Winning Business With a Good Web Site

I just now this morning had to book a short little trip within the Pacific Northwest. There's this regional carrier called WestJet, and they got my business, among other reasons because their website is done right while the competition's are lame and irritating.

You put in the two cities, it gives you a really comprehensive list of all the flights going there and back (some of them have “Web Special” prices on them), you pick the two you want, it gives you the fare, and in two screens and maybe three minutes, you're done.

The competition made me choose the time of day in advance and gave me prepackaged there-and-back itineraries to choose from (none of which worked), and was painfully slow, and on one of the screens the destination city just wasn't there. What's wrong with these turkeys?