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I had to cancel my trip due to Covid19. I tried customer service. They prompted me on their wevsite to allow them to call me back. Half an hour went by, not too bad, but when the call came in and pressed 1 to confirm I was the appropriate person, their system hung up on me. This was already day 2 of my attempt!! The really funny thing is I contacted the hotel direct and they insisted they had no problem canceling my reservation. So Expedia hasn't even paid them yet. They have been using my money interest free for a month now. Yet they still won't give it back. I WILL NEVER use another travel site. I will book direct from now on, like I did in the good ole days!!