My RM was great in using BA GUF2 voucher and provides me quick quotes on whatever I need. They've proactively applied the free airport transfers without me asking etc. One e-mail and passengers are in and flight is issued. Also I have recently had quotes on flights which were cheaper than anything I could find online - some random fare bucket/offer. To be fair it doesn't happen often, but it did, so I'm pleased. Also had the same for hotels. I like to mix fare buckets and some directions in first/business/coach, and this is where it works well. I've also had them reprice hotel stays to check cheapest options when another offer comes up. Generally a decent experience. Sometimes online is a lot cheaper and that's fine too - not unexpected. Again, may be I am lucky, maybe I'm more tolerant, but I know what to use and when and between Amex, TenUK and my own booking/research I get what I am looking for most often. I only wish they could hold flights longer than 24 hrs and that it wasnt such a long process to get through on the phone with card details etc.