Originally Posted by
corporate-wage-slave
They can be done online too, at least in some circumstances (see my earlier post) but you have to pay attention to the details of the process. One slightly odd thing though is that from what I can make out, it's not always obvious to contact centre staff when exactly you made the booking, I think the timestamp isn't always visible.
I stand corrected - I've never been able to do so before and was previously told it was only by phone, as the website treats it as a voluntary cancellation under fare conditions. Welcome improvement ^