Rail complaints surge to highest level in years
Belgium’s rail ombuds service has reported a sharp rise in complaints, with the highest increase in cases seen in years.
Ombudsrail opened 1,396 new cases in 2025, up 28 per cent compared with 2024, according to its latest annual report. While the total number of contacts remained stable at 4,111, a larger share led to formal complaints.
The service said this suggested people were finding the right channel more easily, but also points to “ongoing structural problems” in the rail system.
In total, 1,725 cases were handled last year, including 329 carried over from previous years. Because some cases involve more than one issue, the total number of complaints reached 3,569.
Most complaints were filed in Dutch (nearly 70 per cent), followed by French (25 per cent), with a small number in English and German.
Service disruption
The main issues raised by passengers concerned how complaints are handled by the national rail operator, SNCB/NMBS. Many said they received no reply, could not get in touch or were passed between departments. Other common problems included fines, service disruptions, poor information, and lack of capacity.
Passengers also reported overcrowded trains, skipped stops and limited access for people with reduced mobility.
For international journeys, travellers often faced complex situations involving multiple operators and booking systems. Missed connections or cancelled trains made it difficult for passengers to claim their rights.
Ombudsman Cynthia Van der Linden said each complaint offered insight into the state of rail travel and called on operators to put passengers first, with clear communication, realistic timetables and fair treatment.
She also urged policymakers to create clearer rules to strengthen passenger rights and improve digital communication systems.
© BELGA PHOTO EMILE WINDAL
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