Is oligopoly behind city transport woes?

Could this problem perhaps be partly due to the oligopoly effect? Three bus companies were exclusively granted the rights to ply the major city routes. Without competition, what incentive do the companies have to go out of their way to serve their customers?
Passengers queue at masaka waiting for Kigali Bus service. (Timothy Kisambira)
Passengers queue at masaka waiting for Kigali Bus service. (Timothy Kisambira)
Times Reporter