May very well be true and things may have changed over the last couple of years. And you are definitely one of the few instead of one of the many, and it sounds like you are someone who has alot of personal knowledge and someone that people can trust as an agent. That's a good thing. I have no doubt if a client finds you, they will be happy with their choice. Reputable agents, like you, are worth their weight in gold, as I'm sure you'll agree.
But out of curiosity I called the 800 number, got a recording, and then waited 10 minutes to get ahold of someone. Asked a couple of routine questions for a newbie and found they had not cruised before. Called back a while later, waited another 5 minutes, talked to a different person, asked the same question, got the same answer. And by the way, both people answered the phone Expedia Cruises, not Expedia Cruiseshipcenters, which surprised me.