Just thought I would update with a refund being successfully, albeit taking a long time, completed. I had booked two trips, one for myself and the other my parents, different PNRs but largely same flights and dates. MEL-AKL-YVR-AKL-MEL departing 31 July. One PNR was in J class and the other in A - both paid with cash.

I requested a refund of the flights on the 24th May, rang twice following that to be told someone would get back to me, and lastly on the 17 July I rang and finally got someone to process the refunds which appeared on my CC on the 22 July. Charged a cancellation fee of $600 for the J fare and $300 each pax on the A fares.

A little disappointed I couldn't even keep the cancellation fees in credit to use for flights at a later date if I had left the full amount in credit. However the amount of money tied up with them for a number of years isn't worth it!