I cancelled 2 return tickets on different days using the form. For both, I received an email stating that they had received my refund request but they had longer than usual processing time. As one was an award booking, I asked for a refund of the points after a month of waiting and was informed that the booking had not been added to the refund queue. I decided to ask, and neither had the other one. So they were added then and I was told there is a 6-8 week processing time.