Had a very frustrating day and half trying to book an award on line. Gave up and had a US based agent walk go through it and say yes it is all there and book it on line. Whilst she waited, I still couldn't get the website to work and I read out every error. She said about 25 times that if she did it, she'd have to charge me. I said 26 times that she can see that it will not allow itself to be booked on line. She went off to ask a manager and came back and said yes she'd book/hold it and waive the fee. Total time on phone for that circus, another 50 mins.
Two days later I get the Fiji call centre when I went to pay and all was fine until she said she had to charge the assistance fee, I said I couldn't believe it as the the supervisor had waived the fee. She said, Oh OK, no problem. She was so much more sensible.
IF I were ever to feel tempted to deal with AA again, and I doubt that I will as their website is a pain in A. I'd be sure to get the Fiji centre if possible.