I think people get a bit confused on what an "agent" is. James Cargo, the agent for BA at Heathrow, is simply a company that takes your pet from BA and transports them to the ARC. In this reference, an agent is not a pet transportation company (like UKHillbilly mentions) who handles all the paperwork and sets everything up for you. So, just as Equestrianerd said, BA does require an agent, but in my experience (in late 2009), you never had any contact with them except faxing them a piece of paper. BA Cargo will organize the pick up of your pet by James Cargo for you. You will not need to make two seperate reservations.