Customer Disrespected by driver

My mum and daughter were traveling from Pretoria to Nelspruit. On arrival at the airport, the driver of the connecting Shuttle dropped them off to get onto the next one. He offloaded their luggage and never mentioned any rules or whatsoever related to the bags. When my mum carried the luggage to the next Shuttle, the driver, named Phillip shouted at her for not telling him she has bags. I mean did he really have to demean her like that. She is an adult and did not not the rules. He could have just told her in a polite way. Even after she confronted him, he arrogantly insisted he did nothing wrong. We are never recommending Lime to anyone ever. The customer service is non existing.