Keolis Charter for Safe Travel


Keolis enters the fight against COVID-19! – Version of 9 June 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 can be adapted with respect of gouvernemental measures. In our coaches, the 1st row of 3 or 4 seats can no longer be used in order to protect the driver.

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

The number of hand luggage in the vehicle must be reduced to the strict minimum.

If there is luggage to be collected, the driver manages the loading and unloading. If there is a lot of luggage, the driver may be assisted by 2 or 3 people who will follow his instructions.

Passengers leave their luggage within the reach of the driver on the ground. To retrieve them, they line up and approach one by one after the driver has given his authorization.

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.

Pre-defined seats

As far as possible for occasional and tourist transport, an allocation of seats will be defined in advance with the organiser or the person in charge of the group. For example, passengers belonging to the same “social bubble” will be grouped together.

Moving about on board

If an allocation of seats has been previously defined with the organizer, the boarding order will be established according to it.

Boarding and disembarkation take place according to the FILO (First In Last Out) principle. When boarding, we recommend that, when getting on board, each passenger gets into the seat furthest away from the door to avoid any proximity to passengers already installed. For disembarkation, the passenger closest to the door goes out first.

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.

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

Second driver
In touring coaches, when required, a second driver is allowed in the driver’s area in order to respect rest and driving times.

Cleaning and ventilation measures

The protection of the passengers and the driver is also ensured by the regular disinfection and ventilation 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 occasional and tourist transport, disinfection is also carried out between each group of passengers.

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

c. Vehicle ventilation

The driver ventilates his vehicle very regularly. At the beginning of the service, at the end of the service and at each prolonged stop, the driver renews the air in his vehicle as much as possible by opening wide the doors and windows. During the journey, weather permitting, the windows will remain open.

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, unless it is separated from the passenger area by a flexible wall.

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.

Antibacterial gel is also available to passengers in our touring coaches.

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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