They cited numbers, and I tend to believe them. Particularly for certain segments (like cruises). We booked a cruise in 2011 and it most definitely required an agent. There are just to many options and to much to weed through, the agents (who are free for me to use even) are just too easy for such a vacation.

I'm not even sure this is something that needs to be disrupted. My experience with actual people for booking these things has been fantastic. It's low stakes and relatively easy...I'm not sure online is better.