When commuters weren't riding the LIRR the LIRR was complaining about how they'd go out of business if people weren't riding it. We exist to ride transit, transit doesn't exist to get us where we want to go.
On the other hand public transit companies don't get excited at all if you miss work because the bus didn't show up. I ride the bus most days and fortunately I am near the end of the line because frequently we get a minibus instead of a bus and the minibus fills up leaving passengers abandoned on the side of the road. You have no voice, they don't care. Loyalty only gets you so far. People exit by taking their car. This video points out the complete lack of a customer service attitude that causes public transit to languish
https://www.youtube.com/watch?v=V3yXSD2O95E
If your car broke down at least your car dealer would pretend to care.