I use them. However, I've never really dealt with them online at all, and call and talk to an agent. I've always dealt with one specific agent there, so she's gotten to know me over the years. I've booked all my cruises for the past several years through her, and my parents also have (I actually started with her because my parents had been happy with her service).

I don't know that it's appropriate to post her name here, but if anyone wanted it, I'd be happy to PM her information to you.

But it's very easy to talk to a real person there, and as far as I know, they're completely based in Houston, so you're dealing with people there.