They have been processing my refund for the last 18 months. By booking through farescan you are not able to deal with the airline directly, so you must rely on farescan to negotiate on your behalf. They give me nothing but the run-around despite my request having been fully submitted (with supporting documentation requested by the airline 15 months ago) and despite my repeated inquiries User's recommendation: Avoid at all costs. They are banking on customers giving up.