Citiliner bus service

Citiliner bus service drivers have bad attitude towards passengers. Am referring to the bus enroute to Harare from Johannesburg, where drivers treat passengers who are borading the bus at stations along the route i.e. Polokwane, handling passengers as if they have no tickets as well as requesting payment for luggage (any bag size<30 kgs. We pay for the bus and we made to feel as boarding this bus along the route is a favour.