I recently booked a couple of CX flights with BA miles (that couldn't be booked online), and got the fees waived after I complained. I HATE having to call to book things that should be available online, then having to pay for the offline "convenience" fee. It always takes x10 as long to make the booking compared to doing it yourself online. BA has the technology to do things like openjaw, multi-class trips online (agents can book this), but for some reason, they don't have it available on their normal website.