SNCB Assist simplifies passenger assistance

Passengers with reduced mobility can now request assistance to take the train via an application. This is a new, easy-to-use channel for requesting assistance, in addition to the telephone, website and social networks. The app is part of SNCB's strategy to continue improving the service for passengers with reduced mobility.

Watch our video in french:

Assistance for passengers with reduced mobility can be requested at 132 stations. It can be requested up to 3 hours in advance for direct journeys between the country's 41 main stations. These are the stations where ⅔ of passengers take the train.

In 2022, more than 48,000 passengers requested assistance from SNCB. Mostly by telephone, but also via a form on the SNCB website and via Twitter, Facebook, Whatsapp or Instagram. From now on, this request can also be made easily via an app: SNCB Assist.

New features, new possibilities

The app includes several new features to make it easier for passengers to request assistance:

• The application works with a personal login, the My SNCB account, so passengers don't have to fill in their details every time, and can request assistance with just a few clicks. The application remembers what assistance is needed, for example with or without a ramp to bridge the distance between the platform and the train.
• A personalised journey planner: at the passenger's request, it will only show stations where assistance is available, depending on the type of assistance requested.
• Passengers can choose the train and stations themselves. The request is forwarded directly to the people in charge of assistance, who then confirm whether it is possible.
• Passengers can make several requests at once for the same itinerary, up to 30 days in advance. Useful for commuters who make the same journey several times a week.
• Using the app, travellers can track the status of their request and cancel it if necessary. A request can also be made for another person.
• The SNCB Assist application can be downloaded from the Apple App Store (IOS) and Google Play (Android).

Co-creation

The application was developed as a co-creation project. Collaboration was established with organisations such as Konekt, a centre of expertise committed to the inclusion of people with disabilities. Through group interviews, the expectations of people with disabilities were brought to light, and the SNCB immediately knew what features were needed. A first version of the app was then tested by future users.