This is my first time booking with an agent. I've seen some discussion on this, so I figured I'd share my experience so far. I was talking to Judy before the hurricane. My deposit was due right about the time that it hit New Orleans. I sent her an email stating that I knew there would be issues and we could just rebook when she was able. She called me today. Anticipating the hurricane and realizing she'd probably be out of power/communication, Judy went ahead and paid my deposit before it was due. I consider that excellent customer service, and she's saving me money on top of it. So far, my ex