Old fare $508. New fare $343. So, I expect that I will pay the $200 change fee and get a cert for $508-$343. Rep comes back asking me for $246 all in. Two curve balls here. 1. We used a $100 e-cert for the fare reducing it to $408. 2. We applied an RPU (wait-listed) to the original fare. After 25 minutes we got it squared away. It makes me wonder how people who don't quite know what they are doing (and I certainly am no expert) prevent getting ripped off by CSRs that don't understand what they are doing.