Had a few tickets on hold lately. Booked one and called to cancel within 24H because online it stated that only the taxes will be refunded (minus close in). The rep tells me that the 24H is from the booking time, not the ticketing time. I said not true, he went to check then confirmed to me that it is indeed from the ticketing time, and he told me that he put in a maunal refund for the $75 close in fee.
Today I called to cancel a res and book one instead, was told again the same story that its from booking time, but he made me a exception.....