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:11/01/2023

  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.

  While on our tour, *************** canceled our flight more than 12 hours before we arrived at the airport. If Tours did nothing to make any alterations to the plan, we arrived at the airport to find out that our flight was canceled. We then waited two hours at the airport, and then were bust in a substandard bus to a rather remote location with almost no options given that we didnt have time to plan. If Tours says that they cant monitor when flights are canceled. I think thats their job since we paid them to give us a vacation we lost between 24 and 36 hours of our vacation with no compensation, we attempted to get details about *************** so we can file a complaint with the ************** passenger rights stipulation. If Tours says that they have no additional records to provide us with proof of the first flight, nor the replacement flight out of a three day ad on tour to ****** we basically had less than a day and a half to spend in ******. I realize the ** Tours has no responsibility for the actual canceled flight, but they made no attempt to plan something for that missed day, they still had us wake up at three in the morning for a 3 Hour Dr. to the airport, where flight was never going to take place, they had no other alternate plan in place just in case, if they do this Ireland tour all the time there should be some kind of game plan set in place so somebody who spends four grand on a tour we dont lose a day thats a lot of money for people to lose

  

  Business Response

  Date: 11/06/2023

  Hello *****,
  

  Thank you for reaching out to us on the Better Business Bureau. We regret the inconvenience caused by the flight disruption experienced during your tour. We understand the frustration and disappointment resulting from the unforeseen cancellation, causing a significant impact on your travel plans.
  

  Please be advised that flight cancellations and disruptions fall under the discretion of the airlines,and regrettably, EF Tours does not have control over such occurrences. While we sympathize with the challenges you faced, we always recommend travelers to consider purchasing a trip protection plan. This plan typically provides coverage for unforeseen circumstances, such as flight cancellations, and would have allowed you to file a claim for the missed time in ******. We acknowledge the value of providing alternate arrangements or compensations for unexpected disruptions.However, we are unable to make adjustments or offer compensation for airline-related issues as they are typically covered under trip protection plans.
  

  We sincerely value your feedback and will take your concerns into account to enhance our future services and ensure a more comprehensive travel experience for our valued customers.
  If there's anything further we can assist you with or if you have additional concerns, please do not hesitate to reach out. 

  In Gratitude,

  EF Go Ahead Tours

  Customer Answer

  Date: 11/06/2023

  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. 
  

  lI understand that EF Tours has no control over an airline canceling the flight. my dispute with EF Tours has to do with how they took care of us. other passengers were notified at 7 PM the night before that the flight was canceled. Our group woke up at three to 3:30 AM to catch a bus ride at 4:30 (something like that) to ****** to catch the flight. Once we arrived at the airport,  we saw the flight was canceled.  We then had to sit at the airport for two additional hours before EF Tours had a plan for us. That plan only entailed getting us to a hotel. *************** did rebook us for  a flight the following day about 26 to 28 hours later. I contend that EF Tours, since their business is taking care of vacationers, they should have (at 7 PM the night before) made arrangements for us to do something different the day of our original flight. We should not have had to wake up at 3:30 in the morning to catch a bus ride to an airport that wasnt going to do anything for us. They  should have Made arrangements for us to do something different the day of our original flight. They couldve given us options as to things to do that day something like an excursion to *******, another excursion into ******, an excursion to another tourist site that  we didnt see already.  there were lots of options, and instead, they did nothing at all. They Had us wake up at ************* in the middle of the night to a destination that made no sense. We sat in the airport for two hours for them to make a decision. And then we sat all day in a hotel with nothing to do.  we werent even in the city of ******. There was nothing to walk to you that day and do they gave us a few obscure options once we arrived at the hotel about  noon or 1 oclock maybe it was even later I dont remember. But for somebody whos in the business of taking care of tourists they did a really bad job 

  [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: 11/08/2023

  Hello *****,
  
  Thank you for your continued dialogue in this matter. We completely understand the frustration and disappointment and disturbance caused by the unexpected flight cancellation,and we appreciate your patience and feedback regarding your travel disruptions. Regrettably, and as earlier mentioned, flight disruptions, including cancellations and schedule changes,fall under the purview and control of the airlines. As a third-party vendor, we rely on the information provided by the airlines for flight updates and rebooking options and are not able to make alternative arrangements without accruing additional fees to the travelers impacted.
  
  While we strive to ensure a smooth travel experience for all our passengers, the re-protection and adjustment of flight itineraries in such situations are determined solely by the airline. Unfortunately, this means we have limited control or capacity to provide alternate plans or activities when there are unforeseen changes to flight schedules. As a result, making last-minute arrangements, especially for hotel stays or alternative activities during flight disruptions, can be complex and challenging due to the logistical aspects and our contractual agreements with various vendors.
  
  We sincerely apologize for any inconvenience caused by the unexpected delay and lack of proactive measures. We will continue to review our processes and work towards improving communication and alternative solutions within the constraints of these situations to enhance our travelers' experiences.
  
  Your feedback is crucial for our ongoing efforts to enhance our services, and we appreciate your patience and understanding as we navigated these situations. Should you have any further questions or concerns, please feel free to reach out to the team member you have been working with directly at EF Go Ahead Tours. Thank you again for your time and feedback.
  
  In Gratitude,
  EF Go Ahead Tours

  Customer Answer

  Date: 11/13/2023

  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 again agree that the canceled flight is not their fault, however, it was cancelled more that 12 hours before the flight and the **** company did NOTHING to let us make decisions the evening before, as well as the next 24 hours.  Our flight the following day was later that the original, so again we WASTED over 30 hours where we could have been enjoying IRELAND, rather than doing NOTHING. EF GoAhead is a **** company, we paid them the amount they requested to provided us with experiences and sightseeing.  THEY CHOSE to do NOTHING until the tour guide called them at the airport. My complaint is the lack of action after the flight was announced as cancelled.  If they can't track a flight for 35 people, they should not be in the Tour Business.  I can't strongly enough assert that they should have given us options at 7 pm the night before the cancelled flight.  
  
  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:10/22/2023

  Type:Customer Service 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 understandably cancelled our tour for ************** I have requested my $11,825 to be refunded four times. Twice on the phone (10/9 & 10/11) and twice by email (10/12 & 10/17). They kept stalling, repeatedly pushing an alternate tour (also later cancelled) or take a limited-time voucher for a future tour. Three times I was told I would get a response or a manager would call me within two days. Never happened. All refund requests have been totally ignored.

  Customer Answer

  Date: 11/02/2023

  I have not heard from the business in response to my complaint.  Their refusal to ever call or communicate about the refund is both baffling and irritating.

  

  Business Response

  Date: 11/06/2023

  Dear *****,
  Thank you for contacting us on the Better Business Bureau. We understand and share your disappointment over the cancellation of your ******, ****** & ***** tour. Your patience and understanding during this challenging time are sincerely appreciated.

  The changes to the itinerary were a direct consequence of the ongoing conflict and unrest in ******, which significantly impacted the operational feasibility and safety of the tour. As such,the decision to cancel the tour was made for the safety and well-being of our travelers, aligning with the priority of ensuring a secure and enjoyable experience for our travelers.
  

  In adherence to the terms and conditions you electronically signed on March 26, 2023, we regret to inform you that, due to the nature of the cancellation, a refund in monetary form is not possible. Instead, in accordance with these terms, a voucher for a future tour is due.

  We sincerely apologize for any confusion or inconvenience arising from the alternative tour offers or vouchers.Your understanding during these unexpected circumstances is valued.
  Should you require further clarification or assistance regarding the voucher or any other inquiries,please don't hesitate to reach out to our Traveler Support Team.
  

  Thank you for your understanding as we strive to navigate these unforeseen events within the guidelines stipulated in the terms and conditions.
  

  In Gratitude,
  EF Go Ahead Tours

• Initial Complaint

  Date:10/20/2023

  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 recently took a tour with EF go ahead tours., signing up nearly one year in advance. About a month after signing up, I called to include some add-on excursions. They offered trip insurance but after asking questions, declined the coverage. Fast forward 10 days before the trip I receive a rundown of my trip and add-ons. Low and behold, it included trip insurance at $449. I called to say I did not order this. I was on monthly auto pay, but never got a breakdown of how the amount was calculated. I only learned that the trip insurance was included just before the trip started. When I called, I was told I could not get a refund because the policy had been paid for. I reiterated I had not requested this coverage. Their answer was that they could cancel the policy but I would not get a refund. I explained again that thus was EFs error in ordering the policy. Now no responses from EF. This is one of many social media posts describing the lack of integrity of this company. I would expect a full refind.

  

  Business Response

  Date: 10/30/2023

  Hello ***,
   
  Thank you for contacting us on the Better Business Bureau. We appreciated the time you took to work with one of our Customer Loyalty and Engagement team members to understanding your perspective on this situation. 
   
  As was discussed, we have made the exception to refund your insurance premium of $449, in light of the miscommunications and failures to set appropriate expectations at the time of your booking. We appreciate your understanding and patience as we worked through this matter. 
  Please don't hesitate to follow up with the team member you were working with if there are additional questions or if you need further support in this matter.

  In Gratitude,

  EF Go Ahead Tours

• Initial Complaint

  Date:10/13/2023

  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 booked a trip to ****** with EF Go Ahead tours for November 4th 2023 to November 13th2023.EF Go Ahead canceled due to the war. I would like to have the money refunded to my account but they offered a voucher to use for another trip and the customers have to use the voucher before **** for any future trip. I am not interested on booking a new trip, bur they not willing to issue a refund

  Customer Answer

  Date: 10/24/2023

  [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:10/10/2023

  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.

  We purchased a European tour through EF GoAhead. We paid for the tour, flight upgrade and optional excursions all in advance and paid by direct EFT from our checking account. This tour was from 8/6-8/19/2023. Within a week prior to the tour, they advised that the ************** excursion we had book and paid for a $129 per person ($258 total) was not available based on the day of the week they booked us for (Tuesday). Prior to our tour departure (8/4/2023), they issued a refund by check to us in the amount of $238, not the $258 we had paid. Apparently they are now saying that we canceled the excursion. This was not the case as they canceled it because the site was not open on the day that EF scheduled us for the excursion. Since this time, we have not received any refund of the additional $20 owed and they have refused to acknowledge this. Emails, invoice and other documents attached. While on tour, EF offered an alternate excursion to ************* for us based on this other cancellation. We agreed to this option thinking that we would be charged the pre-tour price of $119 per person. Instead, they charged us $129 per person stating that we booked this while on tour. In an email of 9/19/2023 (attached), they agreed to refund this additional $20. However, the $20 they claim to have posted to our credit card has never been received. We have tried to get them to speak to the bank and have provided documentation to them and still no response or $20 refund/credit. Also while on tour, EF canceled two (2) additional excursions. One to ********** ($145 per person x 2) and the other a walking food tour($99 per person x 2). They have agreed to refund these amounts and have issued a credit to our credit card for $238 on 9/22. However, they say they are going to issue the balance of $250 by check and we have received nothing. All we are asking for is what we are owed, a total of $290 and details of when and how we will receive these refunds. No response from EF.

  

  Business Response

  Date: 11/06/2023

  Hi ******,

  We thank you for reaching out to us on to the Better Business Bureau and appreciate the opportunity to address the concerns surrounding the refund related to the ************** excursion. Your satisfaction is incredibly important to us, and we genuinely appreciate your patience and understanding as we work to resolve the issues regarding the ************** excursion.
  

  We've delved into the transactional records, and I'd like to take a moment to offer a detailed breakdown to provide clarity on the situation.
  Original Purchase and Refund:
  

   

  On May 22, 2023, the ************** excursion was initially booked at $119 per person, totaling $238.
       Regrettably, on July 31, 2023, the excursion was removed, prompting an immediate refund of $238, which was duly processed by August 3, 2023.
  

  On-Tour Re-Addition and Late Fee:
       On August 18, 2023, while on tour, the ************** excursion was reinstated via the mobile app as you did participate in the alternative ************* excursion as noted in the description of the ************** excursion.
       A $10 late fee per person was applied, making the total cost $129 per person or $258 in total.
       We understand that the late fee, a standard practice for on-tour additions, may have caused confusion.
  

  Resolution and Refund Confirmation:
       A refund of the $10 late fee per person, totaling $20, was processed and credited back to your Mastercard on file as of September 1, 2023.
  

  We recognize how these transactions might have led to confusion and appreciate your patience and understanding as we navigated the complexities. Your trust in us means a lot,and we are deeply committed to rectifying any concerns promptly. If there are any further questions or if you need additional assistance, please don't hesitate to reach out. Your satisfaction remains our top priority, and we're here to assist in any way we can.

  In Gratitude,

  EF Go Ahead Tours

  Customer Answer

  Date: 11/07/2023

  [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:10/05/2023

  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.

  Purchased travel insurance provided by EF GoAhead Tours (no company listed on invoice or website as to the provider of the insurance, appears to be EF Tours) We had a day and a half flight delay in our trip. In addition I was sent to the ** for an acute illness and was restricted to a hotel room for two days. There are two claims, one for the initial trip delay (claim #********) and one for my medical (claim # ********). Initially we were given NO certificate numbers to file the claim, calls to EF Tours told me I had to contact "Seven Corners", Seven Corners told me I had to contact EF Tours. I was able to obtain the certificate number through EF Tours and filed the claims (on June 28th, 2023), however the Seven Corners website does not show that I have any claims filed. When I made a complaint about the service on ******** claim # ******** was suddenly denied. I am being required to file an appeal and am awaiting that result. Today 10/5/23 was the first time I was able to get a claim number on the medical claim # ********, it is being held because they want credit card statements in addition to the receipts already submitted. Today was the first time I was contacted regarding this claim. Their website still shows that I have no claims being processed, although they exist. Reps at SevenCorners stated website does not show claims for EF Tours customers. I am at my **** end! We paid $500.00 per person (4 people = $2,000) for insurance that we are not able to use. Any assistance would be greatly appreciated!

  

  Business Response

  Date: 10/16/2023

  Hi ****,
  Thank you for reaching out to us on the Better Business Bureau. First, we are glad you were able to make it home safe and sound after having to visit the Emergency Room. We apologize for any confusion and all frustration regarding the Trip Protection you purchased through us for your Seven Corners Policy. The information for our ****************** can be found on our website at ********************************************************************************* encourage you to continue to work with the team member that you have been in contact as she is one of our key company liaisons who work directly with the team at Seven Corners. We will be sure that she reaches out to you soon to assist you further. Thank you again for reaching out to us, for your patience and understanding and we look forward to helping you in this matter.
  
  In Gratitude,
  EF Go Ahead Tours

  Customer Answer

  Date: 10/17/2023

  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 am still awaiting an appeal from them on our trip delay claim. I also continue to be stonewalled with Seven Corners and EF Tours on the hospital reimbursement claim.  I am unable to view any status online because policies booked through EF Tours are not visible to customers. I have emailed requested documentation and I get no response from them. I ended up calling them (again) and they don't show the attachments until I tell them the email address I replied to (from their email requesting the information.)  Once I tell them the email address they say "Oh, there it is!" and I get to wait again...

  Since this policy was purchased through EF Tours, and because Seven Corners policies booked through EF Tours isn't visible on the Seven Corners website, I believe EF Tours should take responsibility for ensuring that their customers receive the best support possible and attempt to contact Seven Corners on our behalf.  (we didn't even know the policy was through Seven Corners until we had to make a claim and found we didn't have a policy number!)

  Thank you for helping resolve this issue!
  
  Regards,

  ****

   

   

• Initial Complaint

  Date:10/05/2023

  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 a tour from Meetup to ***** ********. I paid $300 deposit to be on the trip. I assumed I was booked. Then I was told later that the single rooms were all booked and I was actually on a waiting list. I was, in fact, not going on the trip unless someone booked as a roommate. I can get a full refund in this case if I chose not to stay on the tour. A month later, ***** booked a room and added me as his roommate, without my consent. I was sent an email that I had 3 days to back out (but I had a room and a roommate). 5 days later, ***** cancelled. Once again, I was put in WAITLIST status without a room or a roommate. I was told that I cannot get a refund now even though I may not go on the trip (no single room available, even though there are plenty of double rooms). I would have to wait until March **** to determine if I was going to get my deposit back. If I am NOT CONFIRMED, I should get a refund when requested. There was no way to appeal this, no complaint group. I want my deposit refunded.

  Customer Answer

  Date: 10/18/2023

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 10/30/2023

  Hi ****,

  Thank you for reaching out to us on the Better Business Bureau. We apologize for the frustration you have experienced with the shift in your status on the tour itinerary. When looking into your account we see that as of October 26, ******************************************************************************************************* your risk free period since you were not confirmed. Thank you for your patience and understanding with the team members you worked with as finalized everything for you and we hope you continue to travel the world whether its with us or independently.

  In Gratitude, 

  EF Go Ahead Tours

• Initial Complaint

  Date:10/05/2023

  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 originally bought a trip for my son on a school trip for ***** but covid happened and the trip got cancelled so they gave me a voucher for $4060 to be used until ****. This year I booked a trip to ***** for December but the trip got cancelled because of low enrollment I asked for my money back they said they will give me a check for $3495, Every time a trip gets cancelled I lose $565. I called EFT Go ahead today again 10/05 to ask where's my check they said it takes 5 weeks for a check to be mailed out - I called to cancel the trip about 2 weeks ago, I asked to speak to a supervisor they said it will take 2-3- days for a supervisor to get back to me. I'm extremely frustrated I just want my money back at this point.....

  

  Business Response

  Date: 10/30/2023

  Hi ******,

  Thank you for reaching out to us on the Better Business Bureau. We apologize for the frustration you have experienced from canceled tours due to world events both back with COVID in 2020 and now *****. We were able to confirm that your refund check was printed and cut on October 6, 2023. Checks are mailed through standard US ************** but should be arriving any day. We will have a team member reach out to confirm you have received your check and address any further questions or concerns you may have. Thank you for your patience and understanding.

  In Gratitude,

  EF Go Ahead Tours

• Initial Complaint

  Date:09/28/2023

  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 have been contacting EF Go Ahead Tours since March 2022 trying to cancel my trip because my fiance's **** had not been approved for travel. Since then, my account balance has been stolen, my trip history has been cleared, and my refund was given approval and then revoked several times.Payment Made: January 22, 2022 Customer number: ******** March **, 2022 First attempt to request a refund:Result: I was denied the opportunity to request a refund. I instead changed travel date.Account Balance: $600.00 Agent: Unknown August 24, 2023 Refund Status: Requested Account Balance: $600.00 Agent: *********************** August 25, 2023 Refund Status: Approved Account Balance: -$600.00 Agent: ******************************* September 14, 2023 I contacted EF Go Ahead Tours asking why my refund had not been promised. I was told it was approved, and that I did not have a credit card on file (I did) and that they would mail me a check to my new address.Refund Status: Approved Account Balance: -$600.00 Agent: Unknown September 28, 2023 Refund Status: Approval Revoked Account Balance: $0.00 Agent: *************************** *Why is my balance 0? Where did my $600 go?September 28, 2023 Refund Status: Approved Again Then Revoked Again Account Balance: -$600.00 Agent: **** LastNameUnknown **** told me the refund had been approved and later denied. Then during the conversation backtracked and told me the that the request had never been approved.*She told me unprompted that it had been approved. When I repeated that to her she denied ever saying it.September 28, 2023 Refund Status: Approved Account Balance: -$600.00 Agent: ************************** ***** without request, confirmed twice verbally that my refund had been approved, that my account shows a pending refund. ***** then refused to send me that documentation.September 28, 2023 Refund Status: Revoked Account Balance: $0 Agent: *************************** ****** then refused to send me any documentation after I requested it.BBB Complaint Filed

  

  Business Response

  Date: 10/03/2023

  Hello ****,
  
  Thank you for contacting us on the Better Business Bureau. Upon looking at your account we see that your deposit made has been nonrefundable since January 25, 2022 and explains why your refund request that was first submitted on March 24th, 2022 was denied and then again denied in August of 2023. When reviewing call recordings and communications we see that back on March 23, 2022 one of our team members explained in depth the difference in risk free period with the Any Reason Protection and without.

  Our policies state that without the Any Reason Protection or without paying for your full tour in full at the time of booking that the Risk Free Period for cancellation is 72 hours from booking. When you Purchase the Any Reason Protection or pay for your tour in full at the time of booking, the Risk Free Period is extended to 90 days. When you booked your tour online on January 22, 2022, you declined to purchase the Any Reason Protection and only put down the $300 per person deposit. You then did not attempt to cancel your tour until March 23, 2022 which is well beyond the 72 hour Risk Free Period. We see that the team member you first spoke with sited this all within the Terms and Conditions that you and your fianc agreed to (confirmed online on January 22, 2022). You can still review these Terms and Conditions at ************************************************** as they are available to the public on our website. We are sorry for any misunderstanding that has taken place since your original conversation.
  
  Thank you again for contacting us on the Better Business Bureau.
  In Gratitude,
  EF Go Ahead Tours 

  Customer Answer

  Date: 10/04/2023

  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 # ********.

  EF Go Ahead Tours,

  You have neglected to address numerous important details. Over the phone with customer support, I submitted a request for an exception to the policy. My request for exception was accepted and granted on numerous occasions.

  As part of that acceptance, my $600 account balance was reset to $0.00, and I was informed that a check would be mailed to my updated address. Two weeks later, I called and I was told the check was already on its way. I have included all of these dates and support representatives in the original complaint.

  Today however, EF Go Ahead Tours has without my knowledge or consent, changed their stance and revoked that acceptance. Now EF Go Ahead Tours refuses to honor the mutually agreed upon refund, as well as refuses to reinstate my $600 balance.

  To put it blatantly, our agreement was broken and my account balance was stolen under false pretenses.
   
  Regards,

  *******

   

   

  

  Business Response

  Date: 10/16/2023

  Hello ****,
  
  We are sorry for any misunderstanding that has taken place since your original conversation. The agreed upon refund was under the false pretense that you were within the policy time limits for cancellation. When this error was realized by our finance team seeing the full extent of your original deposit date and the date of your final cancelation, your account as adjusted under the guidelines of our policies and procedures.As these policies have been explained to you both in writing and on recorded lines, EF Go Ahead Tours is and will continue to stand firm in upholding this policy.
  
  Our policies state that without the Any Reason Protection or without paying for your full tour in full at the time of booking that the Risk Free Period for cancellation is 72 hours from booking. When you Purchase the Any Reason Protection or pay for your tour in full at the time of booking, the Risk Free Period is extended to 90 days.When you booked your tour online on January 22, 2022, you declined to purchase the Any Reason Protection and only put down the $300 per person deposit. You then did not attempt to cancel your tour until March 23, 2022 which is well beyond the 72 hour Risk Free Period. We see that the team member you first spoke with sited this all within the Terms and Conditions that you and your fianc agreed to (confirmed online on January 22, 2022).
  
  You can still review our Terms and Conditions at ************************************************** as they are available to the public on our website.
  
  Thank you again for contacting us on the Better Business Bureau.
  In Gratitude,
  EF Go Ahead Tours

  Customer Answer

  Date: 10/17/2023

  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 finally acknowledging your error and that you did in fact tell me the refund was approved. Now you should acknowledge that my account balance was stolen because of your error. I was told my account balance was removed because a refund had been approved. How do you plan to rectify my missing $600 account balance?

  
  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: 11/06/2023

  Hello Clay,
  
  We are sorry for any misunderstanding that has taken place. To be clear, the agreed upon refund that you refer to was under the false pretense that you presented to the team member you worked with that you were within the policy time limits for cancellation. The error was in the belief that you were within the Risk Free period, when in reality you were not in the risk free period. It was while under this belief that the $600 credit was applied so you would not have fees. It was then reviewed and found that you were not in the Risk Free period as you had been told on previous attempts and you were still responsible for the $600 in cancellation fees. When this error was realized by our finance team seeing the full extent of your original deposit date and the date of your final cancelation, your account as adjusted under the guidelines of our policies and procedures. As these policies have been explained to you both in writing and on recorded lines, EF Go Ahead Tours is and will continue to stand firm in upholding this policy.
  
  Our policies state that without the Any Reason Protection or without paying for your full tour in full at the time of booking that the Risk Free Period for cancellation is 72 hours from booking. When you Purchase the Any Reason Protection or pay for your tour in full at the time of booking, the Risk Free Period is extended to 90 days. When you booked your tour online on January 22, 2022, you declined to purchase the Any Reason Protection and only put down the $300 per person deposit. You then did not attempt to cancel your tour until March 23, 2022 which is well beyond the 72 hour Risk Free Period. We see that the team member you first spoke with sited this all within the Terms and Conditions that you and your fianc agreed to (confirmed online on January 22, 2022).
  
  You can still review our Terms and Conditions at ************************************************** as they are available to the public on our website.

• Initial Complaint

  Date:08/16/2023

  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.

  6/14/23, I Call EF Go Ahead Tours to schedule a trip to ***** scheduled for 11/11/23.. Told to send $450 to get on the waiting list.. (Go Ahead would INFORM me When and if there is an opening.. I Called back on 7/5/23 to cancel.. I was then informed that Go Ahead had emailed stated that I had 72 hours to respond or Cancellation fees will apply; and since I had not called them within 72 hours I had forfeited my down payment of $450 I had no idea that I would be contacted by email (I was waiting for a phone, just as our last conversation) and no where in this email did EF Go Ahead state the amount of the cancellation fee.. Even though Go Ahead had 4 1/2 months to fill that vacancy they have refused to return any amount... My argument: during the initial conversation I was not told of any responsive days requirement or cancellation fees.

  

  Business Response

  Date: 10/03/2023

  Dear ****,

  Thank you for contacting us on the Better Business Bureau. We are sorry you are not able to travel with us to ***** as planned. After reviewing the call recording from when you booked on June 14, 2023, the Sales team member that you spoke with did inform you that you would be notified by email when you were confirmed on the tour and off the waitlist. This email was sent on June 27, 2023, and does state the terms of the Risk-Free Period and the cancellation policy. Our Cancellation Policy along with all our Terms and Conditions can be found on your EF Mobile App, your MyAccount online, and at ************************************************** as they are always available to our travelers as well as the public at large. Again,we are so sorry you are not able to travel with us currently and thank you for reaching out to us on the Better Business Bureau.

  
  In Gratitude,
  EF Go Ahead Tours