Awful experience with trainline customer service: I have been charged on a ticket that I was unable to use despite having bought a flexible ticket, an insurance so that I can cancel it if need be. When I tried to cancel they refused on the basis of their system showing the ticket to be 'activated'. They refused to actually verify that the ticket is not used - as I have already checked this with the train manager and mentioned the customer service that the train manager reassured me that since he has not scanned the ticket, it should be refundable- and the ticket has not been scanned on the journey. I have spent hours on end. There is no where to escalate the complaint. I have been given the wrong email address to write a complaint. They refuse any responsibility and end the conversation as they are third party service providers. I can reassure anyone, no service has been provided to the customer. They are simply ripping people off. Never will I use their service again. I advice everyone to stay away from the incredibly unprofessional company