I booked my train tickets for the 25th of March just a few minutes before the train was departing. It was urgent for me due to some personal problems, and hence I had booked them in rush. But I couldn't reach the station on time and missed my train. I contacted customer support to check if I could take the next train while trying to explain my situation to them. They were not helpful at all. One of the staff members put me on hold for approx 15 minutes saying that he would get back to me but he didn't. The next time a lady from the staff gave me another phone number saying that they would be able to support me. When I contacted that number, I realized it was the same phone number I had contacted. In short, I was unable to travel that night, and consequently, not only my money was wasted but also my time plus the inconvenience it caused me. Finally, they did not refund or change my ticket saying that I should’ve contacted them before departure. I kept saying that it was urgent in my case and was booked just a few minutes before the train was departing. This could happen to anyone and they should not have to pay for a journey they never took. But it was entirely ignored. I travel frequently, but I can not trust this company anymore and won't book my tickets via this company in the future.