Emilie Taverne has been an SNCB train guide for three years. She notes that there was a before and after-Covid-19: “Since Covid, travelers have reacted tenfold. If a train does not arrive on time, travelers jump on us. We must appease them as best we can. The wrath has already turned on me. At that time, I have to stay calm. Usually things calm down on their own.”
Sylvie notices that verbal attacks are more and more frequent. And these are not necessarily travelers who do not have their ticket. More and more, it is the problems of train delays, deficient equipment, or lack of space that provoke the vindictiveness of travelers.
If an accompanying person is verbally or physically assaulted, SNCB offers him to be accompanied by a “bodyguard”. Sylvie explains to us : “This person accompanies us whether for moral or physical reasons. She also helps us to complete the administrative documents concerning this attack. Psychological follow-up is also offered to us. Personally, I did not have recourse to it because I took the aggression I suffered, for the uniform, and not for myself.”