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Regional Transit Service said it was reviewing a video shared on social media Wednesday that appeared to show a police officer and transit officials removing a woman and two children from a public bus during a rainstorm.
Rochester-Genesee Regional Transportation Authority spokeswoman Carole Dowling said an RTS employee drove the woman and children home after the incident.
"The safety and security of our customers is our highest priority and in some instances, we are required to contact the (Rochester Police Department) for assistance," Dowling wrote in an email.
In the video, several upset passengers shouted or cursed at police and RTS workers.
In a phone interview, 20-year-old city resident Corrine Moore said she was the woman shown in the video. She said she was taking a Route 4 bus home shortly after 8 p.m. on Tuesday with the two children, both younger than 2 years old.
She said after she boarded and paid her fare, she gave her fare card to a man who helped to load her stroller on the bus. She said the driver told her she was not allowed to do that and was rude.
"I'm very disappointed about that," she said. "I just want something to be done."
Dowling said passes are not meant to be used by more than one person at a time.