News item: U-OV: A look back and a look ahead – January 8, 2026

Since December 14th, Keolis and Transdev have been jointly providing bus and tram transport in the province of Utrecht. Together, we operate under the name U-OV. Behind the scenes, we are working closely together to create a single, recognizable and reliable U-OV service for all passengers in the province. That sounds simple, but there's a lot involved behind the scenes.

In the first few weeks, several challenges hindered a smooth, reliable launch. We experienced significant start-up problems, and from the first week of January, the exceptional winter weather added to the mix. We know how important reliable public transport is for our passengers and therefore want to apologize for this rough start. We would also like to explain in more detail what's happening, the steps we've already taken, and what we'll be doing in the coming period to provide you with reliable service as quickly as possible.

Why were services cancelled and delayed?

This was due to several factors:

Many changes simultaneously

Many changes occurred simultaneously: new things for you as a passenger, such as new payment products and subscriptions, new payment systems, a new website, and new customer service. There were also significant changes for employees: new buses, new routes, and even a new employer for all bus and tram drivers who joined Transdev. These drivers also had to deal with a new timetable with additional driver replacements. This is because electric buses have shorter ranges than diesel buses and require recharging. This transition was largely scheduled to take place during the night of December 13th to 14th. This didn't go as smoothly as we would have liked. It was a major transition for everyone involved, with frequent issues, resulting in bus cancellations.

Shortage of drivers and (electric) buses

Due to a shortage of drivers and more sick leave than usual, not all trips could be completed. Fewer employees transferred from the previous carrier than anticipated. Keolis and Transdev have recruited new colleagues and deployed additional temporary workers for this purpose. However, training these drivers so they are familiar with the new buses and routes takes time. We also had a shortage of some types of (electric) buses, so additional diesel buses were temporarily deployed.

Charging infrastructure problems

The charging facilities at the acquired depot in Zeist were malfunctioning, preventing electric buses from being charged. Since dozens of buses have to charge at this depot daily, this impacted the availability of electric buses.

New Year's Eve and winter weather

During New Year's Eve, several buses were damaged by stones and fireworks. Subsequently, the slippery conditions caused further damage to many buses. As long as these buses are in the garage for repairs, we cannot use them in the scheduled service.

Domino effect

If a trip is delayed, a driver often cannot complete their next trip on time, or this leads to problems with the legally required safety breaks. The same applies to the buses. As a result, delays followed one another, like a domino effect. This was particularly noticeable at Utrecht Centraal, the central public transport hub for both passengers and drivers. It's very frustrating for you as a passenger and for our drivers, tram drivers, and all our other colleagues who want to ensure a pleasant and safe journey. These factors combined contributed to our difficult start in December. We will do everything we can this year to provide you with fast, reliable, and comfortable public transport again soon. How? You can read more below.

Will all problems for a reliable timetable be resolved quickly?

This varies by region:

Utrecht Buiten (formerly Syntus Utrecht)

We expect to return to a stable timetable soon. However, limited driver availability can still lead to occasional cancellations.

Utrecht Binnen 

In Utrecht Binnen, it will take longer before we can offer the reliability we want. Many problems have now been resolved, such as the faulty charging infrastructure in Zeist. Now that we can charge again in Zeist, we can deploy more electric buses and have a larger number of reserve diesel buses that we can use elsewhere. At the same time, three factors still play a major role: the availability of electric buses, a new timetable with additional rotations to ensure reliable, fully electric operation, and driver availability. We are continuously working on improvements, but this combination makes the situation complex. Therefore, we cannot yet provide an exact date for when everything will be running smoothly again. We will, of course, keep you updated!

Are the new electric buses suitable for winter weather?

The safety of passengers and employees is always our top priority. During the days of heavy snow and icy conditions in early January, it simply wasn't always safe to drive.

Electric buses are generally suitable for winter weather. A contributing factor is that many new buses are 18 meters or 24 meters long. These longer vehicles pose additional risks on slippery roads. They have a different weight distribution and axle drive than older diesel buses. Employees also haven't had much experience with the new buses, making them especially nervous about driving in slippery conditions. Therefore, we can only deploy them once the roads are clear of snow and ice.

The tram also suffered during the winter weather: the snow and cold were so intense that switches froze. This impacted the tram schedule. As soon as the temperature rises, the tram will resume normal operation.

How can I get up-to-date and accurate travel information? 

Unfortunately, the current travel information from December 14th onwards was not always accurate or complete. This is very frustrating if you're waiting at a stop for a bus or tram that doesn't arrive or arrives late. The cause of the inaccurate travel information:

• Cancelled trips could not yet be processed correctly, resulting in incorrect current travel information. This problem has now been resolved.
• Additional buses from other regions could not always be properly connected to the system. Fortunately, this was largely resolved during the Christmas holidays.
• During the first few weeks, you often couldn't see the route number on the outside of the new buses. Fortunately, this has been resolved.

Tip: use the U-OV app for the most up-to-date travel information. In addition, many stops have dynamic travel information panels with information about upcoming trips. If such a panel is not available, use the free NaviLens apps. 

Why do subscriptions work differently than before?

From the start, new U-OV subscriptions are available for OVpay, such as U-OV Max and U-OV Dal Vrij. These make traveling easier and more affordable for many people. More information can be found here.

The star subscription for the OV chip card will remain available for purchase for the time being. Issues with malfunctioning zones (especially around Zeist) and the mandatory positive balance have now been resolved.

How can I best contact U-OV?

We understand how frustrating it is if your journey by U-OV bus or tram didn't go smoothly or wasn't possible. We're happy to help and answer any questions you may have quickly. You can find all our contact options clearly listed on our service page.

What are we doing in the near future?

We're continuing to improve step by step. We'll keep you informed via the website.

We're working hard to continuously expand our services. We're already hearing positive feedback about the new U-OV customer service, the U-OV app, the increased frequencies in Amersfoort, and the night network. But there's still room for improvement, and that's what we're aiming for in 2026. We want all passengers to have a smooth, reliable journey with our new electric buses, which offer greater comfort and convenience, such as charging stations for your phone and more information screens. We hope to welcome you soon.

Do you have any questions, tips, or experiences you'd like to share with us? Please let us know.