Multilingual Business Communication

April 9, 2009

NMBS finally to roll out the red carpet for its customers?

Filed under: crisis communication, Gerlinde Van Hauwermeiren — Tags: , , , , — meertaligebedrijfscommunicatie @ 11:57 pm


nmbs1Have you ever been frustrated in travelling the Belgian railways because of delays, wrong information or sudden changes in timetables? Well, you’re certainly not the only one. This week it was announced that during the last year 5,518 complaints about the company’s train transport were taken down, a new record.


Unfortunately, problems with NMBS transport not only lie with its deficient services but also with its lack of effective communication. The company’s complaints person states that even internally the communication process is anything but flawless. Ticket inspectors themselves in many cases are not well enough informed, let alone they could ever distribute correct information to the customers.


You would think this news in itself puts the railway company in a sufficient amount of bad daylight, but even to these negative reports its representatives react in a deficient way. Instead of acknowledging that there is a problem, not to say problems, they only list a whole number of excuses. It is clearly high time for the NMBS to take action and realise that it needs to roll out the red carpet for its customers instead of scaring them off to other, more reliable, means of transport.




To express your dissatisfaction with the NMBS’s transport, visit


Gerlinde Van Hauwermeiren



“Spoorweg moet lat hoger leggen” by Peter Vandermeersch. De Standaard 8 April 2009, p. 2.

“Reiziger geeft spoorwegen slechte punten” by Tom Ysebaert. De Standaard 8 April 2009, p. 9.

“Recordaantal klachten bij NMBS”. Metro 8 April 2009, p. 1.$FILE/Druk_perron.JPG  (Photo platform)  (photo logo)


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