Belgium's federal rail mediator, Ombudsrail, reported a significant 28% increase in complaints in 2025 compared to the previous year. The office received a total of 5,860 complaints, up from 4,574 in 2024, according to its annual report published in March 2026.
The primary grievances centered on traffic disruptions, insufficient passenger information, and capacity problems on trains. The report highlighted that delays and cancellations, often due to infrastructure works and incidents, were a major source of frustration for travelers.
Ombudsrail criticized the lack of clear and timely communication from rail operator SNCB during service disruptions, stating it exacerbated passenger dissatisfaction. The mediator's report calls for structural improvements to network reliability and better customer service protocols to address the rising tide of complaints.
