To all the senior managers I say “ please give something back to your long suffering customers
And they would most likely reply “we are powerless to do so”
It’s a sad but very real fact that those who make the decisions about fares, charges, service provision, etc are remote from those who have to carry it out. Moreover such decision makers rarely have to deal with the consiquences of their actions.
For example the decision by how much regulated fares rise is down to that nice Mr Grayling and his mates in Whitehall - not senior managers at GWR.
Equally the decision to start a major fight with the RMT over Guards had nothing to do with senoir managers - and everything to do with that nice Mr Wilkinson and his Thatcherite mates in the DfT
Similarly for non regulated fares it’s the accountants and senoir executives that have the power - and they care far more about their city share price (and keeping on good terms with Mr Grayling) than passengers.
Even things like lost property policy are not in the hands of senior managers anymore - policy will be decided at executive level with the primary concern to maximise shareholder returns.
Where senoir managers are given the necessary freedom, many do recognise that customer service is important but unfortunately most organisations don’t like going down that route as it undermines the power of the ruling elite as it were.