These people are a third world company
I had to cancel my flight due to medical reasons. The company says it is "standard operating procedure" to take up to a month for a refund. Why? It takes a nano second for them to take your money but there is this long laborious process to get my money back. I had insurance which seems to have helped some. I re-booked my flight with a better agent when my medical condition became better. He gave me a better flight for a great price. The agent made the difference, although they would not apply my former funds to the current flight due to "policy". I will remember my agent. He is the best even though he works for a lousy company.