Originally Posted by
orbitmic
We'll agree to disagree. Phone agents are not live versions of small print. There is information that regulations oblige them to give (such as change and cancellations conditions) but seat assignment fees are simply not part of it. The website is similarly full of warnings about latest check in and boarding times, but phone agents do not have a duty to repeat it, and if you ask, 'can I take a suitcase?' they will assure you that 'yes, your fare allows you one piece of luggage of 23kg but not inform you that beyond certain dimensions they would be rejected as would they certain contents, and indeed, if you book an award ticket, you are not warned that you cannot change or cancel it in the last 24 hours.
I used an Amex 241 at the weekend on an open jaw booking and phone agent did explicitly run through the change and refund conditions including the 24h rule, told me the service fee, and so on. All v professional. I'd expect the contact centre agent to know what the seat assignment fees are and to explain something like 'you can pay to choose seats now or select them for free when online checkin opens from 24h before departure'.