Belgium's railway mediator, Ombudsrail, has received a record number of complaints from disgruntled commuters about delayed or cancelled trains this year – an increase of over a third (34%) from 2022, Het Laatste Nieuws (HLN) reports.
The rise in complaints is hardly surprising, given that the punctuality rate for the Belgian railway company SNCB fell to 85.5% in October. Moreover, the number of cancelled trains surpassed a record level, hitting over 37,000 this year.
"The number [of complaints] has increased by 34%. An absolute record," SNCB ombudsperson Cynthia Van der Linden told HLN. "This absolutely has to improve."
"People are extremely annoyed that they cannot count on trains. The complaints coming to us are the tip of the iceberg: they only come to us when they cannot get through to SNCB. So in reality, there are many more complaints."
Last month, the punctuality rate fell to 85.5% and there was a record high of over 37,000 cancelled trains. By all accounts, the railway company is recording one of its worst years ever.
Since Covid-19, SNCB has been facing major staff shortages, meaning that maintenance and repairs cannot be carried out on time. "This combination obviously means that passengers are the main victims," Van der Linden underlined.
'We know things have to improve'
Despite the poor figures, SNCB soon wants to work on its "most ambitious transport plan ever." This would include expanding its train offer by 10% in the coming years and a 30% increase in passengers from next month.
"The main intention over the next three years is to expand supply by focusing on late-night trains on Fridays and Saturdays, and more trains on weekends. There is less congestion there anyway. We are also massively recruiting staff," affirmed spokesperson Bart Crols to HLN.
However, Crols noted that SNCB's priority now is to quickly improve punctuality figures. "This is being constantly monitored together with railway manager Infrabel, with measures such as real-time traffic management, faster resolution of material problems, planning and many other measures. We know things have to improve."
