Rachel

The single star review is for the chat-bot I spoke with to try to change my ticket. I had booked an advance single ticket on an afternoon train. I was directed to a chat bot to change the ticket, but the chat bot informed me that I could return at any off-peak time on that ticket. This was false, as I learned from a helpful gate agent when I attempted to pass the barriers with my ticket for a morning train. The resulted in either a four-hour wait for my train or in a massive up charge to convert my ticket to open return. This would have been useful information to have before I checked out of my accommodation and dragged my bag across Manchester in the rain. All in-person xc employees were lovely and helpful; the online system needs work.