I totally disagree, you will never understand if you don't like to understand. If you try tonipen your ears and listen carefully without so much objections in mind, i bet you will understand. If you are a frequent flyer, you will know that these travel agencies has no control of the policies of the tickets, as they are implemented by airlines. And when you book a trip online, either from travel agencies or airlines websites, you will be informed of the policies. I bet you know how to read and understands simple english word, like non refundable right?