I ran into the same thing, being told the ticket purchased orignally was non-refundable. She suggested rebooking (for a flight by Dec. 20th) I told her that we had the intention to rebook when the conference was rescheduled. I explained that everyone was working to waive fees, including banks and hotels, do to the unforseen, uncontrollable circumstance.
I suggested, politely, that I speak with a supervisor, as I understood they must be inundated with requests of a similar nature.
The supervisor said she could issue credit vouchers by mail, but not refund the full amount.
Good Luck:)
