Now they do offer 24 hours free refund for web reservations, but most of their staff don't know.

I had to call to cancel a web booking 2 hours after I made it. CSR refused right away, I cited US DOT new regulation, the response is "we are a british carrier, not subject to US laws".

I asked for the supervisor and was put on hold for 40 min. She checked three times in the middle to see if I was still waiting.

The supervisor said the same. I asked him to go on US website, on the left click "customer relations", click "customer service plan", click the fourth topics from the top and read it lout to me what it says.

5 second silence from the other side, then he said "yes sir, we can offer a refund, which will be posted in SIX MONTHS".