You'll never please most commuters. When I commuted daily, most people just got on with things and seemed happy enough to read their paper, listen to music, play on their iPhone or whatever.
They mostly knew the score with the little details, like having to stand still for a minute or two to wait to get on the fast line (and thus, get there faster than continuing to crawl on the slow). To others, merely standing still for more than 5 seconds anywhere but in a station was cause to go off on one.
Some moaned about anything. Like being held outside King's Cross for a platform, even when we were too early.. and tutting and commenting about how crap the service is because they've got somewhere to be. Yes, the train is early and it's 8am and King's Cross is full - and you expect to just waltz in and block a train due to leave on time but will now be held up? And if the train arrives early or bang on time, what the hell are you moaning about anyway? Surely you didn't plan for an early arrival to get where you need to be?
I (and others) did occasionally explain to some commuters what was going on, or gave information as to what the delay was (having looked it up online) but even when you explain the fault - such as a trespasser ahead or even a fatality, or the lines being down or whatever, you know they're angry that you've stopped them being able to rant - and so they just carry on ranting anyway!
If only Virgin ran a franchise that consisted of people like this - I bet their reputation wouldn't be quite the same.