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AWu-Tang
Well there you go...
I got the email cancelling the flight. It is clear from everywhere that you must phone customer services for a refund. I have spent the last 2 days trying to get through.
Today I get through (a waiting for 40 minutes after getting through the first message) and am told there is a web-form that I can complete. I say I have not seen a webform. It turns out that this webform only becomes available once there is less than 7 days to the cancelled flight, irrespective of when the flight is cancelled. Now I have to wait until next week to complete the form since neither the call centre person nor I have access until the date passes.
I really want to throw my toys out with the call centre person but she didn't design the system, she doesn't design the process and she's been taking calls for a month now from people in exactly the same position as me. Bloody hell, who'd do that job at the moment out of choice.
At least now I know how to process the refund without calling customer services but they could cut down on a lot of frustration by improving communications and instructions on the site and making it so complex to get a refund.