I received an email informing me of the cancellation of the CSA 783 Flight so we called the customer services who advised us to find alternative routes. Then upon enquiring about the refund, I receive an email that the airlines were exchanged and that I will not receive any refund. Is it possible not to get any refund if the airlines itself cancelled the flight!
The airline had a schedule change and re-protected the customer on another flight, and reissued the tickets. Once the airline changes a booking, they have control over the ticket, we did advise the customer to check with the airline for a refund if she in fact did not use the ticket.