I wish I could give a zero If I could give a zero, I would. Booked a £407 first-class ticket, tried to change the seats in the carriage and they automatically downgraded me and moved me to standard class. Three hours on two separate calls to customer services, one of which they hung up on me, ended with them offering me a £189 refund for standard class. Then, they deducted another £10 for the refund. I asked them to just reinstate my original booking because I made a mistake and it wasn't clear information that I would be downgraded. They said they can't as when you make changes to a first-class seat they will automatically cancel that ticket. No understanding of the situation and no class. Will never use again and would advise anyone else not to either. Shocking.