I have used this travel agency for quite some time now to book travel for many people in the firm that I work for. The travel agency works through email as well as phone so they can always be reached. If the immediate agent that you are working with is out of the office, you still will hear back in a guarenteed time of two hours, that's incredible. Two ladies hand delievered my statement to me from Kirkland and came to introduce themselves. They are a very good firm to work with and have many bubbly agents. The only downpart would be the service charge, but how else will they make their money?!