If you think going to the train station to buy tickets will be slower and less hassle than booking online with Trainline, think again. Trainline 'customer service' is extraordinarily bad. It has taken me days of emailing to get a refund for a ticket. A simple thing you'd think but hell no. First I was told to cut my tickets up and email them which I did. Then I was told I was emailing from the wrong email address. So I switched to the email address I booked the tickets from but they couldn't find that email address in their records! They kept telling me to provide them with the correct email address and I kept telling them, that was the correct email address. Finally I got really frustrated and asked them if I could verify my details another way. They asked me to send the journey details, the last 4 digits of my debit card and price of the ticket. I immediately obliged, only to be told that their reference number didn't match my details. I then told them I was coming to think that I'd bought my tickets from a scam company and that I wanted to speak to a manager who knew something about customer service. Somehow I kept it polite but after days and days of back and forward emailing to these unhelpful muppets, I was seriously furious. Today I had an email from them saying they'd finally verified my purchase through the last 4 numbers on my card. They gave no details as to when the refund would reach my account however, so I hope I don't have another week long battle to get that sorted out. Lesson: go to the train station to book your tickets so if you need to get a refund, you can save yourself hours and hours of frustrating hard work.