Your journey isn’t going according to plan?

Here’s what you can do and where you can find the right information

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An unforeseen event could happen during your journey. A vehicle that doesn’t show up, an interrupted route or an accident along the way?

This is what you can do to stay informed, find an alternative or contact our customer service.

Waiting longer than you expected?

Your vehicle doesn’t show up or you’re stranded between 2 stations? The first thing to do is to pay attention to what’s happening around you:

  • Is there an unusual waiting time or an error message on the waiting time displays?
  • Is there an announcement broadcasted in the station or on the vehicle?
  • Do you see the police or emergency services?

If that’s not the case, just wait a little longer: our service should get back to normal soon or more info will follow quickly.

Why is info not always available immediately?
In case of an incident, the top priority is to restore traffic. That’s because a short interruption usually has less of an impact than info that’s released too soon.

Is there an announcement or an intervention?

In case of an announcement, an estimated duration is generally provided to help you choose: wait for traffic to start again or choose another solution.

If there’s no announcement, but you do notice an unusual situation, like a fire department’s intervention, it’s best to adjust your route if you’re in a hurry.

If you don’t see what’s happening on the road and there are no displays nearby, the STIB-MIVB app is your best bet. By looking real-time info on your line, you’ll get a better view on where the vehicles are and of where the potential jam is located.

Want to know more?
Understanding what’s happening helps you react accordingly. This is why we also inform you in real time on our Whatsapp channel.

Adjust your route

If you need to adjust your route, the easiest way is to use the journey planner on the STIB-MIVB app or on the website: it also works on smartphones. Keep in mind that it does not take the real-time situation into account, but it can recommend you another route.

In the stations, digital screens located near the gates can also help you find a route.

Do you need help? Don’t hesitate to ask the driver, a salesperson or even a fellow passenger.

In case of a long intervention, field agents are also available to inform you at the main stations and stops.

Underground and without mobile data connection?
Metro and tram stations are all equipped with the wifi.brussels network.

Find an alternative

Public transport is blocked, or you can probably go faster using a bike or kick scooter? The Floya app offers you an alternative in a few clicks.

You only need to create an account and register your bank card to unlock a shared transport option or order a taxi in a flash.

Able to walk? The next station is sometimes closer than you think: have a look at the metro map with walking times to check if you’re faster on foot.

Contact our customer service

You need assistance in the station, or you don’t know where to go? Our customer service can also help you on the phone.

The support is available on weekdays from 7.00 am to 7.00 pm and on Saturdays from 8.00 am to 4.00 pm.

Want to always stay up to date about planned interruptions on your line?

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