I have been using the same Viking agent for almost 5 years. He has always fought for me and resolved favorably getting additional discounts, advice on dealing with Customer Relations, rebooking to get promotions without changing changing cabins, etc. There is no difference in “taking sides” as, using your logic, the TA also needs to work for Viking to earn his/her commissions. I have referred a few people who gave up their TAs to use my Viking agent.