Refused to refund me for an irretrievable ticket. I bought return tickets from London to Cambridge in advance and downloaded e-tickets to the app. In the meantime, my phone malfunctioned and I lost all my data. When I tried to re-download the e-ticket from my account, the app would not let me as I was using a different phone DESPITE IT BEING THE SAME PHONE. I ended up having to buy replacement tickets at the station for 60 pounds. I put in a refund request only for it to be rejected because “tickets had already been downloaded and activated”. Which is pointless if I can’t retrieve them. Terrible service and I feel thoroughly ripped off. It’s a reasonable expectation that you should be able to retrieve e-tickets if your device malfunctions.