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I think this discussion shows that there is a lot wrong with each extreme position. I am regular rail user, and there is a lot that the companies I use do well, but there has not been enough fundamental and strategic investment in making our national network good. Glasgow is typical example of this - even in 2009 it's not (easily) possible to travel between anywhere to the North of the city to anywhere on the South, without not just changing trains but changing STATIONS, and Queen Street must be a nightmare oprationally because of restricted approaches and platform space.
However I come from a railway background and remember only too well appalling customer service and rampant 'jobsworthness' that plagued BR then.
Surely in broad terms what we need is good central structural strategic investment, looking after projects such as ECML upgrade and good franchise arrangements so that TOCs can make a reasonable return if they provide the service to the travelling public and the freight industry?
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