in the UK anyway, the agents already made next to nothing on an economy seat (a couple pounds) and then British Airways reduced the rate of comission they give to the agents to 7%. Well, over here a ticket to NYC in low season could be something like £250. So, the money made off that seat barely covers the labour involved. It is hotels, car rental and especially travel insurance where the money is made.
Remember, that whilst online reservation systems are good it doesn't stop human error and people who simply don't read the rules of the fare. When we were setting up ebookers a good portion of my day was spent calling up people who didn't read the rules of the fare and attempted to book something they couldn't have. There is a place for trained professionals.
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