Originally Posted by speedbird_agent
Are they justified (and legal) in doing this? Aren't they punishing US as customers for the ineptitudes of their website?
United have a similar issue for award bookings. If you don't book it online, you pay the fee. You can't book awards with other star alliance partners online, so if you want to go - for example - from LHR-SIN, you have to pay the $15 offline booking fee.