Appalling. Our journey took almost double the time advertised. Arrived after 26 mins. No transparency about applying for refund. Filled in form online, told to call the office. Wait of half an hr on hold to be told no refund because our train was 13, not more than 15 minutes late. Why didnt they tell me this by email & not waste my time?? So you only get a refund if you train is more than half hr late, double the advertised time! £44! Terrible customer service...total sham
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