There are things the railways do get wrong customer service wise, very few staff would ever disagree but this certainly isn't one of them.
At the end of the day operators of a railway have to see a massive picture about delays further on, delaying other trains, missing booked connections, getting the train and crew to a place in time to be prepared for the next journey.
Train A is say 3 mins late from a station due to waiting while 30 people try and get on and it loses its path at a busy junction, its now 10 late, the next big station a train is now in the platform ahead of it, it arrives 12 mins late, 55 people have missed a connection (saying the operator provided bad service). The train arrives at its destination 18 late due to waiting to cross at a busy junction outside and get a platform. 50 people were getting buses from the terminus, all are now on later buses as well as 20 people getting picked up by people who have waited and have had to go and put another parking ticket on the car. The train behind (it's a 15 minute service like fcc) has now caught up the late train and is being delayed itself. The 400 people on that aren't happy at the delay. There are also 300 people waiting for a train back from the terminus which is the same unit after a 20 minute turnaround, they've had to stand on the platform a long time and when the train gets in it needs cleaning but due to the delay the cleaners can't get on as the passengers already are on. The train leaves on time but dirty and full of rubbish and annoyed passengers saying they're paying to travel in a skip.
Train B leaves on time but left 30 passengers behind. 30 passengers are unhappy but 600 are non the wiser and the other 30 are at there destination 15 mins later and got a seat on the following train.
Those sort of delays can and do happen. A slight delay which many people thing insignificant can develop and snowball into a much worse delay.
Which is the worse service the one affecting 30 people or the one from the same situation which affected around 600-700 people. Granted if I was one of the passengers left behind I wouldn't be amused but staff have to make decisions all day, every day based on getting the better option for the majority.
The railway service is a big compromise, and sometimes, unfortunately it means inconveniencing the few to keep the service for the many.
So, yes, as staff we do look after passengers and do things to make their journey better but basically if you're expecting staff to bend over backwards and pander to your every need it simply cannot happen due to the domino effect of holding trains/getting connections to wait but unfortunately passengers do not see this and just seem to think either you can't be bothered or couldn't care less about them.
