Booked first class tickets for a special trip but l needed to amend tickets. Had to amend online and half way through without asking for confirmation l suddenly had new tickets for standard class. After several attempts got through to customer service and l was told to purchase new tickets and get refund less administrative costs of £20. When my statement arrived l had only received a partial refund. Apparently because the app downgraded my tickets from first class to standard l am not entitled to full refund. Over £100 out of pocket so far and still trying to get refund. Trying to get hold of customer services has been dreadful. Never again. I would not recommend to anyone.