Rain of complaints about flex transport in Flanders: What should be different?
De Lijn's flex transport, intended to make public transport more flexible and efficient, is receiving fierce criticism from travellers. Research by Mobiel 21 on customised transport in Ghent shows that for flex transport to work, it must be simple, easily accessible and tailored to the needs of less mobile people.
Lots of problems and complaints
A little while ago, De Lijn abolished thousands of bus stops across Flanders. Bus timetables and routes were also given a thorough update. To fill the gaps in this new, often more limited service, De Lijn is counting on flex transport. That system of flexibly deployable vans replaces the former on-call buses and should help travellers who can no longer rely on a regular bus line to still get to their destination. These are often travellers who, for whatever reason, are less mobile and therefore cannot get to a bus stop.
For many travellers, flex transport, or customised transport, turns out to be anything but flexible. Complex reservation systems, unexpected cancellations, long waiting times and illogically long routes make it difficult for users to get to their destinations on time. As a result, complaints are raining down on De Lijn.
Research case from Ghent
For Mobiel 21, these problems and complaints do not come as a bolt from the blue. An evaluation of customised transport in Ghent, which we carried out in 2021, already showed the need for a thoughtful and user-friendly approach to flex transport.
Indeed, our research showed that less mobile Ghent residents struggle to reach hospitals, social services and even the city centre. Although initiatives such as volunteer transport and taxi vouchers can offer a solution, they face the same problems that are now also surfacing at De Lijn: unclear conditions, complex administration and limited availability, especially in the evenings and weekends.
What can we learn from this?
For customised transport to be a full complement to regular public transport, it must be simple, accessible and tailored to the needs of less mobile people. It is crucial to put users at the centre of supply design and operation. That way, even less mobile people get where they want to get. So as long as efficiency gains and a desire to save money remain the guiding principles at De Lijn, rather than the traveller, complaints will continue to come in.
Questions about our research?
Our colleague, Els Van den broeck, is happy to answer them. Contact her using the form below.
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