pretty much whatever JDriver said about them being in a hurry, etc. Some put you on hold forever, or some that transfer you to an unlimited hold line, etc

Now I just go online, search the best fares, and book directly. I've used itravel2000.com as its a Canadian/Ontario site. Travel agents confirm almost the same or little more usually anyway.

Travel agents are now just for cruises, or for specific airlines to specific countries where not many airlines fly to. Partly due to the fact that those carriers do not have any agreements with other carriers and are not part of any alliances, etc.