I had an issue with a hotel. A hotel charged me for a room cancelled within the free cancellation period. The hotel didn't want to reimburse me so I contacted expedia. In their emails they kept repeating the same thing which was not a solution to my problem (I had the feeling that they didn't really read my emails). Then I called them. The agents on the phone were very kind and seemed like they are trying to help. It took 3 calls to finally find a solution but at least they helped me in the end. I got reimbursed by expedia. Satisfied with their customer service over the phone.