That's some really good service, Don.     My experience with the big box has been booking and the perks.  I carry an annual travel insurance policy with a section to call for travel-related problems.  Had some problems getting stuck in Australia when covid started shutting down everything, but I solved them myself so I didn't need any help with alternative travel - but the insurance paid all of the out-of-pocket unexpected expenses and Princess refunded my money for the cancelled cruis