An investigation has been launched after a wheelchair user was told she gave “disabled people a bad name” during a bus row.

Nargis Fakhri went to board the 140 Arriva service at Strood Retail Park but says she was told by the driver she could not get on as there was already a pushchair in the designated space.

The 43-year-old, who is disabled and has several health conditions which affect her spine and back, says she asked the bus driver to see if other passengers would move to make space for her.

But the former school librarian claims she was told she did not have priority and therefore they did not need to move.

Then, when one passenger offered to move to make space so she could get on, she alleges she was then assaulted by another user when trying to film the ordeal.

Bus company Arriva has confirmed it is investigating the incident and advises its drivers “not to get into conflict” when trying to ensure wheelchair users have priority over such spaces, which is a requirement by law.

Nargis told KentOnline when she attempted to board, one of the passengers overheard the conversation and said they would fold their pushchair so she could get on.

She said: “The area is designated for wheelchairs and is the only space in which I can travel safely.

“I did not see the problem as they had offered and were being cooperative.”

Once on the bus, Nargis said she started to film the driver when another passenger complained about her filming their interaction.

And in footage, seen by KentOnline, the person can be seen taking the phone when Nargis does not stop recording as she debates the policy, asking him: “are you saying no? I do have priority, I don’t have priority?”

Nargis claims she was then assaulted by the woman, so she called the police and decided to get off the bus.

In a second video seen by KentOnline, the bus driver is heard telling Nargis she gives “disabled people a bad name” as she exits the vehicle.

She added: “I felt helpless. I do not like confrontation, I just wanted to get on the bus and go home.

“I was really upset. He made some very hurtful comments. It felt personal.

“I am a lady in a wheelchair, how can he behave like that towards me? This should not be happening.”

According to Arriva’s own “conditions of carriage”, wheelchair users have priority over designated wheelchair spaces on its buses by law.

It states drivers should take all reasonable steps to get non-wheelchair users to vacate the area where possible but if passengers refuse to cooperate, they are advised not to get into conflict.

The low floor area on the bus generally has a shared bay for a wheelchair, mobility scooter or two pushchairs.

However, according to the conditions, if a wheelchair or scooter user wishes to board, passengers are required to fold pushchairs and store them in the luggage area to make space, unless the vehicle is full.

A spokesperson for Arriva South confirmed it was aware of the incident that happened last Tuesday (November 19) and was investigating.

They said: “Conditions of carriage state wheelchairs have priority. Drivers are expected to ask pushchairs to fold down to make space although if they refuse, drivers are advised not to get into conflict.”

Police also said they were investigating a report of an assault which allegedly happened in Bligh Way at around 4.20pm.

A spokesman added: “It is alleged the victim was verbally abused by a woman with a pushchair who then assaulted her.”

Officers are completing inquiries and are appealing to any witnesses to contact them on 01634 792209, quoting reference 46/197245/24.