If a flight is cancelled, and a customer fills in a form on the web requesting a refund (and confirms that the card number hasn't changed), could someone explain to me why an employee of the airline needs to be involved in processing the refund ? Selling tickets which involves taking payment from a debit/credit card doesn't seem to involve a human
I would have thought most big airlines would have automated this kind of thing ages ago so as to eliminate the need for a human being (who demands to be paid for their time)