This is all too true. My partner works for TfL, so I know firsthand (a) how much work staff do, (b) how knowledgeable and helpful they are if asked and (c) how rarely thanked the (especially frontline) staff are. He also used to work in the customer services team, and says it was always a rare pleasure to receive praise for his and other staff’s work.

Also applies to other customer service roles we take for granted, eg checkout staff in supermarkets!