Punctuality, an essential criterion for customer satisfaction, is one of our high-priority objectives. Very special attention is thus being paid to improving it and we are doing everything possible to boost the measures that have already been taken. In collaboration with Infrabel, SNCB has drawn up an action plan aimed at significantly reducing the number of incidents that have an impact on punctuality and at limiting the impact of each incident.

The reliability of the rolling stock and its availability are essential in ensuring an optimal service is delivered to passengers. 3 specific actions are focused on the reliability of rolling stock.

  • Improved technical reliability of the rolling stock by means of an on-going analysis of the technical problems and continuous monitoring of the fleet;
  • The modernisation of part of the fleet;
  • The decommissioning of obsolete rolling stock.

The use of telemetry (technology on board the train making it possible to preempt weaknesses and potential breakdowns and so to better schedule maintenance in the workshop, spare parts and ad hoc human resources) contributes to improved punctuality.

This technology is currently being used on Desiro trains. All future rolling stock, including the M7s, will be fitted with it.

By replacing or upgrading the equipment in our workshops and by building new functional and high-performance workshops. A review of the working procedure and of how things are organised as well as introducing greater flexibility will in turn promote greater efficiency. By creating a Production Technical Support unit in all workshops and maintenance posts, it will, for example, be possible for each site to monitor its own operational fleet.

If all affected co-workers have the right information at their disposal at the right time, problems can be resolved more quickly. That's why, when a problem arises, we send the information in real time to the train conductors. A drivers' Help Desk will necessarily allow them to resolve some problems themselves online. Strict monitoring of problems and an effective feedback procedure with staff on the ground improves the efficiency of maintaining equipment to ensure optimal service is provided to customers.

A drivers' Help Desk, for example, is responsible for providing telephone support to drivers when they need to troubleshoot their train in the event of a fault in service.

From the initial departure of a train from a siding, there are a whole series of considerations – particularly in relation to safety – which need to be inspected and tested. A large number of partners are involved: drivers, conductors, deputy station sidings manager, visitor, etc... Optimal coordination and communication between them all is essential to guarantee that trains depart at the scheduled time.

The staff at SNCB and Infrabel (infrastructure manager) collaborate closely on a daily basis to manage traffic on the rail network in real time. For example, experts from the two companies meet together in a Railway Operations Centre (ROC) and SNCB managers are present in Infrabel signal boxes.

Through close collaboration between SNCB and Infrabel, we are permanently working on maintaining the balance between the number of engineering work sites that are in progress at any one time, on the one hand, and the impact on punctuality, on the other.

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Concepts and definitions

On this page you will find some explanations and definitions relating to punctuality and how it is calculated.

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Press releases

Here you will find all of the press releases, in particular those relating to monthly figures on punctuality.

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