Luxembourg’s nationwide Adapto transport service for people with reduced mobility has repeatedly come under criticism for delays, bad drivers and passengers being dropped off at the wrong locations among the most common complaints. Inadequate communication when problems arose was also criticised.
On Friday, the results of a new satisfaction survey were presented by the ministry of mobility and public works, painting a significantly more positive picture. According to the survey, 80% of Adapto users surveyed stated that they were satisfied with the service.
The results are based on an Ilres survey conducted in September 2025 among 601 customers. Satisfaction has risen significantly compared to 2024, when it stood at 69%.
Mobility Minister Yuriko Backes spoke of a clear improvement and sees this as confirmation of the reforms introduced. In particular, driver training has been stepped up: additional modules have been introduced and the first training courses have already been implemented. Monitoring mechanisms have also been tightened.
According to Léon Ludovicy, director of the public transport authority (ATP), these measures are having an effect. For the first time, not a single contractual penalty had to be imposed last month. For those in charge at the ATP and Minister Backes, this is a sign that service quality is stabilising.
Every incident is one too many
Yuriko Backes
Minister for mobility and public works
Improvements have also been made to the call centre to improve availability and reduce waiting times. Furthermore, the digital booking platform and the app are to be further developed and made more accessible.
However, not all problems have not been fully resolved.
In particular, many users still see room for improvement in communication regarding delays or disruptions. Similarly, telephone accessibility remains a sensitive issue.
“Incidents do occur from time to time, and they are taken very seriously and result in consequences,” said Backes. She added that continuously improving the service is a matter close to her heart. “Every incident is one too many,” she added.
10,699 complaints out of 219,891 journeys
In 2025, ATP’s customer service department received 9,200 complaints via email. Of these, 176 – or around 1.9% – were directed at the Adapto service. ATP had already disclosed this in March in response to an enquiry.
The call centre received 132,134 calls, of which 126,861 were categorised into eight different categories. 10,523 calls were categorised as Adapto complaints. This corresponds to 8.29%.
In 2025, a total of 219,891 Adapto journeys were made.
The Adapto transport service has been aimed at people with permanently reduced mobility since 2008. It is a free service available nationwide and can be used on an individual basis upon request. Up to 360 journeys per person are possible each year.
For the 3,791 active users, this service is an indispensable part of their daily lives – and expectations regarding its reliability remain high.
(This article was published by the Luxemburger Wort. Machine translated, with editing and adaptation by Alex Stevensson.)
