SNCB passengers complain of trains skipping stops to gain time

The ombudsman for Belgium's national train service has seen growing complaints about SNCB trains skipping stations and cutting routes short to make up for delays.

That is one finding from the 2024 report from Ombudsrail, the mediation service for train travellers. Its 50-page document reveals that in the first half of 2024, about 900 stops were missed by trains.

SNCB spokesperson Tom Guillaume confirmed that if an important incident on the line causes substantial delay, "certain decisions can be taken to stop too big a snowball effect, for example stopping the last part of a journey or intermediate stops".

He added: “This method has existed for a long time and is taken in line with a general strategy to ensure the fluidity of rail traffic and limit the impact on the biggest number of passengers. Getting rid of a stop when the journey has already started is however very rare."

Guillaume said that alternatives were offered to travellers according to the situation and solutions available.

The mediator said that the SNCB must take into account the eventual problems caused to the traveller who misses their stop, corresponding train, important meeting or even plane connection due to a disrupted service.

Notably, one traveller cited in the report complained that he missed his flight to Barcelona because his train from Audenarde was unexpectedly diverted via Ghent.

He asked SNCB to be refunded the plane booking costs (€299) but was only given the train fare (€18.60), even though he had allowed enough time between the arrival of the train and check-in and boarding of the flight.

Other grudges raised with Ombudsrail in its 2024 report include a lack of information available on the train – for example announcements on the next stop, possible delays and corresponding trains – especially for visually impaired passengers, with poor access for reduced mobility travellers another cause for complaint.

There were also several cases concerning dissatisfaction with decisions on fines and on the new timetable, which has led to longer journeys and connection times in some regions.

In general, the report reveals that more people (+7.6%) contacted the ombudsman last year than in 2023. Out of the 4,154 issues raised with Ombudsrail last year, 1,089 resulted in specific cases needing mediation and resolution.

The Ombudsrail report also noted more complaints concerning cancelled trains, missed connections – particularly on the Brussels-Dendermonde line – and delays.

On the positive side, Ombudsrail also detailed improvements made by the SNCB including the start of work at Knokke-Heist station, better signposting of lifts at Antwerp Central station and that the obligation to buy the Diabolo airport supplement of €6.90 if you use one of the 'Multi' travel tickets (10 single journeys) to go to Brussels Airport is now clearly stated on the SNCB app.