Complaints

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:05/19/2025

  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.

  I purchased a cruise from EF Tours back in January 2025 with a deposit of $297.00 going to *****, ************************. Automatic payments started on 3/2/25-$4,315.00, 4/2/25-$4,651.25 and 5/2/35-$4,651.25.. On 5/8/25, I received an email from EF Tours stating that this tour was canceled due to low enrollment. I spoke to ****** *. on 5/15/25 which she tried to find another cruise that aligned with the date, however she was unsuccessful. I told her that I would decide on Monday rather I would try a substitute tour. She told me that she would be out on Monday and that I could speak to anyone. I called today as stated and spoke to **** which she identified herself as a supervisor. She was very rude, unprofessional, lacked customer service and constantly spoke over me. I asked her to let me finish my conversation prior to her speaking, but I no avail. I was trying to get clarity as to when my money would be returned and rather I could speak to her supervisor and she told me she is the supervisor. I requested her supervisors name and she ended the call by hanging up the phone as I was still speaking. Call back spoke to ***** H, a little more pleasant and stated that she would contact her Boston Office to expedite the return of $13,914.50 to my debit card within 24hrs.. However, ***** stated that **** was her supervisor and she did not know who was over RosaNow to make this trip happen with the short notice, the requirement is to pay up front and more.

  

  Business Response

  Date: 05/21/2025

  Thank you for bringing your concerns to our attention through the Better Business Bureau. We sincerely apologize for any frustration or confusion caused during your interaction with a staff member, particularly regarding the details of your refund. We understand how important clarity and support are in these situations.

  Were glad to hear that you were able to connect with a team member yesterday who could provide further clarification about your cancellation and refund, as well as share options should you choose to rebook with us in the future. We hope that conversation helped address some of your concerns.
  

  Your feedback is incredibly valuable to us. It allows us to reflect on our customer service practices and identify areas where we can improve the experience for all of our customers. Please dont hesitate to reach out again if you have any additional questions or concernswere here to help.

• Initial Complaint

  Date:04/30/2025

  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 went on the April 1-8 Ireland trip. April 4 we left our hotel in the morning. I handed my backpack with laptop, clothes, portable charger to the companies driver and saw him place it in the trunk. When we arrived to our new hotel that evening my bag was gone from the truck. The company has not resolved this issue, discussing it with them in several attempts.

  

  Business Response

  Date: 05/08/2025

  Thank you for the opportunity to address your concerns through the Better Business Bureau.

  We recognize how upsetting it is to lose a bag containing valuables while traveling, and we want to assure you that we treated this matter with the seriousness it deserves. Our team conducted a thorough investigation to determine whether the missing bag could be recovered and to assess whether reimbursement could be considered.
  
  After reviewing all available information, we have determined that we are unable to offer compensation for the lost bag and its contents. As outlined in our Terms and Conditions, travelers are responsible for their personal belongings throughout the tour. We believe in transparency and want to outline the steps taken and the reasoning behind our decision.
  
  Immediately after being notified of the incident, we were in contact with your Tour Director to review the sequence of events and confirm safety protocols in place for luggage on the bus. We also reached out to the bus company and driver to confirm whether the bag had been seen, handled, or reported at any point. Despite these efforts, no evidence was found indicating that the bag was in the possession of staff or that it was removed while under our care.
  
  We offered support should you wish to remain behind to file a police report for independent insurance purposes, but also to be able to obtain hotel CCTV footage and potentially provide additional clarity. While we understand why this may not have been feasible at the time, the absence of a report limited our ability to investigate further or involve local authorities.
  
  While we understand that you did not have a travel protection plan purchased with your booking, we do recommend that travelers consider this option prior to departure, as it can offer financial protection for unexpected events like loss or theft. In situations where insurance is not in place and no official report is filed, our ability to pursue recovery or offer reimbursement is significantly limited.
  
  Since the incident,our team has remained in contact, speaking with you directly and offering continued support. We truly regret that were not able to offer the resolution you were hoping for, but we must adhere to our policies in order to remain fair and consistent across all cases.
  
  Should new information or documentation become available, we would be happy to revisit this matter. Above all, we sincerely regret that this unfortunate event impacted your tour experience, and we hope that with time, youll be able to reflect on the many positive moments from your travels.

• Initial Complaint

  Date:03/27/2025

  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.

  In February of 2025, I purchased a ticket to ******************, going alone and paying an additional $700.00 for single lodging. I also requested Insurance to cover every situation for an additional $428.00. Since the trip was for APRIL 9, 2025, I was required to pay in full. $5678.00. There were errors such as name misspelled, etc., from the beginning. EF TOURS indicated I'd need to contact the airlines in order to establish their baggage policy. I also had to request my iternary with my Insurance policy. Well, the tone in the ************* has become rather hostile towards other countries and Federal jobs are being terminated without notice. I suffer from extreme PTSD and TRAUMA, and the terrorist threat heightened with drone missile attacks a possibility. I became extremely anxious and felt at the age if 73 years old being so far from home may not be the best idea. I canceled my trip and only received half of my money back. EF TOURS is holding $2680.00 for future travel within a year. I believe that is bogus, as I could provide documentation regarding my mental stability, but I was told the insurance only covered me if I was hospitalized for 2 days prior to cancellation of the trip. The Insurance policy makes it nearly impossible to get a refund. If I was made to pay in full due to the fact it was several months from the departure, it's a catch 22 that I was unable to cancel 150 days in advance. So, they can have you pay in full then deny you a full refund due to time limits. I am seeking a full refund as I never saw the insurance policy, I had to request it along with my itinerary. MY name was misspelled which I caught, had I not seen that, it would not have been the same as my passport. I was excited to travel until things became uneasy here in the ***. All I'm asking for is my money returned to my credit card. I do not believe the situation of 150 days should cover keeping my funds, making me travel with their company within 1 yesr.

  

  Business Response

  Date: 04/01/2025

  Thank you for reaching out through the Better Business Bureau regarding your cancellation concerns.
  
  We want all travelers to feel comfortable with their scheduled destinations. If we ever deemed a location unsafe, we would take the necessary steps to adjust our tours, as we have unfortunately had to do in the past. Our team closely monitors U.S. State Department travel advisories to determine whether a destination remains suitable for travel. As of January 6th, the *** is listed at Level 2, advising travelers to exercise increased caution. Given our 60 years of expertise and global network of colleagues assessing safety conditions, we remain confident that the *** is a safe destination.
  
  That said, we respect every traveler's concerns and understand if they choose not to continue with their plans. However, as is standard in the travel industry,cancellation fees apply, as outlined in the terms and conditions agreed upon at booking. You can locate our terms and conditions on our website for review.Your reservation was a late addition, confirmed within 70 days prior to departure. This required full payment upfront rather than an adjustable payment plan. Additionally, cancellation fees are higher for bookings made closer to departure because, at that stage, many arrangements become non-refundable.After the tour finalization date, the cancellation fees increase for all travelers, whether they booked a year ago or that day.
  
  Regarding your insurance selection, we understand the insurance pricing was not fully clarified upon your reservation and was only included in the agreed-upon final total. However, your request for the most comprehensive coverage was honored,and as a goodwill gesture, a discount was later applied to your booking to account for the lack of clarity. The travel protection policy, which outlines the specific situations covered, is available for review online, and a link to the full policy is sent to travelers post-booking. While travel protection provides coverage for specific situations, it does not guarantee coverage for all circumstances. We regret that your reason for cancellation did not fall under the policys covered events, but we are glad that the chosen plan allowed us to issue a travel voucher for your cancellation feescosts that otherwise would have been lost.
  
  We also acknowledge the spelling error in your name during the booking process and appreciate you bringing it to our attention so we could correct it promptly.While mistakes can occasionally occur when information is taken over the phone,we take full accountability for such errors. If the misspelling had caused any issues with your ticketing, we would have ensured it was resolved.
  
  We understand that a voucher may not be your preferred resolution, but we hope to assist you in finding a destination that feels right for you and provides a great travel experience. While the voucher must be applied to a booking within the next year, your actual travel date can be beyond that timeframe. If youd like to use it sooner, we would be happy to help you find a tour to a destination where you feel more comfortable, allowing you to travel as originally intended.
  
  Thank you again for reaching out. We appreciate the opportunity to address your concerns.

  Customer Answer

  Date: 04/02/2025

  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 have attached some of my request and concerns since the beginning of my booking with EF TOURS.  I still contend, it should be illegals to have a client pay such and exorbitant amount of money for an insurance policy, $428.00, and be allowed to have such stiff if not ridiculous guides.  I booked as a SINGLE SENIOR CITIZEN,  paying an additional $700.00 for private rooming.  Yet, my lodging had not been made when I canceled.   I also, would not have a DAYCARE WORKER, upon whose death, I would receive a full refund.  If I or my traveling partner died I would get a refund yet, my voucher is none transferable?  The reason I asked who governs TOUR companies are for the above mentioned reasons they are allowed to manipulate my money to their benefit.  Where EF TOURS acknowledged the error in the misspelling of my name and how quickly it was corrected, they failed to mention i brought the error to their attention.  EF TOURS did not speak to not sending me an itenary or my insurance policy.
  until I requested them.   EF TOURS did not mention I was told I WAS REQUIRED TO FIND OUT THE BAGGAGE POLICY FOR AIRLINES, AS THEY MAY DIFFER.  Can you address what else would EF TOUR be required  to address FOR MY TRIP!  RECAP:
  1)  I had to correct my name
  2)  I had to request an insurance policy to cover everything and Mt itenary
  3)  I had to call the airlines (I didn't mention all my seating wasn't complete and I finished that)
  4)  Lodging had not been completed when I canceled ?? 
  
  Now, this is not a fair way for a TRAVEL COMPANY to be allowed to do business.  Please help me and other clients get the service we pay for.
  
  Thank you
  
  ***** **** Bishop  

  

  Business Response

  Date: 04/09/2025

  We appreciate the opportunity to address your concerns and provide further clarification.
  
  First,we have acknowledged the name discrepancy on your booking. Were glad this was caught, allowing us to correct it prior to ticketing, but understand the frustration with the error. Regarding the hotel confirmations, as is standard for all our tours, we do not confirm hotels until 30 days prior to departure.This is not abnormal and is due to hotels managing their own inventory outside of EF Go Ahead reservations. Additionally, please note that pricing is not based on age; the amount paid for your room reflects the standard rate for this tour.
  
  Regarding your travel voucher, non-transferable means it must be used toward a future Go Ahead Tours booking, cannot be applied to another EF product, and must remain under your name. We understand this may not be your preferred resolution, but a full refund falls outside of our standard policies. We hope that, in time, youll reconsider using the voucher and that well have the opportunity to welcome you on a future tour.
  
  Concerning the insurance coverage, we want to clarify that we do not write or underwrite these policies. The terms and conditions are standard across providers, but may vary depending on the underwriter. As such, questions about how your reason for cancellation was assessed are best directed to the insurance adjuster. While coverage was requested and the need for a comprehensive plan was communicated,there was no expectation set that every circumstance would be covered. The most comprehensive plan available was selected, and the full costincluding the tour, flights, insurance, and single room supplementwas reviewed and approved at the time of booking. Because the cost of the insurance was not disclosed during your booking conversation, a partial refund was later issued as a gesture of goodwill to acknowledge your experience. As a result, you were charged the lower rate for the basic protection plan while still receiving the enhanced benefits of the comprehensive plan.
  
  In terms of baggage policies, we always recommend referring directly to the airline, as policies differ and may change and we want to avoid giving information that could result in unexpected fees.
  
  We recognize that this situation has been disappointing, and while weve done our best to provide clarity and resolve your concerns, we understand it may not change your overall experience. That said, we genuinely hope youll consider giving EF Go Ahead another chance in the future. Should you have any further questions or need assistance down the line, were always here to help.

• Initial Complaint

  Date:03/05/2025

  Type:Service or Repair 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.

  On 11:27:2023 my husband and I signed up for a national parks tour with EF Go Ahead tours (EFGA). The company offered to schedule our plane flights for an added price. Per their staff, emails are supposed to be sent to customers before flights are finalized. **** had our email and sent us other information but never communicated about our flights. Once the flight information was available on-line, I reached out to explain that they were poorly scheduled. **** refused to change the flights without charging $300 per person even though their error occurred in failing to communicate the selected flights. **** refused to let me speak with a manager about our concerns. When we explained that we wanted to cancel, because their lack of attention to our needs regarding the flights and their lack of interest in our pointing out that they had not communicated about the flights, led us to be very wary of their attention to our comfort and accommodations on the trip. We were told that there would be a 30% fee for cancellation. We felt this should not apply because it was their own failure to check with us about the acceptability of the flights. Because of their failure to communicate the flights we were seeking to change them after their date. But we were not given opportunity prior to the date because of the lack of any e mail or other communication regarding the flights. However, when we did cancel, they told us it was actually a 50% charge for cancelation.Our cancellation was due to their failure to check with us about air fare and the consequential loss of confidence in their desire to meet our needs. So, we do not feel that the cancellation fees are appropriate. They did not follow their own procedure to check with us concerning air arrangements. They have stated that we were informed of flight arrangements because that is their practice. But neither we nor our friends received any messages concerning the flights prior to the cancellation dates expiration.

  

  Business Response

  Date: 03/07/2025

  Dear ******,

  
  Thank you for sharing your experience with us. We truly appreciate you taking the time to reach out to us here on the Better Business Bureau.

  
  We sincerely apologize for the confusion regarding your flight arrangements and for any frustration it may have caused. Ensuring a smooth and enjoyable experience for our travelers is always our priority, and we regret that this aspect of your booking process did not meet expectations.

  
  That being said, we are so glad to hear that you could work through the situation with one of our team members and get everything sorted with your flights. Most importantly, we are thrilled that you have decided to rejoin on your tour! We hope you have an amazing time exploring the national parks and creating unforgettable memories along the way.

  
  If there is anything else we can do to assist you, please dont hesitate to reach out. Wishing you a wonderful adventure!

  
  In Gratitude,

  EF Go Ahead Tours

  Customer Answer

  Date: 03/07/2025

  [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:03/04/2025

  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 booked a trip to ****** on 8/31/2024 for a departure date of 04/22/2025. At the time of booking, I also purchased the Trip Protection With Any Reason Plan.I had to cancel my trip due to my spouses recent deteriorating condition due to a hereditary disorder called CANVAS. I did file a claim with the insurance company but due to the fact that the diagnosis was made prior to my purchase they denied it.According to the companys written policy: Enroll in trip protection within 3 days of booking to receive the Early Enrollment Package which includes a Pre-Existing Waiver as an added travel insurance benefit. AnyReason Protection is also included as a non-insurance Cancellation Fee Waiver from EF Go Ahead ToursI have received a refund of $3,794.92 and I am seeking the remaining $2,079. I understand the cost of the insurance is non refundable.

  

  Business Response

  Date: 03/05/2025

  Thank you for reaching out through the Better Business Bureau. Were sorry to hear that you had to cancel your trip due to your spouses health concerns, and we hope they are doing well.

  Since we are not directly involved in the claims process, we recommend reaching out to the insurance provider for further clarification on why your claim was denied. Specifically, you may want to ask how the Pre-Existing Condition Waiver applies to a family member, as its possible that the waiver only pertains to the traveler who purchased the insurance and is booked on a tour. Additionally,there may be an opportunity to appeal the decision. Unfortunately, we are unable to refund these costs and we rely on insurance to cover cancellation fees, which are standard and applicable to all travelers.
  
  Were happy to assist by providing any necessary documentation to support your claim.Please dont hesitate to reach out to us directly if you have any further questions

  Customer Answer

  Date: 03/05/2025

  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:03/04/2025

  Type:Billing 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.

  Cancellation Breakdown: Full Name(s) of Travelers cancelled: ******* and ***** ******* Paid to date total: $746.47 Cancellation fee (amount of non-refundable deposit): $600 (300 per person)Non-refundable insurance payment: $898 (449 per person)Refund amount (to be returned to original form of payment): $0. I wasn't told originally when I paid my deposit that I would be charged 300 per person to cancel.

  

  Business Response

  Date: 03/05/2025

  Thank you for reaching out through the Better Business Bureau regarding your concern.

  Our cancellation policies are detailed in our Terms & Conditions, which all travelers review and agree to when booking a tour. Cancellation fees vary based on the timing of the cancellation, and these terms can be accessed on our website.

  Since you may be eligible to file a claim through your travel insurance for the $300 cancellation fee, a representative will be reaching out with the necessary details to assist you with the process.

  Please let us know if you have any further questions.

  
  

  Customer Answer

  Date: 03/05/2025

  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 # ********. 

  When i talked to the thr lady, customer rep. *** didn't tell me that I could get a refund through the insurance and now I'm being told that I could've filed but it's to late to file so I'm still out 740 dollars the email copy I sent you in my original complaint didn't mention me filing with the insurance either, the woman was blunt and offered no help what so ever.

  I also didn't pay the total cost for the insurance so didn't qualify for anything through them,  I wasn't told anything else until now. Also, the deposit i put on the Europe trip was less than 300 per person wasn't told my money went to a deposit so I thought I was making payments toward my trip and their contract has been updated i wasn't notified of 300 pp deposit being non refundable 

  
  Regards,

  *******

   

   

  

  Business Response

  Date: 03/06/2025

  Dear *******,

  
  Thank you for reaching out regarding your cancellation. We understand that unexpected circumstances can impact travel plans, and we sincerely regret any frustration this situation may have caused.

  
  In reviewing your account, the total amount paid toward your tour was less than the combined cost of these nonrefundable items. Because of this, there is no refundable balance, and the amount paid does not meet the minimum threshold required to file a claim through the travel protection provider. A member of our team explained this at the time of cancellation to ensure clarity and transparency in the process.

  
  We apologize for any confusion or misunderstanding regarding these policies. Our goal is always to provide clear communication and support to our travelers, and we regret that this experience did not meet your expectations.

  
  If you have any additional questions or require further clarification, please continue to work with our team representative. We appreciate your feedback and hope to have the opportunity to welcome you on a future tour.

  
  In Gratitude,
  EF Go Ahead Tours

  Customer Answer

  Date: 03/10/2025

  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 # ********. The company didn't disclose i was making a 300pp deposit when I booked the tour I didn't even pay that much for a deposit I transferred my deposit which was much smaller from another trip and it wasn't explained to me that there was a non refundable 300pp deposit i thought I was making regular payments on the trip not towards a deposit. 

   

   

  

  Business Response

  Date: 03/13/2025

  Hello *******,

  We appreciate the opportunity to clarify our policies regarding deposits, payments, and cancellations here on the Better Business Bureau.

  When booking a tour with our Automatic Payment Plan, a $99 deposit is required at the time of booking. The remaining balance of the full deposit and the cost of any selected travel insurance are then distributed across all scheduled payments. The full cost of travel insurance must be paid for coverage to be active.
  
  On July 9, 2024, you opted out of the Automatic Payment Plan, at which point the remaining balance of the full deposit and insurance became due. As outlined in our Terms & Conditions, when switching to a manual payment plan, the full deposit and the balance of any travel protection plan must be paid in full.
  
  Regarding cancellations, a $300 per person fee applies when canceling within the specified timeframeapproximately 10 months post-booking and 18 months before departure. If an insurance policy is fully paid and the cancellation meets a covered reason, any eligible amount beyond this minimumincluding the cancellation feecan be submitted for reimbursement through the insurance provider. However, because the insurance policy was not paid in full, it was never activated, meaning no refund or claim can be processed.

  Our Terms & Conditions, which outline deposit requirements, payment structures, and cancellation policies, are publicly available at Go Ahead Tours Terms & Conditions. These terms were agreed to at the time of booking on May 7, 2024.
  
  We understand that cancellation policies and payment structures can sometimes be complex, and we strive to provide transparency at every step. If any further clarification is needed, the team member you have been working with would be happy to assist.

  Customer Answer

  Date: 03/13/2025

  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 # ********. Well it wasn't transparent and didn't specify that there was a 300 pp cancellation fee, you guys are now saying it's because it's a European tour cancellation fee. These terms i didn't agree on and it wasn't made known there was a bigger deposit to be paid throughout a extended period of time i was just told the 99 deposit i transferred from my other cruise was transferable and accepted for this tour.

   

   

• Initial Complaint

  Date:02/12/2025

  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.

  On February 5th, 2025 I was contacted by ** customer service representative ******** regarding a misrepresentation of tour details for a vacation I recently took with the company. I was offered a $100 travel credit per person or a $50 refund per person. I chose the $100 travel credit per person because I knew I would be booking again. I had purchased and paid for three people for the affected tour, so I understood that I would be receiving $300 travel credit ($100 x 3, or $100 travel credit per person).On February 12, 2025 I booked another tour and then today, contacted EF as instructed to ensure my travel credits were applied to the newly booked tour.When I called and asked for ********, a woman identified herself as ***** answered and told me that she could help me instead because ******** worked in booking, but my issue was regarding a booked tour.I explained about the travel credits, referenced the emails I've attached to this complaint and asked that they be applied to my balance.***** then told me that she would only be applying $100 of the travel credit. I told her that the email stated that the travel credit was $100 per person and since I had purchased and paid for all three of the tickets on the affected tour I was entitled to the full $300 applied to my new tour.***** refused to apply the additional credits. I explained that I was a loyal customer (this will be my 5th tour) and that I had spent almost $50,000 on the affected tour, but she refused to honor the promised incentive.I asked to speak to a supervisor twice. ***** refused to transfer the call stating that, "This is the end of the line, and you will not be getting the additional credits." I asked her if this was the way she wanted to treat a loyal and returning customer and she stated "Yes".I ended the call. I don't want to call customer service because I don't want to speak to ***** again. Please assist in contacting someone who can help.

  

  Business Response

  Date: 02/14/2025

  Thank you for bringing this matter to our attention using Better Business Bureau. A representative from the Customer Loyalty & Engagement Team will be reaching out to you to discuss your concern further.
  
  The representative who discussed the credit with you provided accurate information based on information that was available at the time. When credits are issued, they are assigned to each individual traveler rather than the person who paid for the tour. These credits are intended for each recipient to use on a future booking of their choice. However, we recognize that in some cases, flexibility is needed.
  
  We apologize for any frustration caused by how this was communicated and appreciate you sharing your experience with us. We will be reviewing the call in question and working with the appropriate teams to ensure continuous improvement in our customer interactions.

  Customer Answer

  Date: 02/14/2025

  [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:02/10/2025

  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 booked a tour to ******** with this company in 2023 and was paying monthly. All was good until the day of the arrival in ******** which was about a 22 hr flight. On January 17th I booked an option food of Bangkok walking tour which cost $125.00 As noted on the website we were promised nighttime of walking and stopping to sample dishes along the way... THAT DID NOT OCCUR. We were instead taken to restaurants that the tour guide suggested for a shared sit down meal with the group. THIS IS NOT WHAT I PAID FOR. The tour was supposed to be from 7pm-10pm we were ushered back to the bus at 9:15 and was shorted 45 minutes. On Jan 19th we arrived in ******... According to the itinerary we was supposed to travel by first-class to **************. We were instead loaded onto a ferry that was open to the general public. WE DID NOT RECEIVE FIRST ************* as part of what we paid for. On Jan 20th, was an optional tour that I paid $155.00 dollars for. The tour took place at the very same spot we was at the day before. It was a 2 hour ride one way to get to. The coordination and planning of this tour was horrible!!! We waisted a whole day on travel time and I got sick from the crowded Ferry ride and for that reason I did not attend.The ***** **** tour should have been an optional tour offered on the 19th. Our tour guide was incapable of handling such a large group by herself and it was poorly put together. I requesting a refund in full for the two tours I paid extra for which is a small drop in the bucket compared to what I paid. This was my first experience with EF GO AHEAD as I typically book with Gate 1 but sadly this will be my last as well.

  

  Business Response

  Date: 02/14/2025

  Thank you for reaching out through the Better Business Bureau. We appreciate the opportunity to address your concerns regarding your recent tour of *********
  
  At EF Go Ahead Tours, we strive to provide enriching experiences and continuously evaluate feedback to make improvements where needed. We regret that aspects of your tour did not align with your expectations, particularly regarding the optional excursions you selected.
  
  Regarding the food walking tour, we recognize that the logistics did not fully align with what was anticipated. While the experience still included sampling dishes, we understand that the restaurant portion differed from expectations. We have already shared this feedback with our operations team to ensure greater consistency moving forward.
  
  For the included island excursion, while the mode of transport met local standards, we understand that it may not have aligned with your expectations for comfort. We also recognize the impact that long travel times can have on an itinerary.Given your experience with the included excursion, its understandable why you chose to forgo the optional excursion you had pre-booked. However, as outlined in our policy, refunds are not provided for optional excursions canceled by travelers while on tour.
  
  That said, we took the groups feedback into account and extended a credit for the full amount of this excursion to all affected travelers. While we understand that a refund may have been preferable for some, we strive to assess feedback holistically and address concerns fairly across the group. For this reason, we are maintaining consistency in the compensation offered.
  
  We appreciate you taking the time to share your experience, as feedback like yours helps us refine our tours. While we hope to welcome you on another tour, we sincerely wish you the best in your future travels. 

• Initial Complaint

  Date:02/07/2025

  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 went on a Thailand Tour with this company and they charged high cost but the quality of the hotel accommodations, food, and other amenities promised did not equate to what we were charged. The excursions purchased did not align with the online descriptions for three of the Tours and areas where we were supposed to travel were eliminated after arriving in ********. I was not told prior to departing US of any of these changes. The tour was marketed as a luxury tour yet we stayed at 2.5 star hotel, were constantly served cold food, plus expected to tip constantly which was not clearly stated or communicated prior to the trip. The only tips we were recommended to account for were for the tour bus driver in ******* and the tour director.I had a 2-hour call with EF addressing all of my concerns in addition to a very specific online feedback form where I listed the same concerns. I asked for a full refund for the excursions which didnt match the online descriptions along with an overall 30% refund for the total of the trip, minus the excursions, and was very specific I wanted a refund not a credit.After 2 weeks they responded to my email offering me less than $300 CREDIT and no refunds at all. They are scamming people out of money, catfishing people with inaccurate online trip descriptions, changing details of the trips once travelers have landed in ********, and overall not doing business in good faith for their customers. Clearly there are many complaints against this company for similar ********** I want a FULL refund of my entire trip! They cannot continue to scam people and not expect to be accountable! *****! SHAME!!

  

  Business Response

  Date: 02/14/2025

  Thank you for reaching out to us through the Better Business Bureau. We appreciate the opportunity to address your concerns.

  At EF Go Ahead Tours, we continuously gather and evaluate traveler feedback to refine our experiences. When concerns arise, we review the reasons behind itinerary changes, how they were communicated, and how they impacted our travelers. In this case, we assessed feedback on the excursions, overall tour experience, and the tour directors leadership.

  Our review identified inconsistencies in some excursion descriptions, including a change in the boat used for an island excursion. This adjustment was made in response to previous traveler safety concerns, though we recognize that the longer boat ride resulted in disappointment for some. While certain aspects of the tour differed from what was originally anticipated, our assessment did not indicate a widespread failure to meet our service standards.

  Regarding accommodations, the hotels used aligned with our established criteria, balancing location and quality. While we strive to use the properties listed on our website, availability may require substitutions. Additionally, while some hotels offer pools, we do not guarantee this amenity at every location.

  We understand that some elements of the tour did not align with what you had envisioned. As a resolution, we provided a travel credit to offer another opportunity for exploration. While we recognize this may not have been your preferred outcome, this approach was taken to address concerns fairly across the group.

  With 60 years of experience in group travel, we remain committed to delivering enriching experiences and making improvements when needed. While we regret that this tour did not fully align with your expectations, we appreciate your feedback and will use it to enhance future offerings.

  Thank you again for sharing your experience with us.

  
  

  Customer Answer

  Date: 02/14/2025

  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. 

  I do not want a credit from this company as I will not use their services again ever. I am asking for a refund in the amount of $145 + $125 for the two excursions that Ive been offered credits for.  The food excursion was $125usd as shown in the screen shot. I was told I was only charged $115 for the food excursion but the screenshot clearly shows it was $125 and I have not received detailed invoice proof to the contrary which is why I am stating $125usd. I have also attached the screenshot of the $145usd credit offered for the other excursion. 
  

  It is not acceptable to me to receive a credit. I want a refund of $270usd.
  
  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: 02/20/2025

  Thank you for reaching out again to continue this conversation. We understand that you do not plan to travel with us in the future or use the available credits toward a new booking. While we recognize your request, we have not extended the same option to all travelers, and we must remain consistent in our approach.

  Regarding the optional excursions, you were charged $115 for the food tour you participated in, as well as an additional $145 credit for the other optional excursion you mentioned. These costs are accurately reflected on your invoice and confirmed in our internal records.

  We regret that this experience has impacted your view of EF Go Ahead Tours. While we understand your disappointment with the resolution, we hope our transparency in outlining our process and decisions demonstrates our commitment to addressing traveler concerns. 

• Initial Complaint

  Date:01/30/2025

  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 booked a group tour to *****. The company cancelled the tour the day before the trip was to leave, refunding part of the money and giving me a voucher for $1000. I had insurance to protect my purchase and it was the company who cancelled the trip. I asked for a total refund and they refused. I could not use the voucher in the time allotted as I could not travel. They said it expired and that the books are closed and will not refund me the $1000 even though they spent no money as the trip never occurred since they cancelled it. I have tried speaking with the travelers support people there and have gotten nowhere. I have seen that they have done this to other customers as well. Please help! Thank you

  

  Business Response

  Date: 02/03/2025

  Thank you for reaching out through the Better Business Bureau. The cancellation in question pertains to a tour originally scheduled to depart in March 2020, which was unfortunately canceled due to the COVID-19 pandemic. At that time, we faced difficult decisions on how to support our travelers while also managing the significant financial impact of widespread cancellations and uncertainty about the future.
  

  To ensure you didnt lose your full investment, we provided a flexible option that would allow you to complete your original scheduled tour at a different time. The option approved by management allowed you to recover part of your costs while still having the opportunity to rebook for a later date. Many travelers on the originally scheduled tour had to reschedule multiple times due to ongoing uncertainties but were ultimately able to complete their trips. We understand your desire for a full refund; however, due to the timing of the cancellation and costs already incurred, we were unable to offer an additional exception.
  
  We recognize that each travelers situation was unique, so we took a flexible approach by making exceptions to extend the voucher's validity when requested. However, nearly five years have passed since the original tour date, and the voucher has now expired. Unfortunately, we are unable to reinstate it. Our representatives worked directly with our finance department to explore any possible alternatives, but there are no further options available.
  
  If there's anything else we can assist you with, please don't hesitate to reach out. However, were unable to make an exception in this case. We sincerely wish you the best in your future travels, whether with EF Go Ahead Tours or elsewhere.

  Customer Answer

  Date: 02/03/2025

  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. 

  While it is true that I was given a partial refund, they gave me a credit of $1000 to travel within the year.  Other people on the tour received a full refund and I have spoken to others with similar situations (not on this particular tour) who have received the refund via BBB.  I have spoken to others who feel as I do...that this company is taking advantage of the ***** situation by keeping money from clients whose trips were cancelled by the company (not all due to *****).  Right after the tour was to occur and due to ***** still being a reality, I was unable to travel. I was told to call back yearly to extend the credit as I was uncomfortable traveling at that time, plus was dealing with ill parents on hospice that were in my full time care.  I called yearly, but in my most recent communication, they say they have no record of the last time I called to extend thus telling me that the credit has expired.  I had it in my calendar with a notification to call them to extend on a date that they told me.  For them to tell me I didn't call to extend is absurd when I have done so every year.  

  I booked that trip because I had time to travel.  I do not have that luxury right now.  No travel occurred so no hotel, no food, no tours, no tour leader, no van service, no ground tours, no flights occurred so what cost did they incur?  There were true expenses I paid for in anticipation of the trip ****** etc), but I know that's a loss.  Why am I being forced to travel with them at another time? I don't have that flexibility.  

  Bottom line is I paid for a service, an organized tour to another country that never occurred.  Why are they entitled to keep any of that money?  If they kept $1000 from all travelers...they're making a huge profit since their expenditures were none!  I wish to receive a full refund of the monies I paid for a tour that was cancelled on me the day before the trip was to occur. 
  
  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: 02/07/2025

  We appreciate your ongoing communication regarding your concern. We recognize the challenges you faced, both due to the pandemic and your personal circumstances, and we regret that we couldnt provide a resolution that fully meets your expectations.
  
  Operating our tours involves many teams behind the scenes, and these costs are factored into pricing and cancellation policies. Additionally, during that time, we had to account for the financial impact of widespread cancellations and honor contractual agreements with our suppliers.
  
  We want to clarify that no travelers on this particular tour received a full refund. Some travelers received full-value vouchers, while others opted to rebook at that time and had their funds transferred to a new tour. In your case, we had already made an exception by providing both a partial refund and a voucher, as this approach was only offered to certain travelers with specific booking terms during that period. 
  
  In response to the challenges and uncertainty of 2020, we extended voucher validity multiple times to give travelers more flexibility. We appreciate that you reached out annually regarding your credit, and we regret any discrepancy regarding your most recent extension request. Unfortunately, by the time you last spoke with a representative, the voucher had already been expired for a significant period,and our finance team is unable to reinstate it.
  
  We understand that circumstances no longer allow you to travel, and we truly wish you had been able to take the trip you originally planned. If theres anything further we can assist with, please dont hesitate to reach out. We appreciate your time and wish you all the best.
  

  Customer Answer

  Date: 02/10/2025

  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.

  The response is inaccurate as I know of other travelers who received full refunds and others who still have vouchers that were extended.  I was meticulous about renewing the voucher yearly and I don't feel that I should be penalized because they neglected to keep notes of my interactions.  To say that the "books are closed" or that the "voucher expired" or that "too much time has passed before I made this contact" is unacceptable.   There was no notice that the voucher was expiring/expired so naturally I thought it was extended as I had made contact to extend it (as I always had done) every year.  Why would my behavior change?  Clearly, they have record of me doing that yearly since 2020.  It is unfair for this company to keep $1000 of mine when no trip occurred.  If they were going to let me use it on another tour, what difference is there between doing that and refunding the money?  

  I was just made aware that there is a class action lawsuit in reference to this exact issue...travelers from that time having their money withheld/stolen from them.  

  No trip occurred...it was cancelled by them...I should not be penalized for that.  $1000 is a lot of money for one person to not go on a trip.

  I would like a refund.

  
  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,

  ********