I booked some reward travel, and the website was giving me problems, so I was forced to book over the phone. Agent told me web support can waive the $25 phone fee which they claimed they did.
Made the reservation and I was charged the $25. Filed a refund online for that plus another charge (I changed my routing away to and from FRA on the same day, and they charged me the taxes for FRA, but never refunded them). 2 weeks later, I'm told that the taxes will be refunded (which they were) but not the $25. I called in, and was told that they already had given me two fee waivers, and they won't refund the $25. The fee waivers were for changes I made within 21 days. These changes were for the return - they were less than 21 days before departure, but more than 21 days before the flight I was changing. I had asked when making these changes if they involved a charge, and was told no.
Now, the agent says the supervisor told her that they did, and that there was no note in the reservation at all to waive the $25. So now, "you won't get the money back, but if you keep pushing, you may lose the original 2 waivers as well." I asked to speak to the supervisor, was put on hold for 10 minutes, and then told that the supervisor agreed to refund the $25 as "a one-time very special circumstance, and don't get used to this."

I'm thankful, but was this really something special, or was the refund rightfully mine anyways? And regarding the 2 fee waivers, did they waive the fee, or should they not have charged it anyways?

 

If you couldn't do it online why would they still be able to charge the fee?

 

Cuz they can do whatever they want

 

My neighbors can't do it online because they don't have a computer. Therefore, the fee should be waived for them.

I guess that we need more information about the problems to judge fairly.

 

In this case, it was the website giving problems (and not me)