(21 Apr 2023, 5:38 pm)Andreos1 wrote That's why context is so important. 
It's all he said/she said prior to the recording.

However, what we do have is a recording of a driver on the verge of a heart attack, threatening passengers and members of the public.

Which obviously makes said members of the public really comfortable about being driven places by someone with that sort of temperament.

The people filming haven't really helped the situation, but I know lots of companies which train employees with public facing roles to calmly direct complaints to customer services and try to move on. I'd assume GNE issues similar direction in their driver training.