This company qualifies as legitimate, but the ethics in management are extremely low. I worked for them for just a few months and was eventually unlawfully terminated because I refused to be mistreated and abused. The owner, Tom Horstmann, is a stingy, self absorbed, and ultimately has low moral character.
While booking on this website, be extremely careful that you know exactly what you are booking. If you call in, the individual agents will do all in their power to help and actually assist you (I was one of them), but ultimately, if there is any problem or change at all, it is out of the agents power to do anything. Any decision that must be made goes to the owner, who will do nothing to assist, go as far as berating you, hanging up on you (especially if you are the type to get angry with bad service), and ultimately charge the crap out of you.
All the man cares about is getting your money. Therefore, if you book something and nothing goes awry, you will have a nice trip and he will be happy. But if you need anything special, or something comes up and you have to cancel? Get ready for a bloodbath.
What kind of business charges more for cancellation than the $ from the original booking? He has no reason to work with you, because if you cancel, he comes out ahead! Ideally everyone would book then cancel! He'd be making better than 5% more.
In addition to the customer service black holes that appear, what kind of employer promises a raise and then "forgets?" What kind of employer does not provide benefits, but does not pay more to compensate? What kind of employer fires his top producer for not liking him, then lies to the employment office about the circumstances of the termination? I was one of six people and was booking 40-50% of the business consistently after only a few months, reaching "all time booking highs" and the man wouldn't let me waive a single cancellation fee or make one independent decision.
In regards to the way he treats customers, I have written proof (emails), and have records of the entire termination and how it came to be. If you are interested in seeing it, I would be interested in sending it.
This guy cannot continue to succeed in business the way he is doing it. He is unethical and strives to get the best of people so he can feel smarter.