Keolis Charter for Safe Travel


Keolis enters the fight against COVID-19! – Version of 15 May 2020

At Keolis, safety is our priority.

Offering our employees, our customers and our passengers the best safety conditions in our transport is a daily project which is materialised through several measures:

In this special period of covid-19 and in addition to following government regulations, Keolis is implementing a whole series of measures to maintain this level of safety and prevent the spread of the virus: distancing measures, cleaning measures, and preventive measures.

Keolis commits itself through this charter.

Activities concerned by this safety charter

Safety is paramount at Keolis, and so all our transport activities are concerned by this safety charter:

  • Specialized regular services (school transport, company shuttles, etc.)
  • Occasional transport
  • Transportation by taxi, car and minibus rental with driver
  • Regular public transport

We can provide any transport in Belgium and even abroad, by coach or taxi, within the limits of the Belgian governmental measures and the countries crossed.

This charter is a standard, a minimum which we guarantee to our employees, customers and passengers in order to enable them to travel in complete safety. Additional measures can also be put in place depending on the client.

Social distancing measures

Keolis is committed to complying with social distancing measures adapted to the pandemic situation. This means in practise:

  • A limitation of the vehicle load
  • On-board signage (posters, barrier tape) to orient passengers
  • Organization when getting in and out of the vehicle to avoid proximity between passengers and the driver

a. Limitation of the vehicle load   

In this period of social distancing, the load capacity of our vehicles is adapted to avoid any contamination between passengers or with the driver. The maximum load has therefore been revised according to the type of vehicle.

Below, we start from the assumption that passengers do not belong to the same “social bubble”. Youth movements are allowed to travel in their groups up to 50 people.  


VehicleCapacity in the Covid-19 period
Saloon car (4 + 1 pl)  1 passenger 
Minivan (8 + 1 pl)  2 passengers


In order to protect the driver, the 1st row of 3 or 4 seats can no longer be used in our coaches. It is then up to the customer to choose the desired level of distance between passengers:

  • Either a “minimum” distance of about 1m between each passenger: a maximum of 1 seat out of 2 can be occupied, on the window side
  • Or an “optimal” distance of 1.5m between each passenger: maximum 1 seat out of 4 can be occupied. They are then staggered in relation to the central aisle.

The adapted capacities of our various vehicles are summarized in the table below:

Excluding pandemic For a minimum distance (1 m) For optimal distance (1 m 50)
If all the seats can be occupied 1st row of 3 or 4 empty seats | 1 out of 2 seats occupied 1st row of 3 or 4 empty seats | 1 out of 4 seats occupied
Minibus 22 seats 9 passengers 4 passengers
VIP Minibus 16 seats 7 passengers 3 passengers
Economy 60 seats 26 passengers 17 passengers
Luxury medium cap 32 seats 14 passengers 7 passengers
Standard Luxury 50 seats 23 passengers 12 passengers
Standard Luxury 54 seats 24 passengers 14 passengers
High capacity Luxury 61 seats 26 passengers 17 passengers
Luxury Double Decker 82 seats 32 passengers 23 passengers
VIP 49 seats 24 passengers 12 passengers
Team 49 seats 24 passengers 12 passengers
Reduced mobility up to 8 chairs or 56 seats Depends on the number of seats Depends on the number of seats

The toilets are closed for safety reasons. For long journeys, breaks can be taken at the request of passengers.


In order to protect the driver, the 1st row of 3 or 4 seats can no longer be used in our buses. It is then up to the customer to choose the desired level of distance between passengers.

For your information, at the date of the last modification of this charter, public authorities competent in the field of passenger transport were requesting the following maximum load:

  Number of seats Maximum capacity in a TEC bus Maximum capacity in a De Lijn bus
Standard bus 38 12 15
Articulated bus 53 19 20

b. Distance upon boarding and alighting

General rules

In order to allow sufficient distance between passengers and driver when boarding and alighting, some rules depend on the number of doors:

  • If the vehicle has 2 doors, boarding and alighting is always via the rear door. To this end, the following message will be displayed on the front door: “Use only the back door of the bus.”
  • If there is only one door, the driver will get off the bus and let the passengers get on or off before getting back on the bus him/herself

The social distancing must be kept to a maximum when passengers are travelling. Thus, only passengers getting on or off the bus should be standing. If there are several passengers in the same place, a distance of 1.50 metres must be observed between each one.

For luggage

If there is luggage to be collected, the driver goes out first to unload it and place it side by side on the ground.

Passengers take turns getting up and if applicable taking their belongings from the luggage racks above the seats.

They maintain a safe distance of 1.5 metres when exiting the vehicle.

They line up to collect their luggage, and they approach it one by one after the driver has given their permission.

No personal belongings, masks or gloves may remain in the vehicle.

For people with reduced mobility

When boarding a person with reduced mobility, the driver is the only one who may handle the wheelchairs, the securing of the wheelchairs and the door handles. If the passenger does not need their wheelchair on board but assistance is nevertheless required, the driver is the only one who may assist them. They will be equipped with gloves.

As a reminder, the driver and passenger must wear a mask.

Moving about on board

When boarding the vehicle, we recommend that each passenger gets into the seat furthest away from the door, so that the vehicle fills up in an orderly manner, avoiding any proximity to already-seated passengers .

We would also like to remind you that moving about on board a coach is prohibited during the journey. It is very important to respect this rule in order to maintain social distancing during the journey.

Cleaning measures

The protection of the passengers and the driver is also ensured by the regular disinfection of the vehicles. To this end, suitable cleaning equipment is available to each driver and a cleaning procedure has been put in place.

a. Protection and disinfection equipment

Each driver is provided with protective and cleaning equipment which they must use according to the safety procedures communicated internally. This is their equipment:

  • Disinfectant cleaners
  • Disinfectant gel for washing hands before each service and after each contact with passengers or passenger equipment.
  • Protective masks (disposable or reusable).
  • Gloves are worn by the driver, especially when loading and unloading luggage and when handling wheelchairs.

b. Cleaning procedure 

The vehicle disinfection procedure does not change the fact that each vehicle is cleaned according to the usual guidelines. This procedure concerns additional cleaning to disinfect areas which are regularly touched by the driver or passengers.


A mask and protective gloves must be put on by the driver before any cleaning of the passenger area.

The vehicle is first cleaned according to the usual cleaning rules.

At least once a day, all the fittings listed below are also disinfected with a suitable product, supplied to the driver by the company.

In the driver’s cab, the following items are disinfected daily and between each driver.

  • Steering wheel
  • Handrails
  • Control buttons
  • Dashboard
  • All hard surfaces

In the following fittings of the passenger area are disinfected daily:

  • Bars and handrails
  • Seat handles and armrests
  • Door handles
  • Stop and door button
  • Belt fasteners
  • And all other hard surfaces
Application of preventive gestures

Whether it concerns the driver, the passengers, the management staff or the conveyors, on board, preventive gestures are expected from everyone. 

a. Mask

Every person aged 12 and over must wear a protective mask in all our vehicles. The driver also wears a mask for the full duration of their entire passenger service.

For the safety of everyone on board our vehicles, access will be denied if a person aged 12 or older is not wearing a mask.

b. Antibacterial gel  

The driver is equipped with antibacterial gel which they must use before and after contact with passenger luggage, wheelchairs or a passenger.

c. Gloves

The driver is equipped with gloves which they will use in the following situations, among others:

  • when loading / unloading luggage
  • for assistance to a person with reduced mobility
  • for the cleaning of their vehicle
  • for any other physical interaction with a potentially contaminated element

They also disinfect their hands immediately after using the gloves.

d. Other actions expected from the driver and passengers 

Paper tissues

The use of tissues is recommended. After use, it should be disposed of in a closed rubbish bin.

Coughing and sneezing

When coughing or sneezing without a tissue at hand, you should sneeze or cough into the crease of the elbow.

Adapted onboard communication

The customer has been informed of the safety measures at Keolis. However, in addition and unless the customer has provided their own signage, the information is also communicated on and/or in the vehicle.

  • If the vehicle has 2 doors, the following message is displayed on the front door : “Use only the back door of the bus.”
  • On the door used by passengers, a message reminds them that “masks are mandatory on board for children aged 12 and over. “

Only a limited number of seats may be occupied, for which purpose stickers or signs making seating off-limits shall be affixed to the seats concerned.

Inside the vehicle, a sign reiterates the measures put in place for the safety of everyone on board: the passenger area of this vehicle is disinfected every day + mention of the charter + QR code to the online charter

A sign on the door of the coach toilets reads “The toilets are closed for safety reasons. Breaks can be taken at the request of passengers”.

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