Another experience. Called from Australia and got an incredibly friendly CSA. Called regarding a flight about to depart in 48 hours from OOL > CHC return, this ticket was refundable by cash and would be processed in 7 business days, perhaps longer under current circumstances.

I also asked about two other bookings for a few weeks time, which she also resolved: SYD > AKL return (premium economy) and BNE > CHC > OOL (seat only), sadly both these bookings were non-refundable but were held in credit for 12 months from issue date. I do have a question for people: where/how is the credit documented? Should I expect an email (at time of posting it is 24 hours later, without any email, but the booking is removed from my bookings page). I logged into app and logged into desktop website and could not see a 'credit wallet' (similar to Virgin Australia's 'Travel Bank'). I even completed a mock booking (on the app) to see if credit was available on the payment page but there was nothing obvious, so any intel is appreciated!

Was really pleased with the CSA, she did all she could (looking into trying to override my non-refundable PE fare class) to get a resolution. I wish I caught her name to submit a compliment. Thanks for the posts and take care, all.