For context, I am a 19 year old Irish student. Last week, I booked an aircoach for Monday the 11th of September from Fitzpatricks Castle Hotel. It was supposed to be due in at 12:55 at the lower gate to the castle as indicated on the website however it arrived 30 minutes late and at the top gate of the castle instead. When the driver arrived, he left the bus to go for a bathroom break in the hotel. At this point, he was already 30 minutes late and had left over 10 elderly people standing out in the rain amongst other passengers. On top of being late already, he spent 10+ minutes in the bathroom while passengers were waiting. Upon his return, I saw him yelling at a passenger and cursing profusely. His treatment of her was borderline abusive. When he boarded the bus, the passenger took a picture of his registration and told him she was going to report him. When this happened he started swearing at her and other rightfully disgruntled passengers saying that the bus wasn’t moving until she deleted the photograph. He claimed she had taken a photo of him without his consent however he was not present within the photo whatsoever. After this he continued to aggressively argue with elderly passengers until I eventually stepped in. I reminded him of his job and the service that we were all paying for. He had already caused several people to miss their flights and was showing no sign of moving at all. When I confronted him and took a photo of his registration he was extremely aggressive and I was genuinely fearful that he was going to attack me. He followed me at my heels as I walked away from the bus, threatening me as I went. The terrified elderly people also left the bus along with the rest of the passengers. In the end, he drove off with nobody on the aircoach and left us all in the rain to get a €70 taxi to the airport. I received no refund for this bus. This experience was genuinely harrowing and I expect not only a full refund of the bus but also a reimbursement for the taxi that I was forced to get as well. The bus registration was 141-D-29 and the bus driver was a large man with tattoos on his arms. I hope action will be taken against this man immediately as he is genuinely unhinged and this kind of treatment leaves an extremely poor impression of Ireland for many tourists who use your service. I’m sure I am not the first person to make a complaint about this incident but i thought it essential to let you know about it.