Originally Posted by berneyarms
Lesson #1 - never ever use the thetrainline.com as they charge extra.
Always use a train operator website.
It was the first time I had used thetrainline.com for years due to exactly that reason, but they seem to have a monopoly (as far as I am aware) on the sale of non booking office UK Rail & Sail tickets. I normally buy such tickets at the booking office as I am passing through a station, but on this particular occasion, it would have cost more in transport than the £1.50 fee.
Disappointingly, my experience was that their telephone service had not got any better over the intervening period, with a long response time and transfer to what appeared to be an Indian call centre. I don't have problem with overseas call centres as long as staff have the local knowledge that you would expect an employee resident of the country they are serving has, but they rarely do.