I've been using Expedia.com for years, and NEVER will again for ANY reason. My mother received word that her best friend of 30 years had weeks to live, and bought a ticket using Expedia, including the "insurance" due to the delicate circumstances. Tragically, her friend passed before she could get there. When she tried to change her ticket so she could attend the funeral, she was told she'd have to purchase another ticket (over $500), and then IF she was approved, they would process a refund for the additional ticket - it would only take four weeks. She can't afford to purchase another ticket - which is why she bought the "insurance" in the first place. She spent over an hour on the phone (40 minutes of that on hold) with Expedia trying to resolve this, with no luck. I'll be letting everyone know about this company and their smoke and mirrors, bait and switch tactics.