Service quality


STIB places the customer at the heart of its activity.

The company takes numerous initiatives to offer a quality service throughout the entire journey. These efforts seem to be paying off. In recent years travel by public transport enjoys a spectacular growth. Between 2008 and 2018, the number of journeys grew by 45,9%. In Brussels, nowadays nearly half of the journeys (besides walking) is made by public transport.

STIB strives to continually improve the quality of the services provided to the customers. With that in mind, the operator has initiated the "Service quality" certification for several years now. This approach is based on a European standard (the EN 13816 standard - Public passenger transport - Service quality definition). This is a certification of results requiring the company to regularly measure its service commitments.

The independent French organisation, AFNOR certification, is in charge of monitoring the services which STIB provides. Each year, this body issues, renews or withdraws the "service" label.

A tripartite committee, made up of the Region, STIB and customer representatives, meets several times a year in order to evaluate the process in hand and to refine it if necessary.