<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by xyzzy:
I've had similar reactions when trying to refund a fully-refundable ticket. I got the impression that the CO folks see these so rarely that they don't recognize them until they are pointed out.</font>
This has happened to me as well. They almost didn't want to check even after I said that I had a refundable ticket. This is especially true if it's a fare basis other than Y. I can only assume that they get a steady stream of calls requesting refunds for non-refundable tickets and that they are conditioned through experience to respond in this manner.