Actually, the website's pretty good, but for some reason I almost NEVER get what I've asked for when I get to the train (quiet carriage, facing forward, table seat? Pot luck!).....also, very inflexible if you need to change your travel plans. On a few occasions I've been early enough to catch an earlier train - go to the ticket office and invariably it's "buy another ticket".....fair enough when it's a peak time train, but with no allowance made for the ticket I already paid for? Seems unfair.