I had to cancel my flight due to a positive covid test and there were no other flights to Perth for the foreseeable future that I could see online. I tried to call to find another flight but they never answered, I was just put on hold. In total I waited five and a half hours on hold. The worst was when I waited 2 hours and 35 minutes on hold to be cut off by Singapore. So, I had to cancel online.
30 days later no money in my account. I followed up by email and was given some ridiculous excuse of the call centre in Rome going through to Greece - made no sense. I had a fully refundable ticket for cancellation yet they demanded a covid test result or doctors certificate before they would give me my money back. I pointed out that I had a fully refundable ticket and did not need to give a reason to cancel. Eventually they agreed to refund my money as an exception (I didn't need an exception) but I really had to chase and work for it. Even then the woman I was dealing with made it sound like she was making a real exception in giving me a refund and that in future I should make sure I keep all paperwork for special circumstances, ignoring that my ticket was fully refundable with no fee. I just didn't get it. Never again, ended up going with Emirates and they were so good to deal with.
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