It's painful how complex the fare is. I've only been doing xONEx bookings for less than a decade and even in that time they've become increasingly complex.

It's like airline baggage rules: often far too complex, even for savvy travellers. I agree it says something when the passenger knows more about the rules than the traveller. On the flipside, how many times would once-in-a-blue-moon travellers hit a dead-end simply because an agent got it wrong. The passenger would have no idea they're being duped.