Airline Ticket Cancellations

My recent experience with premier airlines has not been good when it comes to ticket changes or cancellations.While the online booking exprience is designed to make it easy for customers,the cancellation process is very difficult.One has to call the number and then send a written confirmation,and the refund is credited to the credit card.imagine if one has to call the office after business hours-the airlines don't attend to it.
Why can't airlines allow online cancellations?Another grouse I have is with e-ticketing which was implemented for green issues and conserving naturebut almost everyone I know prints the e ticket-thus there is not much of paper saving.
I recently had to call Qatar Airways to make a change and I was on phone for 98 minutes before  getting the agent,and this is supposed to be a 5 Star airline.