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:06/27/2022

  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.

  ******** account number I paid for a VERY expensive once-in-a-lifetime 13 day trip to ******* for myself and my daughter. (We do NOT live in the same house, and did NOT room together). I developed some minor cold-like symptoms day 4 of our trip and was instantly tested for Covid--as was my daughter, who had NO symptoms--and we were immediately told we had to quarantine for 7 days, test repeatedly, fly home late...and the tour left. I am a nurse, and said that this can't be right! EF Covid promise:Illness on tour If a traveler is diagnosed with COVID-19 while on tour, the traveler diagnosed with COVID-19 will be required to isolate based on the guidance of the destination they are in. The remainder of the tour group will be required to quarantine on tour and adhere to testing guidelines for COVID-19, in accordance with local guidelines.From ********* health care website (https://www2.hse.ie/conditions/covid19/testing/get-tested): "You do not need a test if you are:under 55 years of age with symptoms of COVID-19 and you are otherwise healthy age 55 or older and you are fully boosted, even if you have symptoms of COVID-19 If you have symptoms of COVID-19 If you have any symptoms of COVID-19, even mild ones, you should:self-isolate (stay in your room) until ****************************************** fully gone wear a face mask if you have to be around other people Do these even if you completed your first round of COVID-19 vaccination, had a booster, or had COVID-19 in the past."So, EF didn't follow their own policy. There was NO need for my daughter and I to miss the entire tour and endure missed flights, extra missed work, missing suitcases.... (My daughter never did have symptoms, and mine were gone within 24 hours). Even if we'd been allowed to return home on time it would have saved me thousands of dollars. I can't get them to explain why they didn't follow their policy! and I've been home almost a month now.

  

  Business Response

  Date: 08/03/2022

  Hello Virginia,
  
  We truly regret that you and your daughter had to isolate due to Covid on tour and that this negatively impacted your experience in Ireland. In the interest of the entire groups health and safety on tour and in accordance with our safe traveler agreement, travelers do need to isolate based on local regulations if they test positive even without symptoms. At the time of your tour when we consulted with local authorities on your behalf, we were advised by the ********** of Ireland that your isolation period was to be 7 days. You and your daughter are covered by our ********** Promise and have been provided with future travel vouchers for the time you missed on tour. We hope to provide you with a once-in-a-lifetime experience to Ireland in the future,please reach out to our traveler support team if we can be of any further assistance.
  
  Best Regards,
  EF Go Ahead Tours

  Customer Answer

  Date: 08/10/2022

  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. 

  Their reply made no sense, as it contradicts what Ireland's health policy regarding Covid said.  I don't believe for a second that EF Tours spoke with anyone in Ireland regarding the situation.  If they had, I'm sure we would have been allowed at least to travel home on time, so that I didn't also have to miss work (and a flight! for which I'm still out $5000!)  And, if this were true--that they'd actually spoken to someone in Ireland's health department, why wouldn't they have said so any of the numerous times I've asked them about it?  I think they make up their Covid rules as they go (see FB page regarding EF Horror Stories--you'll see what I mean).  

  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,

  Virginia

   

   

  

  Business Response

  Date: 08/18/2022

  Hello ********,

  We recognize and regret how frustrating and difficult this situation has been for you. That said, the safety of the group (along with adherence local regulations) is our top priority when it comes to the spread of Covid-19. As stated in the Safe Traveler Agreement, which you both signed prior to this trip, in the event of a positive test for Covid while on-tour, we must act accordingly to ensure the safety of everyone in the group. Again, we hope that utilizing the Travel Vouchers (provided to both you and your daughter) will give you an opportunity to take this fantastic Irish trip at some point in the future. If you need any further assistance please reach out to our traveler support team.

   

  Best Regards,

  EF Go Ahead Tours

• Initial Complaint

  Date:06/26/2022

  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.

  Bus tour with EF go ahead tours from May 12-May25, 2022 to ******, *****, *********, and ******. We paid for an excursion to ***** in *********. The excursion description said we would go to ********* if the flower market was closed and we did not do that Just a tour around the town. Not what we expected at all. We want reimbursement for this excursion since it was not what was promised in the brochure. They will refund us only $75 and that has not been done. We want a refund of the full price we paid of $230.We went by train from ***** to *********. The train schedule changed and we had to leave much earlier from the hotel so we couldnt eat the free breakfast at the hotel. We want reimbursement for what we paid for breakfast. As of now, we have not received that refund even though go ahead said they would refund our $29.Then we were supposed to fly from ********* to ******. We got to the airport in ********* and were told that our flight was cancelled. They booked us on another flight the next day. So we had to go back to the hotel in *********. The flight the next day had a layover in Frankfort so we did not get to ****** until 9 PM that night. So we lost 2 days in ******. We only had 1 day in ******. I know it wasnt their fault about the flight but we feel we were cheated on the extension we paid for to go to ****** and want our money reimbursed for that too. They are able to offer a $500 future travel voucher to compensate for the missed time. We want a FULL REFUND NOT A CREDIT of $889 pp for a total of $1778. The tour guide also emailed go ahead to make sure we ALL received a full refund for the extra expense of the trip to ******. So we want a full refund of $2037. We also bought trip protection which they are not honoring either. Attached is the insurance policy and excursion descriptions and the invoice of our paid trip. We have written to them 3 times already asking for the same reimbursement and they refused as per above.

  Customer Answer

  Date: 07/08/2022

  I have not heard from the business in response to my complaint.  We emailed them again asking for our money to be refunded and they have not replied.  We have not received the monies we feel is still owed to us because the tour was not done as promised by EF go ahead.

  

  Business Response

  Date: 08/03/2022

  Hello ******,
  
  Thank you for reaching out and sharing your concerns. Unfortunately, we were not able to take your group to ********* and the flower market was closed the day of your visit. We issued a partial refund of the excursion back to your credit card as you did not receive the full advertised experience. Due to the train schedule change, we understand that you had to purchase your own breakfast. We refunded the $29 you paid for breakfast, thank you for your flexibility during an unforeseen change in plan.  Regarding your tour extension,we regret that your time in ****** was cut short due to an airline schedule change.As this situation was out of Go Aheads control and we provided extended accommodations in ********* in addition to the prepaid reservations in ******,we are unable to provide cash refunds. We have provided all affected travelers with a future travel voucher valid for one year. One of our traveler support specialists has been in contact with you to provide the insurance information you requested so you may file a claim for reimbursement through the insurance company.Please dont hesitate to reach out if we can provide any further assistance.
  
  Best,
  EF Go Ahead Tours

  Customer Answer

  Date: 08/04/2022

  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. 

  We will not be traveling using go ahead again.  We want a refund of the entire cost to go to Berlin plus they did not fulfill the advertised trip to *****.  We should have gone to *********.  This is unacceptable.  We want a refund not a credit.  We received the breakfast money back.  YOu can refund the other monies.  If you did it for the excursions we never went on and the breakfast, you can refund our other money.

   
  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: 08/11/2022

  Hello ******,

  Thank you for your response. As mentioned previously, the voucher provided to all travelers was issued in an effort to acknowledge the frustration caused by the airline delay--and, although out of Go Ahead's control--we understand that this was very disappointing.  Although we are unable to provide cash refund for reservations which we were not refunded, one of our traveler support specialists has been in contact with you and provided the insurance information you requested so that you may seek a cash reimbursement through those means. You are welcome to utilize the voucher regardless of whether you go through the claims process with the insurance company, however. Thank you for your understanding, and please dont hesitate to reach out if we can provide any further assistance.
  
  Best,
  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.

  We have reviewed the insurance policy and it doesn't apply here.  It only covers if one has to cancel BEFORE the trip starts not during.  Again, you gave us a refund for excursions we never went on.  At least give us a REFUND of the money your credited us.  You can at least show good faith to do that.  We will not be using the credit.

  
  
  FAQ
  
  Regards,

  ******