It seems like a PR stunt, because although newspapers are full of stories about canceled journeys, empty flex buses, outdated buses, or buses that leave too early, 8 out of 10 passengers are satisfied with their journeys on the Flemish public transport company De Lijn.
The positive satisfaction survey score from last year, conducted on behalf of the Flemish government’s Department of Mobility and Public Works (MOW), is mainly because the survey was conducted among passengers who actually caught their bus. And once the traveler is seated in it, he generally appears to be very satisfied.
The calmer the bus moment, the higher the score
Among passengers, 78% were satisfied with their De Lijn journey, giving it a score of 7 or higher out of 10. A small minority (6%) were dissatisfied and gave a score below 5, while 16% gave a score of 5 out of 10. “These figures are in line with those for 2024, when overall satisfaction was 77%,” says the MOW.
Journey satisfaction was higher for weekend journeys (83%), journeys with fewer than 20 passengers (85%), passengers who travel less frequently with De Lijn, and passengers over the age of 25. Passengers who use De Lijn to go to work (81%), go shopping (84%), visit someone (84%), or travel in their free time (84%) were also more than satisfied.
School pupils are the least satisfied
Nevertheless, a clear profile emerges: satisfied versus dissatisfied passengers. Ride satisfaction is lowest among passengers traveling to and from school (68%). Ride satisfaction was also lower during rush hour (76%) and among passengers younger than 19.
School buses are often the busiest lines in the entire network, while rush hour is when De Lijn’s capacity and timetable are tested to the max.
During off-peak hours, buses are quieter, there is less time pressure, and more seats are available. During commutes between home and school, especially during rush hour, buses are often overcrowded, making it uncomfortable for young people to stand, and noise levels are high.
And not every rush hour commute is the same. Unlike students, employees often use direct lines or express routes that are well supported, while many can also arrive at their desks 10 or 15 minutes later without facing penalties.
Safety is good, but busyness and cleanliness could be better
In general, most aspects, such as driver friendliness and pre-boarding travel information, have improved compared to 2024. Satisfaction with safety (82%), crowding in the vehicle (66%), and transfer time (65%) also remained stable.
Passengers were particularly satisfied with the sense of safety (79%), the driver’s driving style (77%), the driver’s friendliness (77%), and the travel information provided before boarding (74%).
Passengers were most dissatisfied with crowding, cleanliness, and on-time departure from the stop, all of which were also issues identified in the previous survey. “Transfer times (65%), travel information during the journey (65%), noise in the vehicle (66%), and climate control (68%) received better scores than in 2024 but remain areas where De Lijn can still improve,” according to the department’s assessment.
Coast and Bruges score well
Journey satisfaction was highest in the transport regions of Ostend (88%), Bruges (86%), and Kortrijk (86%), the Flemish Ardennes (83%), and Ghent (81%). Ride satisfaction was lowest in Waasland (71%), Mechelen (73%), Antwerp (74%), and the Midwest (74%).
For the Ipsos survey, 2,169 rides were visited, and a total of 14,993 passengers were questioned across all 15 transport regions.
New Ghent-Dampoort – Terneuzen line
One more thing: A rapid bus connection between Ghent-Dampoort and Terneuzen in the Netherlands will be launched this year. The start is scheduled for mid-December 2026.
The new line is intended to improve accessibility to the port area for both residents and workers on the Belgian and Dutch sides. Currently, traveling between Ghent and Terneuzen by public transport often takes more than two hours. The express bus service is expected to reduce travel time and provide an alternative to driving significantly.
The bus line will be operated by the Dutch company EBS, a private transport company that provides regional bus transport in the province of Zeeland on behalf of the government.
De Lijn can start operating when the new transport concession comes into effect on December 13. The Flemish government is expected to allocate approximately €1 million per year for this purpose.
It should be noted that such an investment may seem unfair to schoolchildren. While €1 million is being allocated to the new line, De Lijn must save more than €35 million elsewhere.
This creates an unfortunate situation in which new lines are being added, with the government clearly opting for the economic card to alleviate traffic congestion on the R4, while “loss-making lines for schoolchildren in villages are under pressure and sometimes being cut back.”
