A year back we were travelling on Eurostar when some poor b****** threw themsleves in front of a train = total stop
Withing 15 minutes St Pancras was full of Eurostar employees- all with yellow jackets on, all talkking to the benighted travelers - did they have all the answers - no - were they helpfull - too damn true. They had tablets , they had numbers to call - and when you called them the staff were up to speed and were rebooking everyone
We eventually left 6 hours late - but we had a definite slot and were able to dump the bags and go into C London - good? - not perfect but in terms of response a zillion miles ahead of any airline I've ever traveled on