I have a booking (made directly on the EK website), which I might need to cancel.
I looked at the website and saw that the process seems to be like:
1. Call and cancel the booking and then
2. Request a refund online

Is this really the case ? Why wouldn't the call center agent not also take care of the refund as well when one cancels the flight ?

Seems a bit strange to me - therefor wanted confirm the process with you guys.