In explaining to the Airline:
Three years ago, after an illness, I had to cancel our flights. The airline said they would not refund the APT and to request this online. The website would not accept my input.
I contacted the CEO of easyJet. Someone from head office rang up to confirm my problem. He than asked why I had cancelled. When I told him he immediately offered either rebook at no charge at a later date or a full refund. I shall certainly book easyJet in future.