Bus drivers v the niqab

One really does not know what to make of this Telegraph article: the bus driver refuses to let a woman wearing the niqab board because he cannot identify her from her bus pass. 

A few lines later, the woman ("who does not want to be identified") is offering to assist the company to train its employees, while in the next paragraph the company spokesman declares that "(w)e have investigated this incident thoroughly but found no complaint on our system". 

Nor do I see any report about this incident at, e.g., the Evening Telegraph/Daily Mail site, where one expects to find such stories: one would think that an incident such as this would raise a great deal of interest; who knows.