Agreed, it’s the squeaky hinge that gets the oil. Seems they sit up and do something about it if you make a noise across social media only these days. Why? Because these companies care more about their public persona and ratings sadly and not so much about their actual customers. It’s all about the ratings.
I had problem a while back with GWR and trains constantly being allowed to leave the depot with no working toilets on my local line. Complaining directly was a complete and utter waste of time and just got unanswered. However, a GWR insider told me to forget about the official way as complaints just went into a black hole void and told me to plaster my gripes all over their Twitter feed asking should a disabled man with incontinence problems really have to wet himself because of GWR’s inability to ensure at least 1 working toilet on their trains? Got sorted out within a few hours of me doing that because the last thing GWR or any other company want is the whole www seeing what cr@p treatment they are offering their disabled customers.
Its sad when companies do not offer mutual respect and honesty in the times we live and sadly it seem to be the norm these days.