Last week the 73-year-old walked to the bus stop from her Paradise Valley home, about 8.45am, but was told by the bus driver she wasn't able to get on the bus unless she paid.
"The bus wasn't even full, in fact, it was almost empty like it always is when it drives past here.
"So I don't understand why he [the driver] couldn't have let me on."
The SuperGold Card scheme, funded by the Ministry of Social Development, has been offering free public transport to cardholders since 2008.
Ministry spokesman Simon King said when the Government introduced the scheme, the aim was to free up capacity at peak times and make better use of buses during off-peak times.
In other words, cardholders were not given free bus travel during peak hours, before 9am and between 3pm and 6.30pm, to free up space on buses.
The Bay of Plenty Regional Council manages local public transport services, including the CityRide buses in Rotorua.
Transport policy manager Garry Maloney said the council contracted the operation of the CityRide buses to Reesby Buses. Reesby Buses said it could not comment.
Grey Power Rotorua president Rosemary MacKenzie said it would be nice for pensioners to be able to travel free all day.
"I think that over their lifetimes seniors have given a lot to the community and others, and they don't get a lot back," Mrs MacKenzie said.
"This would be something worthwhile doing, especially given many seniors have regular appointments at the hospital. It would help them get there at any time."
Mrs MacKenzie said she would like to see Rotorua follow Auckland's example. Auckland Transport allows over-65s to travel free on Auckland's scheduled public transport services after 9am on weekdays, all day weekends and public holidays.