I prefer to telephone, because you can ask questions (such as which booking class the ticket is in), and you are less likely to make mistakes in things like dates. Things are repeated back to you, and there is no chance of your moving your mouse and accidentally changing the date (which I've done!). While I think 5€ extra service charge is OK, I think 20€ is too much. Even worse is when you want a complicated ticket like a RTW itinerary (even if it's a fairly simple one with only five or six stops). You have to go to an agency and they are are very reluctant to do it, because it is a lot of work (particularly calculating the taxes and surcharges), even though, in business or first class, you are paying them thousands of euros. Then they charge you 100€ service charge on top!

AF680, don't worry about your English - we can understand clearly what you are saying, which is the imortant thing. And it does you good to get things off your chest through a forum like this one, especially after a frustrating experience on the phone like yours! Unfortunately call centres seem to be the same all over the world, on all the airlines and in most other companies as well. A good suggestion is simply to hang up (saying, 'Thank you, I'll try later') as soon as you realize the person is not competent. Wait a minute for them to take their next call, then try again!

Edited to add: Sorry, Stimpy. While I was typing out my long-winded post, you'd already made the point about the phone!