"The railway is full of well-intentioned staff .......... just as it always has been. It is the directives from above, demanding the imposition of penalty fares and the rigid adherence to rules that is forcing the staff to be less flexible and consequently there is bound to be more conflict with the public."

Indeed so, Christian.  I'm might impressed by many of the staff - their strengths and fortitude. But they too are feeling the pressure of the conflict and I don't think morale is too good at times.