Sorry, disagree. My town has First Bus only. You only get 2 in cities and usually outside the city the buses go different ways so no choice. You say regular travellers know it's not ideal. They must be getting fed up. The choice to open the lower cafe is a management one based on £. Not traveller comfort. They have self service machines downstairs so that decision is very strange to me. Cancellations/late alterations are far too many, worst I have known. Not hiring a vessel to cover cats refit so hourly during those months, great for daily commuter who find the vessels miss the trains and vice versa so suddenly day lengthened by over an hour and a half. No real show of helping customer there. 4 different style vessels, some not suited to the route and less sailings. Should all this be praised. The whole lot must be inconvenient to say the least to regulars. A lot of people have commented on here about lack of customer focus. Perhaps some of us expect to get what is advertised and marketed, not just words from sales dept. Avanti West Coast railway who took over from Virgin. Apparently loads of complaints where trains rebranded on a monopoly when that spend does not assist customers. Seat reservations giving 2 different coaches for a booking for 2.
Locally, South West trains the stagecoach franchise ditched and we got a first group/mtr (remember them, they run the buses as well, what a choice) and now they could end up having to pull out. Great decision to award them the deal!
When should someone be praised, for delivering what they advertise. No, that's what they should be doing. Going the extra mile is where praise comes in. Putting up with sub standard service from any corporation in unacceptable. A train I use to get home for 3 years from work was on time just once in that time. Choice, car or train that is always late. Do you think that is acceptable for regular travellers?
The nature of running such companies is complaints will always outnumber praise. I don't think I expect gold plated service, but do expect what a company advertises to us as they spend enough on it me thinks.