Please avoid this company at all costs!
This company and their customer support are horrible! Our train was cancelled and replaced by a bus, so we chose not to take the bus and requested a full refund. However, they refused to refund the £4.99 administrative fee, claiming that they still provided an alternative service so that it was not their fault. But customers should not be expected to accept a bus service when they booked a train?! After several emails, they offered a £3 coupon that was only valid for one month and for trips over £15. This is disgusting. We refused the offer, and even after escalating internally, we still did not receive a satisfactory solution. I am literally shocked that a company with such a short-sighted approach can continue to refuse a small refund of £4.99. Imagine how they treat hundreds or thousands of customers in the same way? Just avoid using this platform at all costs; their customer support is a joke!