For those who dont know my DS2 Wilf is profoundly deaf, autistic and has learning difficulties. He doesnt live with me but i try and help with booking things on the phone due to his deafness!ff
Four times ive had to ring them up.
First was when he was travelling to friends on a Saturday it was a short distaance so no disabled assistance needed. There was a rail replaceent bus and I was told to ring them on the morning to find out where the bus was leaving from. I was told two different places and of course couldnt risk him being in the wrong place so paid £20 for a taxi to get him there!
Second was a very exciting day. His first solo trip to London. All went well on the journey there, on the return leg he got to St Pancras and tried to tell the guard he had disabled assistance booked. The guard was very rude and told Wilf to just get on the train. No one helped him off at 10.30pm and he had to walk through the underpass on his own. I wouldnt feel happy doing that on my own let alone him!
When i rang up on Monday the woman supervisor i spoke to said "I suppose he doesnt look disabled does he?" 
I was so shocked i didnt know what to say and im kicking myself now!
Wilf was refunded £30 and got a grudging letter from them for that!
Third, it took them almost 9 weeks to refund my £20 taxi fare i had to ring three times before i was told there was a problem with their refund system!
Fourth . I rang to clarlfy a point of a disabled booking i made yesterday. Despite me quoting the reference on the email the woman i spoke to said there was no booking. I asked to speak to a supervisor and was on hold ten minutes. Original woman came back and said the booking was there. I asked why she had said there wasnt. She denied and then admitted saying it!!
Thats without being stuck on their train wirh Bumbledog for an hour and a half last week because a prowler was on the tracks!
They really are bloody useless!!!!