Horrendous customer service. The app is not fit for purpose. My daughter was suddenly unwell at the station and phoned me to say she wouldn’t be able to take the train she was booked on. I immediately attempted to change the date/time (which is allowed before departure time) but the app kept glitching and giving me an error message until after the train departed! I took a screenshot of the error message and contacted customer service via email the next day. All I could get in the end was the same reply over and over again, that they are sorry but a refund is not allowed. I was not asking for a refund but just some acknowledgment that this situation was their fault due to the app!!