the admissibility or inadmissibility of the complaint.

Where the complaint is admissible, the time limit for the handling of the complaint by the NEB is three months from the receipt of the complaint.

 

To access the form, click here.

 

 

The mediation service for rail passengers

As an independent body, the Mediation Service intervenes in disputes between railway companies  and passengers.

For more information : https://www.ombudsrail.be/en