A bus service connecting a growing village and the city centre has been blighted by multiple complaints of delays and no-shows, prompting calls for improvements.
Lisa Starling, who represents the Liberal Democrats for Horsford on Broadland District Council, has received complaints from more than 40 people in the village about the number 36 First Eastern Counties service, known as the purple line.
She said the matter was debated at last week's Horsford Parish Council meeting.
She added on December 12 she was left waiting for the 36 - meant to run every 30 minutes - from Norwich city centre for more than two hours and ended up paying for a £19 taxi home.
Mrs Starling, who shared the journey with four others waiting for a bus, said: "We were freezing. There was a lady who was in her older years and said she felt faint and had heart trouble.
"It is ludicrous. People are not getting the service they are paying for.
"Everyone was saying how bad the service is. You cannot leave people stranded. The bus service is important for everyone."
The mother-of-three, whose 16-year-old son has been affected by bus delays, said high school and college students, as well as workers and elderly people attending hospital appointments, were "severely affected".
Chris Speed, operations director at First Eastern Counties, said: "We take the punctual operation of our services extremely seriously and work consistently to keep our buses on time, often against some difficult circumstances over which we have no direct control. Traffic congestion caused by roadworks is perhaps the most obvious example.
"Buses are monitored throughout the day and action taken whenever possible to aim to ensure that meeting the travel needs of passengers is our top priority.
"In line with the industry nationally, we have suffered from the ongoing issue of staff shortages over recent months which has meant that, despite our best efforts, we have not always been able to operate our services as we would wish.
"We apologise to any passengers whose travel plans have been affected by this issue and have plans in place to address this so we can give customers the confidence they would expect in our services across the city."
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