Customer Care

You can simply use our trip planner or download our mobile app!

You can travel to and from Brussels Airport Zaventem using bus line 12. You can travel to the airport with any normal rate ticket or season pass (STIB-MIVB season ticket or BRUPASS ticket). When starting from the airport, you need a special ticket called Airport2City. More info about the Airport Bus can be found on this page of our website. If you want to take the train to the airport, you will have to buy a ticket from the railway company SNCB-NMBS. The SNCB-NMBS has devoted a webpage to its airport train.

• Any planned diversion will always be mentioned above the timetable of the affected line on our website or by selecting a stop on our mobile app.
• Major disruptions will also be mentioned on the "Works and disruptions" page.
• In case of an unplanned disruption, the relevant info will be published on stib.brussels (home page, right side, tab "Social"), on our mobile app (trip planner or timetable screen, after selecting a stop) and on our @STIBMIVB Twitter feed.

You can also track the realtime position of our vehicles on our website or our app.

You can directly access timetables from the home page ("realtime and timetables", right insert), or you can use the dedicated page. You will simply have to select a line, a direction, and a departure stop. Timetable sheets are available in the right-hand column.

You can also track the realtime position of our vehicles on our website or our app.

You can find the first and last departure on the timetable of your line.  In order to look up the timetable of a specific line, see question "Where do I find my line’s timetable".

Dates of school holidays can vary from one year to another. The modified white and blue timetables are on a stop’s timetable sheet, with mention of applicable holiday start and end dates. Stop timetables are also available on our website, in the right-hand column after selecting a stop, under Downloads, Timetable at stop.

They mean that the vehicle planned at that time will not ride all the way to the terminus, but will terminate at another stop, which is specified in the legend at the bottom of the sheet.

You can request one using our contact form, which contains the option "I wish to obtain a certificate or proof". In case of a major disruption, a disruption certificate is generally available on the home page of our website.

Here is the list of our sales outlets. You can also find the nearest sales outlet using our Store Locator.

• KIOSKs are points of sales dedicated to quick sales (e.g. renewing a subscription, buying tickets and replacing a MOBIB card). They cannot handle more specific operations which require an identity check (e.g. creating a new personal MOBIB card, delivering duplicates, updating the customer profile, dealing with refunds, exchanging tickets).
• BOOTIKs are larger points of sales; you can go there for any operation. Please note that the waiting times in our BOOTIKs can therefore be a bit longer during peak times.

You can pay using contactless payment in all our trams, buses, and metro stations. You only need your bank card or compatible device. You can find more information about contactless payments on this page.

We recommend going to another sales outlet to buy a ticket. You can find the closest sales outlet using our Store Locator.

You can also pay using contactless payment in all our trams, buses, and metro stations. You only need your bank card or compatible device. You can find more information about contactless payments on this page.

First of all, check whether nothing has been delivered. Present your MOBIB card once again at a GO vending machine and check its contents on the screen. Don’t rely on the “reste X voyages” message you may receive while validating your MOBIB card, as it only concerns the ticket you just validated and not other tickets that may be present on your card. In case of a paper ticket, please check if it doesn’t fall in the container; this can sometimes take a bit more time than it usually does.

Next, check whether your bank account has indeed been charged. Our vending machines will first merely reserve the corresponding amount on your bank account; if the required ticket wasn’t delivered, this reservation will be automatically cancelled, and no payment is done. It can take up to a few days for this to be visible on your bank account statements. In case of a cash payment, the inserted amount will be automatically returned by the vending machine.

If this doesn’t solve the problem, please fill out our contact form while providing us the following information:

• date and time of purchase
• the ticket(s) you wanted to purchase and the total amount
• bank account statement showing the payment
• location of the vending machine including its number (five digits on the metal plate on the top right corner)

10 journey tickets are only available on MOBIB cards. If you do not have a MOBIB card, it means you selected 10 single fare tickets, which the vending machine delivers one by one.

A physical contact between our devices and your MOBIB card is needed to update the tickets on your MOBIB card. Such a contact is made when validating or when placing the card on a GO vending machine.

GO vending machines and validating machines located in stations are connected to the Internet and synchronised overnight, which allows the update to happen 24 hours after purchase.

Validating machines on buses and trams however need to be synchronised in the depots, which is only done every four days. As a consequence, the beginning date of a subscription is automatically set to D+4 when using the online purchase without card reader.

If you want to be able to use a ticket or subscription immediately after purchase, you should choose option 1 "Reload immediately" with an eID card reader. Given that the MOBIB card itself is then connected to our system through the card reader, the ticket or subscription will be loaded on the MOBIB card immediately.

You can also go to one of our sales outlets if you need your ticket to be immediately available.

A MOBIB card is a chip card on which you can load travel tickets. It is no valid ticket in and of itself, but a medium that carries your tickets and subscriptions. More info about the MOBIB card is available here.

If you want to know when your subscription will end:

• you only have to place your MOBIB card on the reader of a GO vending machine
• you can push the "info" button of a validating machine, and then present your card during the beep tone; the beginning and end date of your subscription will appear on the screen.
• You can also find this information on MyBootik

If you want to know how many tickets are left on your card, you only have to place your MOBIB card on the reader of a GO vending machine or push the "info" button of a validating machine, and then present your card during the beep tones; the tickets left on your card will appear on the screen.

All tickets (on MOBIB card or paper) are valid 18 months after purchase.

Regular subscriptions can be renewed online, in a KIOSK or BOOTIK point of sales or on a GO vending machine. If you have a subscription requiring specific conditions (school season ticket, 65+, PRRB, S...), all necessary information for each type is available on the page "season tickets and renew".

You can get a proof of payment in a KIOSK or BOOTIK point of sales or by choosing the relevant option in our contact form. Please note that KIOSKs can only deliver proofs of payment as long as the ticket or subscription is still valid.

Proofs of payment for expired subscriptions or tickets can only be delivered in BOOTIKs or through our online contact form (only for nominative MOBIB card, not possible for MOBIB Basic cards).

Paper tickets as well as the following season tickets are only valid on the STIB-MIVB network: STIB-MIVB, PRRD, S and 65+. BRUPASS (season) tickets loaded on a MOBIB card are also valid on TEC, De Lijn and SNCB/NMBS lines within Brussels. BRUPASS XL tickets add access to an extended zone around the Brussels-Capital Region. The actual limits of BRUPASS and BRUPASS XL zones are shown on our zone map, as well as on our BRUPASS (lien vers la page MTB adaptée) zone and BRUPASS XL zone pages.

Validating machines count down the number of fares that are left on one ticket at a time; they do not add up the various tickets present on a card. For example, if you have 33 fares on your card, the validating machine will show "3 remaining journeys", as there a 3 fares left on one of your 10-journey tickets. As soon as all the journeys on this ticket will be used, the machine will take the next ticket into account and a new countdown will begin from 10.

If you want to know the total amount of fares left on your MOBIB card, you can simply place it on the reader of a GO vending machine or push the "info" button of a validating machine, and then present your card during the beep tones; the number of fares left on each of your tickets will appear on the screen. You can also check your MOBIB card’s balance through MyBOOTIK.

If you have a yearly season ticket (STIB-MIVB, BRUPASS, BRUPASS XL), you can ask for a refund in one of our BOOTIK points of sales.

The amount refunded will be calculated as follows: yearly subscription price minus 30% of the price of the subscription for the first month and 10% added for each started month. Administrative costs (€10 ) will also be deducted from the refunded amount. During the 8th month, no refund will be granted.

Example after three months using a STIB yearly season ticket: 499 – 50% (30% + 2*10%) – 10 = refunded amount.

Any other ticket or subscription is none refundable.

Children under 6 can travel free of charge provided they are accompanied by an adult carrying a valid ticket and travelling with maximum 4 children.

Between 6 and 12, children have a right to a free subscription, which must be loaded on a child’s personal MOBIB card.

From 12 years on, children can travel with a school ticket.

Groups of children (school groups or youth organisations with children aged less than 18) can use the "school group ticket" valid for a maximum of 30 people including 2 accompanying adults.

The number of your STIB-MIVB MOBIB card is the series of 19 figures beginning with"639653". It is shown above your birth date on personal cards and at the right bottom corner on MOBIB Basic cards.

If you have a SNCB-NMBS card, look for it just below the birth date. On TEC cards, the number is also located under the birth date; on De Lijn cards, it is located at the top, beside the De Lijn logo.

The two types of tickets cover different zones.

The BRUPASS zone is identical to the former MTB zone. It contains various De Lijn, TEC, and SNCB-NMBS stops, as well as all STIB-MIVB stops.

The BRUPASS XL zone contains the BRUPASS zone as well as an extended zone around the Brussels communes.

The BRUPASS and BRUPASS XL zones are shown respectively in blue and red on this map.

We have tried to keep our offer as simple and clear as possible, choosing to base this first BRUPASS phase on the flagship products of the existing range of tickets. Their use will be evaluated over time.

Are you planning to use both BRUPASS and BRUPASS XL tickets? In that case, we recommend getting a second MOBIB BASIC card to mark the distinction between the two zones. Our MOBIB validators cannot know how far you want to travel, and do not have the possibility to let you choose the ticket you want to validate. By using a second card, you can make sure the right ticket is validated. This is of course only an issue if you want to alternate travels in both zones.

BRUPASS and BRUPASS XL tickets are meant to be loaded on a MOBIB card. You then have to validate your MOBIB card each time you enter a new transport vehicle (either on a STIB validator in our vehicles and stations, on TEC or De Lijn validators, or on an SNCB-NMBS vending machine before boarding a train.

If you have just lost an item in a bus, tram or metro, we suggest waiting for the same vehicle in the other direction, in order to directly ask the driver whether they have found it.

If not, or in any other case, you should fill in our contact form in order to report the loss.

For items that cannot be identified or distinguished easily (ordinary clothing, keys, mobile phones...), you should go directly to the Lost and found office in Botanique/Kruidtuin station (open on Mondays and Wednesdays, from 12 am to 6 pm). As collecting and cataloguing found items can take a few days, we recommend waiting about 5 days before going to the Lost and Found.

Our Lost and found office is located in Botanique/Kruidtuin station, on the same floor as the metro access gates. It is open on Mondays and Wednesdays, from 12 am to 6 pm.

You can get a duplicate MOBIB card for the price of €10. A new card will be created, carrying your photo and the tickets or subscriptions present on the card you lost.

You can get a duplicate:

• In any BOOTIK: the new card is issued immediately. You will find a list of our BOOTIKs, with their opening times, on our website.
• Online, using MyBOOTIK you will receive a new card by mail within 5 business days.

MOBIB Basic cards being anonymous, you cannot get a replacement in case of loss.

You must never get down on the tracks yourself! Please use the contact button on the platform to get in touch with our teams. An agent will be dispatched in order to retrieve your item safely.

This requires the power supply to be cut off, which is not possible in peak time. In that case, you should come back later and use the contact button.

If you are not able to come back later, use the contact button in order to inform our teams, so that they can recover your object at night and send it to our Lost and Found office.

All items recovered by a field agent are brought to a depot, where they are picked up by our postal services, in order to be transferred to our Lost and found office. The items are sorted and catalogued afterwards, so they can be identified and handed over to their owners. These steps can take up several days.

You can hand it over to any STIB-MIVB agent on our network (driver, field agent, point of sales...) or send it to the following address: STIB-MIVB Customer Care, rue Royale/Koningsstraat 76, 1000 Brussels.

The fine for not holding a valid and/or validated ticket is €107.
If you incur a second fine within 24 months, its amount will be set at €214.
Using someone else’s personal MOBIB card will lead to a €408 fine.
If you have a valid subscription, but didn't validate it, the fine will be €10, provided that it is paid within 10 working days. Otherwise, the amount will be increased to €107.

Fines must be paid on the following bank account: BE78 0963 2093 1086. The structured communication is the barcode mentioned on the document you received after the ticket inspection or by mail.

Yes, it is possible to spread the payment of a fine.
The number of installments depends on the amount due:

• In case of a €107 fine, the payment can be spread over a maximum of 5 months (payment in 5 installments).
• In case of a €214 or €408 fine, it can be spread over a period of maximum 8 months (payment in 8 installments).

A €10 fine cannot be spread.

The instructions are mentioned on the document that was handed-over or sent to you. 

Please contact our "Infractions/Inbreuken" department using the following email address: infractions@stib-mivb.brussels.

Don't forget to mention the reference of the barcode on the document you received as well as any other information necessary to the follow-up of your file.

The response time can vary according to the work load. It generally takes a maximum of 3 weeks to receive an answer.

Please note that your fine will be suspended while your request is being handled. If your appeal is unsuccessful, you will receive a new deadline for the payment.

If you have an insurance, contact your insurer to put together a file.

This should include as much information as possible about what happened, such as the date and time of the incident, the line number, the number of the STIB vehicle and/or its registration number, the direction of travel, the identity of any witnesses, a description of the circumstances of the accident, etc.

If you do not have an insurance, please contact our Customer Care, who will explain the steps you need to take to put together a file.

You are allowed to carry your bicycle for free in our metro trains and low-floor trams (those without steps), except from Monday to Friday from 7 am to 9 am and from 4 pm to 6.30 pm. Folding bicycles may be carried on our buses, trams and metro trains at any time, provided they are completely folded. You will find additional information in our "Bicycle guide for passengers".

Yes! Small lap dogs, guide dogs and police dogs are allowed at no extra charge. A travel ticket is required for all other dogs. Large dogs must also wear a muzzle, except guide dogs.