I purchased three first class tickets. Their rules allow for cancellation with full refund within 24 hours. I called within 24 hours and spoke with an agent who told me the ticket was cancelled. However, I found out days later that this ticket was not cancelled!! I am guessing that what happened was the agent on the phone must have thought I was calling about a different confirmation number with a farelock (and same itinerary) that had cancelled that same day Of course, I have no idea for sure... all I know is I called and was told that it was cancelled and want the charge credited back to my account. When I submitted the refund request over the phone and via email, I got a 'canned' response saying non-refundable tickets get a credit... no comment on the specifics that I called in this case and cancelled. How do you prove you called?