I had that experience with AA, with a twist. I knew I was going to be stuck in Chicago over the weekend, so I decided to cash in some AA miles and fly my wife out for an early anniversary. I did it completely on-line, and there was no mention of a $75 fee, only a $10 airport fee. I even have a printout of my confirmation saying "total fees: $10" I get a call from my wife at check-in telling me they want $75. The CSm was no help. I have sent a letter to CS asking for my $75 back since they didn't inform me when I booked the award. We'll see what happens...