Requesting supporting documents & compensation

• How can I get a delay certificate?

  You can request one via our contact form, by choosing the option “I wish to obtain a certificate or proof”. In case of a major disruption, a disruption certificate is generally available on the home page of our website. 

• How can I get a proof of payment?

  The procedure depends on the date of purchase and the support on which the ticket was loaded: 

  • For a recent purchase (less than a year old) on a personal MOBIB card (with photo), you can request a proof of purchase at one of our sales outlets or via our contact form by choosing the “proof of payment” option.
  • For a purchase made more than one year ago on a personal MOBIB card, you can ask for a purchase history by filling in our contact form.
  • If you are travelling with a MOBIB basic card, you can ask for a proof of payment in a BOOTIK provided that the ticket is still on the card.
  • For a journey made with contactless payment, we do not provide a proof of purchase for the completed validations.

• I have a question or I would like to make a claim for compensation following an incident on the STIB-MIVB network OR at a STIB-MIVB site. How should I proceed?

  If you have insurance, contact your insurance company to compile a claim file.

  Please include as much information as possible about what happened, such as the date and time of the incident, the line number, the number of the STIB-MIVB vehicle and/or its registration number, the direction of travel, any witnesses, a description of the circumstances of the incident, etc.

  If you do not have insurance, we invite you to contact our Customer Care team who will help you with the procedures required to put together your claim.