The actual train service when it is running well is great. But the website is awful and deliberately set up badly so it defaults the outbound travel leg to being from Heathrow, which is useless for those of us who actually live in the UK. Even if you correct this, it defaults back to the wrong direction of travel if the page updates whilst you are purchasing your tickets. They then refuse to refund you even if you raise a refund claim immediately and clearly have made a genuine mistake due to their shoddy website. Customer service is then disjointed and they can not use or not allowed to use common sense, their auto response states that they will aim to respond within 2p working days (by which time most people will have travelled). All seems like a deliberately ploy to rip customers off. Who knows how they are allowed to get away with such a deliberately badly designed website?!
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