Our Customer Care at your service
You're stuck with a question, want to pass us a suggestion or submit a complaint? Or you'd maybe like to congratulate us?
Interacting with our customers is very important for us
Our Customer Care department has about 20 employees that are working for you every day again. Whether you have a simple question or a rather complicated complaint, we will answer you as quickly as possible and will try to find you the best solution. So don't hesitate to contact us, because an improvement of our service begins with you and us.
List of links
By phone at 070 23 2000
You're planning a journey, you have a general question, or you need so know something about our products, our timetables, service disruptions, diverted routes, etc.? Or you'd rather like to pass us a suggestion? We would be glad to answer you at 070 23 2000 (0,30€/min).
Our employees are also able to help you with lost and found objects, certificates (such as delay certificates and payment proofs) and the reservation of some specific services (such as assistance in the metro for persons with reduced mobility or school groups).
You can call us from 7 AM until 7 PM on weekdays, and from 8 AM until 4 PM on Saturdays. Count on us for a quick answer: in normal circumstances, more than 90% of all incoming calls are answered within one minute. Should the waiting time be longer (and if you're not calling for an urgent issue), you can also choose to be called back by us.
Talk to us via social media
You like Twitter or Facebook? So do we! Get in touch with us and other users of our services on our Facebook page or Twitter account.
We would be glad to hear your questions, remarks or congratulations. We're answering you every working day.
Meet us at Facebook - MIVB Officieel or STIB Officiel and on twitter.com/STIBMIVB.
So, let's get out the Likes and Hashtags!
Write us a letter
You prefer pen and paper?
No problem: send your letter to the following address. Just like a mail, we make every effort to answer you within 10 working days, counting from the moment we receive it.
MIVB/STIB - Customer Care
Rue Royale - Koningsstraat 76
1000 Brussels
Meet us
Our KIOSK and BOOTIK employees, mainly focussing on sales of season tickets and other products, are also able to help you with common questions about our timetables for instance.
For other demands, you can fill out a contact form in the KIOSK and BOOTIK.
Lost and found
Contact our Customer Care department at 070 23 2000 (0,30 euro/min) or fill out our contact form. We will contact you if your item has been found. Our Lost and found office is located in the metro station Botanique - Kruidtuin and is open on Monday and Wednesday from 12 until 6 PM.
An object will be returned on presentation of an ID and after payment of € 5 (administrative charges). You will also need to sign a receipt to which a copy of your ID will be attached.
By mail
For a specific question, a complaint, a suggestion or to congratulate us, please send us a mail using our contact form. It allows you to fill out your personal data and all the relevant information about your message (such as the date, the time, the route concerned ...).
Thanks to his information, we are able to treat your message in a quick and efficient way: in most cases, we can already send you an answer after a few working days, and we make every effort to do it within 10 working days. If your message requires further inquiry or if we need more information from you, we will contact you back as soon as possible.
For common questions (fares, journeys, timetables, service disruptions, etc) or for a message requiring a fast answer, we rather advise you to call us at 070 23 2000 (0,30€/min)
Useful addresses
STIB - Head office
Rue Royale 76
1000 Brussels
RPM/RPR: (Brussels) 0247.499.953
070 23 2000 (0,30 €/min)
STIB - International Projects and Partnerships
Rue Royale, 76
1000 Brussels
Sites
- Avenue du Roi / Koningslaan
Avenue du Roi, 19-21 Koningslaan
1060 Brussels - Belgrade / Belgrado
Rue de Belgrade, 114-116 Belgradostraat / Avenue Fonsny, 122 Fonsnylaan
1060 Bruxelles - Belgolaise
Cantersteen 1 /Kantersteen 1
1000 Bruxelles - Birmingham - Rue de Bonne / Bonnestraat
Rue de Bonne 52-54 Bonnestraat
1080 Brussels - Cureghem / Kuregem
Rue de Cureghem, 56 Kuregem
1000 Brussels - Delta
Boulevard des Invalides, 224 Invalidenlaan
1160 Brussels - Demets
Quai Demets, 33 Demetskaai
1070 Brussels - DITP / SSE / CCN
Rue du Progrès, 80 Vooruitgangstraat,(boîte 1)
1035 Brussels - Enghien
Rue d’Enghien, 26 Enghienstraat
1080 Brussels - Haren
Houtweg, 99
1130 Brussels - Industrie
Rue du collecteur 15 Hoofdrioolstraat
1070 Brussels - Ixelles / Elsene
Avenue de l'Hippodrome 170 Renbaanlaan
1050 Brussels - Jacques Brel
Rue Nicolas Doyen straat 1
1070 Brussels - Marconi
Chaussée de Ruisbroek, 52-74 Ruisbroeksesteeweg
1180 Brussels - Marly
Avenue de Tyraslaan
1120 Brussels - Petite Île / Klein Eiland
Boulevard Industriel, 14 Industrielaan
1070 Brussels - Rogier
Place Charles Rogier / Karel Rogierplein
1210 Brussels - Schaerbeek / Schaarbeek
Rue Royale Sainte-Marie, 174A Koninklijke Sint-Mariastraat
1030 Brussels - Usine Centrale / Centrale Werkplaats
Quai Demets, 33-35 Demetskaai
1070 Brussels - Woluwe
Avenue de Tervueren 364 Tervurenlaan
1150 Brussels