Their web site is probably better designed than the local train companies ones... But it includes VERY TRICKY FEATURES MADE ON PURPOSE TO STEAL YOUR MONEY. They offer extremely limited possibilities to change or refund your booking. Twice i had to pay for a ticket which couldn't be used not refunded. My personal suggestion as a frequent traveller? DON'T Book ON TRAINLINE if there's any problem with your travel/ticket you'll have to solve it with the train company anyhow, and then no one will be willing to help. Trainline gives anyhow little or no support after cashing in and the train companies are very likely to tell you that you have to sort it out with Trainline as you booked with them....