I always found them and their staff to be ok.
I've mentioned this before but in brief, went in to a TC shop and boked a flight x 4 people to Spain last year. 10.30am Monday. At some point TC cancelled the flight and put us on a 05.15 Sunday flight They just didn't bother telling me. Bearing in mind I booked my own accommodation after securing the flight going the day earlier was not on. . When I found out I went back to the shop who knew about the cancelation but said head office had all the booking details and should have told me ! I asked how many people were likely to find out with only a few days notice when they were checking in, she didn't really answer.
As a note to that, there were 3 staff in the shop and I was the only customer on both visits but they wonder why they lost money.