Virgin Inconsistencies

Does anyone else encounter conflicting information given out by Virgin staff when booking trips, or is it just me?

I have tried to book for the Abu Dhabi GP - flying in / out DXB.

First choice
Combi fare. G going out and Y coming back.
Was told that G's cannot be used as combi fares - used the Silver line as I am no longer Au.

Second choice
I have some Amex upgrade vouchers so do a Combi fare and use the upgrade voucher for one leg (there were no P/E rewards on the return). I actually had a 'hold' on some MIA flights in May doing exactly this, although I didn't think this was possible.
Now told this is not possible and basically, I am an idiot and I didn't have this is May - when I know I did. I still have the booking refs !

Third choice
Book a one way G and then get a Return in Y DXB / LHR / DXB and rip up the return to DXB and claim back all the taxes etc (as most of the Y fare is tax that should be a fair chunk of it).

Fourth choice
L going out, upgrade to G and cheapest fare coming back

Outcome
Was going to book either 3rd or 4th, when the person (Premier Line) said there was no issue with doing a G as part of a combi fare. He even said I could do option 2, but mentioned that I would be losing one half of the upgrade voucher (not an issue as they expire soon anyway).

Now booked the G out combi fare.

But why the conflicting stories?

Third choice
Book a one way G and then get a Return in Y DXB / LHR / DXB and rip up the return to DXB and claim back all the taxes etc (as most of the Y fare is tax that should be a fair chunk of it).

The Tax element is only £ 60 i.e. the APD on the ex LHR leg.

The VS fuel surcharge would be £ 87.50 (50% of £ 175) but you don't get the fuel surcharges refunded. After the admin fee you'd only get about £ 30 back. VS fuel surcharge is consistently the largest part of the 'taxes, fees and surcharges' element of the fare.

Two words:

'training' and 'experience'

When I've finished fuming, I'll tell the story of my flight cancellation...incosistencies, yes!!!

I think I'd have encountered more inconsistences when booking if I hadn't had a good idea what I wanted before I called - this site has been priceless in helping me understand all nuances, and as a result, I've been able to call for a booking with a very good idea of the outcome.

I've needed to "train" many a call centre staff member!

The thing I don't understand is: either their booking system will allow them to book certain combinations of fares, or it won't. In a situation where the staff-member says something is impossible, and the customer insists it has been done in the past, why not just TRY it and find out what happens?

This is a separate issue (laziness!) from the one highlighted by slinky and others (lack of knowledge).