My train was cancelled, I followed Trainline's instructions to request a refund on their website. Their website declined the request for refund. I then tried to find out how I could get hold of a Trainline operator, but ended up in an endless loop on their website. At long last I found a telephone number. The operator was polite and helpful and hopefully I will receive my refund in the coming days. The point is, the refund process should be as easy as the booking of a ticket, but it isn't. It took me much time and aggravation, just because Trainline has set this up in a customer unfriendly manner. Rail service providers need to start to learn that they are in the time-saving business. My commute by car is no longer (and a lot cheaper) than the journey by train. The sole reason why I use the train is to be able to work during the journey. The appalling performance of the train operators in combination with the customer unfriendly process of Trainline is causing so much time wasted, that I am better off doing without the train altogether. Please improve your act, or liquidate the sorry lot.