My company is stuck with a useless one too. They add ~£7 to the fare that I could do myself online. The major issue I had with them was a few months back I needed to push back travel by three weeks. It should have been the £50 and the fare difference, but off course their fees came into it as well. I At first I was told it was just the £50 fare difference, but when the confirmation came, I was booked on a HBO fare. I complained and then I was told that fare is dearer £50 change fee plus £68 fare difference. Suddenly there is a rash of credit and debit notes on the system and my card. Some netted off so they didn't put the card transaction through, but it still came through on Concur. I had to spend 3 hours trying to sort out what was going in as I ended up payin £138 in the end. The difference was because they charged me fees each time!!!

Our company T&E threatens sacking if we don't use the company appointed travel agent. Even though we're a global company, we don't have a a global travel agency. Some of my colleagues just book direct with the airline and hotel. Much better. I've asked if we get a kick back on annual travel from the agency and all I got was "I think so" from procurement.