Explains, simply EK's system uses the cancellation policy on ticket at time of booking and anything to override needs manual intervention hence que. If you have a flex ticket expect a quick refund as it was free cnx and system can process quickly. If you had a policy with a charge or they cancelled the return leg, expect someone to need to manually calculate. If it needs manual processing, it depends how many people know the system and how to calculate. Hence delays, BA had this issue since India where refunds were done had to shut down.