it sounds like the OP was not charged for talking to an agent, that is normally reserved for new bookings. what it sounds like from my experience in the airline industry is the OP is being charged what airlines reffer to as an External Reissue Charge. which is an additional fee on top of the Administrative Service Charge of $150. it's basically charged when the customer books their ticket through a travel agency instead of directly with the airline. the concept is to try to get you to go back to your travel agency as they can reissue your ticket as well. unless you're going through orbitz, expedia, or something like that. you usually won't be charged by the travel agency to make a change to your ticket. $20 is cheap compared to some airlines who charge an additional $50 for the External Reissue Charge.
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