Bus Shuttle service – One of the bus driver who is from Pakistan gujrat needs to correct his behaviour

I am just writing to damac properties to please have a good and quality service of shuttle service. Just confronted with one of your driver in damac hills 2. My brother resides in vardon cluster and I was supposed to take the bus ride from damac hills 2 to emirates mall and it was the last bus of today. First of all your shuttle service rules are changing weekly secondly how can a driver rejects to pick a passenger from bus station on the basis of bus card once it was shown to him? is it mandatory to have a bus card for guests too?