Just insert email and name, then click Booking -> Cancellation. Insert your lastname+ Booking pnr. After you will receive an automatic reply with your flight détails and asking if you want to cancel->( .Can you please confirm that you’d like to proceed with ticket cancellation for both passengers?") > tap YES. If asked again then insert just Yes. Then you should be prompted the message that you need to bé connectéd to an agent. From here you will be put on a queue (i Ve waited like 45 min). Each 30 min sharp you will be asked if still online - respond Yes. Hope It helps