And you are a passenger*, not a professional member of railway staff employed to do a job. That's the difference.
* Customer, if you prefer.
I don't think there is necessarily a right and wrong answer for something like this. What role I was in doesn't really change the fact that some people may take offence.
I think LowLevel just about sums it up. You can often tell in a few seconds what the most appropriate term is likely to be with a customer. We are told to be professional, and at the same time empathise with customers by showing a personal touch. The balance is sometimes difficult to strike.
I have addressed customers in various forms when on platform duty (during major disruptions mostly, when tensions run high and wearing a suit often makes one a focal point for complaints), and have yet to be spat at or sworn at (not addressed at me personally at least). A good smile goes a long way, and occasionally a shrug when used appropriately, but I think the actual term of address is very low down on many people's priority list.
At the end of the day, occasionally staff will get it wrong, and sometimes it is simply a matter of not being able to please everyone. It's all simply part of life, and most people are so busy that they cannot be bothered to dwell on such a minor issue.
