Way of the world I'm afraid, E-Mail & Apps, cashless shopping. A recent EZY trip of mine was cancelled (no fault of the airline I might add), swiftly customer services had me booked on the rescue additional flight and kept all up to date via txt message & push notifications from App.
Fully explained that as this was outside their control I could sort out my accommodation or local agent 'might' be able to assist but they would not pay.
In my opinion much better than 100 people depending on a local ground handling agent and hours of stress.
Of course if I would have booked via travel agent to get my old faithful paper documents I would have had to go done that route anyhow.