The company I work for has used Balboa for over 10 years. I am so grateful that we have access to their incredible 24/7 service. This is not a massive, faceless call center. The agents build a rapport with their customers and truly care.
In the past 5 days I have had significant delays on 4 out of 4 flights. Balboa's agents somehow had me protected on new flights before the airline did! Last night I was able to call them and get a hotel after (again) misconnecting and avoided standing in a several hundred person line at O'Hare. I was also in San Antonio during yesterday's bomb scare/evacuation and my company was alerted and I received a call to see if I was ok or needed anything.
Earlier this year I needed to travel to London. The agent mentioned that if I stayed one additional day, my airfare would drop over $700.
Not many places provide this level of service!
I have booked personal travel direct with the airline or on the web in the past trying to save money, but after standing in long lines and being on perpetual phone hold when things go awry or help is needed - we now book all our travel via Balboa. It is well worth the small fee.