For many wheelchair users, the train is the most practical way to discover Belgian cities — fast, affordable and right in the centre of almost every town. NMBS offers free assistance to passengers with reduced mobility, and that service has improved considerably over the past few years. In this guide we walk you step by step through how to book a journey, which stations offer which service, and how to make sure your assistance actually shows up.
What exactly is NMBS assistance?
NMBS assistance is a free service in which railway staff help passengers with reduced mobility to board and disembark. The assistant comes to the platform with a mobile ramp or a fixed ramp, helps you safely onto the train, coordinates with colleagues at any connecting station, and is waiting on arrival to help you off again.
The service is intended for:
- Wheelchair users (manual or electric)
- People using a rollator, crutches or other mobility aid
- Visually or hearing-impaired travellers who would like guidance
- Older travellers with reduced mobility
- Passengers who are temporarily less mobile (after surgery, in a cast)
To be clear: the service is free, for everyone, without any need to provide a certificate or proof of disability.
When do you need to book?
The current rule is that you must book your journey at least 3 hours in advance — an improvement on the old 24-hour rule. At some stations with permanent staff you can even request on-the-spot assistance, with no booking needed. These are mainly the major hubs:
- Brussels Central
- Brussels South
- Antwerp Central
- Ghent-Sint-Pieters
- Bruges
- Leuven
- Charleroi-Sud
- Namur
- Ostend
- Hasselt
At the more than 100 other staffed stations, booking 3 hours in advance is required. If you change plans at the last minute that can be frustrating, so book too early rather than too late — cancellation is free at any time.
Three ways to book
1. Via the NMBS website or app (fastest)
Go to nmbs.be/assistance or open the NMBS app. Enter your departure, destination, date and time, and indicate the type of mobility aid you use. Confirm with your email or mobile number and you will receive a reference number. Keep that number safe — you can use it to change or cancel your booking later.
2. By phone on 02 528 28 28
The call centre is open from 6:30 to 22:00, 7 days a week. An operator will help you with the booking and send confirmation by SMS or email. This method is handy if you have a complex journey with multiple changes, or if you have a specific question (can I bring my folding scooter, what about my assistance dog, and so on).
3. At the ticket counter
At staffed stations you can book directly at the counter during opening hours. For the next train if it is more than 3 hours away, or for a journey later in the day.
What to expect on the day
Arrive at the station 20 minutes before departure — that is the standard NMBS guideline. At larger stations with multiple platforms the assistant needs time to bring you to the correct platform, often via a separate lift or service passage that is not on the standard route.
At the station you report to a specific meeting point — usually clearly marked with a wheelchair pictogram or the sign "Assistentie / Assistance". At Brussels Central and Antwerp Central the meeting point is right by the main entrance. At smaller stations it is usually the ticket counter itself.
The assistant uses a mobile wheelchair ramp to help you onto the train. On modern trains (M7, AM08 Desiro) there is an integrated wheelchair space with a locking mechanism and an accessible toilet nearby. On older rolling stock the comfort is slightly less, but accessibility is still guaranteed via the mobile ramp.
When you change trains, the first assistant automatically alerts a colleague at the connecting station. You do not need to do anything yourself.
Frequently asked questions
Can I bring my electric scooter? Yes, provided it fits in the marked wheelchair space (max. roughly 130 cm long and 75 cm wide) and is manoeuvrable. For heavier mobility scooters NMBS may request a separate assessment — mention this when booking so that the right assistant and ramp are arranged.
Can my assistance dog come along? Yes, assistance dogs travel free without a muzzle. Ordinary dogs are also welcome but must wear a muzzle and have a valid dog ticket (3.30 euros).
What if the assistant does not show up? In that case, call 02 528 28 28 immediately. In practice NMBS offers an emergency solution — often a colleague from a nearby station drives out to meet you, or they arrange a taxi to the next accessible station. You will later be offered a formal complaints procedure via assistance@nmbs.be, and NMBS follows up on every report.
Does it work at night or at weekends too? Yes, all 24/7 stations also offer assistance at night — though fewer trains run, so double-check that your connection actually exists. At weekends the service is identical to weekdays.
International connections
For international trains (Eurostar Brussels-London, Eurostar/SNCF to Paris or Amsterdam, ICE to Germany) each operator has its own booking system. General rule: book at least 24 hours in advance via the website of the international operator. Combine this with your domestic NMBS booking — the assistant will help you all the way to the international gate or the Eurostar platform.
What if you want to start closer to home?
Not every station offers assistance. A handy first step is to look up your departure station on nmbs.be/stations: each station page indicates whether the assistance service is available there. If your local stop does not offer assistance, plan a first taxi or bus ride to the nearest accessible station — from there you pick up the train without worry.
Final thoughts
NMBS assistance is one of the lesser-known but best-functioning services for travellers with reduced mobility in Belgium. The system is free, reliable, and the staff — from our own experience and from the feedback we receive — are almost always friendly and helpful. Book at least 3 hours ahead, arrive 20 minutes early, and you will be taken safely and smoothly from platform to platform.
For an accessible day trip to a Flemish art city, the major hub stations are an ideal starting point. For a relaxed coastal break, Ostend Station is a step-free terminus where you can directly catch the Coast Tram or a taxi towards the beach.