In response to the mobility restrictions brought about by the COVID-19 pandemic, the Quezon City (QC) government implemented the City Bus Augmentation Program, known as Q City Bus, to provide free, reliable, efficient, and safe transportation. As it was deemed to serve its purpose, it was systematized in 2023, a year after pandemic restrictions were lifted. While it is free, the focus remains on providing good travel experience to increase the use of public transportation and make it an attractive alternative to car use. Through a customer satisfaction survey, the study identified the socio-demographic characteristics that influence passenger satisfaction and determined the key factors motivating people to use the Q City Bus. Age, occupation, and car ownership are socio-demographic characteristics affecting satisfaction with the service. Many passengers avail of the Q City Bus service because it is free, COVID-safe, and offers comfort, accessibility, and security. The findings suggest that the service has the potential to attract not only low-income individuals but also those with higher incomes and car owners. Further improvements in long waiting times, bus intervals/schedules, and waiting areas/facilities could encourage more people to shift to public transportation and contribute to reducing traffic congestion and carbon emissions in the city.