I have just obtained a refund on a ticket that BA.com confirmed could be refunded without penalty, when I booked it. The refund is, however, for $300 less than the fare paid.

Taking this up with Refunds (very helpful, but literally only one woman, one man and no dog, so a long slow process), it turns out that the fare rules provide for a $300 cancellation penalty, although when booking the fare, ba.com states: "There are no cancellation fees".

Fortunately I understand my way around the system well enough to be able to show that this is the case, and no doubt once Refunds have been back and forward to Ticketing a couple of times it will all get sorted. But what about the poor punters who get hit with a glitch like this and don't know their way around the system ?

Are the fares all hand loaded into the system ?? Has automation, not yet hit BA.com ?? If it has, surely it should not be possible for this sort of error to occur. Or should it ??