You sound like one of the company spokesmen that talk about "enhancements". THIS CHANGE MEANS THAT RESERVATIONS WHICH CAN BE CANCELLED OR CHANGED WITHOUT PENALTY WHEN BOOKED VIA PHONE WILL HAVE A PENALTY APPLIED WHEN BOOKED ONLINE. IF ONE BOOKS ONLINE AND WISHES TO CANCEL - YOU'LL BE HIT WITH THE 10% PENALTY; IF ONE WISHES TO CHANGE TRAINS, YOU MAY END UP WITH A VOUCHER IF THE FARE IS LESS THAN YOU EXISTING FARE. SHORT AND SIMPLE THIS CHANGE DOES NOT MAKE SENSE UNLESS THEY START ALLOWING YOU TO BOOK RESERVATIONS ONLINE WITHOUT TICKETING.