Unfortunately booking in the UK is not a great experience -- even with my RM. I've had my name misspelled on airline tickets, the wrong month booked, and frequent inaccurate and/or poor understanding of promos. To keep this on topic, in the case of my BKK booking, I even had to educate my RM about the meet and greet benefit and ask her to apply it. She had never done it before so this took a while! So, yes, generally for the UK, self-service is highly recommended unless you have an incredible RM or get lucky with the CSR pool. :-(