While I was there, it was well known that the tube was going on strike and it was also well known that the Jubilee line would be shut down every weekend until further notice for "engineering repairs." I don't know what line your friend was taking but that's just my experience. Obviously it's not a perfect system but as a frequent T user in Boston, my experience was that the underground blew the T out of the water.
It was the entire Docklands light rail system that was shut down. It has 30+ stops, and shuttle bus service was operated between only 4 stops, not including the airport.
Anyway:
Pro:
Screens (or whiteboard) with service updates at the entrance to every station
Very clear PA updated as follows:
"Ladies and gentlemen, this is a service update from the control room. Due to a signal failure at ..... etc"
"Ladies and gentlemen, due to a computer failure, the Piccadilly line is experiencing severe delays"
When our train stopped in the tunnel, the automated system said "Ladies and gentlemen this train is being held by a red signal and will be moving shortly"
Basically, very updated, very clear messages about delays and issues. It was very nice to hear
As for the "severe delays" on the Piccadilly line, my first thought was "what does severe mean in London?". In Boston, id GTFO. I learnt in london however that severe means trains were coming every 7 minutes instead of every 3.
Cons:
A shitload of delays, issues etc. Because of how clear the PA updates are, I learnt about the following:
Stations being closed due to power failures
Delays due to signal failures
Skipped stops due to construction
Stations to be avoided due to escalator failure
etc etc
Basically, all the problems the T would experience in a year compacted into 4 days. However, while these problems cause huge backlash in Boston, in London theyre very normal. The power failure (4 station on the victoria line closed, and severe delays on the rest of the line) were very relevant to me because of what we had in Boston last month.
And yeah, very expensive to ride.
There probably more people on escalators in the london tube than on the boston green line.