Business ProfileforCharlotte Area Transit System

I am blind and use this company for transportation. I had an appointment time to arrive at my destination on 10/4 by 5:15pm. The bus was already behind on picking me up and when I called to check on the arrival, the dispatch informed me that I would be dropped off first since I had an appointment time. When I was finally picked up I realized the bus driver was dropping off others first instead of getting me to my destination. When I asked about it she stated she didn't know anything about that. She made no attempt to reach dispatch to verify. I attempted to call dispatch but they didn't answer. She continued to drop others off despite me letting her know. I became upset because I feel that because I'm blind and rely on this transportation service, they feel they can do as they please. When I voiced my frustration, she got off the bus to call dispatch and say I was being rude (all phone calls are recorded). I was simply upset because she made me feel like I was stuck and she didn't care that I had an appointment time. This companies rule is that appointment times are prioritized. What if I had an appointment to something very important such as dialysis? And the bus driver choosing not to honor my appointment time made me late? It wasn't until after the bus driver called dispatch that they finally answered when I called. I feel I should be reimbursed and in the future the company needs to follow their own policy and be sure appointment times are honored.