I always hold my AA tickets at their web-site to get the 1000 bonus miles. They give you the locator number. I then go to the ticket office near O'Hare so I can use a coupon, and a voucher (if I have) which waves the tax. Recently I had the opposite experience. On-line a fare for $217 came up for ORD to YYZ (Toronto). By phone, the fare was $250. When I went to the office, the rep saw the 217 fare, said he couldn't find it in the system but was willing to over-ride it. He then took my $20 coupon, I used vouchers from a voluntarily bumped flight and my tickets came out $179 each. I think a lot is who you get and if you deal with someone regularly at an office, obviously they can be nice about it.

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DtG