Originally Posted by merlin90

I rang up. I didn't entirely understand what the problem was—I think it was something to do with the ticket change turning a non-stop LHR–JFK route into LHR–MIA and MIA–JFK—but the upshot is that they're now processing the correct refund. It'll take 7–10 business days, presumably because it was done over the phone and not online (an agent the other day told me refunds are being processed much more quickly when done via the prefunds site).