I am always amused to read Ciaran Rogan from Translink's letters which inevitably end in the phrase 'We are not complacent' - mainly because 'complacent' is exactly what I (and many others) have found their head office to be.
Although I have had many wonderful and courteous drivers, I had a poor experience with one driver cursing. Head office did not seem to take it seriously.
A second incident occurred with the reopening of the Ulster Museum. I waited for 33 minutes while four buses were supposed to arrive. When the fourth bus failed to arrive, I returned home. The only response I got from Translink was that they were busy with the reopening and they apologised for the delay. Most other transport companies would have planned for such an event.
The main problems with Translink seem to be administrative. They need to take customer complaints more seriously and implement changes based on these complaints rather than repeatedly sending a form letter to the Belfast Telegraph.