"the station master could simply have offered her a taxi to her destination."
The problem is, people have become terrified to use their initiative in circumstances like this, because there are so many rules and regulations, and an increasingly litigious society.
Scotrail's spokesperson made matters worse with his offhand response. The correct way to respond at that point would have been a sincere apology, backed up with an offer of a full fare refund. Instead, he became defensive, and inferred that it was somehow the family's fault - they could have avoided the problem if they just got on a later train.
Badly handled by Scotrail from beginning to end.