1. Regarding the OP's scenario/ situation, due to a change in the medical condition of my son, I have called and cancelled a ticket, and the full amount paid was issued a e-credit voucher, that when I booked a new ticket for a different travel plan (same originating city, different arrival city/ continent), I had to call in and have the DL Elite line do the reservation. The difference between the original e-credit and the cost of the new ticket is now a new e-credit in my account.

2. Regarding cancellation of an award ticket - again have done the same ... given the same reason (change in medical condition of my son). In this case, my miles were refunded to my account.

The first time I called in ... the rep wanted details of my son's name, injury/injuries, hospital name and name of treating doctors. It was easy because his incident was reported in the press (both online & hard copy papers). Never ever had that question put to me again, most DL phone reps would start the call with a question asking for an update about my son's situation. Great folks!

One lesson applied: If one does not get a knowledgeable agent, hang up and call back.

Most DL phone reps were fantastic in their help provided.

The DL Premium Elite folks were wonderful, very understanding, and always were able to resolve stuff!

I am grateful for their help and understanding!

BTW: have a lot of e-credits to work through on my travel this year.