ComplaintsforEF Go Ahead Tours

• Initial Complaint

  07/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 26, 2023 *************************** and I booked a tour with EF Go Ahead Tours. When we booked our trip, it was with the understanding Riki and I would connect either in *******, *********, etc. and fly together to ****** and together returning from ******. This was strongly conveyed to the representative prior to agreeing to the tour. We both made it clear the final payment would not be made without confirmation that we were on the same flight. The team member was very rude when I asked for a supervisor. It took EF Tours 53 days to get it corrected. The first attempt included an additional fee of $760 each and I would have to purchase another ticket to **. Even though the tour included airfare from your home town. The 2nd attempt had us returning on different flights. The 3rd attempt was after I cancelled our tour. Based on their extremely poor customer service and that they did not comply with our agreement, I asked for a full refund of our deposit and *************** I looked up flights and there were many we could have connected on. We were very concerned, based on our experience, that our hotels, train rides, flights between countries, etc. would not be handled. We spoke with *****, *****, ****, *******************, ****, ****, none were helpful. We kept getting the same "canned" response. Evidently their aren't any supervisors on staff. I included the executive officers in my email complaint, and they came back as "rejected". Not sure what that meant.

  Customer response

  07/30/2023

  I have not heard from the business in response to my complaint.

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a group tour of Europe with EF Go Ahead Tours (costing $6,772) under the guise of traveling/flying together as a group. My flight itinerary were listed as having 2 layover flights in 1 day, across 4 countries, with brief layovers. None of these flights were with the rest of my group. I called EF to express concern about this flight itinerary, and the receptionist interrupted me saying they couldn't help with this issue. I have called EF several times, and they have taken over a WEEK to send a confirmation email for an alternative flight (that I searched for myself)! EF would not cover the cost of the flight and tried to charge an ADDITIONAL $1,275. I wanted to cancel the trip entirely, but but due to it being 9 days before departure, apparently according to their "contract" I would only be eligible to get 50% of my money back even though I purchased an insurance policy. EF purposefully WASTED days getting back to me in case I decided to cancel entirely which would thus result in me losing 50% or more of the thousands of dollars I have already paid. EF says "your request has been placed as a priority" but every request takes 5-7 DAYS to even get an email request! I searched the exact flight the rest of my group is taking, and turns out there are over 15 seats STILL available! Why I never booked on this flight ORIGINALLY with everyone else is dumbfounding. When I called EF requesting to be booked on this flight today by the end of my phone call, the receptionist said he "couldn't do that" but that my request was a "priority"and when I requested to speak to his Supervisor, he said "I am not able to directly connect you to a Supervisor over a live line." Then, later on EF sent an email saying that I could be added to my Group's *original* flight itinerary (the itinerary my roommate and I should have been booked on IN THE FIRST PLACE), but for an ADDITIONAL $1,884!!!

  Customer response

  07/17/2023

  I have filed an insurance claim against EF Go Ahead Tours. I have not yet received any response since submitting the insurance claim. 

  

  Business response

  07/25/2023

  Hello ******, 

  Thank you for reaching out to us on the Better Business Bureau. We want to start by apologizing for the frustrations created from your original flight itineraries and we are so sorry to hear that you had to cancel your tour the day of departure due to your family emergency. We sincerely hope that everything went smoothly and that all is well now.

  Upon a deeper look at your case and speaking with the managers you worked with prior to your tours departure, we do see that our groups department was successful in getting everyone in your group on flights together, with the preferred itinerary, at no additional cost to any of the travelers. We do apologize for the time it took to get this done and the aggravation caused by the first consideration of assessing the rebooking fees to the travelers. We are so glad that ultimately,we were able to make this right without any additional fees to anyone in your group per the communication you had with one of our team members on July 6,2023.

  Regarding your cancellation,our records show that you did end up canceling your tour due to an unrelated personal family matter on the day of departure rather than due to this flights concern as you mentioned. The communication on your file shows that you are intending on filing or have filed a claim using your Trip Protection Plan to cover the fees associated with this cancellation as outlined in the Terms and Conditions you agreed upon on January 16, 2023. Please continue to let the Senior Team Member you have been working with know if you need any additional support documentation for your claim or assistance.

  In Gratitude,

  EF Go Ahead

  Customer response

  07/27/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  I will agree to nothing until I get a full refund, especially for EF Go Ahead Tours' attempt to extort me out of $1,884 for THEIR own error. EF Go Ahead Tours deliberately waited until the last minute to resolve what they did. 
  Regards,

  Lauren

   

   

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  EF Go Ahead Tours Lake Como, the ************************ Total Cost $4,000.00 (no airfare)May ***** 2023 The main reason I booked this trip was for the *************** (staying there for 3 nights). This area is called the ******* region and sits right on the Mediterranean. I have been there a few times before and was looking forward to returning.About a month before the trip departure I called and asked Go Ahead what's going on with the *************** (i.e. why haven't they posted the hotel for this part of the trip). I told her this usually happens about a month out.I was told "We are still syncing-up". I replied "I didn't know what that means". She really didn't have a clear response and I felt I was lied to. I told her I believe the reason Go Ahead has not posted the hotel was because they didn't have one. Again her response was vague.I called once a week for the next 4 weeks until the day of departure. And every time I called I got the same answer "Sorry, we're still trying to sync-up". Note: At this point it is one week until departure. I was seriously considering backing out but decided to go anyway.They finally posted the hotel and many of us were freaking out because it wasn't even in the ******* region. It was the next province over called *******. This meant that we were not staying anywhere near the ***************. This seems like a breach of the contract I had with Go Ahead.Once the tour started and we finally got to Day 6 (supposed to have hotel in ***************) and arrived at our hotel in town called Forte deli Marmi. It was a major disappointment. Not only were we not on the *************** (hence, the name of the tour) but the hotel was located at an off-ramp of the freeway. There was no town nearby, nowhere to go get food or anything.Also, there is another important issue about two different (optional) excursions in which many of us people were denied the ability to book while on tour.

  

  Business response

  07/17/2023

  Hello ******,
  
  Thank you for contacting us here on the Better Business Bureau. I want to first thank you for your continued travel with us here at EF Go Ahead as I see this was your seventh tour with us. I am sorry to hear that this tour did not meet your expectations compared to your previous experiences with us. Your frustrations prior to tour concerning your hotels, I am sure, were compounded by the realities of the accommodations provided upon your arrival to the region you so looked forward to returning to. I know that our Operations team works hard to stay within our showcased hotels however sometimes when destinations like this are in their peak season as this region was while you were traveling, securing enough hotels rooms can be especially challenging and sometimes impossible. I do see that you are actively working with one of our Senior Customer Loyalty and Engagement team members and have been offered compensation for the impact this had on your overall tour experience. I also see that the Senior Team Member is working with our operations team to gather more information concerning the optional excursions in question. I encourage you to continue working with this team member as she is going to be your best resource and advocate to resolve these matters. Thank you for your ongoing patience and understanding as we work diligently to come to the best possible solution.
  
  In Gratitude,
  EF Go Ahead Tours

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 2 traveler excursions from EF go ahead tour to ******, ***** ****. Travel dates Feb 17, 2023-Feb 27, 2023. to which we payed for Trip protection $399 per traveler. due to incorrect return flight information provided by *******************, EF go ahead on tour guide. We missed our flight back home. We had to pay out of pocket for new flight tickets plus pay for meals and 1 hotel night, total $1,821.82. After Submitting a claim form to Seven Corners travel insurance company our claim was denied. it was stated as follow: "Trip delay was listed as missed flight due to incorrect information provided by EF tour guide. Your policy is a named peril policy...It was determined that trip delay benefits do not apply... therefore your claim has been denied". After contacting EF go ahead tours they refuse to assist me with the denied claim and directed me to deal directly with Seven Corners as to which I have submitted an appeal for the claim denial and I'm still awaiting a response. I also filed a BBB complaint against Seven Corners and I'm still awaiting a resolution.

  

  Business response

  06/29/2023

  Hello *******,
  
  I first want to thank you for taking the time to reach out to us here on the Better Business Bureau and want to apologize for the stress and frustration you experienced both on your return home from tour and after receiving your determination letter. When looking at your account there are a few variables we will need to discuss to come to the best solution possible so a member of our Customer Loyalty & Engagement team will reach out to you to gather a few more details concerning your filed claim for an appeal or to determine an alternative resolution. Again, we are so sorry for the distress this whole ordeal has caused both emotionally and financially and look forward to addressing this with you.
  
  In Gratitude,
  EF Go Ahead Tours    

  Customer response

  11/01/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  July, 2023 I reached out to you(BBB) regarding a complaint and request for refund from EF Go ahead tours. Our flight back from our Feb 27,2023 ******, *****, **** excursion was delayed as we were given the incorrect return flight information from EF go ahead tour guide *******************. Our tour package included travel safe insurance coverage. I had been denied a refund by seven corners the insurance company to which I appealed. July of 2023 I received a response from EF Go ahead tours that I would be receiving a refund for the trip expenses as covered by the insurance plan as it was EF Go ahead tours guaranteed that they would return us safe back home. It was EF GO ahead tours fault that caused us to miss our flight back home. I was told by EF Go ahead tours that I would be receiving the refund as I submitted documentation of all our expenses caused by our delay for a total of $1821.82 dollars. I was told it would ***********-8 weeks to receive the check in the mail. As of today 10/27/2023 I have not received anything in the mail. I have also emailed EF Go Ahead tours for an update and also have attempted to call them and I have not received any answers. This is a follow up to complaint #******** filed with the BBB against EF Go Ahead tour. My settlement request is that EF Go Ahead tours delivers on it's promise to reimburse me. 

  

  Business response

  11/08/2023

  Hi *******,
  

  Thank you for reaching out to us on the Better Business Bureau platform. I hope you receive the email earlier this week regarding your claim. We apologize for the extended delay in processing your compensation related to the missed flight during your recent tour. I completely understand the frustration and inconvenience this delay has caused.
  

  We wanted to confirm you saw our update emailed to you on the status of your refund. The necessary steps have been taken to expedite the process, and I'm pleased to inform you that the compensation check has been scheduled for dispatch. It should reach you within the next 3-5 weeks via standard mail. Please rest assured that your compensation is a priority, and we are doing our utmost to ensure it reaches you in a timely manner.

  If you have any further questions or need additional assistance, please don't hesitate to reach out. Your satisfaction and peace of mind are important to us, and we're here to support you in any way we can.
  

  Once again, we apologize for the inconvenience caused and sincerely appreciate your patience and understanding throughout this process.

  In Gratitude,

  EF Go Ahead Tours

• Initial Complaint

  06/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was on a tour where we did not have hotel rooms reserved for the first 3 nights. We were told we were staying at ******** Blu but this did not happen. The trouble cost me money, sleep, and precious vacation time. My biggest problem with EF starts 3 weeks before we left for the trip. I asked 3 SEPARATE TIMES for my confirmation number with ******** Blu, as I was coming a night early and I wanted to stay in the same room. I was told they don't have numbers but they should get them as we get closer to the trip. ************ said they couldn't look up my reservation under my name, my husband's name, or EF's name and they needed a number. The day we left EF still couldn't give me a confirmation number. How did 3 separate agents miss the red flag that the whole group's reservation was messed up at ******** Blu? We paid $70 extra to stay at ******** Blu instead of a larger Airbnb 5 min walk away so we could be in the same hotel 4 consecutive nights. As it happens, we spent those 4 nights in 3 different hotels and I slept TERRIBLY on hard mattresses all nights except our night at ******** Blu. Not only did this cost me $70 personally, in addition to the profit EF now kept from what we paid for ******** Blu and what they paid for a 3 star hotel, the time wasted was over 6 hours over 2 days of our previous time abroad. This means we didn't get to do certain items on EF's advertised itinerary. The first full day in ********* we rode around on the bus in traffic for 3 hours instead of shopping in the souks and seeing snake charmers, as we shuttled people back-and-forth. I tried to work this out with EF but they offered my $200 in CREDITS, which are useless because I would never travel with EF again. I know for a fact that the difference in rooms was much more than that, therefore, EF is profiting off of our bad circumstances, which is simply unethical. I just want the difference in hotel costs between ******** and where we actually stayed plus the $70 I paid out of pocket.

  

  Business response

  06/21/2023

  Hello *****,

  Thank you for contacting us here at the Better Business Bureau. As you discussed with one of our Customer Loyalty and Engagement team members, our hotel standards promised to travelers are 3- to 4-star hotels; we do not  guarantee any 5-star hotels. The two hotels that the group was moved to are within our quality standards. All travelers pay a flat rate for their hotels through us so the price we pay is an unchanging, contracted price that does not always match the price displayed on the hotels' website and can be either more or less that what is independently advertised. While we will not be offering further compensation, we have already made the exception to make your Future Travel Vouchers transferrable to use with other EF products, such as *****************, or to another person if you do not want to use them yourselves. We will keep your vouchers on file with us if you do decide to use them in the future. We do hope to see you traveling again soon, be that with Go Ahead or not. Thank you again for reiterating your concerns with us here on the Better Business Bureau as customer feedback is the cornerstone of our decision making when addressing changes to policies, itineraries, vendors, etc. 

  In Gratitude,

  EF Go Ahead Tours

   
  

   

   

  Customer response

  06/21/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  First of all, this response in contradictory to the response via email which stated that one of the hotels DOES NOT meet EF's minimum standards.  That is the reason I was offered a voucher that will go unused as I am not comfortable with travelling with a company that I now know to behave unethically.

   

  More importantly, the ethical thing to do would be flow the savings to the customers when EF ends up paying less for a lower quality hotel than was planned.  I feel like I was robbed of sleep, vacation time, and comfort and EF is PROFITING from that inconvenience to me.  This policy actually encourages EF to have issues with higher quality hotels, waste vacation time of customers, and book them in uncomfortable hotels because they will get to pocket the difference in costs.  This is fundamentally wrong and unethical.  It is EF's fault that they did not realize our hotel was double booked when I gave them 3 chances to realize this ahead of time.  They are not taking responsibility nor doing the fair thing of reimbursing the amount the planned on paying for hotels and the amount they actually paid for lesser hotels.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  06/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  First time using this company and I could not log in to the app to update my name and now they are trying to charge me almost 2000$ to do a name change. After contacting the Airfrance, ********* told me that all Go ahead has to do is contact the Airfrance and do a name change and there is no fee for the name change but I guess Go ahead is just trying to take advantage and charge us for everything we have. Also on Go Ahead's website it states that if there is a name change there would be a $75.00 name change NOT a almost $2000 charge.I have told Go Ahead if we could do a three way call with Airfrance so we can take care of this and Go ahead refuses to cooperate with my simple request. Why? because they are trying to just over charge me for something that can be easily be taken care of with Airfrance over the phone. The only solution Go Ahead offers me is to cancel the trip and loose more than half of my money.

  

  Business response

  06/21/2023

  Hello *********************************,

  Thank you for contacting us on the Better Business Bureau. We are sorry for the frustration and miscommunication you have experienced due to your flights and ticketing issues. Looking at your account it appears that this was addressed and seemed resolved on May 30th, 2023 however seeing that this is ongoing at this point we will be sure to have a team member reach out to you immediately to ensure a smooth connection to your tour. Thank you for your patience and understanding as we work this all out. 

  In Gratitude, 

  EF Go Ahead Tours

  Customer response

  06/21/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I am not satisfied with the resolution Go Ahead has offered. So I called your office this evening to see if there was an update and the representative I spoke with said she does not now where you got the date of May 30th. The representative informed me that my in order to update my name I have to pay over a $****. She said that I should not have called Airfrance. ********* has told me that even with with an agency they can simply change the name and we do not have to pay for the name change. I do not feel its right or fair for anyone to have to pay over *********************************************************************************************************************** directly at **************. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business response

  07/11/2023

  Hello ********************,
  
  I have been able to connect with our flights department as well as the Director of Customer Experience regarding your case. Because we request all passport details including the correct spelling of passport names by the Tour Finalization Date (for your tour, this was 70 days prior to departure) and received updated information from you just 46 days prior to departure, we already paid the airline for your reservation in full and confirmed your itinerary with the incorrect name; at this point we are subject to any charges applied by the airline for making a last-minute booking. The reason changing the name on the booking is not possible without purchasing a new ticket is because this is a code share booking. Meaning, one airline sells the flight and another airline operates the flight. Because of this, as a third party booking service, we at EF Go Ahead Tours are not able to make the changes you have requested. It is unfortunate that the operating airline misinformed you not taking into account this code sharing status. I have reviewed the fees and transactions and can assure you that the charges incurred for the new ticket are strictly through the airline and Go Ahead has waived the standard $75 service fee for you.
  
  To prevent any future errors please be sure to reach out to us before your tour finalization date through any of our channels such as the Go Ahead mobile app, our website chat feature ***********************************************************************************, calling in to our Traveler Support team at ************** (we are available weekdays 9 am - 7 pm EST and Saturdays 9 am - 5 pm EST), emailing our Traveler Support team at ******************************************** messaging our service department ****************************************************************, or contacting the *********** on our website. We are sorry for the frustration this situation has caused but hope you and your group have an amazing time in ******. 

  In Gratitude,

  EF Go Ahead Tours

  
  

  Customer response

  07/11/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I am not satisfied, as i tried logging on the app, website, and tried calling to get this fixed before the date. I kept getting the run around and until Go Ahead finally called me and told me I HAD to update my information and the person sent me an email with a special link I was finally able to confirm my information. One other thing is that we all had to log in to confirm and check off our correct name DOB etc. Meaning if I i didnt check that off or confirm that that was my correct spelling, Go Ahead should have not bought the ticket until I had logged in to confirm that. As all other family members that are going were able to log in and confirm their names.  Again if I didnt confirm my information, or terms and conditions. Why would yall buy the tickets? Why wouldnt yall call, email or reach out to me earlier to make my do the check list. So I didnt agree to the your terms and conditions and name information until that day that I was finally able to log in and update it. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  06/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Tuesday, May 30, I booked a trip with EF Tours for *******, ******************* departing on July 6, 2023, in the amount of $3,849.00. Subsequently, I chose to pay with Affirm for a loan. The total came to $4,055.02 with *****% APR. I needed to cancel this trip the following day, May 31, 2023 as I had accidentally booked the wrong dates. I spoke with **************** from EF on this day and he told me that the trip was cancelled and that I would be hearing from EF or Affirm within the next few days. I had not heard from either companies. Today, June 6, I was approved for this loan that I thought was cancelled. I attempted to speak with Affirm but they did not seem very helpful.

  

  Business response

  06/08/2023

  Hello ******,

  Thank you for reaching out to us here on the Better Business Bureau. We are sorry to hear that you need to cancel and are having challenges doing so. A member of our Service team will be reaching out soon to assist you in this. Thank you again for contacting us on the BBB and we hope to get to travel with you soon!

  In Gratitude,

  EF Go Ahead

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Im attending a trip to ******, ********, and ****** with my father this coming Friday 5/26. My surname on the *************** ticket has a typo. I have now contacted GoAhead support 7+ times to get this resolved, always being told that they reached out to *************** and are waiting on an update. I have now been waiting for them to fix this for over a week and cannot fix it myself seeing as GoAhead made the booking. I board in less than two weeks and dont even know if I can get on the plane. Your flight team taking over a week to solve an issue that could be solved in a phone call (based on two calls Ive had with *************** themselves) and that no one in customer service seems remotely concerned at the amount of time this is taking is absolutely unacceptable.

  

  Business response

  06/06/2023

  Hello ********,

  Thank you for reaching out to us on the Better Business Bureau. We are so sorry to hear of the stress and anxiety this situation had caused you. We are glad to see that you made it safely to tour with your group and we hope you have an amazing time on tour. Please feel free to reach out to our Customer Loyalty and Engagement Team upon your return should you like to provide more feedback on your pre tour experience as well as how things went on tour. Thank you again for reaching out and we wish you safe travels. 

  In Gratitude,

  EF Go Ahead Tours

  Customer response

  06/07/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  05/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Back in February 2021, we purchased a tour for my daughter thru her school from EF. We paid a total of $3445 for that tour. About 6 weeks prior to the tour, it was canceled by EF (we had no say in the canceling). At the time we were told we could only get less then 1/2 of the money paid refunded unless we accepted a voucher for a future tour. We took the voucher. One 3/1/2023, I purchased a Mother-daughter trip to ********, **************** for an additional $6,324. On 5/4/2023 we received offical notification that the tour is canceled by EF again. That means we paid a total of $9,769 to EF for two different trips/tours that they cancelled. I called yesterday to ask for all my money back as they cancelled the tour. Per ********************************* Traveler Support Specialist, EF Go Ahead Tours, I could only get the $6,324 (from 3/1/23 payment) refunded to my credit card along with $1365 from the first tour's payments. The remaining amount couldn't be refunded. I asked to speak with a supervisor and ******* stated that she couldn't connect me to a supervisor, all she could do was to request a supervisor contact me (but she never bothered to take my phone number). After that discussion I received several emails. First one stated that the $1365 couldn't go through my credit card but I would be mailed a check. Next email said that the check couldn't go through till next Friday & then listed an address which has the wrong state! I have sent multiple **************** thru their app & website with only automated responses that someone will contact me. But at no point have they actually taken my phone number. I want all the money I paid to the company refunded. They have failed twice to fulfill the services I paid for. At no point have we asked or been contacted about canceling any tours until after EF cancels them. We paid in full, they should have to refund the total $9,769 that we paid to them for services not completed.

  Customer response

  05/16/2023

  I have spoken to the business about my complaint but it is not resolved yet.  They still maintain that a large amount of what I originally paid is Non-Refundable.  I did find additional documentation that proves when my daughter first signed up for the original tour with EF Educational tours, she purchased the Global Protection insurance.  When we bought that, we were told that would cover if the trip was cancelled.  We would only be out that insurance protection amount $260 (I believe) if the trip was cancelled.  So if that is the case, why is EF stating that close to $2000 of the original $3445 is Non-Refundable.

  I've tried calling multiple times to both EF Educational Tours & EF Go Ahead tours to discuss this, but both departments state they can't assist.  Actually, *********** tour supervisor ***** stated that I had to speak with EF Educational Tours about the Non-Refundable portion and gave me their phone number.  When I called EF Educational ********** and spoke to a different *****, she said that she couldn't see any details on ****'s account since EF Go Ahead Tours had marked the original voucher as redeemed.  

  So far, I was able to get the $6324 that I paid on 3/1/2023 credited back to my Credit Card.  I have been told that a check for $1,365.00 will be mailed.  At first I was told that check would be mailed within 2 days, then it was 1 week & now it's up to 4 weeks (that's after already waiting a week). So while EF can claim they are issuing a credit, I am not sure it's actually coming.  The remaining $1,915.00 (per EF) is the portion they state is Non-Refundable. But that still doesn't make sense.  I have bank statements that show we paid $3445 to EF educational. So what happen to $165?  And what about the Insurance Protection I bought?  

  Still hoping EF can make this right.  I have no confidence in them at this point.  I just want a full refund & forget I ever signed up for any trips with them.

  

  Business response

  05/19/2023

  Thank you for reaching out. Speaking on behalf of Educational Tours, and the originally booked tour to ******, ******, ******, and ********, ****'s account was issued a voucher with refundable and non-refundable portions. This Future Travel Voucher has a refundable portion of $1365 and a non-refundable portion of $2080 (this includes the non-refundable Global Travel Protection Plan). We understand that you applied that voucher in the amount of $3280, everything less the cost of the insurance, to a Go Ahead tour. Due to low enrollment, to our understanding, that tour is no longer departing. You can take your voucher back and apply to another tour, or redeem your Educational Tours voucher for a refund of the refundable portion of $1365.00. The voucher amounts reflect our standard cancellation policy and Peace of Mind Program that you can find in our booking condition at www.eftours.com/bc. I have also included them below:

   

  Peace of Mind Program
  We understand that plans can change due to unforeseen circumstances. EF provides
  an exclusive Peace of Mind program to account for such situations. This program is
  automatically included for all travelers and can be enacted at the group level for any
  reason, including terrorism, pandemics, or other world events. Your Group Leader
  may choose from the following options:
  45 days or more prior to departure
  Work with EF to modify your groups current tour itinerary and dates, or find a new
  tour, and apply all money paid to the new tour
  Cancel your tour and all travelers will receive a transferable Future Travel Voucher
  in the amount of all monies paid for the original tour, less the cost of any purchased
  travel protection plan
  Cancel your tour with applicable fees under the Standard Cancellation Policy

  Customer response

  05/22/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I'm sorry but that still doesn't make sense with the situation.  EF stated within the answer that we had purchased the Global Protection Plan.  Plus, the information about EF's standard cancelation policies also doesn't make sense with the situation.  We did not cancel our tour (even the first tour).  EF canceled both tours due to low enrollment.  I would think since EF cancelled the tour, we should get all our money back except for the Non-refundable deposit.  This is what we were told when we signed up for the trip.  As long as we weren't choosing to cancel the tours with the Global Protection Plan we would be covered.  That is why I'm still questioning this.

  I could understand this cancelation policy & Non-refundable portion if we chose to cancel either of our tours but we did not.  EF canceled both with no consultation to us. So that is why I think we should be issued a refund in full (I would agree to less the original Non-refundable deposit of $95).  I bought separate trip insurance this time which included trip cancelation but since EF canceled the tour, I'm not covered.  The trip has to be cancelled either by myself or due to environmental or global events.  Not low enrollment.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business response

  06/07/2023

  Thank you for reaching out. Your student's Educational Tour to ******, ******, ******, and ******** was cancelled by the Group Leader. Your Group Leader enacted our Peace of Mind Program at 46 days prior to departure. There is no full refund due from EF and the options given to you remain, per our Booking Conditions. I have included the Peace of Mind Program below, and you can also find this in our Booking Conditions at www.eftours.com/bc. 

   

  Peace of Mind Program
  We understand that plans can change due to unforeseen circumstances. EF provides
  an exclusive Peace of Mind program to account for such situations. This program is
  automatically included for all travelers and can be enacted at the group level for any
  reason, including terrorism, pandemics, or other world events. Your Group Leader
  may choose from the following options:
  45 days or more prior to departure
  Work with EF to modify your groups current tour itinerary and dates, or find a new
  tour, and apply all money paid to the new tour
  Cancel your tour and all travelers will receive a transferable Future Travel Voucher
  in the amount of all monies paid for the original tour, less the cost of any purchased
  travel protection plan
  Cancel your tour with applicable fees under the Standard Cancellation Policy

  Customer response

  06/08/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have been told thru numerous phone calls & emails that we would receive a check for a partial refund in the amount of $1365 & have a Non-Refundable voucher in the amount of $1915.  On 05/09/2023, I was told by supervisor ***** that the check would be mailed on 5/12/2023.  We still have not received that check.  What is the status of that check refund?  I don't consider this closed, until we have that check.  I've attached one of the emails I received from EF regarding the check refund.  You can see the email confirms the information that the check would be issued 5/12/2023.  I did contact EF to correct the address as in this email the address is listed as MI not **.  I also have documentation that this was corrected.  So I'm still waiting for that check.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business response

  07/03/2023

  Thank you for reaching out! We will need to redeem your voucher for a cash refund. Please call us at ************. I've made a note on your account that you will be calling in. We're sorry for the inconvenience.

• Initial Complaint

  04/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a tour with EF Go Aherad Tours, booked travel insurance with the company, and have since decided I needed to cancel my booking. (Many new unplanned expenses have arisen.) The trip is going in October, 2023, almost 6 months from now. I paid a deposit and the first installment for a total of $950.50. They are refunding me $71.50!! The cancelation fee is $450 - absurdly high - and insurance adjustment is $429 - what kind of adjustment?They are offering a voucher to be used for travel within 365 days, which is not listed on the invoice. If I could travel in that period of time, I would have continued with my planned trip. The voucher is money in the company's pocket in most cases.I would have expected a refund of at least part, if not all, of my first payment (made 2 weeks ago) of $851.50 since the trip is so far off. I would expect that the deposit of $99 would be nonrefundable.Travel companies and travel in general have a bad name for dealings like this.

  Customer response

  05/02/2023

  I have not heard from the business in response to my complaint.

  

  Business response

  07/25/2023

  Hi *****,

  Thank you for reaching out to us here on the Better Business Bureau. I am sorry to hear you are unable to go on your tour of ********* this fall with us and for the distress this cancellation has caused.

  I was able to look at your account and see that you did have the insurance as you mentioned and the Any Reason Protection plan. When travelers purchase a Trip Protection Plan, such as yourself, they are purchasing an insurance policy. As with any insurance policy, (be that home insurance, health insurance, auto insurance, etc.) the premium is a set charge- regardless of if you file a claim or not and can cover insurable reasons for cancellation as described in the policy. When travelers cancel their tours for reasons not covered in the insurance policy the adjustment cost is simply the cost of the premium, not an additional charge.

  In concern to your deposit amount of $99 we are sorry for the confusion of this. The deposit for our customized tours, like the one you were booked on, is $450. The deposit, when you sign up for the Automatic Payment Plan, is essentially prorated through your first few monthly payments, making the $99 initial deposit an advantage when first booking. This allows the cost of the tour to be more spread out and budget friendly. 

  Regarding your Any Reason Protection Policy, I do see that the $450 voucher was added to your account and should be visible on your online MyAccount and on your app. I will be sure to email you a copy of your invoice to show the application of the voucher on your account for your records and to provide an opportunity to connect directly should you have any additional questions or concerns.

  Again, we are so sorry for the confusion and frustration this has caused you but hope that this provides more clarity. I will reach out to you directly with your invoice showing the Any Reason Protection Voucher as well as my direct contact information for any further discussion or clarity you may desire. I have also listed the links for direct access to our Terms and Conditions page as well as a link for information regarding our Trip Protection Plans. Thank you again for contacting us on the Better Business Bureau and we look forward to being in touch soon.

  
  In Gratitude,
  EF Go Ahead Tours

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩