Passenger satisfaction is a major commitment for the STIB and its employees. Understanding priorities, anticipating needs and meeting expectations are daily challenges that enable us to offer an efficient, high-quality service to our customers, build their loyalty and turn them into our best ambassadors.
With 396.1 million journeys made by bus, tram and metro, ridership on the network remains at a very high level, close to that of 2024. Brussels residents still overwhelmingly choose public transport for their daily journeys, as shown by a recent study by Brussels Mobility.
Despite occasional disruptions due to strikes, maintenance and infrastructure modernisation works, ridership remains strong. These works, particularly on several major tram lines, aim to improve reliability and comfort for passengers in the long term.
Outside of periods of disruption, the trend is clearly positive. On an average weekday without incident, ridership is up 1.5% to nearly 1.4 million trips per day. On weekends, ridership exceeds pre-pandemic levels, while off-peak and holiday travel continues to increase (+2.8%).
These developments confirm that the STIB network remains attractive and adapted to new rhythms of life, despite the lasting impact of teleworking.
STIB vehicles travelled 51.3 million kilometres in 2025. The service offered to travellers, expressed in terms of the number of seats available on buses, trams and metros, multiplied by the number of kilometres travelled, amounted to 9.4 billion seats-kilometres in 2025. The slight decrease in kilometre production is partially offset by the modernisation of the vehicle fleet. The arrival of Trams New Generation and higher-capacity M7 metro trains contributes to offering more seats, greater comfort and an improved travel experience.
In 2026, various construction projects will once again impact kilometre production, but will help to maintain a safe and efficient network for years to come. For example, the Moris- Bréart construction project will resolve a very problematic black spot on the tram network. This route has a record number of interruptions due to improperly parked vehicles that prevent the tram from continuing on its route. Despite the temporary interruption of line 81, the expected benefits for travellers will be significant. At the same time, the STIB will continue its efforts to maintain an efficient and high-quality service for its customers, among other things by continuing to introduce new vehicles: TNG trams, M7 metro trains and new eCitaro fully electric buses.
A measure commonly used in the transport sector, seats-kilometres represents the number of seats available in all STIB vehicles, whether buses, trams or metros, multiplied by the number of kilometres travelled. The result not only takes into account the number of kilometres travelled, but also the number of seats available in the vehicles.
Floya is the multimobility app developed by the STIB. It allows users to plan, pay and travel in Brussels with a single account. It brings together many mobility players: Belgian public transport operators STIB, SNCB, LETEC and De Lijn, shared scooters and bicycles, taxis and car sharing.
The STIB contributes to Brussels' cultural vitality by facilitating access to the many events that take place in the capital. With special shuttles, increased frequency, and Event Passes available in collaboration with its partners (Ancienne Belgique, KVS and Forest National), the STIB is stepping up its initiatives to facilitate the use of public transport and allow people to enjoy Brussels' cultural, musical and nightlife in complete tranquillity.
To assess the quality of its services, the STIB organised nearly 11,000 mystery shopper surveys in 2025. The mission of these incognito inspectors was to test key elements of the customer journey, such as vehicles, stations, stops, points of sale, as well as the website and mobile app. These surveys resulted in more than 500,000 measurements, covering criteria such as equipment availability, infrastructure cleanliness and client orientation. At the same time, real-time measurements are taken to assess the performance of other elements of the customer journey, such as escalators and punctuality. The results of the quality surveys are monitored on a monthly basis and make it possible to correct any anomalies detected.
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