Complaints

This profile includes complaints for EF Educational Tours's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  EF Educational Tours

  2 Education Cir Cambridge, MA 02141-1970

  
• 

  EF Educational Tours

  2373 15th St Ste 400 Denver, CO 80202-2791

  
• 

  EF Educational Tours

  1221 S Congress Ave Apt 400 Austin, TX 78704-2405

• 

  EF Institute for Cultural Exchange, Inc.

  1221 S Congress Ave Ste 400 Austin, TX 78704-2405

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/23/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My child was scheduled to go on a European trip with EF Tours. After the teacher and EF Tours were found questioned about some of their shady practices (requiring more money per student that what was listed, disturbing fundraising shock videos involving phallic objects) my sons trip was immediately cancelled.I was told that I would get getting a full refund right away, however today I was contacted again by EF Tours and told it would be 4-6 weeks, even though the refund had already been submitted and approved. As we have already found an alternative ************ we would like to move forward with getting my son into that one so we can have same timeline as we planned around these dates. Basically we just want to reimbursed asap instead of a vague waiting time when we were told that it would be taken care of immediately.

  

  Business Response

  Date: 04/25/2025

  Thank you for reaching out. We're sorry to hear that your student will no longer be traveling with EF. The account has been cancelled and the refund is in process. Our standard refund timeline is 3-5 weeks from the time of request. Your refund was requested 1 week ago, so you can expect your refund within the next 2-4 weeks. We will first try to electronically refund the payment method on file. Should that be unsuccessful we will send you a check to the address on file in the traveler's name. You can find our standard refund timeline in our Booking Conditions at ***************************************************************.

  Customer Answer

  Date: 04/25/2025

  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 reject this reply. I did not cancel the trip, the teacher reached out to the company and decided to cancel my son's trip after I inquired about the demand for additional money to be paid. Falsely telling people that tour guides we're paid $2 an hour and it was up to our children to supply more money to pay the tour guides to be able to take our children on this trip we were already paying for.
  
  
  If I can cancelled the trip I would be fine with the delay, however I did not. And was told that I would be getting my refund immediately as we are putting those funds towards a different trip with a more upfront company.

   

  ******

   

   

  

  Business Response

  Date: 05/02/2025

  Thank you for reaching out. Your refund is scheduled to be processed next week. Should you be eligible for an electronic refund you will receive an email on Monday confirming the payment method. If no action is taken, the refund will go back to the card we have on file. You can also opt for a check refund through that email communication. Please be on the look out for your refund next week.

  Customer Answer

  Date: 05/05/2025

  [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

  Date:04/21/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked a group trip with this company, went on the trip last week, first day the hotel we stayed had had no hot water. The trips did not line up with the itinerary that was provided. We spent most of the time on a bus where the bathroom did not work it smelled of sewage and the driver nor tour director cared as it was discussed. We were supposed to have 4 hours in a castle and just barely had one. The dinner services included were horrible and just pasta. We spent more time on the bus then following the guided tour. We didnt make it to ***** which was on the orginial plan, and the cost was not adjusted when that was removed. Later learned this company did not reply to our head leader and went silent. We had to carry our items around with us due to bus issues around areas which was crazy. We didnt get what we paid for in this tour. The hotel we stayed at for three days had toilets that didnt flush and maintenance came twice to my room, and it was old and nasty and it states we should be in state of the art hotels the best. This was not the experience the flyer nor what ef tours tells you. The ghost walk was done in daylight and all we did was walk in a circle and spent only 10 mins in a graveyard. It was horrible. The royal mile we walked it to walk down to walk back up to walk down. This company took high school kids for their money and did not provide what the flyer stated we are owed a refund. I paid ***** for myself and over ***** for (two students) I did not get anywhere near this in the events. We did not see the museums on the second day he took us the first day after we landed. The bus was not even there when we landed. We did not get the Ef tour bus that we saw , we had a rented bus. We didnt know anywhere for dinner and had pasta most nights. Did not get the experience of the local country. Ef tour managers have been ignoring calls.

  Customer Answer

  Date: 05/01/2025

  I have not heard from the business in response to my complaint. We tried to talk with ***** the manager and **** the planner and this is why the trip was poorly planned because they just take your money and ignore the contractual part of what you are promised and should get. 

  

  Business Response

  Date: 05/02/2025

  Hi there, thank you for traveling with us, and for reaching out regarding your on tour experience. I'm sorry the tour did not meet your expectations. Our student tours are very fast paced and some include a lot of bus time due to the many sights and cities on the itinerary. This tour met our hotel and meal standards. Please include this feedback in your EF Traveler App so this information is sent to the correct teams. 

  Customer Answer

  Date: 05/05/2025

  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
  
  Regards,

  ********

   

   

• Initial Complaint

  Date:04/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my trip with EF Educational Tours on 1/3/2025. I was supposed to receive a refund of $1757 after the deduction of the cancellation fee and the global protection fee. The refund was supposed to be processed in 6-8 weeks and I have still not received my refund check, nor has my refund been processed. It has been over a month and a half past the original 8 week date.

  

  Business Response

  Date: 04/22/2025

  Thank you for reaching out. We are so sorry for the delay. Looks like your cancellation was finalized, but the refund was not requested correctly. We would be happy to expedite your refund. Please give us a call at ************** to confirm payment method details. Again, we are sorry for the inconvenience. 

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Incident: NYC Educational Tour Teacher: ***** ***** Incident built up into a emotional, mental, verbal, physical abuse causing my disabled daughter who was intrusted to ***** ***** and EF Tours to keep her safe on the New York tour to be admitted to the ***********************. ***** ***** started to verbally assault my daughter by the elevators at the *********** continued to follow my daughter when she was advised when in situations like that to separate from the incident and don't argue. Many times ***** ask ***** why? And ask her to stop but it made ***** even angrier. This incident made my daughter go into a panic attack and later on a FND attack.***** was screaming multiple times. You're f****** disgusting Your talking to old men If you were child my I would spank you, I'm going to make sure you're ********** never going on another f****** trip with you ever again.***** ***** from ******************* also physically try to take my daughter's phone after she tried calling for help and physically wouldn't let her move by pinning her into a corner while causing ***** to go into a panic attack. ***** then called me and I calmed her down through ******************* and ask her where EF tour guide was but she was unsure until she found him and that did no good because he was already siding with ***** and not wanting to provide any safety to the minor child. He told me he had advised ***** to not take her meds( I did advise him that she needed to take her meds due to her condition) and stay awake all night in the lobby with him threating her if she left he would call the police. The whole time he was watching ***** he was drinking alcoholic beverages. I immediately called the police for the safety of my daughter since nothing was being done. When the police showed up they took her to the hospitals ER and never called me. EF flew me up last minute which I had to find childcare for my son who is high level medical needs LGS diagnosed with Autism.

  

  Business Response

  Date: 04/14/2025

  Hello,
  
  Thank you for bringing your concerns to our attention. We are truly sorry to hear about your daughters experience during the recent tour and that you felt the conduct of the group leader negatively impacted her trip.Please know that the well-being and satisfaction of every traveler is extremely important to us.
  
  While EF, provides the travel logistics, accommodations, and overall tour experience, student well-being and behavior management are the responsibility of your tours Group Leader. Group leaders are typically educators or staff members chosen by the school, and while we work closely with them to facilitate the trip, they are not a member of our staff.
  
  That said, we take all feedback seriously and will follow up with the Group Leader to ensure they are aware of the concerns you've raised and ensure they are always meeting the requirements of the Group Leader role as outlined in our Group Leader Release and Agreement (attached).
  
  We understand your frustration and regret that the situation detracted from what should have been a memorable and positive journey. We understand youve spoken with our team previously but please dont hesitate to reach out directly if you would like to further discuss the details of your experience.

  Customer Answer

  Date: 04/14/2025

  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. 

  As a immune compromised system parent of disabled children with on a fixed income Iam now in debt due to EF Tours and ***** *****. I choose to go through the BBB with this complaint after I decided that a lawsuit would just be more trauma on my family. EF Tours failed at keeping my daughter safe, left her in the ** alone with no chaperone or teacher with a ********* mentally unstable patient  named **** coming in and out of ******* er room until the nurses told her to get back to her room and when my daughter was discharge she roamed the hospital after the *** episodes, scared and abandoned in ********. My daughter only ate that morning at the hospital er and didn't eat till I got to the hotel around 11pm. I didn't pay for my daughter to be traumatized, abused and also go into debt.  
  
  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

  Date: 04/17/2025

  Hello,
  Thank you for providing this additional context and feedback. Our investigation into the situation has been completed. It was noted that you and your daughter requested the Group Leader not accompany her to the hospital. At the time of the incident your daughter was 18 years old and therefore did not require supervision. 
  As previously discussed with our team, all travel costs associated with you travelling to assist ***** have been covered by EF and we have reimbursed you for all transportation and meal costs incurred on tour. 

  Customer Answer

  Date: 04/17/2025

  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. 

  It was requested that the ** tour not be anywhere near ***** due to safety concerns of his actions and behavior. ***** is a resident of ******** making her legally a minor till the age of 19. She and I was told multiple times that ** doesn't leave a student unattended at anytime especially in the ** and that they would find someone ASAP. They kept apologizing for their group leaders actions. That's why all conversations were recorded and sent through text. It's not disappointing that it has come to ** educational to try and find anyway of being ok with what happen. If this isn't rectified I will need to get an attorney so many others know of EF Tours.
  
  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

  Date:04/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In Jan 2024, I (along with other parents) enrolled with EF Tours to chaperone a school trip to ******. I was told that the trip was from Jun 30, 2025 - July 8, 2025. We were told that the dates of the trip were a window, but in order to receive 100% we would have to cancel before 110 days prior to the trip departure date. There was no desire on my part to cancel the trip at the 110th day ***** On the 96th day before departure, EF Tours changed the trip date. When asked for a complete refund, I was told no, because I didnt cancel before the 110th day. I did not have knowledge of the change of dates prior to the announcement and would still go on the trip if it was leaving on 30 Jun. The travel group has yet to receive flight confirmation, hotel information, etc. but I was told that this information has already been established which is the reason the travelers cannot receive a full refund. I had no insight on why the dates were changed, when EF Tours notified us, nor was I sent any correspondence from EF Tours stating that trip was in jeopardy of being moved. All of the exacerbating circumstances are of EF Tours doing, not mine. I should not be out of $5000 because of EF Tours poor administration.

  

  Business Response

  Date: 04/08/2025

  Thank you for reaching out. As we are a group student travel company, we do require some flexibility in the date window as we consolidate groups traveling to the same destinations during the same date ranges. The dates of your tour can shift up to three days on either end. This is explained in our Booking Conditions, that were agreed to upon enrollment on 1/23/24. You can find our Booking Conditions at *************************************************************** which explains the date range flexibility as well as the cancellation terms. I have included these below as well: 

   

  GROUP TRAVEL
  How does group travel work?
  We believe that all students should have the opportunity to travel, which means we
  do everything we can to keep our program prices the lowest in the industry without
  sacrificing quality. One of the ways we do that is by combining groups to fill a tour bus
  so that all travelers help cover the costs of the bus, the Tour Director, local guides,
  etc. Consolidating groups also allows travelers to meet students from other schools,
  although groups may not be of the same age level.
  Therefore, in order for everyone to travel for the lowest price possible, group travel
  requires some flexibility. Each Group Leader submits their groups preferred tour
  choices and travel dates at the beginning of the planning process, and then we book
  the groups with the same requested tours on one specific departure date. Because
  ** is the largest student travel provider, its rare that groups do not travel on their
  first-choice tour. However, on occasion, we may need to book your group on the
  backup tour your Group Leader selected at the beginning of the planning process.
  In the event we cannot offer for booking a tour comparable to your first-choice tour
  or your backup tour, your Group Leader may select an alternative tour or elect for
  the entire group to receive a full refund. Once a program is booked, however, EFs
  Standard Cancellation Policy will apply. EF strives to keep departure dates within one
  day of the requested date for tours departing October through April and within three
  days of the requested date for tours departing May through September. Your final
  tour itinerary and travel dates will be confirmed approximately two months prior to
  departure. In enrolling on a group travel program, you are also making the decision to
  travel with your chosen Group Leader who retains the ability to change the requested
  tour itinerary or travel dates on your and your groups behalf.

  EFs Standard Cancellation Policy
  150 days or more prior to departure: Full refund less the $95 non-refundable
  enrollment fee, all Non-Refundable Fees, and a $300 cancellation fee.
  149 to 110 days prior to departure: Full refund less the $95 non-refundable
  enrollment fee, all Non-Refundable Fees, and a $500 cancellation fee.
  109 to 45 days prior to departure: Full refund less the $95 non-refundable
  enrollment fee, all Non-Refundable Fees, and 50% of the program price.
  44 days or less prior to departure: No refund will be issued.

  Customer Answer

  Date: 04/13/2025

  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.]   
  
  Response: I thoroughly read EF Educational Tours policy prior to booking. The fact that the tour company can/did change the dates of the tour after the dates that would entitle the travel travel to full reimbursement WITHOUT PRIOR NOTIFICATION, is what is at issue. This change, made without our knowledge or consent, caused significant disruption. Many of us had already arranged travel logistics such as time off work, all based on the original itinerary. The most troubling aspect is that the company failed to offer any options for rescheduling, refund, or credit, despite being the sole coordinator of the excursion. To date, travelers have not been provide any information regarding flights, hotel, and specific excursions, making EF Educational Tours reasoning for not allowing for 100% refund or rescheduling in excusable. 
  Again, EF Educational Tours controls all aspects of the tour and booking process, travelers are left with no recourse and no flexibility, even when the change is entirely on the companys part. By not providing notification prior to the refund deadline and then denying us the ability to cancel or reschedule without financial loss the company is effectively stripping consumers of their rights and choices.
  
  
  
  Regards,

  *******

   

   

  

  Business Response

  Date: 04/14/2025

  Thank you for reaching out. The dates shifted by two days, which is what we agree to in our Booking Conditions. There is never a date, after enrollment, where a full refund is an option (except for our Risk Free Enrollment Program which is a full refund until 7 days after enrollment if the account is active on the Automatic Payment Plan or paid in full). Our cancellation policy matches the actual booking process. Travelers wishing to cancel are held to the standard cancellation policy whether the dates shift or not. 

  Customer Answer

  Date: 04/23/2025

  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.]
  
  Despite EF Tours recitation of their own policy, their business practices border on predatory. In a business relationship in which one party (EF Tours) is allowed to make changes unilaterally without giving the other party (the traveler) any type of consideration (reimbursement (whole, part, in kind) and is entitled to keep 100% of the cost due to its own administrative failings is unconscionable. The 300+ complaints to the BBB indicates that EF Tours has a problem that needs to be addressed. 
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:03/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed my son up for a tour with his school of Britain, Battlefields, & Basilicas: A European Journey. It was supposed to be for thirteen days in Jun 2025. EF Tours contacted the tour leader (teacher) and cancelled the tour as there were not enough students going. EF Tours refused to permit additional students to sign up this year for the tour, so the trip would not be cancelled.Although the tour was cancelled by EF Tours own actions, EF tours is not refunding $760 dollars of the $1685 dollars that I had already paid. Since EF Tours cancelled the tour, I believe that I should receive of the monies that I had paid toward the tour.EF Tours states that although the tour was solely cancelled by them, that they have no obligation to refund the monies that were paid. Instead, according to EF Tours, although my sone received no benefit from the tour, it is still perfectly proper that EF Tours keeps $760 of earned monies.I would warn people from doing business with EF tours as it is a morally bankrupt company and are stealing your money despite providing no service. It is almost like getting robbed.

  

  Business Response

  Date: 03/18/2025

  Thank you for reaching out. We're sorry that your student will not be traveling this Summer. ** was unable to produce this customized tour. Your account has been adjusted to allow for a full refund. You can see this on your student's online EF secure site. The refund has been requested and you can expect to receive it within the next 3-5 weeks. We hope your student travels with us in the future. 

• Initial Complaint

  Date:03/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My childs school promoted a trip, and I was persuaded by a teacher I trusted to sign up, believing it would be a great opportunity. However, after paying, I received no real details about the trip until six weeks before departure. When I finally received the information, I was shocked and upsetmany aspects of the trip were misrepresented in the initial Zoom call by the teacher. Feeling misled, I reached out to EF Tours to discuss the possibility of canceling.This past year has been incredibly difficult for my family. My husband, a disabled veteran, has been unable to work, and I also lost my job. Given our financial struggles, I explained my situation to EF Tours, hoping for some form of refund or assistance. Their response? A cold and absolute nothey refused to refund any of my money. With no choice, I told them I would proceed with the trip despite our hardship.Then, without warning, I received an email stating that my trip was canceled. I immediately tried contacting EF Tours, spending numerous hours on the phone trying to reach themeven risking taking calls while at my new job. They never answered, and no one provided any explanation or resolution.Left with no other option, I reached out to my bank, ****, which claims to serve Veterans and their families. I reported the fraudulent transaction under the clear grounds that I never received the services I paid for. Shockingly, **** has offered no help whatsoever, further adding to this injustice.I demand accountability from EF Tours and urge USAA to do better in protecting the very people they claim to serveVeterans and their families.

  

  Business Response

  Date: 03/23/2025

  Thank you for reaching out. We're sorry to hear you're family is no longer traveling with EF. We are also sorry to hear you felt misled by the tour details. You can find all information regarding details of our student tours, expectations for on tour, as well as our Cancellation Policy written in our Booking Conditions. You can find these on our website at *************************************************************** as well as your online account under 'Forms & waivers'. I have outlined the Cancellation Policy below. Your accounts were cancelled at 45 days prior to departure. Should you want to pursue an insurance claim, you can find insurance details here: ***********************************************************

  EFs Standard Cancellation Policy
  150 days or more prior to departure: Full refund less the $95 non-refundable
  enrollment fee, all Non-Refundable Fees, and a $300 cancellation fee.
  149 to 110 days prior to departure: Full refund less the $95 non-refundable
  enrollment fee, all Non-Refundable Fees, and a $500 cancellation fee.
  109 to 45 days prior to departure: Full refund less the $95 non-refundable
  enrollment fee, all Non-Refundable Fees, and 50% of the program price.
  44 days or less prior to departure: No refund will be issued.

   

  Should you have additional questions, please contact Traveler Support at ************.

   

   

  Customer Answer

  Date: 03/24/2025

  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. 

  No answer was provided on why they cancelled my trip, refund offered or credit. This response is unacceptable.
  
  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

  Date: 03/25/2025

  Your tour accounts were cancelled on 2/7/25 via chat with ******* and insurance information was provided to pursue a claim. The tour did depart as planned, however your accounts were cancelled by you on 2/7/25.

  Customer Answer

  Date: 03/31/2025

  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. 

  When I reached out by calling numerous times and were not answered I used the chat and asked what the penalties were. When I was told they would keep all my money if I canceled I said I had to proceed because I obviously didn't want to loose my almost 6 thousand dollars. Then without confirmation or further clarification my trip was canceled and I had no access to any documentation and no calls of mine were 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
  
  Regards,

  *********

   

   

• Initial Complaint

  Date:03/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. Paid for my daughter to go on a field trip with EF Tours. Was told the price. As time went on, prices that were not presented started occurring. 2. They stated I could share a room with her at time of traveling. But then, 180 days before the trip, it was now extra money to do so. 3. Then we were told visas were not required for where we were traveling and again, in March of 2025, that changed and we were told we had to pay additional fees. 4. I was already skeptical because they charged me two late fees totaling $200 (11/29 and 1/28). There were not enough kids signed up and they thought they might have to cancel so I did not pay more until I heard from the trip leader that they had enough enrolled. ** said they would credit that money towards the account, which they did not.Not giving these fees upfront and stating one price is fraudulent activity by a company. Now they expect me to wait 4-6 weeks to get a refund and pay a cancellation notice when they LIED

  

  Business Response

  Date: 03/24/2025

  Thank you for reaching out. We are sorry to hear that your student and the tour group will not be traveling. Standard cancellation applies in the event that the Group Leader cancels the tour. You can find the Booking Conditions, signed electronically upon enrollment, outlined here: ***************************************************************. The late fees were waived from the account and the fees withheld, per our standard cancellation policy, was the $95 non-refundable enrollment fee, cost of the Global Travel Protection, and a $500 cancellation fee. The refund has been processed successfully electronically on 3/21/2025 to the card on file. You should see that reflect on your end within the next 3-7 business days if you don't already see it. If you have any additional questions, please reach us at ************.

• Initial Complaint

  Date:02/21/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was making payments on a second trip with them. I had made a trip in the past and they were always very helpful and flexible. I paid for the $150 insurance meaning I can reschedule at any time for any reason. I couldn't attend my last scheduled trip (******************, September 2024). I chatted with an agent because I realized it was within 99 days to trip departure, and he said that he would cancel but I just had to call in before the last day of the year to pick a different trip. I called in December 2024 and the lady said I was s.o.l. and refused to let me speak with another agent, she said I lost all the money I had paid on my trip (I had paid ocver $1,000 I thought, but she stated "It's only like $650", then proceeded to try to get me to from scratch sign up for a new trip with no credit and I couldn't believe it. How can they just take all of my money. $650 plus $150 for the insurance. I would like a refund of at least the $650, although I know I have paid over $1000 to them for this trip that was promised to be any time and to anywhere with changes for any reason. I have lost some money before for changing my trip, but walking away with nothing for doing what t is unacceptable. I would be willing to even just accept the $650 returned.

  

  Business Response

  Date: 02/21/2025

  Thank you for reaching out! Can you provide your account number and confirm if you're traveling with EF Go Ahead Tours, EF Ultimate Break, or Educational Tours?

• Initial Complaint

  Date:02/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against EF Educational Tours due to misleading practices, unreasonable travel arrangements, and unfair cancellation policies.EF Educational Tours booked my minor child on a flight that departs and returns at 12:00 AM. This is not a reasonable travel time for a minor, and as a parent, I am unable to accommodate this schedule. During the initial presentation, this possibility was never ************ no point during the presentation did it indicate the only opportunity to purchase additional insurance for a full refund was at the time of enrollment. When I inquired about insurance options, the agent stated that I could not purchase it. However, after escalating the matter, the agent suddenly received "manager approval" to allow me to purchase it, which seems highly suspicious and further raises my concerns about *** practices.The advertised trip length was four days, yet the itinerary provided shows that students will barely receive 3.5 full days at the destination. This discrepancy is misleading and does not align with what was promised at the time of enrollment.After learning about the unreasonable flight schedule and misleading insurance practices, I am not comfortable sending my minor daughter on this trip. I was informed that I would only receive a 50% refund, despite my valid concerns. I believe this is highly unfair, especially considering that I was not given complete and accurate information at the time of enrollment. I am requesting a refund of all payments made, $2,238.00 minus the $95 enrollment fee, as the companys failure to disclose critical details has led to my decision to withdraw.EF Educational Tours has shown a pattern of misleading parents, providing inadequate information, and enforcing unreasonable policies that do not consider the safety and well-being of minor children. I urge the BBB to investigate their business practices and request that they issue me a fair refund due to circumstances beyond my control.

  

  Business Response

  Date: 02/25/2025

  Hello,
  Thank you for bringing your concerns to our attention. We understand your frustration and take your feedback seriously. We value our customers, and we are committed to providing the best possible experience for students and their families and would like to address the issues raised in your complaint.
  Flight times for many travelers from the ********** to the ********** may be overnight as this allows students to arrive to tour in the morning and make the most of their first tour day in ********. This is discussed with your group leader as part of the tour building process and we apologize you were unaware that this type of flight is a standard part of the tour experience.
  Wed can also clarify that we offer two forms of Travel Protection. The Travel Protection Plus plan covers all cancellation reason and therefore must be purchased at the time of enrollment. The Travel Protection Plan has cancellation coverage for covered benefits validated by a claims processor so can be purchased at a later time and is the option that you were offered.
  While we still hope your student travels, we understand that the combination of the flight schedule, insurance confusion, and the trip length have caused you to reconsider sending your daughter on the trip. In the case of cancellation we hold all customers to the same policy which can be found here: ***********************************************************************************;