Police were called to a Cardiff bus after a man refused to leave following a dispute over a bus pass.
Godfrey Lewis and his partner Hazel claim they were forced to get off after a Cardiff Bus driver rejected the 63-year-old's cracked ID card.
Mr Lewis had attempted to board the number eight service from Newport Road in the capital on Monday afternoon.
But the passenger, who has ordered a new bus pass to replace his worn version, led a stand-off on the busy road after he says he was told to pay for a ticket instead.
The ice-cream parlour worker said: "I have a valid bus pass but it has a crack on it. I'm waiting for a new one but the driver refused to let me on. He was adamant that I wasn't getting on the bus. The driver called the police.
"They got on the bus and wanted to see my bus pass, asked if I had any ID to go with it, and advised me to get off the bus."
Mr Lewis said he had previously been unable to order a new bus pass after a Transport for Wales website dealing with requests crashed for 10 days due to "high volumes of traffic".
Under new rules, all concessionary bus pass holders were told from September 11 they would have to reapply for their passes before the end of the year.
The Cardiff Bus user said: "I did explain that other drivers have been letting me on as Transport for Wales has been having problems with their website. When you apply for a new one you have to wait for around three or four weeks. I need my buss pass every day".
Cardiff Bus are now investigating the incident. But Mr Lewis said his bus pass is the only way for him to get from St Mellons to work at an ice-cream parlour on City Road.
He said: "If I didn't have the pass I would have to pay £4 every day. I'm on minimum wage and I have £6 in my bank account. It's my livelihood to get to work. It's a matter of principle. My partner is shaking."
A spokeswoman for South Wales Police said: "Officers were called by Cardiff Bus at 1.45pm today to reports of a passenger refusing to leave the bus and being threatening following a dispute over a concessionary pass."
A spokeswoman for Cardiff Bus said: "We are aware of an incident which happened this afternoon on Newport Road, and an investigation is in progress."
