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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.

 

Contact Us

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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

Have you forgotten your umbrella in one of our vehicles or lost your bag in a metro station?

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)

Write to us

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

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