I tried three times to do a flight search on Virgin America.
JetBlue just got over $1000 of my business, because their web site works.
Web sites matter, people. Site performance and search performance are two of the most critical customer-service metrics you can measure, across an incredibly wide range of retail and commercial endeavors. They're hard to do well. Which is why they matter even more than you think -- because you can differentiate from your competitors, and delight your customers.