Would rate 0 stars if I could. I accidentally bought 2 tickets for a week after I intended to use them and only found out on the train after the ticket office scanned one of the tickets. he explained that I needed to buy new tickets but could refund the original ones. I did this and Trainline have only refunded the ticket that wasn't scanned by the ticket officer. they are claiming that as the ticket was scanned it is shown as 'used' on their system and cannot be refunded. The online chats have been of no help and after 2 occasions of trying to convince them that a ticket that was scanned before we were informed it couldn't be used is not the same as a used ticket, I have been told they can offer me no help. I have requested escalation to a supervisor and also an email transcript of the conversations on both occasions and both times have been told this would happen within 24 hours of the chat closing. Both times I received no contact from a supervisor or an email transcript. they are completely useless! As a big corporation they clearly don't care about the individual customer. I will be doing everything I can to either book train tickets with another supplier or avoid traveling by rail if this is not possible and would advise other to be aware of the small print before booking as they essentially cover themselves so they can rip you off!