Originally Posted by canadiancow

I called the other night to cancel my October Korea trip. A concierge picked up.

At the time of my call, I had UN segments on one date and TK segments on another date, so there had been a massive schedule change.

I told him I wanted a refund, and he said he'd have to put me on hold.

After a few minutes...

"Sir, I've been told that your ticket is non-refundable, so we can't issue a refund. Refunds require a three hour schedule change."
(at this point I noticed he'd resolved the schedule change, so I was HK everywhere)
"... when I called, the PNR showed cancelled segments on the 17th, rebooked to the 18th. That's a 24 hour change."
"That's not a schedule change, because we no longer operate flights on the 17th."
"... it's a 24 hour change, and I want a refund."
"Is the new date inconvenient for you?"
"... yes"

He put me on hold again, then came back to say he'd done me a big favor by refunding it, as it was not within policy.

You know, the 3 hour policy he'd just quoted me. With my 24 hour change.

I need to start recording these calls.