The introduction of the web certainly has diminished the personal touch and quality of service in the travel industry. The web has also eliminated a go to person when something goes sideways.
We have continued to use Charlotte and Bonnie at Sundance Travel for both personal and business for over 20 years. With the chaos that occurs in travel....missing a flight, being re-routed, hotel issues, etc, Sundance is available 24 hours a day to handle any and all last minute changes.
Thank you Sundance for making our travel experience, in a web based world, so personal!