Issue: Bus drivers not complying with company policy to let young people travel if they do not have the money to get home and to take their name and address.
The situation: As part of a mystery-shopping exercise a young person did not have their B-Line card to prove that they should pay a half price fare to get home on the bus. The bus driver refused to allow the young person to travel, phoning the police when they refused to get off the bus. Another passenger paid the young person's fare. The young person was very unhappy with the way they were treated and was concerned that young people may be stranded if they also did not have enough money for their fare. This was fed back to Arriva transport from the mystery-shopping exercise.
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