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The new app fits in with SNCB's strategy to continuously improve services for travelers with limited mobility.

Train passengers with limited mobility can now also request assistance to take the train via an app. It is about a new, simple way to do that, in addition to the current channels (telephone, website or via social media). The new app fits in with SNCB's strategy to continuously improve services for travelers with limited mobility.

Assistance for travelers with reduced mobility can be requested in 132 stations. For a direct journey between the 41 largest stations in the country, this is possible up to 3 hours in advance. These are the stations where two thirds of the travelers use the train.

“As long as people with disabilities cannot take the train autonomously, it is crucial that the request for assistance can be made smoothly. NMBS Assist is a very important step in this, enabling less mobile travelers to plan their journey more smoothly. We are happy to see an app that responds to the needs of users after an intensive collaboration. For Konekt, this is a good example of co-creation: the contribution of people with disabilities was not just feedback, but was an essential part of the design process.”

In 2022, more than 48.000 travelers have requested assistance from SNCB. This was usually done by telephone, in other cases via a form on the SNCB website or via Twitter, Facebook, Whatsapp or Instagram. As of today, this can also be easily requested via a new app, NMBS Assist.

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“Better service for all our passengers is one of the priorities for SNCB. The launch of the NMBS Assist app is a good example of this. NMBS strives to ensure that all travelers can take the train as autonomously as possible in the long term. The number of accessible stations will therefore be almost doubled by 2032, and when new trains are ordered, at least one carriage must be autonomously accessible from now on, so that passengers with reduced mobility can also board the train safely and comfortably.”

New features and capabilities

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The app contains a number of new features that make it easier for travelers to request their assistance:

  • The app works with a personal login, the My SNCB account: this means that travelers do not have to fill in their details every time and they can request assistance in just a few clicks. The app remembers which assistance is needed, for example with or without a ramp to bridge the distance between the platform and the train.
  • An adapted journey planner: at the request of the traveler, it only shows the stations where assistance is possible, depending on the type of assistance requested.
  • The traveler chooses the train and the stations where assistance is required. The request goes directly to the persons who carry out the assistance and in turn confirm whether it is possible.
  • The traveler can make several requests at the same time for the same journey, 30 days in advance. Handy for commuters who do the same route several times a week.
  • The traveler can follow the status of the request via the app and cancel it if necessary. An application can also be made for someone else.

The SNCB Assistance app can be downloaded from both the Apple App Store (IOS) and Google Play (Android).​

“Everyone should have the right to travel independently by public transport. This political priority is reflected in the public service contract 2023-2032 with SNCB, through significant investments in the design of stations and rolling stock, and a whole series of very concrete initiatives, such as the SNCB Assist app. This is a further step towards making rail an increasingly accessible and inclusive mode of transport for everyone, regardless of their level of mobility.”

Co creation

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From the idea of ​​co-creation, interest groups such as Konekt became a center of expertise for the inclusion of persons with disabilities. Their expectations were listened to through panel discussions, so that NMBS knew right from the start which functions the app should definitely have. Subsequently, a first version of the app was tested by future users, according to the Belgian railway company

"Improved accessibility ensures greater independence and a higher participation of people with disabilities in our society. This is one of the priorities of the Federal Action Plan for people with disabilities. Each initiative is a further step towards a more inclusive society Fortunately, technology offers us more and more opportunities to improve services to citizens. This new application, developed by the NMBS, meets the wish to expand and, above all, simplify the application for assistance. However, this should not lead to exclusion of those who do not have access to these digital innovations, and thus suffer from the digital divide, which is why it is essential that other means of communication are still offered to people with disabilities, such as the contact center, which is open seven days a week ."

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