'What was going on in those 8 minutes? '
Why don't they release the CCTV film and pixel out the faces. If she got 'arsey' then that would be normal at 3 am if you explained that you would go to a cashpoint and that your mum would meet you at the end and pay, and if you had tried doing this for 8 minutes.
'The driver didn't follow his training'
That is the whole point. They have to be trained to deal with passengers - whether they are drunk, arsey or whatever - and part of their training should be to understand the risks involved in refusing to take people at 3 am.
If the same thing happened to the same driver again, do you think he would behave in the same way? If not, then that shows that the company should provide training for these cases so that this never happens again.
To cover the cost of teh small percentage of passengers that can't pay, they could increase fares slightly for everyone during the day and take out an insurance policy to cover lost fares. They should not be allowed to operate unless they acccepted these conditions, in my opinion.