Hello, we are really sorry you had a bad travel experience. We always value our traveler's opinions and always improve our services for future travelers. These feedbacks are really crucial for us to provide best travel experiences for everyone.
In order to provide a more detailed overview about your experience for future travelers, I would like to mention the following statements. According to regulations of the Uzrailways we are not allowed to enter inside the train station, and travelers just need to follow the crowd and sign to exit from the train station, and there's only one exit point in the train station. In your case, you did not exit from the train station and stayed there, when we called your local number, we could not reach you due to an invalid number which provided by you. We don't wanna blame you for this, but there are some things which are not under our control.
Usually, we escort the travelers to find their seats on the train, even in your case we escorted you to find your seat. But when you arrived in Samarkand you did not exit from the train station, and the guide was waiting for you over 30 mins outside the train station with a nametag of yours. Eventually, she contacted the railway administration and went inside the train station, and met you inside the train station.