"The most robust experience you should have in that transaction should theoretically be our Web site," Hauenstein said.

Theoretically, yes, but not in reality.

If only delta.com revenue booking engine was fixed (it realy seems beyound fixing and seems to need a complete overhaul - and DL has just what it needs for that, nwa.com and PARS, yet refuses to use it), then more pax would book through there. But, until it's fixed or replaced, the above statement by DL Rev Mgmnt will remain so very true and it will be only theoretically a good idea to book on delta.com, but not in reality - given that one may end up paying more, may not get an optimal selection of flights to choose from, or simply may be unable to complete the booking.