My complaint:

I am using QLiner 365 every day. First I take the bus at 8:19 from Sumatrastraat (Leiden) to De Hoek Boven (Hoofddorp). Then I take the bus in the opposite direction, usually at 17:43 or at 18:13.

1. These buses almost never come on time! Not “sometimes”, not “often” – almost NEVER! Usually they are about 5 minutes late. And then during the way the gap increases. On the other hand, there were days when they came actually earlier and didn’t wait – which is even worse! It looks that Arriva doesn’t try to be punctual. And the customers just keep waiting on the stations. Currently Arriva bus service in Leiden is unreliable! I have to switch to trains next month – even though it is kind of detour for me (I am working in Schiphol-Rijk).

2. The schedule on some stations doesn’t match the schedule on 9292.nl. The customers never know which one is valid. For example, on Sumatrastraat (Leiden) station (direction Schiphol). According to the schedule on the station, the bus should arrive at 8:16. But according to the 9292.nl it is 8:19. Then add the delay time of course. This is very confusing.

3. The offered free WiFi service often doesn’t work.

Desired solution:

1. The bus should arrive on time. There should some policy to control the punctuality. It is trivial: if the public service is not punctual, customers can't rely on it!

2. The schedule on the stations should be revisited, it should match the official schedule. I've given only one example: Sumatrastraat station in Leiden.

3. If the company offers a service, it should make it work. Otherwise just don't offer. If you advertise free Wifi, please make sure it works before each travel.