@Paxboy has one thing dead right: integration of computer systems is vital.
I wouldn't be as sure as some people that internet booking means the end of f2f travel agents. I've booked it all myself, and I've used travel agents: I've been royally shafted by an allegedly top-end agent, who was just a fast-talking sales monster, and I've gladly paid a bit over the minimum for good service from a competent travel agent. Many people still like to have a travel agent they trust and can talk things over with.
There is a lot more to a commercial concern than what shows up in a balance sheet. Truly, it is the knowledge and networking of staff, the established channels of communication and trust, that enable a lot of business.
Probably personal travel agents will become a bit niche, and will need to work with online sales, rather than simply in opposition to them, but it's not beyond the wit of good managers to make that happen. As for this case, who knows?