Originally Posted by
Often1
In order to provide an accurate answer, one needs the fare rules for the specific ticket in question. Those rules will specify the penalties and how they are calculated. Note that the penalties may differ depending on point of sale and origin of ticket. What someone else has experienced is not relevant unless the same fare bucket, same origin, and point of sale.
The fees I'm referencing are Service Fees for using the Call Centre. As far as I can tell they have nothing to do with fare bucket, etc. Were I able to book the ticket online I would have received 100% refund. However, I was unable to do so and was forced to use the Call Centre. Normally, Call Centre tickets are subject to US$50 fees but this one incurred a US$100 fee - US$50 each journey (which translated to each direction of the ticket).
I could certainly be mistaken, but Call Centre fees are generally not included in fare rules.