My D in L is the Manager at a local independent travel agent.
It does matter who you see, how busy they are, and if it's nearly time to go home.
The Manager should handle attitudes, some do, some don't, or it may be the managers day off.
Advantages of an agent, less mistakes. They do make mistakes, but they also sort you out if you are stuck in Japan with a missed connection.
Greater knowledge of destinations, again if you get the right agent.
Her agency will book pretty much anything, train,coach, plane, or a combination of.
Many old people use them, some just call for a chat.
They also have cheap private airport transfers. I pay £70 return taxi. £45 return Travel agents own licenced vehicles.
I use both methods, but If spending a lot of money I'd go through an agent.
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