Sorry for the late reply. If you are unable to cancel the ticket or click the refund button the only suggestion left is to email frequently. I don't believe there's a number although there is a "helpdesk" referred in the id agreement page so perhaps there is one floating out there. Sorry I can't be anymore of help. Good luck.
Thanks, I have tried this email from ID Agreements but for last month I get no reply. I will keep trying.
Hopefully you’ll get through soon. I think I had the same problem with a TK segment. It wouldn’t let me cancel or refund because the link was redundant/grayed out. They emailed me back after a few days to fix. Not sure if they did something on their end but you can at least try what they replied back. Good luck!
This was my email to them:
Hello,
I am trying to access PNR xxxxx so I can cancel and proceed with a refund request. However, I have been getting an error when I try to access PNR. I can access the ticket but not the PNR. Please advise.
We would like to cancel the tickets and request a refund.
This was their reply:
Please click flight list - click ticket number- click retrieve ticket - click refund.
If you have an error, please send screenshot about failure.
Thanks and Kind regards,
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