Airline changed my flight significantly – told I’m eligible for full refund but getting mixed answers

Hey everyone,

I’m a bit lost and could really use some advice.

My airline recently made significant changes to my booking:

•	On the outbound flight, they added an extra stop, so I now have 2 layovers instead of 1

•	I now arrive one full day later than originally planned

•	On the return flight, they also changed the schedule/timing

Because of this, I requested to cancel the tickets.

At first, the system automatically gave me a travel credit, which I didn’t want. After digging a bit more, I found a way to submit a support ticket requesting a full refund to my credit card.

Then I contacted their chat support:

•	The agent told me I was eligible for a full refund

•	They said the refund process was already in progress

But today, I contacted chat again just to double-check:

•	A different agent told me the request was NOT in progress

•	They still see only the credit

•	They said they have now submitted the refund request again

•	They told me I should hear back in 7–14 days

•	Also mentioned I should receive an email… but I haven’t received anything at all

So now I’m confused…

Who should I believe?

And more importantly — how do I make sure I actually get the full refund I’m entitled to (instead of just a credit)?

Has anyone dealt with a similar situation? Any tips on how to escalate or secure the refund?