Certified services

In 2023, the NF Service certification acknowledged the punctuality and cleanliness of our vehicles, the accuracy of our information and the excellent work ethic of our colleagues. Our ​​4 metro lines, 18 tram lines, 53 bus lines, 19 BOOTIK and KIOSK sales outlets, stops, stations, Customer Services and the Inspection of Transport Tickets service are certified until at least 2025.

The mystery customer

To rate our services, the mystery customers of two external service providers travel on the network. They behave like real customers and inspect our service quality in detail.  More specifically, they examine criteria such as cleanliness, interaction with staff, behaviour, information, etc. They also measure the real-time punctuality of our services with computerised systems.

Smoother traffic flow on the surface public transport

We all agree it’s annoying to wait long for your bus, tram or metro, right? Especially when you have to be somewhere on time. Or when it’s freezing cold outside... That’s why we have been working over the past few years to reduce congestion and to improve the flow of surface public transport.

However, there is still room for improvement. Since each local situation faces different challenges, we developed the “Avanti action plan 2016-2025”.  This plan involves adjusting traffic lights, traffic plans, infrastructure, etc. to specific lines and corridors. To address these varied needs, the ten-year plan also focuses on:

• Defining the lines that need to be treated primarily.
• Taking measures per axis in order to achieve quantifiable effects.
• Setting clear objectives for the future.

3 measures to ​​strengthen the security of the public transport in Brussels

Measure 1: more STIB-MIVB agents and cameras 

Given the high volume of travellers in stations and on platforms, our priority every day is to ensure security. We don't just want you to feel safe, we want you to actually be safe. Therefore, we are implementing the following measures: 

• Are you witnessing a conflict between travellers? Did you notice a suspicious behaviour? Or do you feel unsafe? Our agents will be pleased to assist you. They control all the transport tickets, take action in case of incidents, and fine the offenders.   
• With cameras present in each vehicle, but also in the metro stations and the buildings, we guarantee the security.  
• We closely work with the law enforcement agencies. 

Measure 2: overall security management system 

To reduce security risks as much as possible, we adopted an overall security management system for the public transport network (metro, tram and bus). This system includes:  

• procedures to meet the existing technical and operational standards, 
• the risk evaluation and management methods, 
• the emergency plans developed in accordance with the competent public authorities.  

Measure 3: prevention 

Travellers from all walks of life use our public transport daily. To ensure their safety, we emphasize prevention with social referents. These  

• take on the role of mediator for certain target groups (schools, women, homeless people, young people, local committees); 
• carry out actions for young people and those in vulnerable situations; 
• make sure that STIB-MIVB integrates its societal actions into its socio-institutional environment. To achieve this, they actively cooperate with the competent authorities and the field actors; 
• manage a portfolio of projects.

More about the STIB-MIVB