Yup, CO.O.L. is Expedia, but Expedia isn't Microsoft. They were spun off a year ago, with their own stock and their own facilities in Bellevue (not Redmond).

Expedia continues to use a service center in Atlanta that I have found to have consistently mediocre service. That remains unchanged, unfortunately.

Interestingly enough, AmEx also uses Expedia's software, but doesn't use their service center. I'm rather curious why the airlines couldn't take the same approach.