I get what he is saying. Its good to have a VP who supports railroads.
When one works the same job day after day, they become friendly with groups of passengers who ride the same train day in and day out.
Some people work the same trains for a long time, and chat with groups of passengers after finishing collecting the tickets.
I have worked jobs where the crew has shared in the lives of some of the passengers.
Getting a baby shower gift for a regular about to have a baby.
Going to the wake of a longtime Passenger who passed away.
Giving a group of passengers a deck of cards because they forgot theirs.
Waiting for an elderly passenger to make it to the train, things like that.
Many times over the years I saw passengers decorate a coach for the retirement of the regular Conductor or Engineer.
The regular commuter trains were nice to work, especially the morning ones.
One group of Commuters used to Call me "Schultz" on one of the early morning Port wash Trains.
That was because they were all regulars, and if one of them left their wallet home and forgot their ticket, I would let them go (I see nothing)..

without charging them.
Its the late night trains, and concert trains that were rough, the regular Commuters were generally nice people.