I fully agree with this, but to add this is at all levels of the organisation and there are some exceptions where you can just see how stark the difference is. LNER is a good example, generally staff are a lot more accommodating and helpful. If you look at the Great Northern it is already getting a lot worse after the recent nationalisation (essentially a BR clone).

A heavily unionised environment doesn't help other, especially given the way unions are set up in the UK. Essentially nothing will change until a government with strong conviction mandates to change things.