It does seem to be the case that public-facing companies that are not subject to the usual market forces of competition do attract a certain amount of negative attention from the press.
Energy companies and banks are perceived to operate in the fashion of a cartel, eg one company increases gas prices, and the rest follow, therefore the consumers see no difference between any of the suppliers and believe themselves to have no other option than bitching on newspaper comment sites, or perhaps writing to their MP (as if that would ever achieve anything).
I think some Railway passengers will view themselves as being in a similar position, and see themselves as having no option other than to commute to work on the railways, with the TOC that serves their geographical region, and suck up the annual fare rises. The argument that a commuter could choose another method of transport if they don't like it, ie car, bus, coach etc, will not hold water for various reasons, some valid, some not.
Therefore I don't believe it's unreasonable to expect that the railway industry is not particularly popular among the general public. Those that are members of this forum will have the benefit of direct information and knowledge from experienced professionals in the railway industry, and will understand why things happen the way they do. However the majority of the travelling public will not know this, and will jump to assumptions either based on their own incorrect perceptions, or be guided by sensationalist media reports.
However, the vast majority of front-line staff I have come into contact with on the railway have been exemplary, and I hope that most people will understand that a dislike of the industry is not a reflection upon staff who are mostly doing their job to the best possible standards in sometimes adverse circumstances. There will be the odd pillock who abuses staff when something goes wrong, but I do hope they're in the minority.
