We always use them because they do things quickly and efficiently and don't charge for preparing preliminary itineraries like some travel agencies do (what hide!) They always try their best to help. Once we wanted to get on a certain flight because the date, time, price were all right but all seats were taken. Thanks to them, they had tricks of the trade that got us on that flight (after several tense minutes)! Very clever indeed! We like people who don't give up easily, and who know their job inside out! They are also members of Fly Buys so we always get points when we book through them.