I have very mixed views about Hull Trains having used their service for a number of years without any problems. I recently needed to travel from Hull to London to attend an event. I purchased the tickets on-line (two singles as it was cheaper) and they arrived in the post a few days later. Unfortunately I needed to be in London about 8 hours earlier than I planned, so wanted to change my booking. I phoned Customer Services and was told that I could change the booking on-line myself and was given instructions on how to do this. When I tried to change the booking, all that was available was full price First Class tickets. I phoned Customer Services again and was told that there may be a glitch on the website and to try again. Having tried a second (and third and fourth) time, I was still unable to change the booking. I called Customer Services again, only to be told the same thing about being able to change the booking myself. I eventually managed to make the person understand that it was not possible to change the booking to another Standard Class ticket, only First Class, which I did not want, and that there were still cheaper advance tickets shown on the public website. He apologised and told me that there must be a problem with the website, which he could not fix and that he could not help me with my problem and that I would have to go to a station with my ticket to change it. I went into Hull station and obtained a ticket for an earlier train, paying the difference in price and an admin fee of £10 for doing so. Unfortunately the train I traveled on broke down (incidentally causing chaos on the East Coast main line for the rest of the day). The staff on the train were excellent, keeping passengers informed of progress (or lack of it). What was supposed to be a direct train, eventually arrived in the next station and terminated there. I had to board another train (packed due to the extra passengers and knock on delays). I arrived in London over 2 hours later than planned. To add insult to injury, the return journey was also delayed by half an hour due to a possible fire on another train. I submitted a claim for compensation for the delayed journeys - requesting full refund for the first journey and half fare refund for the second. I submitted my claim via email on 9 November. Liability for payment of compensation was accepted in a return email on 17 November, however the amount appeared incorrect, so I asked for clarification, sending my reply email on 18 November. I had to wait until 24 November for the second reply, explaining how the refund was calculated. I felt that the amount offered was incorrect as it did not refund the additional cost of the purchase of the earlier ticket, just the cost of the original cheap on-line advance ticket - leaving me £41 short of what I thought I should receive. Needless to say, I have asked for the amount to be recalculated, with an explanation of why I think this is so. I sent that email on 24 November and have not, as yet, received any further communications from Hull Trains. I have found the on-board staff to be helpful, polite and efficient. The trains themselves are usually clean and run reasonably to time. The frequency of service, train times and journey times between Hull and London are quite convenient and have improved over the years. The website is reasonably easy to use and advance ticket purchases usually give significant savings. What seems to let Hull Trains down, is their Customer Services when things go wrong. It seems that they are unable to put things right in a timely manner.