Travellers Charter

Your rights.Our commitments.

sncb

SNCB is doing its utmost to provide you with a quality service. This has already been our long-standing daily commitment.

Our aim is to do everything to uphold European Regulations regarding travellers’ rights. We view these rights, which are considerable, not as constraints, but as commitments with our customers.

The commitments set out below have been definitively set, as evidenced by the integration of all European regulations regarding the rights of travellers set out in our Transportation Conditions. These can be downloaded from our site www.sncb.be or may be consulted at our ticket offices.

OUR COMMITMENTS

in line with European regulations

The SNCB is doing everything possible to provide you with the latest information

All the necessary information is provided to make your journey more enjoyable.

1. Special offers and promotions

SNCB’s special offers and travel fares are available for consultation at:

• sncb.be; • Transport Conditions can be downloaded at sncb.be or consulted at stations; • From sales and information staff at station ticket counters and by calling 02 528 28 28; • Facebook et Twitter

2. Timetable information tools

Via sncb.be

• You can plan your journey door-to-door by using our journey planner in real time. • Get train departure and arrival times for a particular station in real time. • Find out about disruptions and delays on the network in real time. • Create your own personal timetable leaflet.

Via GSM or smartphone

FREE SNCB apps for iPhone, iPad, Android Phone/Tablet.

• Find the nearest stop via GPS and work out the most direct door-to-door itinerary in real time. • Get train departure and arrival times for a particular station in real time. • Find out about disruptions and delays on the network in real time. • Subscribe now and get notifications of delayed, redirected or cancelled trains. We’ll suggest alternative trains.

Facebook and Twitter

• We answer your questions Mon - Fri: from 6.00 a.m. until 9.30 p.m. Weekend: from 7.00 a.m. until 9.30 p.m.

Contact Center

• Tel. 02 528 28 28 Daily: from 7:00 a.m. until 21.30 p.m.

SNCB offers you a choice of shopping channels

sncb.be

Our web site enables you to buy your ticket or renew your season pass on-line (up to 31 days before your journey date).

SNCB App

Do you have an iPhone or an Android smartphone? Thanks to the SNCB app you are just a few clicks away from buying your ticket, whenever and wherever you want.

From automatic vending machines

Automatic vending machines are available at stations for quick ticket purchases, Season Tickets, B-Excursions or to renew your travel pass.

At station ticket counters

You can buy your ticket up to 31 days before the start of your journey. You can also buy at any other station.

Have you seen anything suspi-cious or require

urgent help?

Call toll free at0800 30 230

You will be transferred to Secu-rail which will get back to you as quickly as possible.

SNCB looks out for your safety

Your personal safety at stations and on board trains is a priority for us. We do everything in our power to prevent anything that could put your safety at risk.

What should you do in case of per- sonal injury on your journey

Liabilities arising from personal injury You have the right to compensation in case of death or injury if the liability falls on the railway company. Advance payments In case of death or injury during a journey in Belgium, SNCB will provide an advance payment to cover im- mediate financial expenses within 15 days after the identification of the person entitled to compensation. In the case of death, the compensation will be a mini- mum of €21,000.00.

Please note, the payment of a monetary compensa- tion does not constitute a recognition of liability and the advance may be deducted from any subsequent sums due from compensation. Reimbursement may be de- manded if the death or injuries are found to have been caused by a fault or negligence on the part of the passenger.

SNCB assists disabled customers free of charge

Do you encounter difficulties when travelling alone? Opt for our tailor-made ‘B for You ‘service! Our staff are on hand to help you plan your journey and provide assistance adap- ted to your needs. In practice, introduce your request

• Book with complete peace of mind either by telephone or in ternet up to 24 hours before departure for direct or indirect ourneys in 132 stations

Go to our website sncb.be, under the heading «Stations and on-board services», page «Passengers with reduced mobility».

Tip : register with «My SNCB» on sncb.be.You will save time when ma king future bookings and can track the status of your request for assistance.

Call 02 528 28 28 - open every day from 7.00 a.m. until 9.30 p.m.

• Up to 3 hours before departure Book by express by telephone up to 3 hours before departure for direct journeys (without connections) between 6.30 a.m. and 9 p.m. and between two of the following 41 stations:

Aarschot, Antwerpen-Centraal, Arlon, Blan-kenberge, Braine-le-Comte, Brugge, Brus-sels Airport-Zaventem, Bruxelles-Central, Bruxelles-Midi, Bruxelles-Nord, Charleroi-Sud, Denderleeuw, Dendermonde, De Panne, Genk, Gent-Dampoort, Gent-Sint-Pieters, Hasselt, Kortrijk, La Louvière-Sud, Leuven, Libramont, Liège-Guillemins, Lier, Lokeren, Louvain-la-Neuve, Marloie, Mechelen, Mol, Mons, Namur, Nivelles, Oostende, Ottignies, Oudenaarde, Ro-chefort-Jemelle, Sint-Niklaas, Tournai, Turnhout, Verviers-Central and Zottegem. Call 02 528 28 28 - open every day from 7.00 a.m. until 9.30 p.m.

Whenever a train is delayed, a connection with another train is missed or a service is can-celled on all or part of your route, we will do our utmost to take you as quickly as possible to your station of destination, by train, and at no additional cost. This routing will be made via the same itinerary, or via an alternative itinerary that will permit you to arrive at your station of destination.

In this case, or if it is impossible to complete the journey the same day, SNCB will do its utmost to provide, as much as possible, an alternative which will bring you to your destina-tion station.

• with alternatives in case of delays, lost connec- tions or cancelled trains.

• a detailed compensation scheme which is set out in detail at sncb.be

SNCB offers refunds and alternatives in case of delay

Punctuality is one of SNCB’s constant concerns in the same way asare safety, comfort and cleanliness.

Despite all the attention and care we pay to providing a regularservice and honouring schedules, delays do happen,causing understandable dissatisfaction.

In case of delay, SNCB is committed to providingyou with:

REGULATORY AGENCY to ensure European regulations are me met

SPF Mobilité et TransportsDirection Politique ferroviaire

Service réglementationCity Atrium

Rue du Progrès 56 1210 Bruxelles

Responsible editor : Sabine Jonckheere, Commercial DirectorAvenue de la Porte de Hal 40 – 1060 Bruxelles¨Production : Design SNCB Marketing and Sales

Each European Member State has appointed an authority to monitor the application of Regulation 1371/2007.

In Belgium the appointed body is the SPF Mobilité et Transport, Direction Générale du Transport Terrestre (SPF General Directorate of Land Trans-port). It ensures the correct applica-tion of the provisions of the Regula-tion for rail companies.

In case of infraction or non respect of the Regulation provisions, a com-plaint may be lodged with this regu-latory agency of the SPF Mobilité et Transports.