Transport rules of the STIB

The Société des Transports Intercommunaux de Bruxelles (STIB-MIVB), or Brussels Public Transport Company, with its head office at Rue Royale, 76, 1000 Brussels, is an association governed by public law and is responsible for operating the urban public transport system within the Brussels-Capital Region.

Its structure and the organisation of its activities are governed by the Order of 22 November 1990 on the organisation of public transport in the Brussels-Capital Region and its implementing decrees, together with its management contract and specifications, decisions by Government and various management bodies and through the legislation and regulations applicable to public transport in the Brussels-Capital Region, particularly in terms of transport ticket inspection. The service provided by STIB-MIVB is also dependent on agreements with the authorities and operators of other public transport networks which STIB-MIVB works with, in the framework of interoperability.

The conditions, terms and fares of transport are set by government decree:

• The rules of behaviour are set by the decree of the Government of the Brussels-Capital Region of 2 May 2024 which sets certain conditions for operating the public transport in the Brussels-Capital Region;
• The price for transport tickets and mediums, as well as the amount of the surcharges are set by decree of the Government of the Brussels-Capital Region setting the prices for the passengers transport on the urban and regional transport network of the Brussels-Capital Region (so-called “fares decree”).

The STIB is also subject to the provisions of Chapter 6, Section 3, of the law of 2 October 2017 regulating private and particular security.

In case of contradiction between these Rules of Transport and a legal or regulatory provision, in particular the decree of the Government of the Brussels-Capital Region of 2 May 2024 or the fares decree mentioned above, the legal or regulatory provision prevails. Under no circumstances can users invoke the provisions of these Rules of Transport to exempt themselves from their legal and regulatory obligations.

is a change of vehicle during a journey.

all spaces used by the STIB for the operation of public transport, whether these spaces are accessible to the public or not, as defined in article 1, 2° of the decree of the Government of the Brussels-Capital Region of 2 May 2024 which sets certain conditions for operating the public transport in the Brussels-Capital Region, i.e. tram and bus stops and stations located on the surface, vehicles and underground and surface metro and pre-metro stations of the network, with the exception of spaces occupied by third parties having a valid title. 

use of the vehicles and facilities of one (or several) public transport operator(s) during a period and on a radius determined by the validity of the transport ticket used for this purpose.

is the route of a bus, tram or metro line from terminus to terminus.

opportunity to travel, regardless of the medium, on the networks of the different public transport operators, as long as this medium is loaded with a transport ticket that is valid on the network of these operators. Every public transport operator is responsible for the cards that it issues or the mobile application it offers and the related customer service. 

is a personalised, smart card valid for 5 years which stores virtually any transport ticket purchased by or for its holder and works using contactless technology. This personalised card is nominative and holds all STIB ticket and season ticket information, combined tickets and season tickets and tickets for other Belgian public transport operators and other service providers. The card contains the following information: surname, name, date of birth, identity photo, tariff profiles, language, gender and postal code along with the transport tickets purchased and the last 3 validations.

is a non-personalised smart card valid for 5 years that holds just ticket information (no season ticket information).

device as defined in Articles 2.15.1. and 2.15.2 of the Traffic Regulations, namely either a cycle, either a non-motorized mobility device (i.e., any vehicle that does not meet the definition of cycle, that is propelled by the muscular force of its occupant(s) and that is not equipped with an engine, such as a step), or a motorized mobility device (i.e., any motor vehicle with one or more wheels that cannot, by construction and by the power of its engine alone, exceed the speed of 25 km/h on a horizontal road, such as an electric step).

is a disposable anonymous ticket with an integrated electronic chip which holds just ticket information (no season ticket information).

is a physical person who uses the urban public transport service operated by STIB-MIVB in the Brussels-Capital Region.

payment of a transport ticket on an EMV validator specially designed for this purpose using a bank card equipped with NFC (Near Field Communication) contactless technology or a bank card issued on a NFC smartphone (or other connected device) via an electronic wallet (such as Google Pay, Apple Pay) or a payment application, which allows contactless payment, both of which are hereinafter referred to as "EMV bank card". EMV are the abbreviations for Europay, MasterCard and Visa.

STIB-MIVB, De Lijn, TEC and SNCB-NMBS.

ticket in the form of a QR code generated via an app on a smartphone (or other connected device). 

is all the bus, the tram and the metro lines operated by STIB-MIVB and the facilities that it manages.

is the authorisation for the user to use all or part of the STIB (or SNCB, De Lijn and/or TEC) network in accordance with the features of the transport ticket in question, as described in Chapter IV and in the laws and regulations in force, particularly the Government decrees setting the fares for transport tickets. There are two types of tickets: service tickets and season tickets. The transport ticket is produced physically or electronically on the medium determined by STIB. Alternatively, it may be purchased by EMV bank card, in which case the purchase and validation are carried out at the same time by simply presenting the EMV bank card in front of the EMV validator specially provided for this purpose. 

opportunity to travel with the same transport ticket on the networks of the different public transport operators, as long as this ticket is valid on the network of these operators.

presenting a paper ticket, a MOBIB card or a MOBIB Basic card or an EMV bank card in front of a validator on boarding a public transport vehicle or entering a metro or pre-metro station, and also, when it is necessary, at the exit of a metro or pre-metro station. For the digital ticket, the traveler validates their ticket by activating it in the mobile application in which they purchased the digital ticket before boarding a vehicle or at the entrance to a metro or pre-metro station  (“Activation”).

is a device used to validate transport tickets held on a MOBIB card, MOBIB Basic cards or paper tickets or used to purchase and validate transport tickets paid by EMV bank card.

STIB-MIVB offers various transport ticket types, each with specific characteristics in terms of validity, geographical radius of the access, the procedures for obtaining it, the type of medium or means of payment, etc. For each transport ticket these characteristics are identified in the description given in the Annexes to the Rules of Transport. Fares for the various transport tickets are set by the Brussels-Capital Region Government in accordance with Article 18 of the Order of 22 November 1990.

At all times and without compensation, users must comply with any change (fare or otherwise) to their current transport ticket as well as any change to the STIB-MIVB offer or more generally to the conditions for accessing and using the public transport service, and this following a decision made by the competent authority or body in respect of the regulations in force, or following modifications decided by or agreed with the authorities or bodies in charge of the other public transport networks which STIB-MIVB works with, in the framework of interoperability (De Lijn, TEC and SNCB-NMBS).

The ticket in itself has its own validity period starting from the date of purchase in the case of service tickets or from its date of commencement of validity in the case of season tickets.

Regarding service tickets, the duration is 18 months from the date of purchase (for more information, please see the Annex “Transport tickets issued by the STIB”).

Regarding season tickets, the validity period is specific for each season ticket formula and runs from the date of commencement of validity as stated at the time of purchase (for more information, please see the Annex “Transport tickets issued by the STIB”).

The removal of a transport ticket from the list of transport tickets in the Annex “Transport tickets issued by the STIB” does not mean that this ticket can no longer be used, but simply that it is no longer sold; it can be used as long as its validity period is not exceeded.

The transport tickets currently issued by STIB-MIVB are listed and described in the Annex Transport tickets issued by the STIB-MIVB.

When a user travels on the network of another public transport operator using an interoperable ticket sold by STIB, the rules of transport of the relevant operator apply. For more information, the user can consult the website of the relevant operator(www.sncb.be , www.letec.be , www.delijn.be).

The transport tickets issued by other public transport operators and which are also valid on the STIB-MIVB network are listed in the Annex Transport tickets issued by other public transport operators valid on the STIB-MIVB network. The description of their characteristics is available from the other operators, in particular on their websites.

Fares for the transport tickets issued by STIB as well as the charges and surcharges due in the event of infringement of the decree of the Government of the Brussels-Capital Region of 2 May 2024 which sets certain conditions for operating the public transport in the Brussels-Capital Region, are determined by the fares decree available by clicking here.

At any time, the users are required to comply with the fare changes. They are also solely responsible for choosing the type of ticket they buy, taking into account their personal situation. No modification or reimbursement takes place except in the cases provided for in point IV.4 below.

Tickets are not refunded, except for full-priced12 months-season tickets, i.e. STIB 12 months season tickets, Brupass and Brupass XL 12 months season tickets.  

However, no refund can be given for a refund request submitted after the expiration date of the season ticket in question.

Refunds shall be made by bank transfer, by cash or post or by issuing a voucher. The amount to be refunded by STIB-MIVB shall correspond to the amount paid on the purchase of the ticket minus:

• 30% of the value of the season ticket for the first month of use and 10% more for each month initiated. Each initiated month counts as a full month of use; and,
• administrative charges of 10.00 (ten) euros.

In order to get a refund of a season ticket, the user must show proof of identity as well as the MOBIB-card on which the season ticket is loaded.

a. Rules common to all transport tickets

All users of the STIB network must have a valid transport ticket. By exception, children under the age of 6 travel free and without transport ticket on the STIB network.

A user  is in possession of a valid transport ticket only if this transport ticket has been validated prior to every journey, as foreseen in article 3,7° of the decree of the Government of the Brussels-Capital Region of 2 May 2024 which sets certain conditions for operating the public transport in the Brussels-Capital Region.

Users must thus validate their transport ticket prior to every journey. At aboveground stops, the transport ticket must be validated every time the user boards or connects to a bus or a tram. In underground metro and pre-metro stations, users must validate their transport ticket at the automatic turnstiles, or, if there are no turnstiles, at the validators at the entrance to the stations
or in the mobile application in which he purchased his digital ticket.

Users who do not manage to validate their transport tickets for technical reasons (for example in the event of a defective transport ticket, validator or smartphone (or other connected device)) must purchase another transport ticket in order to make their journey.

Users must present their transport tickets on request to a member of STIB staff acting in the course of their duties.

• For transport tickets loaded on a MOBIB card or paper ticket, the user must present his MOBIB card or paper ticket.
• For transport tickets purchased by EMV bank card, he must present the EMV bank card he used to pay for and validate the transport ticket.
• For digital tickets, the user must present the QR Code generated via activation in the mobile application in which they purchased the digital ticket.

Users must also prove their identity on request to any member of STIB's inspection staff acting in the course of their duties.

A single transport ticket may never be used simultaneously or successively by several users, except for transport tickets which are expressly valid for several people (namely, only non-digital ten journeys and school group tickets). As a consequence, a service ticket which has already been validated by a user may no longer be used by a different user, even if its validity has not yet expired.

It is prohibited to be in a vehicle or controlled area without being in possession of a valid and validated transport ticket, such as determined by article 3,7° of the decree of the Government of the Brussels-Capital Region of 2 May 2024 which sets certain conditions for operating the public transport in the Brussels-Capital Region. In the event of violation of the aforementioned provision, no transport contract is formed and the surcharge imposed by the STIB constitutes a lump-sum compensation for the inconvenience caused in accordance with article 11 of the aforementioned decree, the amount of which is set by the fares decree of the Government of the Brussels-Capital Region.

Moreover, in accordance with articles 171 to 173 of the Act of 2 October 2017 regulating private and particular security, security agents may refuse access to a controlled area, in which a transport ticket is required, to people who are not in possession of a valid transport ticket, or ask a person in a controlled area without a valid transport ticket, to leave the area, if necessary by using force. They may also ask these persons to present or transmit identity documents, control them, copy them or retain them, in accordance with Articles 174 to 184 of the aforementioned Act.

Moreover, if the user fails to comply with the abovementioned rules or in the event of fraudulent use of a transport ticket, STIB reserves the right to seize the transport ticket that the user presents at the time of the control in the form of a paper ticket or a MOBIB card and/or to refuse the user the right to use the transport tickets that are in the user’s possession for a given period.

b. Specific rules of use for the MOBIB cards
There are two types of MOBIB cards: personalised cards and non-personalised, 'Basic' cards.

Personalised MOBIB card
The personalised MOBIB card is personal. It contains any transport ticket concluded with STIB-MIVB or with another operator by or for its holder and its use is reserved exclusively for its holder as identified in the STIB-MIVB database. The holder must inform STIB-MIVB immediately in the event of loss or theft of the card or if there are any changes to the data provided in the registration form for issuing the card. The holder agrees to use the MOBIB card in accordance with its operating instructions, these Rules of Transport and the applicable regulations.

For any card issued, charges will have to be paid by the customer to STIB-MIVB at a price set using the price grid applicable on the day the card is issued, as approved by the government of the Brussels-Capital Region pursuant to Article 18 of the Order of 22 November 1990. These charges are to be immediately and fully paid as soon as the card is issued. The MOBIB cards and the data they contain remain the property of STIB-MIVB.

The card holder may pay for the travel of anyone accompanying him if he has a transport ticket type that allows this. The accompanying person or persons in question must remain with the card holder for the entire duration of the journey.

In the event of theft, loss or damage to the MOBIB card due to a use that does not comply with the operating instructions or negligence, users can request a new card in the form of a duplicate card, at their own cost (a duplicate fee will then be due in accordance with the price grid applicable on that date). Valid transport tickets loaded on the card to be replaced are transferred to the new card.

In case of recognized technical failure during the five-year period of validity of the card , the user may request its replacement without any charges. Beyond this five-year period of validity, the replacement of the card is compulsory and the user must pay a user fee for the new issued MOBIB card at a price set according the price grid applicable on the day the card is issued, as set out in the fares decree. Valid transport tickets loaded on the card to be replaced are transferred to the new card.

The MOBIB card holder waives all claims related to the use of the card or its content, except in the event of fraud or gross negligence by STIB-MIVB.

STIB-MIVB reserves the right to demand the return or exchange of the MOBIB card at the first request and/or to prevent the use thereof it its use exceeds 5 years or for technical reasons.

MOBIB Basic card
The conditions of use for the MOBIB Basic card are identical to those of the personalised MOBIB card subject to the following differences:

• it is neither personalised, nor individual,
• it cannot contain personalised transport tickets such as individual season tickets,
• no duplicate can be issued to its holder,

Priority rules for ticket validation on MOBIB and MOBIB Basic

When the user presents his/her MOBIB (Basic) card at a STIB validator and the card contains several valid tickets, the validator will automatically select and validate the ticket in the following order of priority :

1. In case of connection, the transport ticket already validated but still within its validity period
2. Brupass XL or Brupass season ticket (if both are present on the same card, the season ticket with the earliest validity end date will be validated first)
3. STIB season ticket
4. Brupass 1 day
5. STIB 75 Journeys
6. Brupass XL 10 Journeys
7. Brupass XL 1 Journey
8. Brupass 10 Journeys
9. Brupass 1 Journey

For journeys departing from Zaventem (Brussels Airport) to Brussels, when the user presents his/her MOBIB card at a STIB validator, the validator will automatically select and validate the ticket in the following order of priority :

1. STIB-MIVB + Airport line season ticket
2. Airport2City 10 Journeys
3. Airport2City 1 Journey

If the user immediately validates again, STIB considers this to be a journey for an additional traveler and an extra journey will be validated.

c. Special rules concerning transport tickets paid by EMV bank card

Conditions of Use
Passengers can obtain a transport ticket by presenting their EMV bank card (i.e. a bank card with NFC contactless technology or a bank card issued on an NFC smartphone, or other connected device) in front of a specially designed EMV validator.

No PIN code must be entered.

Currently, only Maestro,Bancontact,  V PAY and Visa Debit cards and Visa and MasterCard credit cards equipped with contactless technology (indicated by a specific logo on the card) are accepted.

Unlike transport tickets loaded on MOBIB cards, digital tickets or paper tickets, which must be purchased before they can be validated, the validation of the transport ticket in the EMV system is done at the same time as the purchase, since it is done by presenting the EMV bank card to the EMV validator.

Green LEDs on the EMV validator and an audible signal from the EMV validator indicate that the transaction (purchase and validation) has been completed. The message “OK” is also displayed on the validator screen. If, on the other hand, the card is rejected, red LEDs, an audible signal and an error message indicate that the transaction has not been accepted. The negative result can have several reasons: insufficient balance on the linked current account, EMV bank card reported lost or stolen, etc. In this case, the passenger is not in possession of a valid transport ticket. He must use another EMV bank card or acquire a transport ticket in another way. In the event of a problem or question in this respect, the user is invited to go to BOOTIK or to contact the STIB Customer Care at 070 23 20 00 or via the online form on www.stib.be .

Once the transaction has been accepted, the user can travel freely on the network under the modalities of a single-journey STIB-MIVB ticket. A new validation, by presentation of the same EMV bank card before an EMV validator, must be carried out at each connection. If this takes place during the hour of validity, the new validation of the bank card will not be charged and the journey may be completed even if the one-hour duration has expired, without being able to exceed a maximum duration of 2 hours. The validation of the connection is validly carried out if the validator indicates that the transaction is OK.

It is not possible to use the same EMV bank card to pay and validate several tickets for several passengers. In other words, the same EMV bank card can only be used for one and the same passenger.

The fares of the transport tickets in the EMV system consists of a fare per journey made (within a given period and on a radius determined by the validity of the purchased transport ticket, i.e. a single journey or a Airport2City) and a maximum daily fare in case of multiple journeys on the same day. To obtain the best fare, the same EMV bank card must be used.

The STIB reserves the right to refuse the use of the EMV bank card presented by the user (for example, if the bank card linked to it is reported stolen or if the balance available on this card is insufficient).

By using the EMV system to pay for his transport ticket, the user authorises the STIB to reserve, on the first use of the EMV bank card on the first day, the maximum daily fare on the current account linked to the EMV bank card until the final execution of the payment transaction in accordance with Article 75 PSD II, which covers payment transactions for which the amount is not known in advance. Therefore, when using an EMV bank card, the balance on the linked bank account must be sufficient, i.e. it must be at least equal to the maximum daily fee.

The presentation of the EMV bank card in front of an EMV validator authorises the STIB to automatically debit the amount corresponding to the fare of the journey(s) made.

Inspection

In the event of a inspection, the user must present the STIB-MIVB agent with the EMV bank card he used to purchase and validate his transport ticket. The ticket inspector can use a specific inspection terminal to check whether the card has been used to pay for and validate a transport ticket.

If the user has purchased and validated his ticket using a bank card issued on an NFC smartphone (or other connected device) via an e-wallet or payment application, he must ensure that his smartphone (or other connected device) is sufficiently charged at all times during his journey to be able to prove that he is in possession of a valid transport ticket. If the user is unable to present his smartphone (or other connected device) in working order to the ticket inspector at the time of the inspection and thus to prove that he is in possession of a valid transport ticket, the user will be considered as not having a valid transport ticket and will be charged the corresponding surcharge set out in the fares decree.

Payment
The amount due to STIB-MIVB for all journeys made during a day (which extends from the opening time of the STIB-MIVB network to the closing time of the network) is calculated at the end of that day. Settlement is made by automatic debit, in principle within a few days. In exceptional cases, it may take up to 30 days.

If STIB-MIVB fails in obtaining the settlement, a claim arises against the user. STIB-MIVB will automatically attempt to settle this claim through the bank for 30 days. The user can also pay the debt by contacting Customer Care. An open debt prevents the user from using his EMV bank card again on the STIB-MIVB network. The EMV bank card can be used again after the debt has been paid.

Customer Portal

The user has the possibility of registering on a duly secured customer portal, accessible from the STIB-MIVB's website, by entering his EMV bank card data. This registration provides an online overview of the transactions carried out with the EMV bank card concerned on the STIB-MIVB network (ticket purchases/validations and associated fares).

The user is not required to register in the customer portal in order to use the EMV system.

EMV validators

EMV bank cards must be presented to the specially appointed validators with the appropriate information. The EMV validators display the logos of the accepted EMV bank cards.

A faulty EMV validator displays the message "out of order". In this case, the user must either use another EMV validator or purchase another valid transport ticket and validate it before another validator.

d. Special rules concerning digital tickets 

Conditions of Use

Digital tickets can be purchased via a mobile application by creating an account.

Payment is made via a Bancontact, Visa, Mastercard or Maestro bank card. In the event of payment difficulty, users can contact the Customer care service.

In the event of theft, loss or damage to the smartphone (or other connected device), transport tickets already validated purchased via the application cannot be recovered. Transport tickets purchased via the application but which have not yet been used will be available on any other smartphone (or other connected device)  of the user via connection to their account.

Validation

Users of a digital transport ticket purchased via the mobile application are required to validate their ticket corresponding to the zone in which they are traveling. Validation is done via an activation mechanism by the user of the ticket in the application. Activation automatically generates a QR Code. A countdown indicating the remaining validity of the transport ticket is displayed in the application as soon as the transport ticket has been activated.

Activation of the digital ticket must take place before getting into a vehicle or entering a controlled area and must be renewed, via the application, at each connection (both on the STIB network and on the network of other operators public transport). To do this, the user must click on “make a connection”.

Before starting a journey using their transport ticket, or before each connection, the user must also select the network on which they are traveling: STIB, SNCB, De Lijn or TEC.

If the user has to open a metro gate during their journey, they scan their QR code in front of the reader placed on the gate in order to open it.

Inspection

In the event of an inspection, the user presents the QR Code to the STIB agent as it was generated via activation. To do this, he presents the smartphone (or other connected device) he used to purchase and activate his transport ticket. The controller can check using a specific control terminal whether the QR Code has been generated in good time for the current journey.

The user must ensure that their smartphone (or other connected device)  is turned on and sufficiently charged at all times during their trip to be able to prove that they are in possession of a valid transport ticket. If they cannot present their working smartphone (or other connected device)  to the inspector at the time of the check and therefore cannot prove that they are in possession of a valid transport ticket, the user will be considered as not having a ticket. valid and validated transport and will be asked for the corresponding surcharge included in the tariff order.

If the application is down at the time of purchase or activation of a digital transport ticket, the user must obtain another transport ticket by another means.

When using the public transport service operated by STIB, users must comply with the following standards of behaviour, as determined by the decree of the Government of the Brussels-Capital Region of 2 May 2024 which sets certain conditions for operating the public transport in the Brussels-Capital Region, without prejudice to the other legal and regulatory requirements that are imposed on them when they use public transport in the Brussels-Capital Region, or standards of manners and decorum which apply to everyone in society.

In accordance with the Order of 22 November 1990 on the organisation of public transport in the Brussels-Capital Region and the decree of the Government of the Brussels-Capital Region of 2 May 2024 which sets certain conditions for operating the public transport in the Brussels-Capital Region, failure to comply with such standards of behaviour may result in the payment of surcharges as lump-sum compensation for the inconvenience caused, the amount of which is determined by the tariff decree, or in the payment of administrative fines, depending on the infringement committed, as specified in articles 11 et seq. of the aforementioned decree of 2 May 2024.

1. On the network, in STIB-MIVB stations and vehicles, it is prohibited to:

1. damage or make improper use of the infrastructure, facilities or rolling stock;
2. block or wilfully slow down the rolling stock, enter or exit vehicles during or after the audio warning that the doors are closing;
3. place signals or any other object on the tracks, particularly material or waste;
4. touch or imitate the signals or obstruct their visibility;
5. touch the cabling or electrical installations;
6. build crossings on the rails giving access to residential buildings, unless this installation does not interfere with the movement of rail vehicles at any point outside;
7. be in a vehicle or controlled area, without being in possession of a valid and validated transport ticket;
8. be in the service offices and at any location where the prohibition is indicated by a notice, without permission;
9. play or distribute music without STIB-MIVB's authorisation;
10. beg in vehicles, at stops and in controlled areas of stations in an invasive or aggressive manner, hawk or conduct any other activity aimed at obtaining money without STIB-MIVB's authorisation;
11. smoke;
12. use the emergency control for the doors when the vehicle is moving and in the absence of an emergency;
13. abuse the emergency alarm;
14. place any object that may obstruct free movement, in this respect, it is forbidden to leave bicycles or any mobility device unattended or to store them, as well as backpacks, suitcases or any other bulky object in the infrastructure of STIB-MIVB. These will be removed immediately.
15. activate the escalator or lift stop unnecessarily;
16. throw or drop any object that could:

o injure or scare
o soil

17. spit or defecate;
18. be in possession or make use of dangerous objects, packages, backpacks or luggage which, by their size, nature or smell may injure, soil or expose to real danger;
19. cause a disturbance to the peace or security of persons:

• by consuming alcohol or drugs or being in an obvious state of intoxication;
• by being in an obviously unclean state;
• by any unwanted behaviour with a sexual connotation, expressed physically, verbally or non-verbally, and which has the object or effect of violating the dignity of a person and, in particular, of creating an intimidating environment, hostile, degrading, humiliating or offensive;
• by insulting or threatening words or actions;
• by using mobility devices, with the exception of those used by people with reduced mobility or by transporting mobility devices (except children's bicycles) in contravention of what is provided for in the Transport rules of STIB;;
• by disrupting people boarding or disembarking;
• by stopping at access points and exits from infrastructure or escalators or by occupying permanently or regularly, with or without equipment, station walks, access points and exits from infrastructure or escalators from metro stations and pre-metro, without authorization from the STIB ;
• by consuming food;
• by having a behaviour that results in more than one seat being occupied or a seat being blocked;

20. soil the infrastructure, facilities or rolling stock;

21. lean on or going over fences and safety markings of the platforms or climb onto or hold on to the vehicles;

22. bring animals which, by their size or behaviour, can soil people or constitute a danger to the safety of people, with the exception of guide dogs for blind or visually impaired people, dogs which provide assistance to any person with a disability and dogs accompanying the military, police officers, security and safety companies hired by STIB or the control staff and internal security services of STIB.

2. When making use of the public service organised by STIB, the customers must follow the instructions given by the staff for the smooth running of the public transport operation.

3. Customers must identify themselves using a valid identity document at the request of inspection staff.

4. Passengers must give up seats for invalids and elderly people for whom standing is difficult, to people carrying children and to pregnant women. They must also allow such people to board the vehicle first.

5. When purchasing a transport ticket in a KIOSK or BOOTIK, staff is not required to be able to provide change of more than €5. The amount can also be paid with another accepted payment method. The transport ticket can also be purchased by contactless payment made on a specific validator with any accepted payment method.

6. Passengers must present and hand over their transport ticket every time a member of the inspection staff requests it.

7. The bus must be accessed through the doors at the front of the vehicle, except for shuttle buses. On articulated buses you can access through all the doors except on line 12.

8. All dogs must be kept on a leash and dogs presenting a potential danger to passengers must wear a muzzle, without prejudice to what is provided for in article 3, 22° of the decree of the Government of the Brussels-Capital Region which sets certain conditions for operating the public transport in the Brussels-Capital Region.

9. The users of a foldable stroller are kindly asked to fold it spontaneously at busy times.

The transport of bicycles, steps or other mobility devices on the STIB-MIVB network is subject to the rules set out below:

1. Folding bicycles and steps, when completely folded, as well as other mobility devices and children bicycles are authorised on board the metro cars, trams and bus because they are considered to be packages. Point 2 below is therefore not applicable to them.

2. Passengers with a non-folding (or non-folded) bicycle or step are allowed to bring their bicycles or steps only on board the low-floor metro cars and trams (T2000, T3000 and T4000), thus exclusive of high-floor trams (7700 and 7900) and bus, every day of the year during normal operating hours except for work days (Monday through Friday) between 7 AM and 9 AM and between 4 PM to 6:30 PM, and this as long as doing so does not disturb other passengers.

Cyclist passengers must enter low-floor metro cars and trams exclusively by the doors indicated with a bicycle pictogram. The maximum number of bicycles allowed simultaneously on the platforms onto which these doors provide access is indicated beside the pictogram.

Once on the vehicle, passengers must hold their bicycle or step firmly at all times (with the kickstand folded up). If bicycle pictograms are present in the vehicle, they will indicate the place where cyclist passengers must stand with their bicycle. Passengers will be careful not to impede the opening, by the conductor, of the door leading from the passenger car to the driver's cabin. On trams, passengers must put their bicycle or step along the door opposite the one through which they boarded. If the configuration of a stop requires it, they will quickly move away from the door to enable passengers to either board or leave the tram. If need be, they will get off the vehicle with their bicycle or step for the time it takes passengers to get on or off.

In the event that a metro car or tram must be evacuated between two stations, the passenger must leave its bicycle or step behind. They can pick up their bicycle or step on the platform of the nearest station or at the STIB-MIVB lost and found office after the event.

3. Cyclo-sharing vehicles, within the meaning of the Ordinance of 29 November 2018 on the use of modes of shared transport in a free fleet as an alternative to the car (e.g. shared bicycles and steps, available in a free fleet), as well as tandems, bicycles with auxiliary motors (except bicycles with electric pedalling assistance) and bicycles with a trailer are strictly forbidden in the infrastructure of the STIB at all times. 

4. It is expressly noted that passengers carrying a bicycle or step never have priority over other passengers and that courtesy is a must. In any event, the conductor and station, management and control staff will decide whether a bicycle or step can be brought on board (notably when the vehicle is too full, since the bicycle or step can bother other passengers).

In order to enter in metro premises and gain access to a metro car or tram, cyclist passengers must be in possession of a valid Ticket as soon as they enter a paying zone. Their bicycle or step will be transported free of charge.

It is strictly forbidden to ride a bicycle on metro or pre-metro premises, whether by bicycle or by means of a mobility device, except for those used by persons with reduced mobility.

In order to use the escalators with their bicycles or steps, the passengers must follow all general safety rules for their use as shown in the pictograms on or near them. Passengers taking an escalator with their bicycle or step must pay special attention to the following rules:

• They cannot be on their bicycle or step and must hold at their side
• They must position themselves in such a way as to ensure their stability and that of the bicycle or step, preferably by holding the escalator handrail with one hand and the bicycle or step with the other. The wheels of the bicycle or step must be on the steps; it is forbidden to carry the bicycle or step;
• They must stand in such a way as to keep the bicycle or step away from walls (notably skirting boards where sensitive equipment is located) and they must be careful how the pedals are positioned with respect to the walls and skirting boards
• As a responsible user, they must make sure that there is enough space - and no other users nearby - both in front and behind them.

Elevators in certain metro stations are accessible to bicycles if they are of the right size. These elevators have a blue "bicycle" pictogram. In any event, cyclist passengers must give way to other passengers without impeding their movement.

5. As mentioned in point V.1, it is strictly forbidden to leave bicycles or any other mobility device (step or other) unattended or to store them in the STIB-MIVB infrastructure in places other than those expressly provided for this purpose, as these bicycles and mobility devices may hinder free passage.

At no time may a deposit contract be created between the STIB and the person who abandons the bicycle or mobility device. The STIB reserves the right to have them removed in order to clear the way. The STIB declines all responsibility in case of damage or loss. Violation of the prohibition will give rise to the payment of an administrative fine either when the facts are established or when the means of transport is returned to its owner.

6. Cyclist passengers or passengers equipped with a mobility device and/or the person who has civil liability for a minor commits to responding to any complaints that may be made by another passenger or STIB-MIVB as a result of bodily or material damage caused by a bicycle or mobility device . Likewise, cyclist passengers or passengers equipped with a mobility device waive all recourse toward STIB-MIVB, its staff and the Brussels-Capital Region (unless there is wilful representation or serious fault) for any accidents whatsoever that might occur as a result of bicycle use or use of the mobility device on the infrastructure of STIB-MIVB.

Access to the bus network for people in wheelchairs is based on two factors: the use of suitable vehicles and the accessibility level at each stop. Thus, every line cannot be accessed by people in wheelchairs.

STIB-MIVB evaluates and communicates the accessibility levels of stops to both its users and its staff. Customers must decide for themselves the level of accessibility that meets their needs.

A map of accessible stops is available on the Internet site via the following link, in the vehicles and at stops. Drivers/conductors are not authorized to use their vehicle's special equipment at stops that are designated as inaccessible. The classification method used for stops is available on request.

For further information, the guide for passengers with reduced mobility is available here.

Any user grievance or complaint must be sent to STIB-MIVB in writing within thirty (30) calendar days from the moment the user became aware or should reasonably have become aware of the fact of the grievance or complaint. Once this deadline has passed, the grievance or complaint shall be considered inadmissible.

STIB-MIVB can in no way be held liable in the event that the public transport service cannot be provided in whole or in part for reasons beyond its control, for example, in the event of measures taken by the authorities. Except in cases of gross negligence or wilful misconduct, it shall also not be liable for the detrimental consequences of events such as fire or flood, strike, riots, pandemics or epidemics, breakdowns, technical problems or interruptions even temporary and for whatever reason, or with regard to the issuing of transport tickets, an interruption in Belgian or foreign telecommunication services or postal services.

In the event of force majeure, STIB-MIVB may and without prior notice partially or fully suspend its services. Such an interruption cannot, under any circumstances, give rise to an entitlement to compensation on the part of the user. STIB-MIVB shall attempt to inform users of interruptions within a reasonable timeframe and also endeavour to limit the duration of such interruptions as much as possible.

STIB-MIVB can only be held liable with regard to users (excluding accidents and injuries) if it has committed an act of gross negligence or wilful misconduct in the performance of its duties. If this act causes a cancellation, delay or any disruption to the user's journey, the maximum compensation that could, if appropriate, be granted by STIB-MIVB is calculated at a flat rate at the value of one journey, for which STIB-MIVB can make payment in kind or equivalent to the exclusion of any other direct or indirect compensation. In the other cases, compensation for any material damage caused to the user by STIB-MIVB cannot exceed a maximum amount of 150 EUR.

Minors travel under the responsibility of their parents or guardian. In addition, for safety reasons, children under the age of 6 cannot travel alone and must be accompanied by a person at least 12 years of age. The STIB declines all responsibility in this respect and reserves the right to contact the police and/or social services to take charge of a child under the age of 6 who is alone in the STIB's facilities.

STIB-MIVB, registered with the Crossroads Bank for Enterprises under number 0247.499.953, is insured against bodily injury or material damages occurring in the exercise of its private security activities. The affected persons may address themselves directly to the insurance company Ethias, Rue des Croisiers 24, 4000 Liège. The insurance policy number is 45.311.755.

Any dispute between STIB-MIVB and a user will be litigated in accordance with Belgian law.