Hopeless. Booked with them and wanted to take bikes. Unable to book bikes on line or get through by phone so bought tickets and went to local station to reserve bike spaces. They were unable to do this and said come back in a couple of weeks. Last night I had an email saying our return train was cancelled. I looked on my account and it said no pending journeys(!) I drove to station again and unable to get bikes on suitable trains. Was told to contact Trainline which I did and they said train wasn’t cancelled and no refund would be given even though I explained the situation. They played the ‘because of Covid’ card. What on earth are you supposed to do? This is crazy and I have now lost my money. Steer clear is my advice.