More complaints about trains

11 April 2007

BRUSSELS – Customers of the NMBS railway group mainly complained about the punctuality of the trains last year, the ombudsman’s office announced in its annual report on Wednesday. The ombudsman is calling for a “more realistic” approach to punctuality figures.

The ombudsman’s office received a total of 3,664 complaints in 2006, 23.7 percent more than in the previous year. The number of complaints about delays increased from 332 in 2005 to 583 last year and was the most common complaint.

“Punctuality was insufficient. One in five complaints were about delays or connections,” said Guido Herman.

The ombudsman said that the NMBS must no longer take the complaints about punctuality lightly, “because that irritates people.”

Herman said there is a gap between the official figures and the perception of the customers. He is urging for a more realistic approach to punctuality, for example by measuring punctuality at more locations on the route.

Subject: Belgian news