Flightfox can get the refund, we know what to say, we have access to all the platinum lines (not the standard phone lines), straight to the decision maker.
The airline sees that Flightfox we have made 1000s of bookings and give us priority, there are normally 7 hour phone cues, and we can wait that long cause we have 1000s refunds to request, this would not make sense for individual person booking travel - cashback for over 95% of customers.