Table of Contents
Address:North Gate II
Boulevard Albert II , 8 box 5
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…
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
You can either use the standard form available on the website or send a request by regular mail.
No specific rules defining the procedure to follow.