Fine staff, aggressive up-selling software
Prompt, expert service, agents are clearly dedicated to customer satisfaction. That said, your business model does diminish the customer experience in one big way: the software at the final ticketing and confirmation stage aggressively and rather sneakily defaults to a selection of very expensive add-on “insurance” options. If you’re determined to retain that last minute profit booster, ok, but at least set the default to “ no thanks.”