A point of information, calling BA gold line this morning I was asked by the UK agent if using my first name was OK, so perhaps the global script has changed and it's not just the remote call centres.

I was more relieved that the gentleman agent successfully completed the return leg of a 2019 caribbean booking on a 2-4-1 without a) trying to charge me and b) noticing it was Mrs Firstlight's 2-4-1 in the first place and she should have been doing the booking not me...
oh, and c) getting in there before [MENTION=271280]T8191[/MENTION] did