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Comments about Itasoftware.com:
I love this site - I always look at this site and kayak to check flight prices. It's particularly good if you are doing more complicated routing, i.e. open jaw or multiple stops or leg or stopover. You can set your search parameters by doing an advance search, there you can put in all your criteria including you are searching for a particular airline who flies the route (in order to maximize mileage) and where to transit.
I recommend this site to a lot of friends who has trouble looking for flight tickets - this site is particular useful for destinations that are less popular. They all love it and they found what they want from there.
The site is not a travel agent - therefore you can't buy your ticket there, you can print out the information and bring it to your travel agency to ticket it for you. The prices they quote are fare for the actual ticket, i.e. minus the fee that travel agent charge.
However, not all the database for all airlines are updated. For example, I fly Turkish Airlines a lot and their database on ITA is not updated. So even though I saw a cheap option from Turkish Airlines, the fare is no longer there if you are trying to book it.
Ease of Use
Easy to complicated - it's your choice. That's the main beauty of this site.
Great features - you can choose how you do your search, and since it's not a travel agency they don't display the result according to which airlines paid them the most.
Haven't dealt with them so I can't comment on it.