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:10/17/2024

  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 called the tour company to see if I could join the Greece tour that my friend had signed up for. They said I could go but I would have to pay upfront the full amount which I did. They took it out of my checking account because they did not take Amex. That same day I recieved an email stating I could no longer go on the tour and my money would be refunded. It has been 3 weeks and no money. I have called everyday. I'm at a loss at what to do. They have on their website 100% refund guarantee if within certain dates which I was totally within, and a lady named ******* ***** stated verbally on the phone to ***** discussed, since we are so close to departure, you will be required to pay in full at time of reservation. We will reach out to internal teams to confirm all details. Teams would reach out within 5-7 days with confirmation or denial. If denied, you will be eligible for full refund. You can see more details here. Last I heard in spite of numerous attempts to reach her

  

  Business Response

  Date: 10/22/2024

  Thank you for reaching out to us via the Better Business Bureau. We sincerely apologize for any frustration or concern caused by the delay in processing your refund. Please be aware that refunds for payments made via direct debit cannot be returned directly to a bank account. Instead, a check is issued and sent to the traveler's address on file.

  Issuing checks typically takes 3-5 weeks from the request date. We apologize if this timeline was not clearly communicated during your initial call, and for any inconvenience caused. A representative later provided clarification on the process and shared specific dates for when your check will be processed and sent.

  If you do not receive the check within the expected timeframe, please don't hesitate to reach out to us. You can contact us by phone or through our *********** on the website for further assistance.

• Initial Complaint

  Date:10/12/2024

  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 on EF Go Ahead Tours to begin Oct 19, 2024 to Oct 30, 2024. I paid $10,542 for my daughter and I to go to ***** as a graduation gift. Unfortunately, on Sept 28th my daughter was in a major car accident. She broke a finger, multiple ankle fractures, concussion, seat belt burn and abdominal bruising. I contacted EF tours on Sept 30th to see what could be done about my last minute emergency. I was told I could rebook or lose 50% of my money. I received an email later that day stating I could not rebook and my only option was to lose 50% of my money. There is nothing in the contract about dealing with emergencies. They refused to provide handicap accessibility. They refused to rebook. They refused to allow a transfer of names so someone else could take the tour. In essence, they would do nothing. They were rude and unbelievably dismissive. When I asked to speak to a superior, they refused to let me or give me any information to contact a supervisor. At most they are giving me 50% of my money. I would like to launch a complaint because they are deceptive and would like the rest of my money back.

  

  Business Response

  Date: 10/18/2024

  Thank you for sharing your concerns through the Better Business Bureau.First and foremost, we are deeply sorry to hear about your daughters accident,and we truly hope she is recovering well.

  We understand how difficult this situation has been, and were sorry to hear that you felt your interactions with our team were not handled with the empathy and care that we strive to provide. Please know that we will be reviewing this internally to ensure our communication remains respectful and supportive,especially during sensitive situations like yours.

  While we empathize with your situation, we must adhere to our established policies for all travelers who need to cancel close to departure. As a business, we rely on third-party insurance to help cover unforeseen events,including medical emergencies. We provided information about your insurance options several times to guide you through the available resources. Unfortunately, many costs become non-refundable as they are committed to suppliers and services closer to the departure date. This is clearly outlined in our Terms and Conditions under Cancellations or Modifications Required by External Events Beyond GATs Reasonable Control, which all travelers review and agree to when booking. 

  Regarding the possibility of transferring the booking, were unable to accommodate this since the flights, hotels, and other arrangements have already been confirmed under your daughters details. Additionally, our tours can be physically demanding, and we cannot guarantee full accessibility for travelers with mobility concerns. We strive to set realistic expectations and would never want to overpromise regarding accessibility for those with specific needs.

  Regarding your request to speak with a specific director, the representative you spoke with did not have access to their contact information. However,if you wish to speak to a supervisor, you can request that by contacting our Traveler Support team.

  We recommend checking with any other insurance providers you may have for coverage options, and we are more than willing to assist with any documentation or support you need for the claims process.

  Once again, we wish your daughter a swift and full recovery, and were here if you have any further questions.

  Customer Answer

  Date: 10/18/2024

  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:10/04/2024

  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 booked an extension to **** because I was offered a Food and Wine Tour. That tour was cancelled nue to low attendance. I was promised my refund within 7 weeks. It has now been 9 weeks and I still do not have my refund. I have spoken to several people about this but nothing gets resolved. I ws on hold this am for 20 minutes with no one picking up. I will never use this company again. Very dissatisfied with thier customer service.

  

  Business Response

  Date: 10/10/2024

  Thank you for bringing your concerns to our attention. We sincerely apologize for the delay in processing your refund for the canceled excursion.

  Please know that we prioritized your refund and the refund should be processed within the next couple of business days. Unfortunately, due to peak travel season and a company-wide system upgrade, we have been experiencing delays, which have extended our normal refund timeline. We understand how frustrating this has been, and we're sorry that you had to follow up multiple times to get the resolution you deserve.

  A representative will reach out to address the inconvenience you've experienced. We hope this gesture reflects our commitment to addressing the situation and rebuilding your trust.

  We are dedicated to providing top-tier customer service, and it is clear that your experience did not meet those expectations. For that, we apologize. We hope to have the opportunity to regain your confidence in the future.

  If you have any further questions or require additional assistance, please feel free to contact us. 

• Initial Complaint

  Date:10/01/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for trip this Sept to ********* *********** and Figi. Initially coach flights were part of package but Ichose to change tobusiness. Having traveled before with other agencies I believed that I would get a rebate for coach seat. I checked with airline and the seat was the exact charge that ** charged sooner through Ef tours. I waited for coach rebate or compensation. Spoke to management and was told that was the charge and agreed to it and that was not true . I agreed to paying for business class . A coach seat was paid for that was not used by me and someone else could have also paid for that seat therefore double money was made on that seat by either the airline Or Ef goahead tours. I **** believe that Ef tours acted honorably or ethically. It was impossible to get in touch with anyone in a timely manner. Their hidden policies need tone dealt with and legally it would cost more Than I would receive. I hope you can help so this does not happen to anyone else with Ef go ahead tours. note the new prices for the flights do not represent what they were in August 2024 and the new prices are what theysaid I should have paid.

  

  Business Response

  Date: 10/08/2024

  Thank you for reaching out and sharing concerns about the recent trip to Australia, New Zealand, and Fiji. To address the points raised regarding the flight upgrade, here is a clarification on how the pricing was handled.

  The original cost of the trip included the base fare for an economy class ticket, which was reflected in the overall package price. Upon choosing to upgrade to business class, the additional fee necessary to cover the increased cost of that upgrade was applied. No double payment was made for the economy seat. Instead, the business class upgrade required an added charge since airfare for business class is higher than the original economy reservation. In the email regarding the business class upgrade, it was clearly stated that the fee would be an additional cost.

  Additionally, comparing airfare prices from one time period to another can be challenging. Airfare fluctuates based on various factors, including the time of booking and the season of travel. These price changes make it difficult to draw consistent comparisons between what was paid months ago and current offerings.

  Feedback is always appreciated, and clear communication regarding costs remains a priority. Go Ahead continues to work on improving transparency in policies to ensure a smooth experience for travelers.

  For any further questions, please don’t hesitate to reach out.

  Customer Answer

  Date: 10/08/2024

  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 # 22366382. 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,

  Nancy

   

   

• Initial Complaint

  Date:09/25/2024

  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 contracted with EF GO Ahead Tours on 6/26/2024 for a tour including having them book flights. On 9/17/2024, I noticed that my flight itinerary had my last name spelled incorrectly (one letter wrong) and that my email address had many more errors. I reported it to ** immediately. After a week of negotiating with EF, during which they told me it would cost me an extra $3268-$4750 to correct the name error; many hours of being hold; many hours of waiting for someone to get back to me "after they talk to their supervisor"; being shamed for calling so many times and not realizing I was getting the wrong "team": their final resolution came down a few hours ago- they have me flying Premium Economy with no additional financial penalties. I lose my business class seats for which I had previously paid an upgrade fee of $2823. They are refusing to return my upgrade cost. They blamed me for the error, saying I made a typo when entering my information at the booking time. When asked for the proof, I was told that it was not available as it was done digitally. I am 77 years old and feel this is a steep price to pay for a possible typographical error. ** was responsible for ticketing, not me. They had the correct spelling of my name since June. As to my incorrect email address, that was much more than a typo, that was done by someone who had no idea how my name is spelled. My trip is tomorrow, I have no choice but to have paid an extra nearly $3,000 for seats and comfort I will not get to enjoy.

  

  Business Response

  Date: 09/30/2024

  Thank you for bringing your concerns to our attention. To clarify the details regarding the flight itinerary, the original booking included a premium economy seat for the outbound flight and a business class seat for the return,with a total upgrade cost of $2,823. When the issue arose with your name being incorrect, we confirmed that this was the result of an error in the *** information entered before you were ticketed for your flight.

  To ensure accuracy, we conducted a thorough review by submitting an engineering report to verify whether the incorrect information was entered by a Go Ahead representative. The report confirmed that the *** details were incorrectly submitted by the traveler online. While we take responsibility for errors on our end, in this case, the mistake was not made by a Go Ahead employee. We encourage travelers to double-check their *** details to ensure all names match their passport, helping to prevent such issues in the future.

  Regarding the *** name not matching the invoice name, ticket reservations are not based on the name listed on the invoice. Many travelers use different names on official documents compared to their invoice, so we always rely on the *** information provided. For this reason, the name on the booking is not referenced when processing ticket reservations.

  We worked within the amount you had already paid for your upgrade to secure premium economy seats for both legs of your trip. Unfortunately, when last-minute changes are required, prices can increase, and availability is low.Given the need to rebook your entire ticket due to the name discrepancy, we did our best to find a comparable solution.

  Upon review by a supervisor, it was discovered that we had misquoted the name change fee. We hadnt initially factored in the amount already paid for your flight and upgrades. Understanding this was not an ideal experience, we made the decision to cover $300 of the $463 last-minute fee to help resolve the situation.

  We sincerely hope you arrived safely and are enjoying your tour. We regret any frustration this situation may have caused but hope the overall experience has made up for it.

  Please let us know if theres anything further we can assist with once youve returned from your tour. 

• Initial Complaint

  Date:09/15/2024

  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 and my adult daughter, went on a tour to ****** June 20-July 3rd. During that time the tour director canceled two pre paid excursions due to low enrollment. I was told I would be refunded $488 dollars with in 8-10 weeks . To date I have received nothing. Post your customers are directed to send emails to resolve problems. I have sent three emails and discussed this issue, and nothing has been resolved. Customers are hounded to pre enroll and pay for excursions prior to the tour departure. I feel taken advantaged of by this tour company. I want my money refunded!

  

  Business Response

  Date: 09/17/2024

  Thank you for reaching out via the Better Business Bureau. We apologize for the frustration caused by the delay in processing the cancellation and refund for the excursion that was prepaid but unfortunately canceled during your tour.

  We understand that this delay has been inconvenient, and we want to assure you that our team has provided transparent and timely updates regarding the issue. A recent company-wide update has impacted our ability to process and report canceled excursions promptly, leading to an unfortunate backlog. We are actively working to resolve this backlog and improve our customer service.

  We have already contacted our finance department to expedite your request and a representative has reached out to you to confirm the refund details. We appreciate your patience as we work through this process and please accept our sincere apologies for any inconvenience this situation has caused.

• Initial Complaint

  Date:09/13/2024

  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.

  So we booked a trip to ****** with Go Ahead Tours in Sep of 2023. We paid for the insurance (which they made us) and the deposit totally $1200. I called today Sep 13, 2024 letting them know we had a serious family emergency so therefore we couldn't go, we needed to cancel. They said the cancellation fee was the entire amount we paid, even the deposit and we couldn;t get any money back. We only had 3 days after booking to cancel to avoid the cancellation fees. This has to be illegal to keep all of our down payment. Even the deposit should at least be refunded. We are very upset and do not think they can do this to customers. Please get us our money back for what we paid...

  

  Business Response

  Date: 09/16/2024

  Thank you for reaching out to us via the Better Business Bureau. We have reviewed your reservation for your August 2025 trip and wanted to clarify a few details.

  Firstly, we currently do not show that your booking has been officially canceled. If you are considering canceling, we recommend contacting our Traveler Support Team at your earliest convenience, as cancellation fees are based on when the cancellation is requested.

  Regarding our cancellation fees, these are outlined in our Terms and Conditions. As noted under Terms of Reservation, after 72 hours from booking, the initial reservation fee becomes non-refundable due to non-recoverable costs associated with the reservation. Additionally, the document details how additional cancellation fees apply based on the timing of the request. Our Terms and Conditions are on our website for your review.
  We also encourage travelers to consider travel insurance, either through Go Ahead or another provider, to help cover cancellation fees if the reason for cancellation is covered under the policy. As you purchased an insurance package through Go Ahead, you may wish to contact the insurance provider to explore whether your cancellation fee could be reimbursed under their terms. Our Traveler Support Team can provide you with the insurance provider's contact information for further assistance.

  We understand your concerns regarding cancellation. However, as our team begins work on bookings as soon as they are confirmed, we must enforce these policies to cover associated costs. This is why we advise travelers to review our Terms and Conditions before confirming a reservation,ensuring full awareness of any potential fees.

  While we are unable to make an exception to this policy, as it applies to all travelers, we are here to support you as you decide how to move forward.
  

• Initial Complaint

  Date:09/03/2024

  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 paid 6533. for my flight/travel and hotel accommodations to Go-Ahead Tours. I was put on a standby flight which contributed to my luggage being rerouted for 4 days. Instead of following the flight itinerary that I received for the tour company I was placed on a different flight plan. This was not communicated to me.

  

  Business Response

  Date: 09/10/2024

  Thank you for sharing your concerns on Better Business Bureau, and apologies for the frustration this situation has caused. It's completely understandable why the changes to your flight and the delay in receiving your luggage would be upsetting, especially while traveling.

  To clarify, Go Ahead Tours arranges flights for travelers, but any changes to flight itineraries, such as delays or rerouting, are made by the airline and are beyond our control. While every effort is made to notify travelers when we are informed of changes, its not always possible to catch them all. This is why we recommend downloading the airlines app and ensuring direct communication from the airline to stay informed about any last-minute adjustments.

  Regarding your lost luggage, we understand how difficult it must have been to be without your belongings for several days. Our on-tour support team was in communication with the tour director and monitoring the situation closely to offer assistance where possible. However, the airline is ultimately responsible for handling lost luggage, and while we cannot expedite their process, we fully understand the frustration this caused.

  Please know that a team member has already reached out to speak with you about your experience. Were here to support you as much as possible, and were happy to assist with any further questions or concerns regarding your travel experience with Go Ahead.

  Customer Answer

  Date: 09/13/2024

  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. 

  Thank you for your response. However, once you decide to provide/profit from a service such as flight itineraries etc. You bear some responsibility for when things dont go according to plan. I brought my complete package from Go Ahead Tours. If you declare that your company is exempt from all liability when it relates to flight plans then whos responsible, your customer? I was placed on a standby flight which I believe contributed to the lost luggage situation. As it stands now, Im the only one that is at a loss. After nearly 4 days of lost luggage, yes, the airline replaced some of my expenses related to necessities. But, what about the loss of my experiences?  I didnt get to experience the Acropolis and other events.   The only thing that I did was trust my vacation experiences to Go Ahead Tours.  My grievance is with the company for which I exchanged money.  In fairness to your customer, my only request is that your company comp some of my next adventure.  

  

  Business Response

  Date: 09/23/2024

  Thank you for sharing your concerns. We understand how this situation affected your travel experience, and we appreciate the opportunity to address your feedback.

  We have reviewed your conversation with our representative, who investigated the issue of your being placed on standby. Unfortunately, the investigation was inconclusive, as the ticketing information on our end does not indicate that your flight should have been subject to standby, so it remains unclear why this occurred. While we empathize with the frustration this caused, flight-related changes, standby issues, and lost luggage are ultimately handled by the airline, which is why they provided compensation for some of your related expenses.

  We understand that lost luggage and missed experiences can be disruptive to a trip, impacting your ability to fully enjoy the tour. This is why we encourage travelers to consider travel insurance for future trips, as it helps cover unexpected situations like these.

  We take all traveler feedback seriously and carefully reviewed your request for compensation. However, in this case, we do not believe additional compensation is warranted.

  We hope that, despite these challenges, your overall tour experience was enjoyable and appreciate your understanding as we continue to review this matter.

  Customer Answer

  Date: 09/23/2024

  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 think you totally missed the point. Travel protection at the expense of the customer should be when the customer have to make last minute changes to a trip. It shouldn't be at the customer's expense to be reimburse for when companies do not perform their jobs correctly. Also, if your company would have cared enough about my lost experiences and given some type of credit vouchers this would have been a win win for us both. At least the credit voucher would have possibly continued future  business between us. Also, it would have given me the opportunity to make up for the lost experiences by gaining new ones. Instead we are ending this relationship on a sour note. This stance for me only cemented your lack of care and concern for your customers. Thanks for your time.
  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,

  Lajayne

   

   

• Initial Complaint

  Date:08/30/2024

  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 called EF GO Ahead Tours to see about a tour to ****** .. I spoke to a representative who explained to me the tour dates I was trying to travel was full.. I can be placed on a waiting list, however I need to put a $300 deposit down ( refundable because I'm on a waiting list ).This was on August 13, 2024.. After I paid ans was placed on the waiting list zi called back to see how long before I would know if it's available..That's when I was told it's a possibility nothing could be available. So I then requested to be removed off the waiting list on August ******* and received a confirmation email stating I should receive my money within 2 to 3 business day back to the form of payment..It is now August 30, 2024 nothing..Icalled this company twi w today and was switched to a recording stating I have 10 people ahead leave my number they would call back..no call back or no money

  

  Business Response

  Date: 09/04/2024

  Thank you for contacting us through the Better Business Bureau. We sincerely apologize for the delay in processing your refund. This was due to a company-wide system update that temporarily slowed our refund process.
  We have escalated your case to our finance team, and they have confirmed that your refund was processed today, September 4, 2024. You should see the refund in your account within 2-7 business days. If the refund does not appear within this timeframe, please reach out to our Post Tour Team by visiting our *********** on our website.

  We apologize again for the inconvenience and appreciate your patience. Thank you for bringing this to our attention.

  Customer Answer

  Date: 09/04/2024

  [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:08/21/2024

  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.

  Booked trip to ****** 8/10/2024-8/16/2024. Flight from ********** to ************ and then from ************ to ******. Flight to ****** was cancelled at 2 am with no further instructions. I contacted emergency line to EF. Was told to book another flight. EF was not helpful in providing instruction or assistance. I had to book a hotel and another flight on my own. With the change in flight, my luggage was lost--for 4 days! I contacted EF every day to assist me in locating and obtaining my luggage. The line was out of service and I was not able to obtain any assistance. After returning from trip, I was instructed to file a claim. This was yet another headache as the process is not easily navigated. This company is terrible and misleading in their representation. I was completely on my own to rectify the situation. No one has followed up with me and I still cannot contact anyone as the number is "being updated".

  

  Business Response

  Date: 08/26/2024

  Thank you for bringing your concerns to our attention using Better Business Bureau. We sincerely apologize for the difficulties you experienced during your recent trip. Your feedback is invaluable, and we take these matters seriously.
  We understand that the unexpected flight cancellation and subsequent challenges, including the loss of your luggage, caused significant stress and impacted your trip. We regret that our emergency line did not provide the assistance you felt was needed at the time, and were truly sorry for any inconvenience this may have caused.

  We were aware of the unfortunate flight cancellation you encountered, and by the time we spoke with you, you had already been rebooked on a new flight. To ensure everyone on the tour was informed, we made sure to notify specific people on tour about your situation. We do not have it noted that a new flight needed to be purchased. Additionally, we had your contact information on file to facilitate communication and provide updates if necessary.
  While we strive to set the best expectations and prepare travelers for delays or cancellations, we could not guarantee that your luggage would arrive on time after the rebooking. We discussed this with you at the time and advised you to keep all receipts for your insurance claim. We also recommended working with your Tour Director to locate shops where you could purchase necessary items once you had arrived.

  Regarding your luggage, we must clarify that, as a tour operator, we do not have the ability to track the location of your luggage on your behalf. Since we are not the airline, we do not have access to the information required to locate lost baggage. Additionally, we cannot pressure airlines to prioritize locating luggage for our travelers over others. We regret that this aspect of your travel was so frustrating, and we understand how it impacted your overall experience.
  We apologize if you had difficulty connecting with our on-tour support number. We are unaware of any outages that may have impacted the line, but we understand how frustrating it must have been if you were unable to reach us during a critical time.

  Since your return, we have been in contact to assist with the insurance claim process. We are more than happy to continue supporting you in this next step to help you get your out-of-pocket costs reimbursed. We recognize that this process can be challenging, and were committed to offering you all the assistance you need.

  If you have any further questions or need additional support, please do not hesitate to reach out. We value your feedback and appreciate the opportunity to work with you toward a satisfactory resolution.

  
  Best,

  EF Go Ahead Tours 

  Customer Answer

  Date: 08/26/2024

  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,

  ********

  After the flight out of ************ was cancelled, the announcement was that the next flight out was the follow evening at 8 pm. Not that anyone was on it. 
  EF did not assist me and I had to book a flight on my own after obtaining a hotel ON MY OWN.  I was up till 5 am attempting to get back on track with my vacation. 
  EF not once, attempted to assist me, follow up or provide any support in any way. 
  I lost a day of my travel time, the welcome dinner/meet and greet. EF and /or my tour guide could have assisted me in tracking down my luggage so that I did not have to utilize my vacation time to do it on my own. I lost valuable HOURS of my vacation due to the lack of support. 
  I am still not able to speak directly to anyone at EF. I have called numerous times within the last 10 days. I expect a refund for time missed, and I WILL NOT be going on the Ireland tour in December. This trip will be cancelled and I will not pay any cancellation fees. EF should be calling me to rectify the disaster and follow up.  

  

  Business Response

  Date: 09/03/2024

  Thank you for bringing your concerns to our attention. I wanted to let you know that one of our representatives has reached out to you and will be speaking with you directly about your requests.
  

  Working with the representative will help ensure that your concerns are fully understood, and they'll discuss possible next steps based on your feedback. Additionally, they will review our cancellation policy with you and explore how you would like to proceed with your future booking. They will also assist you with any insurance-related questions, as you have an insurance protection plan that covers delays and any missed components of your tour due to those delays.
  

  We appreciate your patience and look forward to resolving this matter to your satisfaction.