Consumers’ organisation Testaankoop and equal opportunities centre Unia have attacked Belgium’s state-owned rail company NMBS because some tickets are currently cheaper via the app than at the ticket office and from vending machines. If Belgian Rail does not confirm by 31 August that it will stop offering cheaper digital fares, the organisations intend to take the matter to court.
Testaankoop and Unia call what is currently happening, namely that certain tickets are several euros cheaper via the app, "digital discrimination." Only offering discounted tickets digitally and making digital products cheaper is a prohibited form of discrimination, Unia says.
"The digital divide is a reality and it is our job as a consumer organisation to close that gap as much as possible," notes Laura Clays, spokesperson for Testaankoop. "We can’t accept the rail company making it harder for the considerable number of people who don’t possess sufficient digital skills to pay cheaper prices for their train tickets."
2 or 3 euros cheaper via the app
The complaint was triggered by the Standard Multi, a 10-journey ticket that is 3 euros cheaper purchased via the app. For the Youth Multi, the equivalent of the Standard Multi for youngsters under 26, the digital price advantage is 2 euros.
Moreover, the rail company also markets a Flex Pass that allows passengers to travel 2 to 3 times a week on the same route that can only be purchased via the app.
According to Unia and Testaankoop, Belgian Rail believes its contract with the government allows it to set a price advantage for digital products. "The rail company claims that only a limited number of tickets are involved and that the price difference is minimal. It says digital products reduce the chance of fraud, trigger fewer passenger discussions with train conductors and are easier to use."
Unia and Testaankoop both say those arguments are "not convincing". "Unia strives for equal access for every person to public and private services that are automated or digitised," says Unia director Els Keytsman.
Unia: "Striving for equal access for all"
"The ever-increasing digitisation of our society offers opportunities, but also leads to the exclusion of vulnerable groups who may not, if ever, be able to keep up with the pace imposed," Ms Keytsman notes.
Unia and Testaankoop emphasise: "Some passengers do not have the financial means to afford the purchase and use of a smartphone and/or are unable to work with a smartphone because of their age, health condition or disability."
The further reduction of opening hours of Belgian Rail ticket offices in March "will obviously push the passengers more and more towards digital-only" the organisations say.
The ultimatum is there
Testaankoop and Unia are presenting Belgian Rail with an ultimatum. The transport company must confirm by the end of August that it will no longer offer cheaper digital fares and tickets that are only available digitally.
If company does not change course by the end of the summer, Testaankoop and Unia will go to court to challenge this form of digital discrimination.