The most frustrating thing is now the site is extremely slow at EVERY PAGE, EVERY CLICK overloading the images and graphics... am I on an airline's website or am I on Expedia with so many cars, hotels, skyclubs up sell?

Did Delta hire consultant firm/external marketing agency to do this? I work in the digital marketing and search industry and found most times agencies don't know what's going on but they have the backup from the top mgmt, they have to learn/research everything from the beginning and tell you what you already freaking know, lots of user interface experts recommending the most cumbersome design and takes forever to do anything so they can continue to milk the client...your actual employee know what's going on and what needs to be improved but they got no power to execute on any actual customer concerns on the web, website update is a lot of arm wrestling between business unit, marketing, digital marketing, IT, multiple agencies.