Exactly one week ago, I received notice that part of our 8/3 flight had been canceled. (Non-refundable tickets) I waited a few days to call to initiate the refund process. I chose the call-back option with a wait time of 2 hours 20 minutes. Very close to that, I received a call. The agent took my information with no hassle whatsoever, and told me that the amount would be credited to my cc within a week. It actually took just two business days. I couldn’t ask for better customer service.
Mine wasn't quite as good, but good enough. I called last Tuesday, was not offered a call back option, waited 2-1/4 hours on hold, then was given the refund requested with no hassle, but was told it would be 30 days for the refund, and I haven't seen it yet.
I have two tickets that qualify for refunds... plan to call tomorrow... we'll see how it goes.
I also had a good experience. Flight cancelled by email on June 22. I called the next day on a Tuesday afternoon. I waited on hold for 40 minutes (no option given for a callback). Once the call was answered by a live person everything went quickly and smoothly. My miles were returned to my mileage account immediately. The refund of taxes was credited back to my credit card company in two days. I was pleasantly surprised.