In 2023, Ombudsrail Belgium processed 3,861 cases (11% more than in 2022) and intervened in 2,732 complaints from rail passengers.
Including those from previous years settled last year, this brings the total to 3,186 complaints, says the Belgian Ombudsrail’s recently published annual activity report.
Even though the gap has narrowed (from 26% to just 8%), complaints about international traffic outnumbered those about domestic traffic, the document states. In the aggregate (domestic and international traffic), complaints about rail companies (20.1%) ranked first in 2023, and delays, cancelled trains and missed connections (19.5%) ranked second. These top positions are identical to those recorded in 2022. In third place, however, ticket refunds or exchanges, which were in 2022, have been replaced by regularisations and fines (9.7%).
In almost 80% of the complaints settled, the complainant won all or part of the case and lost in 16% of cases. The remainder represent procedures stopped by the complainant or the Ombudsman.
60 recommendations made by the Ombudsrail Belgium
In 2023, Ombudsrail made 60 recommendations (almost double the figure for 2022). Most of these concern indirect damage suffered by passengers (missed flights, amount paid to taxi, etc., cancellation of an international train and an administrative fine. Of the total, 43 recommendations concerned the state operator SNCB; 14 Thalys; 2 Trainline; 1 Eurostar. Of these recommendations, 16 were followed and 13 others were partially implemented.
The Ombudsman regrets that the new European Regulation 2021/782 on rail passengers’ rights and obligations has not resulted in a real improvement in travel conditions. The institution also denounces the inflexibility of the system of administrative fines, which are often applied without much nuance and empathy.
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