I refer to the letter by Albert Borg concerning the bus routes linking Valletta to Sir Adrian Dingli Street, in Sliema (November 10), taking this opportunity to inform commuters about possible options for this particular commute.

As part of the fourth phase of network updates by Transport Malta, Arriva now operates an upgraded route 12, with an increased frequency of a trip every 12 minutes. This bus travels all day from Valletta to Buġibba via Sliema and St Julians, passing through Tower Road in Sliema. Commuters can stop in the area where Dingli Street joins Tower Road. The same alternative is provided by route 13, which also operates every 12 minutes.

Along with routes 21 and 23 which connect Dingli Street to the Savoy Area and Rudolph Street as explained by Mr Borg, these two routes can provide an alternative solution for users wishing to travel between Valletta and Dingli Street in Sliema.

Meanwhile I also refer to the letter by Eliza Buhagiar concerning the bus services into Għargħur and her experience on bus 21 (November 10).

Arriva keeps its customers at the centre of all its operations and takes reports concerning the behaviour of drivers (or any other Arriva employee) very seriously. The company investigates any report of bad/reproachable behaviour by one of its employees and, based on the results of that investigation, takes the necessary corrective actions.

This is also true in the case of reports concerning bad delivery of service – such as not serving part of a route. Arriva has the technology to investigate all these cases, and always follows these complaints through, with an aim to providing its customers with consistently high levels of service.

As with any case reported to it, the case in question is being investigated, and we assure Ms Buhagiar that the appropriate action will be taken. We ask her to accept our most sincere apologies.