our station only provides short-haul travel but obviously there are connections onto where you need to be.
We (my colleagues) and I have always tried to help any passenger who we think may need the extra assistance even when they don't ask. (sometimes results in a quick 'do you think they'll b ok?' to the person next to you)
Recently due to cuts we have all been made redundant and although on t first day, many passengers may think we were unhelpful, we have tried to continue as we were because it's not the particular passenger in front of you at x time on x days fault.
the only time we see problems is when loco pax expect hotels and transport when an a/c is cancelled or delayed due to snow and fog. (not an awful lot you can do about it tho?) it's the i paid a £10 for my flight but i want x, x & x!
generally keeping pax up to date with information and where they stand on compensation etc may not keep them happy
but at least they know what to expect. (manchester passengers on a sun
)
sorry just a humble csa's opinion