Knowledgeable and friendly agents who were willing to spend significant time to design a vacation for my wife and me. We were not sure where or what to do in England and Scotland; our travel agent created an excellent, high-end trip for us. Procedurally, during the trip the company set up an app for us with all our travel descriptions and data, including flights and site details, which was much handier than using paper printouts. I noticed and appreciated that the agents were monitoring our vacation in real time, checking to prevent problems. This is different than what we have experienced with other travel companies, who "set and forget" about us after the the trip has started.
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