My June 9 BA flight has been cancelled. I booked it on Iberia with AVIOS + surcharge.

On Twitter (and confirmed on FT) I was told to contact my IBPlus Centre by email ([email protected], put only the IBPlus number as email subject) or phone. I did that and the reply was "we must inform you that we are not allowed to process cancellations through this email" and gave me a number to call.

I called the number and the only options I could find were to get a voucher. That option said to fill out the form online. I couldn't figure out how to get a human.

I do need my surcharges back, will they only do that by voucher? But regardless, it seems like a different situation than cancelling a paid ticket. Do I fill out the same form as paid tickets? Has anybody worked through this and know how it should be done? department."