Bus transition in Friesland, Zuid-Holland causes major disruptions

The transition from Arriva to Qbuzz in Friesland and Zuid-Holland Noord has caused significant disruptions for bus passengers across the regions. The switchover, which took place in mid-December, has been marked by severe delays, missing buses, and confusing route changes, leaving tens of thousands of travelers inconvenienced.

Bus services were hit with delays of up to 45 minutes, and drivers unfamiliar with routes frequently stopped at incorrect locations. In Zuid-Holland, Qbuzz faced a shortage of nearly 100 electric buses, partially due to the bankruptcy of bus manufacturer Van Hool. In response, Qbuzz turned to diesel buses from Berlin and Reykjavik, and in Friesland, additional coach services were employed to fill in the gaps. Drivers from neighboring provinces like Drenthe and Groningen were also called in to assist.

To compensate for the chaos, public transport in Zuid-Holland Noord was made free until the weekend of January 6. However, the ongoing issues have raised concerns about the timing of such transitions, with provincial officials and the travelers' association Rover calling for a shift to off-peak seasons.

The bus service changes in Friesland and Zuid-Holland Noord were part of a broader shift in the Dutch public transportation sector. Qbuzz took over routes previously operated by Arriva, but numerous problems arose as buses and drivers struggled to meet demand. For example, in Friesland, Qbuzz promised a 20 percent increase in service hours but failed to deliver.

Rover, a passenger advocacy group, has suggested that such transitions be moved to the quieter summer months or the May holiday period to allow for smoother adjustments. “It’s a more practical time for both operators and passengers, as fewer people travel, and the weather is better,” Freek Bos, the director of Rover, told the AD.

Provincial governments have already begun to consider alternative solutions. Noord-Brabant has decided to implement changes in the summer months starting in 2029, believing it will reduce the risk of disruptions. Qbuzz has also expressed support for this approach, acknowledging the added complexity of transitioning to electric buses and integrating new technologies.

“Concessions have become more complicated with electric buses and IT systems, so we are in favor of a summer or May transition,” a spokesperson for Qbuzz said.

Leiden demands better bus services

The Leiden city council has formally demanded improvements to the regional bus services, calling the current state of affairs unacceptable. In an open letter to the province of Zuid-Holland, representatives from ten political parties expressed their dissatisfaction with the ongoing issues since Qbuzz took over the public transportation contract in the northern part of the province in mid-December. The council emphasized the urgency of resolving the situation, stating that "it is of paramount importance that the situation improves significantly and quickly."

Since Qbuzz’s transition, commuters in cities like Leiden, Alphen aan den Rijn, Gouda, and Katwijk have faced significant disruptions. Travelers have experienced long waits at bus stops with no buses in sight, while others have been delayed for extended periods. There are also reports of drivers who are unfamiliar with their routes, and in one instance, the police impounded a bus in Leiden for displaying an incorrect license plate.

The Leiden council’s letter also conveyed their frustration with the chaos surrounding the transition, urging Zuid-Holland’s transport commissioner, Frederik Zevenbergen, to take swift action. The province, as the concession holder, is responsible for overseeing regional transportation and has already indicated its displeasure with Qbuzz’s rocky start. The province is considering imposing fines on the transport provider in response to the numerous complaints received from across the service area.

Shortage of bus drivers

Despite these discussions, some experts argue that the real issue lies in the broader shortage of bus drivers, which is not likely to be solved simply by changing the timing of transitions. Arthur Kamminga, an expert on public transport regulations, explained to AD that the entire European transport industry is struggling with a critical shortage of drivers, especially as many are nearing retirement.

“The demand for more buses is understandable, but we need to recognize that this shortage won’t be fixed overnight,” Kamminga said. “New buses take time to build, and that only adds to the risks of delays.”

The situation has also highlighted the tensions between operators and provinces. For example, in Friesland, Arriva refused to transfer bus depots to Qbuzz, further complicating the handover. “We must prevent this from becoming a bargaining chip for the outgoing operator,” said Zevenbergen.

Freek Bos from Rover also noted that transport companies often make overly ambitious promises in their bids for new contracts. “They must deliver what they promised, and basic services like bus information must be up to par,” he told AD.

The transition issues have led to calls for reconsidering the market-driven approach to public transportation. The trade union FNV has questioned the effectiveness of privatizing public transport. “Public transport should be a utility, not a profit model,” said FNV official Edwin Kuiper. He pointed to cities like Amsterdam, Rotterdam, and The Hague, where issues are less common due to consistent public transport providers.