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I would give this service 5*, but as I was overcharged and had to pay $6000 instead of $5400, I'll give it a solid 4*. The issue was solved without too much fuss, and I didn't have to pay the difference anymore. I guess this is just bad luck.
I left my phone number to get the quote for my flight from JFK to FCO and got an instant call back. It was a pleasure talking to one of their agents (sorry, I don't remember his name). Once I got the quote, we started building the itinerary. I am pleased with how it turned out. The price is nice too!