It seems that something which has happened in recent years is that transport operators of multiple types have lost the ability to handle operational failures. Such "management" as may be involved seem to be a handful 6 months out of college (this especially happens with issues outside 'normal' business hours).
The mistake these companies make is to think they are in the "transportation" business whereas almost all businesses are in the "people" business - it's all about thinking what the people (whom the railway industry know refers to as "customers") really need/want and building up a good relationship with them by handling situations such as this well.