On the map in the timetable it says: "Passengers travelling to Gateshead, Low Fell, Birtley and Chester-le-Street can board the bus in Newcastle at the foot of John Dobson Street"
I'd suggest that, if he was only going up to Eldon Square, I can see why the driver refused travel. However, if he was wanting to travel on the journey going outwards, he would have been able to do so.
RE: Go North East: Latest News & Discussion - May 2016