It's rare that I use a travel agent, but this was the closest place to go when I needed help. I was put off at first because, despite checking their hours in advance, they were actually closed when I got there, in the middle of the morning. I waited 10 minutes, then left and returned much later in the day. I don't know what happened there (perhaps a scheduling problem or emergency, rather than laziness or maliciousness), but after my initial bad impression, the agent who helped me - Heather - was very good. I had discount codes and gift certificates and lots of tricky issues, but she handled them smoothly and quickly, and booked me a trip in my date and price ranges. If I have to use a human being instead of the internet again, I'll probably give this place another try; but it gets an average rating for now based on the pros and cons of my first visit.