Or try the live chat. I have had avios back in my account in real time during the chat before, but you need to make sure you mention you want to change a redemption booking first so they put you through to a QRPC agent rather than a general sales/CS agent. They may try to tell you to do it in the app, but I found they quickly just did it themselves if you say you don't have the app (a win for the Luddites there ). And as IAN-UK says, the cash will probably take a week or so.