Just wanted to share the very bizarre experience I had calling the British Airways contact centre this week. I booked an ET return ticket with BA on a non-flexible fare and unfortunately needed to change the ticket (entirely my fault, I know). As my ticket includes a surface sector, I'm not able to make changes online.

I called to ask what the price would be to change the ticket to a certain flight and was quoted about £115 to change the ticket, made up of:
- c.£25 fare/tax difference
- £60 change fee (understandable)
- A £30 service charge (seems a bit unfair to charge this when I'm not calling the contact centre out of choice, but if those are BA's terms then so be it).

I left the booking overnight to think about whether it was actually worth the cost of changing and then called back. This time, I was quoted £175 to change the ticket to the same flight, made up of:
-c£85 fare/tax difference
-£60 change fee
- £30 service charge

I was slightly surprised by this to say the least, as the fare difference is more than the £80 it is currently to buy a new ticket for the flight as part of a return on BA's website! After some querying, the agent agreed to remove the service charge, taking the price down to £145.

I was somewhat taken aback given the abrupt increase in price so ended up leaving it. Once I had had time to process the information, I then called back almost immediately and asked to go ahead with the change. This time I was quoted £140 to change the ticket made up of:
- £50 fare difference
- £60 change fee
- £30 service charge

The agent wouldn't waive the service charge this time.

There have been no appreciable changes in availability or any change in the price of the cheapest fare on BA's website throughout this entire period. Is this normal or do their staff just make the price up as they go along? Has anyone else had a similar experience?

Incidentally, the cost to book the flight as a one way ticket is only £110 currently but I'd be a no show and presumably lose my return flight if I did that.