The agency owner in the video was obviously going through some angst over this, and no doubt the financial and public relations damage is really endangering her business.
I know a man who booked a cruise from an agent (one person agency) and he foolishly paid the cruise deposit with a check made out to the agency. This was about 12 years ago. She was not a crook, but she did have a mental breakdown a few months later and entered a mental hospital, leaving her business flapping in the breeze. Of course he didn't know it because the cruise was still months away. He found out by accident and by then his deposit was tied up in the mess. He eventually got it back but not without a lot of effort and wait.