I have worked in both industries. I would say it is more down to what is visible. While they may drive the average coach passenger is not aware of restrictions due to vehicle size, drivers hours etc.
If they are on board and a delay occurs they can see why. There is no interest in what are viewed as excuses about traffic or other causes before that point.
Yes, that's true. Being stuck in heavy traffic is very visible to a coach passenger, and they will also have had experience of it in a private vehicle, either as a passenger or driver.
On a train you grind to a halt in the middle of nowhere and hopefully an announcement will be made. There is an issue with public perception where even delays caused by outside agencies fall into the "Useless BR" category. There are times the railway industry does not help itself and I have sat in disbelief at the causes of some in house delays.[/QUOTE]
Again true. But I would add that if announcements are made in good time and contain as much information that is available, passengers will be more accepting of the situation, particularly when there has been a fatality.
Of course, one of the differences that I failed to mention originally is the fact that as far as most passengers are concerned, 'the railway' is all one system under the control of 'the railway' with no outside interference, unlike the road system which is generally open to all without any real controlling infrastructure!
The one time there was not a murmer regarding a train delay was when the one I was travelling on was involved in a fatality. Nothing could be seen but the sounds were sufficient to know something serious was wrong followed by a rather shaky announcement even though this was at a time such things were described as "an incident."
In my experience, both when working on the railway and as a passenger, honesty is the best policy. Whenever an incident has been announced as a fatality there has been a more positive response from passengers, even those who have been delayed for several hours.
