Bus service problems need to be solved fast

Nobody could have really expected that the transition from the old to the new public transport system would be completely trouble-free. There were bound to be teething problems. However, the situation that emerged on Sunday morning – when Arriva officially took over – and, more so, on Monday rightly surprised and even angered many, including the most tolerant of commuters. And, one must point out, Sunday is usually a calm day in terms of public transport use.

Something went wrong, very wrong. Of course, the decision by a significant number of drivers not to turn up for work in protest at a new roster they were given caused serious disruptions to the service. This is an industrial relations matter and should be treated as such, using the mechanism, provided by the law and, if need be, the mediation of trusted persons/bodies to solve it immediately.

Seventy failed to report to work on Sunday and 56 on Monday. It did not help to learn that most of them were former drivers and/or bus owners. There were also some new drivers who felt uneasy handling the new buses, claiming they were not given enough training.

The General Workers’ Union’s deputy general secretary, Michael Parnis, was wise in declaring that the union, which represents about 500 Arriva employees, did not have an industrial dispute with the new operator. He also urged all drivers to report for work.

Both the new employer and the workers’ representatives must transmit a clear message from the outset that irresponsible employees would be disciplined. This becomes even more imperative in this sector given the sour experiences many commuters, Maltese and visitors alike, had at the hands of many a bus driver under the old system. It was refreshing to read accounts of commuters not only acknowledging the good manners of the new drivers but even trying to help them out when facing problems on the first two days of the service. Such cooperation is a crucial ingredient for the success of the new service and should be nurtured.

Beyond the drivers’ protest, there were issues that one would have to make an effort to comprehend, let alone accept. How can the software of systems installed on some buses have failed? Was there not enough time for all systems to be checked in advance? Why are some drivers encountering difficulties on certain routes? Cannot a GPS be installed to indicate the route to be taken? What caused the faults in onboard ticketing machines? Why were some assistants unable to give answers to commuters’ requests for information? Why do commuters have to wait under the scorching sun? These may be details within the wider complex picture but had they been dealt with commuters would have had fewer things to complain about.

The new bus system has also heralded a new private service called Home To Work Connect. Coop Services said yesterday that, on the first day, its minibuses shuttled over 1,000 people from their home directly to their place of work in Valletta. Handled well, this could prove to be a boon, to the extent that other service providers might want to join in and perhaps cover other routes. It also serves to keep Arriva on its toes.

The bottom line is competition and the successful operators are likely to be the ones that maintain standards, efficiency and offer good value for money. Then, but only then, motorists may be weaned away from using their beloved private car to go to work.