Originally Posted by
intuition
Perhaps even agents aren't given access to the actual fare rules, and it might been that they have never seen what is inside the GDS. I suspect some of them just have booking tools similar to what the end user has on the site. Thus the only solution the agent has been taught (or figured out) is to do the rebooking and discover the new price. Naturally, if you spend your day doing such re-bookings it would look like the new prices are basically random and hence the "there are no written rules for fare difference".
Correct, they use Altéa Reservation tool, a graphical Amadeus tool, which must just reprice the itinerary automatically. They have access to fare rules, but judging by the number of recruitments and new recruitees as well as the Bulgarian chat responses, I doubt very many of the agents are seasoned enough to read them, let alone make independent decisions that would contradict anything the automatical repricing tool says. If you convince them well enough, maybe they'll ask a supervisor - or maybe not.