I am always in favor of people pointing out that it is best not to make generalizations about people, or businesses.
Buggs - I think you have a very good point that it is about the person your are working with - not the name of the agency, that matters.
I also agree with you saying you would not book a cruise online. I always feel much better speaking directly to a representative and hearing my options. It does not take long to figure out whether or not the person you are working with is taking a genuine interest, or is just collecting a paycheck and couldn't care less about the customer.