Bought their return advance ticket and was about to board in Paddington today when I realised I had mixed up the travel directions. The staff at the station informed me that I had to cancel the tickets and repurchase new ones, because for whatever reason their tickets aren't interchangeable, even though the trains are always deserted...Tried to do it through their website only to be told that there was no refund at all or exchange as they were advance tickets. What a terrible customer service on their behalf! I am sure this mistake happens daily and there's no loss to them whatsoever. I on the other hand now had to pay twice. Absolute disdain for their customers. Will never be using them again!
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