I’d say it’s very unrealistic for any airline to refund such an amount of 2700 £ or $ or expect them to do so. A voucher or in this case Avios points are more common practice. No doubt you are aware of this. Businesses are more inclined to offer redeemable credit than hard cash into your account. I’m not suggesting it’s right but standard practice as ideally they want to keep your business and hopefully improve on the experience next time. Most businesses would be in the red if they offered cash refunds for the incredible things people now complain about. Yours is credible by the way I’m generalising as people really love to moan about anything these days, just read FT