They seem to be ok until a refund is involved. The flight I was supposed to travel was canceled by the airlines (British Airways) due to volcano. Since I couldn't postpone the travel, I wanted to cancel the reservation and use Emirates that wasn't impacted by the volcano. I contacted BA, and they said travel agencies must refund the entire amount if flight cancellation was caused by nature. But, Mr. Sood wouldn't budge and deducted $125 for each ticket. Not only that, he was very rude (this in spite I having had business with him for over 10 yrs).