Belgian railway operator SNCB is being taken to court by equality centre Unia and consumer rights organisation Test Achats. Some train tickets are cheaper online than at the ticket office or machine, but SNCB refuses to adjust the digital preferential rates.
Last July, Test Achats and Unia sued SNCB for its fare policy, as some tickets are more expensive when buying them at the ticket office or ticket machine than on the app and other tickets are only available on the app. They asked the company to adjust this by the end of the summer – but to no avail.
"Since SNCB refuses to respond to our request and is continuing to apply its discriminatory fare policy, we have instructed our lawyers to take the case to the Brussels Court of First Instance," said Unia director Els Keytsman.
Essential service
SNCB's 'Standard Multi' ten-ride card costs €3 more at the counter or vending machine than online. For the 'Youth Multi' (the equivalent of the Standard Multi but for people under 26), the price difference between the digital and physical versions is €2.
Additionally, the operator offers a Flex pass that allows travellers to take the same route two or three times a week, but this ticket is only available on the app. This means that travellers who do not have a smartphone do not have access to this advantageous ticket.
As some passengers do not have the financial means to buy a smartphone, do not know how to use it due to their age or are unable to because of a health condition or disability, Test Achats and Unia believe this is a form of prohibited discrimination.
"We will not accept punishing people who do not have sufficient digital skills or do not want to jump on the digital bandwagon. Especially when it comes to essential services like transport by a public company," said Test Achats spokesperson Laura Clays.
Mechelen railway station. Credit: Belga / Charlotte Gekiere
SNCB regrets the legal action but stresses that its differentiated offer is in full compliance with the law. "This is a widespread practice that is not prohibited by any legislation," spokesperson Bart Crols told The Brussels Times.
"Many organisations and companies from all kinds of sectors, including public services, do so," he said, referring to operators in the Netherlands, as well as other public transport companies in Belgium such as TEC and STIB.
Additionally, SNCB wants to encourage the use of digital sales channels, partly because digital products are easier to innovate. "When buying a digital ticket, for example, you are also kept up to date with personalised travel information."
SNCB is working on several initiatives to better include people who do not feel at ease when buying online or who are unable to buy tickets digitally, such as providing 7/7 access to call centres at the ticket machines. "This is our job as a public service provider. We do that in a proportionate way that takes into account all travellers."
Test Achats and Unia will soon announce the exact timing for the proceedings.
