In emails viewed by Mountain Scene, an Otago Regional Council (ORC) staffer admitted the driver had used "a completely incorrect procedure" when they refused to take the 17-year-old from Queenstown to Arrowtown on August 7 - on what was the last service of the night.
ORC transport implementation lead Julian Phillips said the incident "does not meet our delivery standards, or our expectations of the transport operator".
"We apologise to the passenger for the distress and inconvenience this may have caused.
"The incident was referred by ORC to the contracted transport operator, reiterating the requirement for discretion with passengers unable to pay in vulnerable situations such as the last service at night."
But the teen’s stepmother, Nell Hunter, said the situation defied belief, and she questioned where the common sense was.
Her stepdaughter had gone into Queenstown with friends - and had prearranged a ride home - but became separated from them.
Opting to take the bus, she realised one of her friends also had her Bee Card, and while she had an eftpos card - which Orbus would not accept for payment - she did not have any cash.
Mrs Hunter said her stepdaughter implored the driver to let her on, but she was told she would "have to walk".
Because Mrs Hunter and her husband, Riki, thought their daughter had a ride sorted, they had gone to bed and were asleep.
Fortunately, the teen had enough phone battery and was able to wake her dad after three calls.
Mr Hunter subsequently drove in to pick her up, but Mrs Hunter was horrified by the situation.
"The fact of the matter is, [the bus driver] left an underage young woman on the side of the road, alone, and told her to get on with it.
"I just couldn’t believe it."
She raised the matter with the ORC the following day, and received an apology and an offer of a $20 Bee Card top-up.
After repeated questions about the protocol for stranded or vulnerable people, she was eventually told by an ORC staffer the procedure for drivers had changed, in the interest of both driver and passenger safety, Mrs Hunter said.
"The driver your stepdaughter encountered enforced a completely incorrect procedure," the staffer said.
They said they were "working hard with the bus operator" to ensure they followed the correct protocols, particularly when it comes to youth passengers, and at night.
The emails reveal ORC reps also met the bus operator to discuss the incident, and "ongoing concerns of how drivers are to address non-paying passengers".
The operator, the email said, had "directly reminded drivers" of their requirements, with a special focus on those who may be vulnerable.
"[We] will continue working with the bus operator to ensure their drivers are prioritising passenger safety."
Mrs Hunter, though, said she was astounded drivers need to be reminded.
"If there’s a girl on the side of the road, and she’s upset and she [hasn’t got cash], I’m not going to move that bus until I help her.
"I don’t understand how that’s not just [the automatic response]."
