I have always used Trainline and we have a railcard. Recently my husband had a stroke and I stupidly booked tickets in the midst of it and made a mistake, realised straight away, called the number and the automated service said to do it online- which I did and was charged over £100 admin fee though the return train was staying the same! £100 to change 4 of us one way! I called the next day and was told had I called something would have been done for me!! Yet the automated service tells you to go online…I tried emailing but got very cold standard responses absolutely zero humanity. Great company as long as you don’t need any empathy at all