An Aberdeenshire wheelchair user was unable to visit her sick partner in hospital because she was denied access to a bus.
Sarah Hawken, who lives in Aboyne, intended to visit partner Debbie Baxter at Aberdeen Royal Infirmary, who doctors believe has polycythemia vera, a rare bone marrow disorder.
On the morning of October 22, the 31-year-old set out to get the 7.30am Stagecoach 202 bus from Aboyne-Aberdeen, the only bus service available.
She claims she was told by the driver she could not get on the bus because she had not booked in advance.
After returning home, Ms Hawken waited till 9am to contact the Stagecoach booking office, who told her the driver should have let her on.
Ms Hawken, who does not have the use of her legs, says her partner also fulfils the role of her carer and without her, she is effectively stranded in Aboyne unless she can get the Stagecoach bus.
She said: “I can’t use my legs, so I need help getting dressed, making meals, every day care stuff.
“I can get around on my own on my chair but some things like reaching the top shelves in shops, I can’t do.
“She always does so much for me and the one time she needed my help I couldn’t be there for her.”
Stagecoach has since apologised to Ms Hawken for the incident and says while it encourages wheelchair users to book up 24 hours in advance, it is not an obligation.
The company says it instructs its drivers to check whether another service is nearby or, if not, arrange a taxi.
A spokeswoman for Stagecoach North added: “We work hard to train our staff to ensure that they are able to provide an excellent level of service to all passengers, regardless of their mobility requirements.
“We are disappointed that our high standards of customer service do not seem to have been upheld on this isolated occasion.
“We have taken this opportunity to remind all drivers of the related company policies and will discuss this particular case with the driver involved.
“We have been in direct contact with Ms Hawken to apologise for this issue and we have also offered to accompany her during her next journey to help improve her confidence when using our services.”