I booked a trip in December for my daughter and her fiancée, who live in the UK, to fly to Denver on June 29th through Expedia. On June 24th, my daughter was diagnosed with cancer and advised to start a drug and radiation therapy immediately. She contacted British Airways and they said since the ticket was bought through Expedia any requests would have to come through them. I contacted Expedia and was emailed a fax number, with a cover letter example saying what kind of information they would need. My daughter spent the next day getting documents from her doctors, scanning and emailing to me. I then filled in the fax cover sheet and included all the documents (lots of confidential medical information) and faxed to the number given. Several hours later (2:00pm), I called customer service to see if the fax was received and was told that it was, but it was late on Friday so I probably would not receive an email until Monday. On Monday afternoon I again called and was told that the fax was received and that I just needed to be patient. I was also advised to go ahead and cancel the reservations so that there was not a no-show fee. I tried to be patient as advised, but finally gave up on receiving an email and called again on Thursday, July 1st. This time I was told that the fax number that I sent the fax to was no longer right and that the fax had NOT been received and was given a new fax number to send it to. I ask for an email and tried emailing the document, but received a reply to fax to the new number which I did. I then received an email saying that the refund request for her fiancée was refused by the airline because he did not fall under their “specified relationship” requirement (although the letter from the doctor explained that he was required to be present as her primary caregiver). I have called countless times to request a copy of the decision from British Airways so that I can protest this, but never have received anything further. I have spent over 12 hours on the phone with customer service just trying to get a copy of this decision and three times after being on the phone for nearly an hour my call was transferred to a totally different company (Social Security hotline, a credit card company and a mortgage company). I also still have not received any decision on a refund of my daughter’s ticket. Every time I call I have to talk to a different, random person and start all over again on explaining everything. I am totally frustrated! I book a lot of travel for other people for my job and have used Expedia frequently, but never had to contact their customer service before; now that I have, I am spreading the word that Expedia is NOT a company that you want to do business with!