Last night, we were planning to travel on the last train of the night to get us home, which was the penultimate train from the station. (Exact route withheld for now, but it was with Chiltern Railways who I'd always thought were quite good...). We Got to the station about 10 minutes before the train was due, to discover it had been canceled! The station staff there made some calls, then said we'd need to get the last train of the night as far as it went, and the staff at the final station would sort out getting us home by bus or taxi.
After a wait for the final train, which while running was delayed, we took this last train as far as it went. At the station there, we asked the member of staff on duty how we could get home. Despite being in uniform and with a name badge on of the train company, this member of staff claimed to have no phone numbers for anyone else in the company, no way to get in touch with anyone, no idea of what to do, no taxi vouchers, and refused to help!
We tried phoning the train company in question on their number given on posters, but the phone system just disconnected us whenever we pressed the option for Customer Services. We tried using the help point on the platform, but that just got us through to a call centre who claimed to be nothing to do with the train company, but instead National Rail Enquiries. The help point call centre confirmed our train had been canceled, confirmed there were no further trains to get us home (which we already knew), but then claimed they had no way to contact the train company and no way to help!
Eventually, we found a local taxi, and paid for our own journey home.
I tried to complain today, but their phone system still cuts me off when I pick Customer Services in the menu, so I'll have to try again on a weekday.
In case this happens again though - if you have a UK train ticket, the last train is canceled, and the station staff are unwilling to help, what should you as a passenger do to get help finishing your journey?