[UweSchmidt]

Good points; it just seems like things were better back when it was called "passenger". Unless I'm seeing through rose-tinted glasses organizations used to have a self-concept of providing a public service, of reliability, fairness, consistency.

[stuaxo]

It might come down to focus - as a Customer, it sounds like I am a cash cow, as a Passenger, the focus is on getting me from A-B.

The railways in the UK don't work well from the point of view of getting people from A-B, from the point of few of extracting a lot of money from Customers they work extremely well.