The Ombudsman for rail passengers

Address:

Phone: +32 800 25 095
Phone from abroad: +32 2 221 04 11 
Fax : +32 2 221 04 29 
Email : plaintes@ombudsrail.be
Website : https://www.ombudsrail.be

Submit a mediation request
via Belmed

For which problems ?

For any problem between a customer and a railway company (NMBS/SNCB, Thalys, Eurostar, DB, SNCF, …) such as train delays or cancellations, train frequency (number of train to a specific destination by day), transport tickets, customer service quality (information, assistance to passengers with reduced mobility, …), number of cars, loss of luggage…

Fees

None.

Prerequisite for access

You must have tried to solve the dispute directly with the company, to no avail. Or you did not receive an answer to your complaint within 30 days.

How does it work ?

The service will try to reach an amicable and fair solution with the railway company.

In case of failure, the parties can still take the matter to a court

Form

You can either use the standard form available on the website or send a request by regular mail.

Rules

No specific rules defining the procedure to follow. 

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