As far as my experience is concerned I have came across many travel agencies who are misleading their customers. They mislead their customer in following scenarios

1.       When customer wants to exchange their flight tickets.(High Charge fee is applicable, not true)

2.       When customer wants to make name change. (Most of the times customer is told that name changes are not possible. Which is not true)

3.       When customer asks to assign seat in advance (it is chargeable by airline. Again which is not true) mostly airlines do not charge for advance seat assignment.