I gave up on a travel agency two years ago and I gave up on phoning the airlines a year ago. With all the various online bonuses available for purchasing tickets online, I have purchased most flights this way.

Since I live in a fairly large metropolitan area, I also have a building about 2 miles away that has the city ticket office for 6 airlines. So...if I have a discount coupon or need to ask questions, I drive to that office. I made friends with one of the NW city ticket office staffmembers and she always finds the best seats for me, etc. I even get a nice Xmas card from Northwest thanks to her each year.