oh and don't let them charge you the phone fee either. it's their website's fault you couldn't book online, not yours. They charged me the phone fee without telling me and when i saw it on my Amex statement a week later I raised all kinds of hell on the phone and they refunded it. this is the same situation as when you get the "oops we had a problem" error when buying a revenue flight online and then calling to book it. They have the authority to waive the phone fee if the issue is their stupid website, and if they say they don't they are lying. Sometimes they have to transfer you to the web help desk to get someone with that authority but it can be done. in my experience the web guy takes one look and says "yep, site's broke, let me ticket it for you and i'll waive the phone fee"