I agree, the
PR handling of the refunds issue has been poor. GF is in the media now as saying offering refunds would sink the joint.
They have gone to ground on the communication. Getting a refund even on fully refundable tickets is near impossible. They have removed that option from the phone app, the website and try getting hold of anyone on the 0800 number. It wont even let you hold, after a pre recorded message it just ends the call. Accessing any credit to book another flight also requires using the uncontactable call centre.
No wonder it took one passenger to take out a classified ad in the newspaper asking to be contacted by them.
Badly handled.