Unpaid refund
 

My husband and I purchased return air tickets: Christchurch / London. Booking reference DZJVBL. Journey commenced in July 2022. The return journey was booked for January 2023, however my husband died during our holiday in August 2022. I informed Etihad, asking them to cancel my husband's return ticket on EY18 on January 19, 2023. I supplied a death certificate. His ticket number was: 6072143451816.

My daughter and I have tried many times to get a refund. We have spoken to Etihad staff on the phone and we have been told that the refund has been approved a number of times. 10 months after my husband's death, and 4 months after the date of the cancelled flight, I have still not received the refund. Why?