Sorry if this seems OT, but is feels the conversation is drifting this way. Here's a general overview of what has gone on with travel agents.
If you are old enough, you will remember when you needed to get air tickets, you had to either book them through a TA or at the airline counter at the airport. TAs received commissions from the airlines. When the airlines stopped paying commissions, many travel agencies closed. People pronounced it the end of TAs, but it was not. However, the industry contracted significantly as people (like most FTers) were able to book online or by calling the airlines. However, as cruise lines and hotels still paid commissions (and still do), the industry survived in a new form.
When 9-11, happened, there was a huge sudden loss of work for travel for about 6-12 months. Travel agencies closed up shop. The industry rebuilt until it was arguably bigger than ever (although in a new form). As the internet expanded, more an more TAs became independent contractors to a few large travel agencies or consortia. As you have noticed, although brick and mortars still exist, there are fewer and fewer because of the overhead.
Then the pandemic hit. Most TAs spent more time getting refunds, cancelling bookings, etc than they did booking new business. Obviously not a sustainable business model unless it is not your primary source of income.
Why do cruise lines and hotels still pay commissions? Because it is cheaper than hiring their own staff! A TA who books a lot of given cruise line (and TAs do tend to specialize) can provide the cruise line with more bookings than a full-time staffer with employment taxes, benefits, etc.
Most TAs now are more like Uber drivers than employees. They have their own small business but, to get training, computer system access, training, access to consortium discounts for their clients, etc, they join what are called in the trade "host agencies." These agencies take a cut of the commission--which can be anywhere from 60% to 10% of the commission the supplier provides. The TA usually pays the host agency monthly fees as well, whether they receive any commission that month or not. Then most American TAs, they will pay about 30% of the commission they in state and federal taxes. So if the commission were $1,000, the TA, at the end of the day MIGHT see a net of $300-$400. And while they definitely have low overhead, they don't have no overhead. Computers, phone, internet, marketing, etc. Finally, many suppliers don't pay the commission until after the trip is taken. So if I book you for a 2023 trip, I will do most of the work in 2022 but don 't receive a dime until after the trip (if you don't cancel!).
So more and more agents are starting to charge an upfront planning fee. Usually, the fee is refunded if you actually book through the agent. As others in this thread have noted, some clients are LOTS more work than others. There are also the shoppers, who ask a TA a million questions, get great suggestions, and then go book it themselves. The planning fee helps stop TAs from wasting hours of time planning a trip for someone who then books elsewhere using all the information the TA gave them.
Finally, thanks to Covid in a strange way, more travelers (especially casual travelers) have learned the value of using a TA. They don't have the average of 30 hours to spend on the internet researching and planning a trip, they don't want to be scammed, or planning travel confuses them. They want someone to take care cancellations, telling them what current Covid restrictions are, handling endless airline schedule changes, etc.
Right now, industry estimates are that travel, and use of TAs, has increased to pre-pandemic levels. Obviously, some people can and should plan their own travel. Of course, those who require the least hand-holding are the ones TAs are most likely to rebate some part of the commission to. Those of you doing this great--but remember the TA is probably paying 30% of whatever they give you in taxes
Not complaining, just explaining