Thanks, nsx.

If I may say one more thing... I think what you're saying is a good idea and should be done, but most people don't sit and read contracts, or FAQs, every time they buy a plane ticket. Especially people buying tickets on an airline for the 198th time. An FAQ, or even a line in regular font is insufficient in my mind.

On WN:

• Airfares are refundable/reusable
• 9/11 fees are refundable/reusable
• Other fees are refundable/reusable
• Taxes are refundable/reusable

With this in mind, you can see why many customers (like me) would not even bother to check if EBCI fees are refundable/reusable. I decided I will be calling Dallas on Monday out of principle until the busy signals go away. I feel confident they will refund the fee (they usually accommodate reasonable requests in my experience. If I know anything about WN, they will probably refund the fee when I explain "Your web site couldn't handle a modification that preserved EB status, so I had to cancel and rebook, please refund the fee), but it should not have been an issue in the first place and I shouldn't have to spend an hour on the phone for this.