(NEXSTAR) -- A customer of the East Coast-based bus service BestBus, formerly known as DC2NY, says an overnight ride from New York City to Washington, D.C. turned into a nightmare -- after the bus's driver reportedly refused to take passengers to their destination.

The incident was "live skeeted" on social media site Bluesky by a passenger with the username "Musicology Duck." The customer says they woke up from a nap to learn that "everyone on the bus has figured out we're not going to the right place."

Per Musicology Duck's telling, after the bus switched drivers at a rest stop, the new driver reportedly "told everyone that they're the ones on the wrong bus," saying that the driver also refused to communicate with concerned passengers. Instead, according to MD, the driver just started driving "really fast."

The speed and deviation from the route prompted many passengers to either call BestBus' customer service or local police. MD says BestBus attempted to contact the driver but he wouldn't answer the calls. Eventually, a customer got a BestBus representative on the phone and walked the phone to the driver, where the representative instructed the driver to go to Union Station, as scheduled.

At this point, the driver reportedly "screamed that he doesn't get paid enough" and still refused to stop "erratically" driving toward Vienna, Virginia, where the driver eventually let passengers off, MD says.

BestBus sent another bus to pick up the passengers, both MD and the company itself say.

In a statement to Nexstar on Tuesday, BestBus said:

We are aware of an overnight incident involving one of our drivers on a recent trip. The experience described on social media does not reflect the standards we expect from our team or the service our passengers deserve.

We have launched an internal investigation and are reviewing all available information, including driver conduct, operational procedures, and trip conditions. While that review is underway, we have taken immediate steps to address customer impact. All affected passengers have received full refunds and a credit voucher for a future trip.

Musicology Duck, whom Nexstar attempted to contact, says that the driver "got everyone off the bus and drove off," before police were able to arrive. The Bluesky user posted videos of the alleged driver, reportedly "wouldn't give us his name," MD says.

In its statement, BestBus said it is "committed to taking appropriate action and implementing any necessary improvements to prevent this from happening again."

The thread went viral on Bluesky, with over 18,000 likes and over 4,000 reposts as of Tuesday afternoon. On Reddit, another user claiming to have been on the bus replied to a post about the incident in the Washington, D.C. subreddit that the Bluesky post was "wildly dramatic," saying that "the guy had the wrong route and stubbornly refused to listen to either passengers or management." Nevertheless, the user acknowledged that they understood why people were scared and said they wouldn't book another BestBus trip unless they knew the driver was no longer working there.

Nexstar followed up with BestBus to ask about potential consequences for the driver but hasn't heard back yet.

Bus driver refuses to take passengers to DC destination, customer says