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In my experience, canceling a ticket is easy if there haven’t been any changes, but it’s a real hassle if something has changed, as in your case.
It usually goes like this: You call, and they tell you to go to or email a ticket office.
You email the ticket office that seems most relevant, but you get no reply.
Then, you email all the ticket offices and hope someone responds.
You repeat this process every few days until someone finally replies.