The CTOs were great. The agents knew all the ins-and-outs and would move mountains to help frequent fliers. Sadly, technology made them irrelevant. There was something exciting, even glamorous, about the CTOs with their airplane models and exotic travel posters. Here in Washington DC, I think there's only one left (ANA), and I wonder what they still do. AA still has a couple CTOs which I understand exist to mainly process cash sales for flights to Haiti.