Passenger satisfaction remains a top priority for STIB and its employees. Understanding priorities, anticipating needs, and meeting expectations are daily challenges that allow us to deliver an efficient and high-quality service, build loyalty, and turn our passengers into our best ambassadors.
In 2024, STIB recorded 402 million journeys on its network, surpassing the 400 million mark and achieving a 7% increase compared to the previous year. This growth trend is evident across all three transport modes, regardless of the time of day or day of the week. Trams, however, experienced the highest increase in ridership, driven by the success of new lines. Measures implemented in recent years to expand service and offer easy, fast purchasing solutions are proving effective. Each year, more and more people choose STIB’s public transport to move around Brussels.
STIB’s vehicles travelled 52.8 million kilometres in 2024. Despite several construction works necessary for network maintenance and safety, STIB maintained a service level almost identical to the previous year, which is a significant achievement.
In terms of capacity, this equates to 9.8 billion seats-kilometres—a measurement used in public transport to represent the total number of available seats multiplied by the kilometres travelled. This indicator expresses the scale of service provided within a network.
In 2025, STIB will continue its efforts to maintain an efficient and high-quality service through the introduction of new vehicles: next-generation TNG trams, M7 metro trains, and fully electric eCitaro 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 shared mobility app developed by the STIB. It enables users to plan, pay for, and complete journeys, integrating multiple mobility providers in Brussels at different levels of integration: Belgian public transport operators (STIB, SNCB, TEC, and De Lijn), shared scooters, bicycles, taxis, and car- sharing services.
In 2024, over a hundred concerts, shows and large-scale events took place in the capital. By promoting mobility around these events, STIB contributes to Brussels’ cultural reputation. STIB organises special shuttles, increases service frequency, and provides Event Passes in collaboration with its partners (Ancienne Belgique, KVS and Forest National). There is a wide range of initiatives to facilitate the use of public transport and enable people to enjoy Brussels’ cultural, musical and nightlife activities with peace of mind.
To assess the quality of its services, STIB organised nearly 11,000 mystery shopper journeys. Their mission: to evaluate key elements of the customer journey such as vehicles, stations, stops, sale points, as well as the website and mobile application. These surveys have made it possible to carry out more than 500,000 measurements, covering criteria such as the availability of equipment and the cleanliness of infrastructure. At the same time, real-time measurements are taken to assess the performance of other elements of the customer journey. Any anomalies detected are corrected thanks to the daily work of the maintenance teams.
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