OTTAWA- Ridership increased more the 4-million in 2011 to an all-time high of 103.5-million users. In 2009, 99.3-million hopped aboard the bus. However, with the increase in customers more and more of them were not happy with the service.

The report doesn’t say why people don’t like the service, but Twitter accounts like @IHateOCTranspo constantly share tweets about angry drivers and buses being late. However, according to the annual performance report, more buses ran on time than last year and the number of compliments for operators has actually increased.

The service has a satisfaction rating of 82% prior to the strike in 2009. Following the work stoppage the rating dropped to 68% and has now reached 59% this time around. OC Transpo says when customers were filling out the surveys this year route cuts were still on the mind of users after the transit company cut routes attempting to save more than $20-million.

One of the common complaints in the report is that buses don’t come on time.

“It’s good that you can get anywhere in the city,” one rider told 1310News, “but whether you get there or not is up in the air. Sometimes the buses just don’t come or they are five or ten minutes late.”

Another rider told 1310News she was late for a job interview because of the transit service.

However, not all transit riders who spoke with 1310News were disappointed in the service.

“Honestly I have no problem with OC Transpo,” said a frequent rider, “they get me to work and home safely everyday.”

Despite the low ratings OC Transpo had a record year for ridership and the report attributes that to rising gas prices and drivers trading in their keys for bus tickets. The crowded buses are also thanks to the first full year of the U-Pass as students from Carleton and the University of Ottawa are making good use of their passes.

The report also says the company was struggling with fuel costs themselves as gas hit 91-cents per litre in 2011 for them.