@mic I also once tried to get a refund on a seat reservation on a train I couldn't take because of their fuckery.
Handy online form!
Fill it all out, and...
It...
It...
...
It generates a pdf.
They want you to print it out.
And MAIL it to them. By physical mail, with an envelope and post stamps and everything.
I'm already on your website, just send it to an HTTP endpoint! You literally already have the information, how else did you generate the pdf?!
(I mean... I say this as if they're being incompetent, and not actively malicious by making sure specifically the refund procedure uses such a weird step.)