You don’t have to go to the station to plan your trip.

You can consult all timetable information and find the most suitable travel formula online.

You can also call the Central Customer Service information line for traveller information.

The number 02 528 28 28 is available seven days a week, from 7 am to 9.30 pm. (Dial 02 555 25 55 if you have a phone with a dial).

Remarks and suggestions regarding our service

If anything goes wrong during your trip and you want to point out this problem, contact the station or train staff. They might be able to help you solve your problem.

You can also voice service-related remarks to the Central Customer Service. This service will ensure that your reaction is thoroughly investigated. We have developed a report form (only available in French or Duch) to help you formulate your suggestion or remark, which can be downloaded. This form can also be found at the ticket office of every station.

Send your reaction to the following address:

SNCB/NMBS Mobility
Bureau B-MO 062 S 13/6
Central Customer Service
Avenue Porte de Hal / Hallepoortlaan 40
1060 BRUSSELS

By email: service.clients@sncb.be

Enclose the necessary proof with your report form and don’t forget to mention the station of departure, departure time and destination, if necessary. Give your account number if it concerns a refund.

Send properly prepaid letters to the Central Customer Service, or hand it in free of charge via the ticket office of your local station.

Compensation regarding delay

If your train was delayed for over 60 minutes or your train is regularly late, then contact the Compensation Department of the Central Customer Service:

SNCB/NMBS Mobility
Bureau B-MO 061 S 13/7
Central Customer Service
Avenue Porte de Hal / Hallepoortlaan 40
1060 BRUSSELS

By email: compensations@sncb.be

More information regarding delay compensation.

Reactions regarding a trip without a valid ticket

Finally, you can also turn to the Central Customer Service if you didn’t have a valid ticket in the train and you don’t agree with the suggested arrangement. Send your reaction to the Irregularities Department. Enclose your original settlement ticket if you arranged the situation in the train, or mention the number of the conclusion (“C170”) you received.

Reactions regarding irregularities (C170) can be sent to:

SNCB/NMBS Mobility
Bureau B-MO 061 S 13/7
Central Customer Service
Avenue Porte de Hal / Hallepoortlaan 40
1060 Brussels

By email: irregularites@sncb.be

Ombudsman

If you aren't happy with the way SNCB/NMBS has handled your complaint, you can contact the SNCB/NMBS Ombudsman. (in French or Dutch)

The Ombudsman is an independent body.