Absolutely appalling customer service via live chat and email. Given written confirmation of refund twice- nothing happened. Escalated to a “supervisor” Nidhi, who again confirmed the refund would be credited to my account within 5 working days. Had to chase this again, told I’d get the refund “soon”- how is this professional?! Then told the refund had been processed and speak to the credit card company. This deplorable belligerence is just to cause maximum frustration, waste as much time as possible so customers will not pursue the matter further. Issues are not addressed, you need to keep repeating your same concerns again and again only for them to do nothing about it. Say what you will about LNER, their refund process is excellent. Since it has been outsourced, Trainline’s service is utterly shambolic.