Originally Posted by
srbrenna
They waive the fee if the booking genuinely can't be done online. I had to book an open-jaw 241 a few years back that was not possible to do online and they did not charge for booking over the phone.
You were probably lucky or they have changed the rules. The current rules are that they will only waive the fee if it should be possibile to do online but cannot be done due to a technical fault. I have always had to pay on 241 and MFU open-jaws.
As I said there is a lot of confusion about this rule both from pax and BA call centre staff.