His International Travel

Will not be booking any trips in the future through this agency.
Our trip was booked to Korea with a one-​week layover in Japan, reserved and paid for well before the tsunami/​nuclear disaster. Due to the extenuating circumstances and the time proximity of our trip to these events, I implored the agency to consider re-​routing our flight. We were told 100% refunds were given for all Japan flights up to the week BEFORE our trip. Our agent kept repeating this arbitrary cut-​off was out of their control and told me to call our carrier (American Airlines) directly and there was nothing they could do. For us to re-​route/​cancel our flight they would have to charge us $ 350.
Repeated calls to AA and speaking with managers revealed that such policies are solely up to the agency. They sell tickets in bulk (for significantly less than the price of cancellation) to the agency and it is out of their hands.
After a frustrating back and forth, we decided to take the trip rather than eat the fees. We booked a separate flight straight to Korea from Tokyo rather than take the connecting flight, not wanting to stay in Japan with our worries of radiation contamination in the food/​water supply.
A week before our return flight to the States, our connecting flight from Korea to Japan was showing up as cancelled on our online itinerary. Again, we called the agency for them to resolve this issue. He e-​mails us later that he thinks we should just call AA ourselves, since he’s not sure what he can do. He thinks we might have to buy a new ticket (!!!). I call AA and they assure us everything is OK by two separate representatives and that our ticket was not cancelled, but upon arrival at the airport a week later, we run into problems. Luckily they had extra seats on the flight and we made it home, otherwise we would’ve been SOL. We’re asked if we booked through an agency, why didn’t they resolve these issues for us? Good question.
It was a very frustrating experience dealing with this agency. You get the feeling that once they have your money in hand they want nothing to do with you, as in my experience they are extremely unhelpful. I will certainly avoid them in the future.