Originally Posted by
Globaliser
Did you also always explain the maximum stay rule as well? And the seasonality of the fare? And note all of these in the booking? These things (and more) could also affect the amount of the fare difference if a change is to be made, or indeed the customer's choice of fare.
At any rate, I still suspect that the OP's assertion that he wouldn't have bought this fare if he'd known that it had a Saturday night minimum stay would have been tempered by being told what the fare would be if he required a fare without such a min stay requirement!
I don't doubt that but he needs to be given the full facts so that he can make a choice. The problem was always that the CRS fare rules display were written in jargon and the agent needs to put this jargon into easy-to-understand English for the customer. That takes a bit of effort and some agents can't be bothered. It's no different than selling a washing machine - this machine spins at 1000 rpm but if you need a machine that spins at 1600, it will cost more. The customer's choice in the end. I'd take this up with his TA when I got home if I were him.