I've had the same TA for the last 30 years. She is excellent. Through Covid we had multiple cruises cancelled, most by the cruise line but a couple because we tested positive before the cruise. She handled all of the details with the cruise lines. She dealt with the FCC's to have them applied to a future cruise (we are booked in June for Norway for the 4th try, 2020 and 2021 cancelled by the cruise line and 2022 cancelled by us due to Covid 5 days before we were to leave - she took care of everything). She takes care of price drops, questions etc. and rebates some commission as well
I'll take my TA over booking direct but to each their own