At the end of June, the Orbus on-demand service was rolled out where users book a spot on the bus to request a ride.
It replaced the previous loop service, which ran once every 40 minutes on weekdays.
But Mosgiel resident and frequent bus user Becky Campbell said the rollout of the new service had been botched, leaving people frustrated by faults and cancellations.
The Otago Regional Council acknowledged the rollout had come with challenges, but said the system was new to the council as well and it was working hard to iron out the teething issues.
Mrs Campbell said the new service had led to many people giving up on using the service altogether.
"One woman said it’s just too unreliable. Another man has had to buy a mobility scooter because it’s just impossible for him to organise getting on to the service."
Mrs Campbell said complications with the system had made her morning kindergarten drop-offs a challenge.
"We are always panicked, because we don’t know if we’re going to make it on time to pick the kids up after kindergarten."
Mrs Campbell’s friend, Kate Guthrie, said there had been cases of both of them attempting to book the bus, but one of them receiving the message it was booked out.
"When you order the bus, it only picks one person at a time — 22 seats just for you."
They said they would like to see a return to the regular loop circuit, as it was more reliable, and easier for Mosgiel’s elderly residents to use.
ORC implementation lead for transport Julian Phillips said there were operational challenges and the system was new to everyone.
"We appreciate the change is a big one and we are currently planning further community engagement and looking at ways we can assist all Mosgiel residents to use the service."
He said one adjustment for the service had already been made on July 21, which had led to a reduction in cancelled bookings.
There was room for further tweaks to the system and he was keen to hear feedback.
"We want all Mosgiel residents to feel enabled to use the service. We would love anyone who hasn’t tried the service to give it a go by downloading the app, signing up and making a booking, or booking over the phone."
