The problem is that Orbitz doesn't even recognize its own itinerary number. I had my sister give me her info and tried it myself, confirming her results. The web page shows the itinerary but says there's a problem processing her request when trying to cancel online. The phone system won't refer a caller to a human agent because it doesn't recognize the itinerary number. AA shows the reservation as ticketed but attempts to cancel there get referred to Orbitz -- who can't/won't process the cancellation (web) and don't recognize the itinerary (phone). We still have several hours to cancel but this is stupid.