You have to wonder.
Customers are supposed to look beyond poor service and thank a company for making an increased profit. Maybe this is from their own experience; the readers of the Economist look beyond the papers lack of good reporting at the profits the parent company is making!
“Back home, First is best known as Britain’s largest train operator, lambasted for every late arrival in Reading, Bath or Bristol (its biggest route) rather than being lauded for increasing profits in the six months to September last year, despite the credit crunch and a collapsing economy.”
Moir Lockhead of FirstGroup took the bus to America | Ticket to ride | The Economist