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:09/04/2022

  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 was scheduled for the ** Go Ahead Tour of ***** with the Sorrento Peninsula extension leaving ***** on April 2, 2022. I prepaid $5,000 including my air fare. I was at the airport with 3 boarding passes to get me to ******. At the last minute my first flight was cancelled. There were no flights available for four days. I cancelled the trip since I would miss the first two cities. ***** said that they would refund my flight, but since ** booked the flight the refund went to them. ** told me that they couldnt do anything and my trip insurance denied my claim because they dont cover problems with flights. ** got paid twice for my flights and offered nothing to me. This is not proper customer service.

  

  Business Response

  Date: 12/09/2022

  Hello *****,

  Thank you for reaching out to us on the Better Business Bureau regarding your flights. We are so sorry for the stress and frustration this has caused. We can assure you that in the event that any airliner provides a refund or any form of compensation we immediately pass that back to the traveler. We will make sure that a team member reaches out to you to get this all sorted out. Thank you again for your understanding, patience, and feedback. 

  In Gratitude, 

  EF Go Ahead Tours.

• Initial Complaint

  Date:09/03/2022

  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 was supposed to travel to *********** on a Study Abroad tour from May -June 2022 at a cost of $4049. Because I was about to graduate (and the trip had been postponed multiple time due to COVID), I asked my trip to be canceled in March 2022 and the amount refunded. I have called EF *** Ahead Tours multiple times (at least five times) since March 2022 (when I canceled the trip) and asked for a refund. They duly apologize and mention they will send me a refund check, but have failed to pay until now. My customer number is ********.

  

  Business Response

  Date: 09/09/2022

  Hello ******,

   

  Thank you for contacting us through the Better Business Bureau. I looked through your file and can see that a refund check was issued to you as on 8/26/2022 and sent to the address on file. You should receive this check in the mail within 2-3 weeks from the time of processing. Please don't hesitate to contact us at ************ if you have remaining questions, or if we can assist you further in any way!

   

  All the best,

  EF Go Ahead Tours 

  Customer Answer

  Date: 09/09/2022

  [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:08/30/2022

  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.

  I recently got back from an EF tours solo trip to ********. During this trip, with two nights remaining, I got cornered in the back of the bus and was verbally threatened by another person on the tour. I felt completely threatened and terribly uncomfortable. This happened in front of another passenger on the bus. I immediately reported it to the tour director who had mentioned this person will be removed from the tour because they have caused a few problems beforehand on the tour. They moved me immediately to the front of the bus and the person who confronted me was in the rear. I felt so uncomfortable because the person was not removed from the tour and I felt threatened so I booked another hotel away from the group. I got a call from EF tours later that day apologizing that I had to go though this on my vacation and that they would call me back since I told them I had to go out of pocket for a new hotel. I never received a call nor was the person kicked off the tour. I believe I deserve some sort of compensation for having to pay for a new hotel and the fact that I felt so uncomfortable that I had to leave the group.,

  

  Business Response

  Date: 09/09/2022

  Hi ******,

  
  Thank you for contacting us through the BBB. A member of our team has reached out to you via email to follow up and discuss this matter, please respond directly to them so that we can address your concern.
  
  Thanks again,
  Go Ahead Tours

  Customer Answer

  Date: 09/19/2022

  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 has not been resolved. The companys response was incorrect and they made up things. Its not fair  

  

  Business Response

  Date: 09/28/2022

  Hi ******,

  Thank you for following up with the BBB. We have not received a response from the message sent to you by one of our agents, but we regret that you do not feel this was properly addressed. Your feedback is important and will be considered as we encounter situations such as these in the future. As always, if you'd like to discuss this further, please do not hesitate to reach out to us directly.

   

  Thanks,

  EF Go Ahead Tours

  Customer Answer

  Date: 09/29/2022

  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. 

  Hi that is not right. I did respond to their message I am not sure why they said that? I was verbally harassed and threatened during my vacation with EF tours in ********. They told me the person who threatened me would be kicked off the tour and he wasnt. In response, I felt uncomfortable staying at the same hotel as this person so I switched hotels. I should be reimbursed for this. I didnt want to switch hotels, I already paid for the original ********** would I just switch? That makes no sense and I should be reimbursed.  

• Initial Complaint

  Date:08/28/2022

  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.

  My complaint is that we missed the whole first day of the ************ Flavors of *******, tour, which was July 24th, 2022, due to the company's inefficiencies. I traveled with 3 other people, so this complaint is for all of us.We paid $1,300 above the tour price to have EF Go Ahead Tours book our airline flights, expecting that they would choose flights that would best coordinate with the tour itinerary. However, since they only allowed 1 hour and 15 minutes to transverse the ************* to make our connecting flight, we missed the flight and had to wait 12 hours in the ************* until we could get another flight to ********. We called EF Go Ahead Tours Support 3 times during the day, but in the end, there was nothing they could do. Because we were so late in arriving, we missed the transport from the airport to the hotel by the tour company and had to take a taxi. They did reimburse us for that. Arriving at almost midnight, we missed exploring ******** on our own and the welcome drink and dinner at a ******** restaurant. One piece of luggage took another day and a half to catch up to us. On the return flight home, EF Go Ahead Tours booked us on, "standby," which we did not know until we got to the airport. After three hours of working with the airline staff, (EF Go Ahead Tours Support was called, but could not do anything for us), we were fortunate to get on the plane, but were sitting all over. I sent a certified letter to EF Go Ahead Tours at the ********* ** address detailing this and requesting a refund. It was received by them on 8/17/22 and I have not received a response. My fellow traveler has been calling the EF Go Ahead Tours ************** since our return on 8/3/22 but has not been able to speak with anyone who can address our complaint. We calculate that we should be reimbursed for one day of the tour, $350, plus the fee EF Go Ahead Tour charged us for booking the air flights. I estimated that to be $130 per traveler.

  Customer Answer

  Date: 09/10/2022

  EF Go Ahead Tours has not responded to my certified letter nor my complaint with the Better Business Bureau.  I don't know how to get their attention.  They clearly don't seem concerned about their standing with you or me.

  

  Business Response

  Date: 12/06/2022

  Hello ********,
  
  Thank you for reaching out to us via the Better Business Bureau to share your experience. We regret that your tour experience was disrupted due to a short connection time; this matter has been addressed with our Flights team to ensure travelers have sufficient time to make their connecting flights in the future. Regarding your return flights,I want to clarify that Go Ahead did not book you on standby; rather, the airline unfortunately oversold your flight. In the future, we recommend checking in 24 hours prior to departure to reconfirm your seat assignments and decrease the likelihood of being placed on standby. Nevertheless, we acknowledge this situation was frustrating and added stress to your flight experience.

  
  Since your initial outreach to the BBB, I see you have been working with a manager from our Traveler Support team.She has provided you with information to file an insurance claim for missed time on tour, in addition to offering your travel party future travel vouchers for your inconvenience. It can take several months for claims to be processed,thank you in advance for your patience as the insurance company works to process your request as soon as possible.

  
  Despite the challenges with your flight arrangements, we hope you had a wonderful experience in ***** and returned home with many positive memories from your travels. We are committed to providing you with an excellent experience from start to finish and hope to have another opportunity to deliver the experience you were expecting on another tour in the future. Please dont hesitate to reach out if we can be of any further assistance.
  
  Best Regards,
  EF Go Ahead Tours

  Customer Answer

  Date: 12/07/2022

  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 is nice to finally hear a reply from GoAhead Tours after so many months.   It is true that we are awaiting a decision by the insurance carrier and, therefore, this is NOT resolved.  It is very possible that the insurance company will deny the claim as it was your company's fault that this all happened.

  Your advice about us having to confirm our flight home is again demonstrative of your company's lack of communication.  Why did you not instruct us to do so?  I was frequently on the app and the website with the countdown to the trip and the list of things to do.  We fully expected that you were handling all the travel arrangements and we did not have to do anything.

   

  [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,

  ********

   

   

  

  Business Response

  Date: 12/08/2022

  Hello ********,

  
  It is not possible for Go Ahead Tours, nor any tour operator or third party,to check in travelers for their outbound or return flights. This is because the check in process requires personal traveler information that must be confirmed by the individual taking the flight. In addition, as part of the check in process, you are agreeing to certain terms and conditions set by the airline that we cannot confirm on your behalf. It is the responsibility of every traveler to ensure they are checked in for their flights. Travelers are reminded to check in for their flights  in the arrival day guide under the flights section (step 3 under "Before you Go") in both the mobile app and online account.

  
  Regarding seating, we do provide information stating seat assignments are fully at the discretion of the airline in several places for our travelers to see prior to departure: in your online account under the flights section, on the flights FAQ page on our website, in our mobile app, and via email 44 days prior to departure.

  
  We always strive to make information as clear and visible as possible and appreciate your feedback on this matter; your experience has been shared with our mobile app and online account teams so we can continue to make improvements to our resources.

  
  While we cannot speculate as to whether your insurance claim will be approved or denied, we are committed to working with you to address your concerns. Please let the Traveler Support manager you have been corresponding with know if your claim is denied so we can assist further.

  
  Best Regards,
  EF Go Ahead Tours

  Customer Answer

  Date: 12/12/2022

  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

  You are mixing up the issues.  Of course, we tried to check in, but we received a message that we had to do it at the airport.  Not being seasoned travelers, we did not understand that to be that we were on the standby list.  That was not evident until we arrived at the airport.  In any event, we purchased the transportation through Go Ahead Tours to avoid any issues.  Didn't you realize there was an issue with seating?  I expect you have more experience with this than the customers who rely on you to book the travel.
  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:08/18/2022

  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 purchased a trip to ***** in 2020 but was postponed to 2022. I purchased business class seats for myself and my family. I inquired about extending my stay in Europe by a few days and amending flights. I heard nothing back for a few weeks and a flight itinerary came over none the less without the additional dates added. They were fine seats in business class. a few days after that EF tours sent over a new itinerary proposal which would have me pay thousands more for those few days added in economy seats. I in No way approved this proposal. I responded to EF in a quick manner with my concerns and possible solutions. I had my original itinerary in tact and without no approval from me, they switched it to proposed itinerary despite my objections. To make the trip whole and as close to the original trip I planned, I had to pay upwards of $11,000. I've waited 2 months for a talk with management EF to try to get answers and possibly some sort of refund or credit. A couple hundred dollars was offered as credit and 0 apology or acknowledgement. Unacceptable solution. Attached is a timeline and a copy of the formal complaint email.

  

  Business Response

  Date: 08/26/2022

  Hello *****,

  Thank you for contacting us with your concern. Since your initial outreach to the BBB, I see that you have been in contact with a member of our management team to schedule a follow up conversation.

  We remain committed to assisting you with anything you may need; please do not hesitate to reach out if so.

  All the best,

  EF Go Ahead Tours

• Initial Complaint

  Date:08/17/2022

  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 through this company over the phone with a sales person. I absolutely included my husband in the booking and asked for private rooms for the accomodation because of his snoring, We both updated our passports at a cost of more than 135 dollars, ************* I logged into this site to update information and saw only my name for passport information. Since this was my first time dealing with this site, I incorrectly assumed my husbands information was not yet required. When I logged in to update our safe traveler information, I could not find his information. When I contacted the representative, I was told that the trip was only for me. Obviously, I was not prepared for that answer and requested to cancel. For the record, this payment information was started on April 20th. First payment was $3, 064, second payment was July 8th $3139. These payments included travel protection of $449. I am now told that only $2000 will be returned to me and the remaining would be applied to a voucher for future use. There is no way I could travel with this company in the future. The reason for holding the money is that 1. I cancelled too late. 2. The assumption must be made that since I did not mention my husband's info that I knew it he would not be traveling. As such, My integrity is being questioned. For the amount of money, I paid for the trip I assumed it was for both of us. In addition, I told the salesperson, To scheldule direct flights from JFK and was assured it would be done. When I saw the flight arrangements, I noted there was one connecting flight in the beginning and 2 on the return trip. Lastly, I was now told that the two thousand dollars returned to my card would take 2 to 3 weeks when it took 10 minutes to clear for my payment. I would like the entire amount returned( $6,203) since I do not intend to travel with this company. I feel that agism may be at play here, since I am 76 years old

  

  Business Response

  Date: 08/26/2022

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

  Thank you for reaching out to us through the BBB. We have had Go Ahead's management team review your reservation call, and found that there was indeed a miscommunication--albeit unintentional--that resulted in your being booked without your husband when you were under the impression that the cost was for two travelers. Therefore, we have issued a refund--please see your email for additional details regarding this. 

  We apologize for the frustration, and appreciate your understanding. 

  All the best,

  EF Go Ahead Tours. 

• Initial Complaint

  Date:08/11/2022

  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.

  Go ahead Tours charged for a trip and failed to apply proper credits. While on tour, this company failed to address policy violations by the tour director and provided a less than a safe place for me to travel. they failed to reimburse me for the tour experience they failed to provide. Failed to reimburse me for booked flights they did not provide leaving me with booking my own flights. For future trips reserved and booked, they failed to reimburse the money and now will not even respond to my emails nor calls.

  Customer Answer

  Date: 08/21/2022

  I have not heard from the business in response to my complaint.And they refused to answer my calls or emails.

  

  Business Response

  Date: 12/09/2022

  Hello *******,

  Thank you for reaching out to us on the Better Business Bureau. Upon reviewing your account we are glad to see you were able to resolve this issue with one of our Support Specialists. We hope you made some amazing memories while on tour with us and are so glad to see that you have booked 5 more tours over the next 2 years. Thank you for  your ongoing loyalty and we will be sure  to have a team member reach out to ensure everything goes smoothly on your upcoming tours. 

  In Gratitude,

  EF Go Ahead Tours

  Customer Answer

  Date: 12/12/2022

  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. 

   

  Go ahead tours has failed to investigate this matter. On 12/12/22 at 10:30 AM a representative called and confirmed that Go Ahead has not completed any investigation on this matter. I am expecting a full refund for this tour and to be compensated to having my safety jeopardized while out of the country due to the negligence of the tour guide.

  [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,

  *******

   

   

  

  Business Response

  Date: 12/14/2022

  Dear *******,

  We thank you again for contacting us on the Better Business Bureau. Upon looking at your file we see that this case has an open and ongoing investigating. Being that the tour did take place and you remained on tour for the full duration of the tour; a full refund will not be provided.  We do encourage you continue working with the specialist that has been in touch with you as we resolve this case in a direct line of communication. We look forward to traveling with you on your upcoming tour to ******, ******* and ***** in 2023.  

  In Gratitude,

  EF Go Ahead Tours. 

  Customer Answer

  Date: 12/15/2022

  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:08/05/2022

  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.

  EF Go Ahead Tours customer # ********, Wonders of ****** ********************** Tour Scheduled for Oct. 22-Nov. 3, 2022.I learned through my tour roommate that EF GoAheadTours had changed the tour from group status to individual traveler status. I had purposely booked a group tour because of the tour leader, ********************. ******************** called my roommate and informed her of the change. EF GoAheadTours never contacted her about the change, and they never contacted me. I booked the tour on Sept. 15, 2021 and paid a deposit of $869 on 9/15/21 and an additional $30 on 2/14/22 ($899 total). I called EF GoAhead Tours on 8/5/22 at 5:09 pm EDT and spoke with "Kepsia" *************) and asked for a complete refund since EF GoAhead changed the nature of the tour (group to individual travel). The agent would not offer me a refund. She said that I could convert to the individual travel, rebook on another tour before Nov. 3, or lose the deposit because I was cancelling after the contract deadline.I want a full refund of my $899 deposit, as EFGoAhead Tours changed the nature of the tour and it is no longer what was represented in the tour description for a group tour. A group tour was purposely booked so that we would have the particular tour guide, ********************. Since the group did not fill to meet EFGoAhead Tour's needs, it was change to an individual's tour. My roommate has cancelled her trip after speaking with ******************** and gotten a refund.

  

  Business Response

  Date: 08/15/2022

  Hi *******,

   

  Thank you for contacting us through the BBB. A member of our team has reached out to you via email to follow up and discuss this matter, please respond directly to them so that we can address your concern.

   

  Thanks again,

  Go Ahead Tours

  Customer Answer

  Date: 08/16/2022

  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:08/03/2022

  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 ***** before Covid.I had a double occupancy room. I broke up with my boyfriend, which the reservation was under my name. I spoke with ******************* June 24th, paid for my father in full to take his place in my double occupancy room. Now I am being told he is on a waiting list and I cannot get any answers from go ahead confirming he is in my double occupancy room with me. We are both paid in full for this trip, December 22nd, 2022. I need your assistance with getting this resolved. I was called by Yasenya ****** August 2nd, 2022. She will not return my call. I was just hung up on by GoAhead Tour when I insisted on confirmation of my fathers reservation which they have the full payment for which is over ***** plus my fee.

  

  Business Response

  Date: 08/11/2022

  Hello Alexandra,

  Thank you for taking the time to contact us through the BBB. We do apologize for any frustration that you experienced while awaiting your father's approval off the waiting list. In reviewing your file, it appears that you were contacted on 8/4/2022 to inform you that your father has moved from the wait-list and is now fully confirmed on the tour. We look forward to traveling with you soon, and thank you for using Go Ahead.

   

  Best Regards,

  Go Ahead Tours 

• Initial Complaint

  Date:08/03/2022

  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 tour with Go Ahead tours was first scheduled for 2020. Due to Covid-19 the tour was postponed. At that time I was charged $950.00 for my flights with this trip. It was postponed again in 2021. In 2022, the trip was going to actually go. During the lead up, I was called to upgrade my flight seat. I was charged $1158.00 to upgrade my economy seat to premium economy!. I could have waited and upgraded my seat with ****** airlines for $199.00. I assumed that ALL flights were paid!!!!! I received my credit card statement and there was a charge for a flight on Lufthansa for $****** for my flight from ****** to ******. I called GoAhead and they stated that it must have been another charge that I had made. I called Lufthansa and it was for my FLIGHT (oneway) so that I could catch the flight to ****** to come home. What is Go Ahead trying to pull????? At the least, Go Ahead needs to refund the ****** for the flight. And I think they need to refund some of the difference between what they charged and what the airline charged for the upgrade from economy to premium economy!

  

  Business Response

  Date: 08/11/2022

  Hello ******,

  Thank you for taking the time to contact us through the BBB. Although we include the cost of flights in the initial trip quote (if travelers request included airfare), we do not provide the "upgrade cost" unless a traveler specifically asks for it. This is why there was an additional cost when you upgraded from economy to premium economy. Next, as communicated to you when you reached out to Go Ahead, neither we nor our travel department have access to your credit card and could not have made any additional charges as we do not have access to that account. As suggested previously, we would recommend that you follow up directly with Lufthansa to see whether an in-flight purchase or surcharge was applied to your card on or before your flight. We appreciate your feedback regarding the communication and confusion regarding your flights, and this has been shared with our management team for further review. Thank you again for your time, we hope to have an opportunity to travel with you in the future.

   

  Best Regards,
  EF Go Ahead Tours

  Customer Answer

  Date: 08/12/2022

  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,

  ******