Accessibility
Every day, the STIB network becomes more and more accessible to people with reduced mobility. In order to achieve its goal, the STIB works closely with the Regional Mobility Commission section PRM and in coordination with the voluntary sector (CAWaB and UNIA) so as to foster equal opportunities and individual autonomy.
List of links
Map of accessible metro stations
Are you travelling with a pushchair, wheelchair or have difficulty getting around? There are already lifts in 51 of the 69 stations, and more will follow shortly. Find the status by station on the network map.
TaxiBus
What is TaxiBus?
TaxiBus is an on demand door to door transport service, which is exclusively destined to handicapped people. It is a collective service. This means that if several transport requests can be combined, TaxiBus will adapt the trip to get or drop off other people.
The service does not include assistance for moving, medical assistance and watching over children or incapacitated people.
When does TaxiBus operate?
Every day including weekends and bank holidays from 5 AM until 1 AM.
For whom is TaxiBus intended?
For people with an officially recognized handicap, in possession of a certificate delivered by the Federal Public Service Social Security. This certificate should mention at least one of the following elements:
- a reduction of autonomy (“perte d’autonomie” in French, “verminderde zelfredzaamheid” in Dutch) of at least 12 points.
- a permanent invalidity of the lower limbs which causes an invalidity of at least 50%.
- a complete paralysis or an amputation of the upper limbs.
- a visual handicap with an incapacity degree of at least 90%.
- children (up to 21 years old) who are recognized as being at least 80% or 6 points in pillar 1 related to increased family allowances for children.
Subscription
Send us a completed application form (available on our website in French or Dutch) and join a valid certificate delivered by the Federal Public Service Social Security, as well as a copy of your identity card.
To obtain the certificate, please refer to :
the Direction générale Personnes Handicapées,
Service Attestations.
Boulevard du Jardin Botanique 50 boîte 150,
1000 Brussels.
Phone: 0800 987 99.
Fares and payment
A one-way journey costs 1,70€.
The payment is done in advance by bank transfer.
Booking
We advise you to book as soon as possible and up to one month beforehand, to be sure of enough availability. Trips can be booked until the (work)day before the departure.
- Online (preferred solution): using your personal login on www.taxibus.be
- By phone: 02 515 23 65 (from Monday to Friday from 7 AM to 7 PM; on Saturdays from 8 AM to 4 PM; during school holidays from Monday to Friday from 9 AM to 5 PM).
Please be advised that trips are planned in their order of arrival. If no vehicle is available on the date and time requested, the best available alternative will be proposed. If no alternative solution is available, a message “No solutions” will appear. What to do in that case? Try a less busy time slot or check whether you can make the trip by bus, tram of metro.
You will receive a confirmation when the vehicle is nearby, as well as other useful information, by SMS on the number you’ve provided us.
Metro - Assistance in the stations
What is it all about?
In the metro stations equipped with elevators, the STIB grants free assistance to people with difficulties to cross the space between the station platforms and the metro trains.
Assistance is free of charge. The fare is sold at the current rate.
The assistance begins in the controlled zone, after the adapted lock situated at the accessible entrance of the station.
When?
The assistance is offered Monday to Sunday from 7.00 AM to 10.00 PM.
Request the assistance service
In order to offer an optimal service and to avoid waiting for an agent to arrive, STIB advises you to book before the departure by phone or internet.
If you need you can also ask for assistance without prior notice. Press on the button situated on the contact terminals.
Whatever the way you communicate, STIB will do its best in order to organize assistance on the desired date and time. In the case of a demand without prior notice, STIB will strive to serve you within one hour.
Those times are susceptible to be a bit longer during peak hours or in the case of problems in the metro.
Reserve by telephone at the 02 515 23 65 (Monday to Friday from 7 AM to 7 PM; on Saturday from 8 AM to 4 PM) or through the online form.
How?
The connections between lines 1 and 5 and lines 2 and 6 takes place at the station "Gare de l'Ouest".
The front of the “Boas” metros (the modern metros) are equipped to welcome two wheelchair users. “Mx” models (orange metros) give the possibility to welcome one wheelchair user, behind the cockpit.
For your safety, place your wheelchair backwards and tighten the brake.
Most accessible aboveground lines
The vehicles
Every STIB bus has a low-level floor. These busses have wide doors and a vast majority has a space reserved for people in wheelchairs.
Which stops are the most accessible?
The STIB has developed AccessiBus, a special signalisation system to give the access degree of the bus stops of certain lines.
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Compliant stop: The boarding and alighting happen autonomously. |
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Practicable stop: The help of a person might be necessary. |
| If no logo is mentioned, the stop is inaccessible. | |
On the lines which have not been audited yet, there is no mention of accessibility. Of course, the passengers have the right to use these lines but they might encounter some difficulties.
Which are the most accessible lines?
Click on the line of your choice in order to access the information details.
Ttram
Bbus
12 13 14 17 20 21 27 28 29 33 34 36 37 38 41 42 43 45 46 47
48 49 50 52 53 54 56 57 58 59 60 61 63 64 65 66 69 70 71 72
Free season tickets
For whom?
- Are you visually impaired with a permanent invalidity of at least 90%? You are entitled to the season ticket STIB-MIVB Visually impaired at €0 and the STIB-MIVB Free accompanying person season ticket.
- Do you have another disability recognised by the FPS Social Security? You can benefit from the STIB-MIVB Free accompanying person season ticket for your carer.
And for yourself? You may be eligible to a reduced STIB-MIVB PRRB season ticket. Contact your health insurance fund and ask for the PRRB status.
Guide dogs also travel free, as well as the trainers of guide dogs that are being trained (see conditions in the training schools).
How to obtain your STIB-MIVB season ticket free of charge?
Season ticket for visually impaired persons
Sales outlets: BOOTIK.
Medium: STIB-MIVB MOBIB card. You don’t have a STIB-MIVB MOBIB card? Bring your electronic identity card (eID) and €5 for the creation of the card.
Necessary documents: copy of your national discount card for the public transport network (blue card) delivered by the Federal Public Service Social Security.
After your visit to a BOOTIK, your season ticket will be loaded onto your MOBIB card within 5 working days. To activate it, place your MOBIB card on a GO vending machine or against a red STIB-MIVB validating machine.
Season ticket for your companion
Sales outlets: BOOTIK.
Medium: MOBIB card on your behalf.
Necessary documents: copy of your free carer card delivered by SNCB-NMBS.
Period of validity: same period as the free carer card.
Availability of elevators
Did you know you can consult the real-time status of our lifts through our app? Click the “Stops” icon at the bottom of the app, enter the name of the desired station and click it. The tab "Services" will show you all information about the accessibility of the station: you can see whether there are lifts for every destination. This info takes the real-time availability of every lift into account. You can find more information about our app here.
You don't have the app? This page also shows you a brief overview of the stations in which one or more lifts are out of order at the given date and time. If the desired station is listed, we advise you to use the other stations with lifts. You can find them on our Network map (all stations with the logo 
).
Website accessibility statement
STIB-MIVB is commited to making this website accessible, in accordance with the following legislation: Ordinance regarding the accessibility of websites and mobile applications for regional government bodies and the municipalities (Brussels Capital Region).
This accessibility statement applies to:
- Website: https://www.stib-mivb.be
Compliance level
This website is in partial compliance due to the non-compliances and exemptions listed below. An external accessibility audit was carried out. This audit consisted of an in-depth analysis.
Disproportionate effort
This website was not designed with accessibility guidelines in mind. Proportionate adjustments, in terms of time and/or cost, were implemented in 2021. A new website is under development and will be WCAG 2.1 level AA compliant.
As an example, the “Journey planner” module is provided by an external supplier. Currently, it does not meet the accessibility guidelines. This will be the case on our new website.
Not accessible content
In order to better meet the accessibility criteria, adjustments and developments have already been made to our website. Other possible improvements for the future are:
- The “Journey planner” module (as mentioned above)
- Some downloadable content
- Neighbourhood maps
Proposed alternatives
The mobile app could be an alternative.
Another possibility is simplified browsing. It no longer relies on the mouse use, since many blind or visually impaired persons do not use one and browse using their keyboard and tab key.
Our Customer Care department of course remains available by phone, email or on social media.
Every accessibility compliant update of our website will facilitate the user experience for persons with disabilities (blindness and visual impairement, language/hearing impairment, etc.).
Exemptions
- PDF documents published before 23/09/2018
- Map elements
- Specific extranet or intranet content published before 23/09/2019
For the above documents did not need to be updated since their publication.
Contact
A contact form is available on our website for comments, suggestions, questions, certificates or other. Through this channel, our team receives the request from the Customer Care department and can, if necessary, contact the company specialised in accessibility standards that carried out our audit. This will allow us to give the customer a clear answer.
If the above service does not respond, you can contact the mediator:
The Customer Care department always responds within 10 working days and forwards the request to the relevant parties. If a customer is dissatisfied with the way their case has been handled, they are entitled to contact the mediation service.
Improvment plan
Our new website, which is currently under development, will be fully compliant with the WCAG 2.1 level AA standard.
A new audit will therefore also take place.
STIB-MIVB’s compliance efforts are being carried out in close cooperation with associations.
This statement was prepared on 23/07/2021.
The last review of the statement took place on 27/10/2021.
App accessibility statement
STIB-MIVB is commited to making this website accessible, in accordance with the following legislation: Ordinance regarding the accessibility of websites and mobile applications for regional government bodies and the municipalities (Brussels Capital Region).
This accessibility statement applies to:
- Mobile application: https://apps.apple.com/be/app/stib-mivb/id1325048789
- Mobile application: https://play.google.com/store/apps/details?id=be.stib.mivb.mobile
Compliance level
The mobile application is in partial compliance due to the non-compliances and exemptions listed below. An external accessibility audit was carried out. This audit consisted of an in-depth analysis.
Not accessible content
Most developments are in progress.
- Contrast adjustments: 100%
- Size of the clickable areas: 100%
- Voice alternatives: 80%
- Alternatives for swipe and pinch: 80%
- “Big font” mode: 50%
- Landscape mode: 0%
Proposed alternatives
- Website stib-mivb.be
- Customer Care (by phone, email or social media)
- Field agents in stations
- We supply most of our data as open data, so they can be used by other mobility actors in Brussels.
Exemptions
Map elements are not included. The used component for creating the in-app map does not yet exist in an accessible version.
Contact
The customer service, which will transfer it to the relevant person or department:
- Using the website contact form.
- Using the in-app contact form from Settings > Support > Report a problem.
- By phone at 070 23 2000 (€0.30/min.)
If the above service does not respond, you can contact the mediator:
STIB-MIVB’s customer service always responds within 10 working days. If it is not the case, STIB-MIVB’s ombudsman can help.
Improvment plan
Many improvements have taken place since the 2020 audit. Some have been implemented in the production app, while others are being tested or developed. We plan to roll out these developments gradually throughout 2021.
- Each new screen designed with accessibility in mind from the very beginning.
- Accessibility upgrade each time a screen is redesigned.
- Correction of all latest voice alternatives found during the tests and search for the best way to read the occupancy information on the stop detail screens.
- Finalisation of the alternatives for swipe and pinch, including:
- the previous/next buttons in the onboarding sequence
- the zoom/unzoom buttons on the map
- Correction of the big font mode.
- Creation of all screens in landscape mode.
- Extensive audit by the end of the year.
- Continuous improvements.
STIB-MIVB’s compliance efforts are being carried out in close cooperation with associations.
This statement was prepared on 23/07/2021.
The last review of the statement took place on 27/10/2021.