I know this has been previously discussed but I'd like to post my take, just to have another posted opinion for AC lurkers to see.

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We are all familiar with AC's attempts to push everybody to the web even though the web does not yet provide the functionality required (fare class choices, upgrade availability, unique routing options, etc...) for most Ft'ers.

I don't have a problem with encouraging people to use the web. It can be a definite cost saver for the company and can be quicker and more convenient for the customer...but if taken too far, I really believe attempting to force everything to the web via the call centre fees will have the opposite effect on revenues as customers become fed up and go elsewhere.

Providing a useful convenient interface and even rewarding people (in the near term) for using the web (ie. the current AP miles promotion) more strongly encourage people to use the web...but using coercion and force by imposing call centre fees, especially in situations that cannot even be handled by the current level of web functionality are more likely to push people away altogether.

...I find that new recorded message on the Eilte line specifically informing of the call centre fees is especially patronizing and obnoxious IMO.

I don't think there should be call centre fees at all, let alone for situations when there is no option to use the web due to lack of functionality. I will use the web when it provides the service that I need. Don't try and force it to happen through user fees...
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