A travel agent represents the cruiser and can mediate if a problem occurs.
Since the CC that works for the cruiseline , they are restricted as to their
authority for dealing with problems.
I personally would always use a TA , more personalized service.
SS Ithaca , Volendam , Mariner of the Seas (x2) , Veendam , Coral Princess , Island Princess (x3) , Emerald Princess,Sapphire Sapphire (x3),Diamond Princess