Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/05/2023

  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.

  Back in February 2021, we purchased a tour for my daughter thru her school from EF. We paid a total of $3445 for that tour. About 6 weeks prior to the tour, it was canceled by EF (we had no say in the canceling). At the time we were told we could only get less then 1/2 of the money paid refunded unless we accepted a voucher for a future tour. We took the voucher. One 3/1/2023, I purchased a Mother-daughter trip to ********, **************** for an additional $6,324. On 5/4/2023 we received offical notification that the tour is canceled by EF again. That means we paid a total of $9,769 to EF for two different trips/tours that they cancelled. I called yesterday to ask for all my money back as they cancelled the tour. Per ********************************* Traveler Support Specialist, EF Go Ahead Tours, I could only get the $6,324 (from 3/1/23 payment) refunded to my credit card along with $1365 from the first tour's payments. The remaining amount couldn't be refunded. I asked to speak with a supervisor and ******* stated that she couldn't connect me to a supervisor, all she could do was to request a supervisor contact me (but she never bothered to take my phone number). After that discussion I received several emails. First one stated that the $1365 couldn't go through my credit card but I would be mailed a check. Next email said that the check couldn't go through till next Friday & then listed an address which has the wrong state! I have sent multiple **************** thru their app & website with only automated responses that someone will contact me. But at no point have they actually taken my phone number. I want all the money I paid to the company refunded. They have failed twice to fulfill the services I paid for. At no point have we asked or been contacted about canceling any tours until after EF cancels them. We paid in full, they should have to refund the total $9,769 that we paid to them for services not completed.

  Customer Answer

  Date: 05/16/2023

  I have spoken to the business about my complaint but it is not resolved yet.  They still maintain that a large amount of what I originally paid is Non-Refundable.  I did find additional documentation that proves when my daughter first signed up for the original tour with EF Educational tours, she purchased the Global Protection insurance.  When we bought that, we were told that would cover if the trip was cancelled.  We would only be out that insurance protection amount $260 (I believe) if the trip was cancelled.  So if that is the case, why is EF stating that close to $2000 of the original $3445 is Non-Refundable.

  I've tried calling multiple times to both EF Educational Tours & EF Go Ahead tours to discuss this, but both departments state they can't assist.  Actually, *********** tour supervisor ***** stated that I had to speak with EF Educational Tours about the Non-Refundable portion and gave me their phone number.  When I called EF Educational ********** and spoke to a different *****, she said that she couldn't see any details on ****'s account since EF Go Ahead Tours had marked the original voucher as redeemed.  

  So far, I was able to get the $6324 that I paid on 3/1/2023 credited back to my Credit Card.  I have been told that a check for $1,365.00 will be mailed.  At first I was told that check would be mailed within 2 days, then it was 1 week & now it's up to 4 weeks (that's after already waiting a week). So while EF can claim they are issuing a credit, I am not sure it's actually coming.  The remaining $1,915.00 (per EF) is the portion they state is Non-Refundable. But that still doesn't make sense.  I have bank statements that show we paid $3445 to EF educational. So what happen to $165?  And what about the Insurance Protection I bought?  

  Still hoping EF can make this right.  I have no confidence in them at this point.  I just want a full refund & forget I ever signed up for any trips with them.

  

  Business Response

  Date: 05/19/2023

  Thank you for reaching out. Speaking on behalf of Educational Tours, and the originally booked tour to ******, ******, ******, and ********, ****'s account was issued a voucher with refundable and non-refundable portions. This Future Travel Voucher has a refundable portion of $1365 and a non-refundable portion of $2080 (this includes the non-refundable Global Travel Protection Plan). We understand that you applied that voucher in the amount of $3280, everything less the cost of the insurance, to a Go Ahead tour. Due to low enrollment, to our understanding, that tour is no longer departing. You can take your voucher back and apply to another tour, or redeem your Educational Tours voucher for a refund of the refundable portion of $1365.00. The voucher amounts reflect our standard cancellation policy and Peace of Mind Program that you can find in our booking condition at www.eftours.com/bc. I have also included them below:

   

  Peace of Mind Program
  We understand that plans can change due to unforeseen circumstances. EF provides
  an exclusive Peace of Mind program to account for such situations. This program is
  automatically included for all travelers and can be enacted at the group level for any
  reason, including terrorism, pandemics, or other world events. Your Group Leader
  may choose from the following options:
  45 days or more prior to departure
  Work with EF to modify your groups current tour itinerary and dates, or find a new
  tour, and apply all money paid to the new tour
  Cancel your tour and all travelers will receive a transferable Future Travel Voucher
  in the amount of all monies paid for the original tour, less the cost of any purchased
  travel protection plan
  Cancel your tour with applicable fees under the Standard Cancellation Policy

  Customer Answer

  Date: 05/22/2023

  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'm sorry but that still doesn't make sense with the situation.  EF stated within the answer that we had purchased the Global Protection Plan.  Plus, the information about EF's standard cancelation policies also doesn't make sense with the situation.  We did not cancel our tour (even the first tour).  EF canceled both tours due to low enrollment.  I would think since EF cancelled the tour, we should get all our money back except for the Non-refundable deposit.  This is what we were told when we signed up for the trip.  As long as we weren't choosing to cancel the tours with the Global Protection Plan we would be covered.  That is why I'm still questioning this.

  I could understand this cancelation policy & Non-refundable portion if we chose to cancel either of our tours but we did not.  EF canceled both with no consultation to us. So that is why I think we should be issued a refund in full (I would agree to less the original Non-refundable deposit of $95).  I bought separate trip insurance this time which included trip cancelation but since EF canceled the tour, I'm not covered.  The trip has to be cancelled either by myself or due to environmental or global events.  Not low enrollment.
  
  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: 06/07/2023

  Thank you for reaching out. Your student's Educational Tour to ******, ******, ******, and ******** was cancelled by the Group Leader. Your Group Leader enacted our Peace of Mind Program at 46 days prior to departure. There is no full refund due from EF and the options given to you remain, per our Booking Conditions. I have included the Peace of Mind Program below, and you can also find this in our Booking Conditions at www.eftours.com/bc. 

   

  Peace of Mind Program
  We understand that plans can change due to unforeseen circumstances. EF provides
  an exclusive Peace of Mind program to account for such situations. This program is
  automatically included for all travelers and can be enacted at the group level for any
  reason, including terrorism, pandemics, or other world events. Your Group Leader
  may choose from the following options:
  45 days or more prior to departure
  Work with EF to modify your groups current tour itinerary and dates, or find a new
  tour, and apply all money paid to the new tour
  Cancel your tour and all travelers will receive a transferable Future Travel Voucher
  in the amount of all monies paid for the original tour, less the cost of any purchased
  travel protection plan
  Cancel your tour with applicable fees under the Standard Cancellation Policy

  Customer Answer

  Date: 06/08/2023

  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 have been told thru numerous phone calls & emails that we would receive a check for a partial refund in the amount of $1365 & have a Non-Refundable voucher in the amount of $1915.  On 05/09/2023, I was told by supervisor ***** that the check would be mailed on 5/12/2023.  We still have not received that check.  What is the status of that check refund?  I don't consider this closed, until we have that check.  I've attached one of the emails I received from EF regarding the check refund.  You can see the email confirms the information that the check would be issued 5/12/2023.  I did contact EF to correct the address as in this email the address is listed as MI not **.  I also have documentation that this was corrected.  So I'm still waiting for that check.
  
  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: 07/03/2023

  Thank you for reaching out! We will need to redeem your voucher for a cash refund. Please call us at ************. I've made a note on your account that you will be calling in. We're sorry for the inconvenience.

• Initial Complaint

  Date:04/21/2023

  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 booked a tour with EF Go Aherad Tours, booked travel insurance with the company, and have since decided I needed to cancel my booking. (Many new unplanned expenses have arisen.) The trip is going in October, 2023, almost 6 months from now. I paid a deposit and the first installment for a total of $950.50. They are refunding me $71.50!! The cancelation fee is $450 - absurdly high - and insurance adjustment is $429 - what kind of adjustment?They are offering a voucher to be used for travel within 365 days, which is not listed on the invoice. If I could travel in that period of time, I would have continued with my planned trip. The voucher is money in the company's pocket in most cases.I would have expected a refund of at least part, if not all, of my first payment (made 2 weeks ago) of $851.50 since the trip is so far off. I would expect that the deposit of $99 would be nonrefundable.Travel companies and travel in general have a bad name for dealings like this.

  Customer Answer

  Date: 05/02/2023

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

  

  Business Response

  Date: 07/25/2023

  Hi *****,

  Thank you for reaching out to us here on the Better Business Bureau. I am sorry to hear you are unable to go on your tour of ********* this fall with us and for the distress this cancellation has caused.

  I was able to look at your account and see that you did have the insurance as you mentioned and the Any Reason Protection plan. When travelers purchase a Trip Protection Plan, such as yourself, they are purchasing an insurance policy. As with any insurance policy, (be that home insurance, health insurance, auto insurance, etc.) the premium is a set charge- regardless of if you file a claim or not and can cover insurable reasons for cancellation as described in the policy. When travelers cancel their tours for reasons not covered in the insurance policy the adjustment cost is simply the cost of the premium, not an additional charge.

  In concern to your deposit amount of $99 we are sorry for the confusion of this. The deposit for our customized tours, like the one you were booked on, is $450. The deposit, when you sign up for the Automatic Payment Plan, is essentially prorated through your first few monthly payments, making the $99 initial deposit an advantage when first booking. This allows the cost of the tour to be more spread out and budget friendly. 

  Regarding your Any Reason Protection Policy, I do see that the $450 voucher was added to your account and should be visible on your online MyAccount and on your app. I will be sure to email you a copy of your invoice to show the application of the voucher on your account for your records and to provide an opportunity to connect directly should you have any additional questions or concerns.

  Again, we are so sorry for the confusion and frustration this has caused you but hope that this provides more clarity. I will reach out to you directly with your invoice showing the Any Reason Protection Voucher as well as my direct contact information for any further discussion or clarity you may desire. I have also listed the links for direct access to our Terms and Conditions page as well as a link for information regarding our Trip Protection Plans. Thank you again for contacting us on the Better Business Bureau and we look forward to being in touch soon.

  
  In Gratitude,
  EF Go Ahead Tours

• Initial Complaint

  Date:04/14/2023

  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.

  April 2020:I put a $198 deposit down (for my cousin and me) for a ************: ********* to ******************** trip scheduled for Oct 1, 2020. June 2020: First payment of $3,072.66 was made for my *********** Aug 2020: ** reaches out to us to let us know that they're postponing the tour due to COVID. My cousin decided to cancel her trip, for which she paid a $500 cancellation fee, and ** returned the remainder. On the other hand, I decided to keep the trip as a solo traveler. Aug 20, 2020: I then rescheduled to depart on February 18, 2021. I made a final payment of $4609.00 as a solo traveler. Jan 2021: ** reaches out to me again to let me know they're postponing the tour due to COVID. I then again rescheduled to depart on Oct 07, 2021 Aug 2021: ** reaches out to me for the 3rd time to let me know that they're postponing the tour again due to COVID. I then again rescheduled to depart on Feb 17, 2022 Jan 2022: ** reaches out to me for the 4th time to let me know that they're postponing the tour again due to COVID. I then again rescheduled to depart on Oct 6, 2022 July 28, 2022: I added the ************** extension and made a payment of $1,859.00 Sept 24, 2022: $168 payment was made for an excursion Oct 2, 2022: $69 payment was made for an excursion DAY OF TRIP: On Oct 6, 2022, I headed to the airport to check in for my flight for the trip of my dreams that I had waited for more than (2) two years. When I went to check in, the airport ticket agent informed me that the flight to ********* was canceled due to a gas fuel shortage and that the next available flight was (3) days later, Sunday, 10/9/2022. I couldn't believe that no one from ** Tours had contacted me to inform me about the flight cancellation; then, I searched online to find out that the gas fuel shortage was an ongoing issue that ** failed to notify. I went through an emotional breakdown and contacted ** to find out what they'll do, and the option they gave me was to miss out on the ********* leg of the tour and meet the tour group in ************. After waiting so long and spending so much money, I refused to make a half-sufficient trip, so I asked to cancel the trip. ** was hesitant to cancel and offered me an option to rebook the trip for another time for an ADDITIONAL amount of $1000.00 I refused to spend another dollar, so I then rejected the rebooking option. The ** rep then provided me with the information to start a claim, as I had also paid for trip insurance. October 7, 2022;I filed a claim with Seven Corners, who informed me that with **, it takes over 120 days to review and finalize the claim. February 6, 2023 After waiting and waiting, I had to reach out to Seven Corners to get an answer, just for them to tell me that my claim was denied on February 13, 2023. I recently contacted ** for reimbursement or credit and was told that there's nothing they can do for me because I refused to rebook for $1000 at the time. I have been very depressed and anxious about losing all of the money ($8,340.33, to be exact) that I worked so hard for and saved! I believed in this company and waited and waited. I was better off canceling my tour along with my cousin.Please, I implore that I'm refunded my money or given credit.

  Customer Answer

  Date: 04/25/2023

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

  

  Business Response

  Date: 08/14/2023

  Dear *********,
  Thank you for reaching out to us on the Better Business Bureau. We first want to express our sorrow in the experience you must have had arriving to the airport to hear the news that due to fuel shortages you will have to postpone your tour. We can only imagine the deep frustration and disappointment you had to have felt in that moment.
  We do see that when your flight was canceled due to the fuel shortage, that was outside anyones control, that your airline ticket was re-protected for the first available flight through the airline which had you arriving 2 days later than expected. Had you accepted this, it would mean that you would miss the first two days in ********* and would be meeting the group in ************. We can see that we had shared the same offer with you that had been made to all our travelers impacted by the fuel shortage. The offer made stated that should you choose to accept the re-protected flight with the 2-day delay in arrival that we would arrange for you to meet the group in ************ and would have the option of extending the tour 2 days longer at the end so you and other impacted travelers may experience *********. This offer included covering any fees associated with the cost of updating your flight itinerary. We acknowledge that staying independently in a foreign country is not a great fit for all our travelers we would like to discuss next steps forward in how we may reconcile this experience.
  Thank you again for contacting us on the Better Business Bureau and a team member will be reaching out directly to you soon.
  In Gratitude,
  EF Go Ahead Tours

  Customer Answer

  Date: 08/15/2023

  [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:04/13/2023

  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.

  On 11/19/22, we booked with EF Go Ahead Tours (EF) a tour package entitled Footsteps of St. **** in ******: ************ to ****** with extension (the tour package) for 6/13/22 to 6/27/22. We included a 4 night cruise extension, plus airfare, accommodations, meals and added excursions. Total: $17,660.00 taken out by direct debit from personal checking account per EF requirement. (We also added excursions that we were permitted to pay with credit card in advance.)EF agent told us if we did the flights on our own, we would be responsible if the flights dont make it in time for the tour to commence. So we let EF handle it as part of the package. Unfortunately, *************** canceled due to lack of payment. Also another flight leg by another airline got canceled and changed to an 8 hour layover which would have forced us to sleep overnight at the airport. EFs website indicated that they would confirm air reservations by 3/20/23. But as of 3/28/23 they did not.On 3/28/23 we contacted EF. They said they would handle it but would need **** days. On 4/5/23, we received an email from them stating they had a new flight itinerary. We checked the airline website and by calling the airline. It seemed the layover was shortened although it was only 1.5 hours in some cases and we would need to move bags on our own from one terminal to another and go through customs. More importantly, the airline websites stated they needed to get paid or we risk losing the reservation in 68 days (which from 4/5/23 is approx. 6/12/23.). Since the trip commences on 6/13/23, it is conceivable that all flights can be cancelled due to nonpayment again.Given the airline problem, now how do we know that the rest of the package is sound or whether they are just taking our money? If there is oversight, perhaps they will be more vigilant in putting together and paying out the monies we provided for the trip. Thank you.

  Customer Answer

  Date: 04/24/2023

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

  I tried recontacting the business via their email portal on how they were doing. We indicated we were not satisfied.
  

  

  Business Response

  Date: 05/09/2023

  Hello *******,

  Thank you for contacting us regarding your flight concerns for your upcoming tour to ******. I do see that your flights have been ticketed and confirmed through British Airlines and are being operated by American Airlines. Your full flight itinerary can be seen on your MyAccount through our website or on the ** Go Ahead app. We apologize for any misunderstandings or miscommunication but will have a member of our support team reach out to ensure you feel confident in your upcoming tour and be able to answer any other questions or concerns you may have. Thank you again for contacting us and we look forward to traveling with you soon. 

  In Gratitude,

  EF Go Ahead Tours

  Customer Answer

  Date: 05/09/2023

  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. 

  [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 know that we have the flight itinerary but our continued concern is the lack of payment to the airlines.  See attached. Why can't EF give us a rationale or explain when this will occur?  It is very nerve wracking to know the airlines can still cancel our flights one day before the intended departure.  EF lapsed in payment to the airline before and we got one of our airline flight legs cancelled due to EF's lack of payment.  Moreover, how do we know that this isn't the case with the accommodations and extension cruise that are part of the trip? We have absolutely no information on those segments of the trip.  We feel we could be stranded anywhere along the route. The support team needs to allay our fears with facts and details if they want to ensure that we feel confident in our upcoming trip. We have no peace of mind from EF because we have no assurances or concrete confirmations for the entirety of the trip. We have barely a month to go before the trip commences. What's going on??

  EF Go Ahead Tours claim the airlines ticketed my airline reservations. The problem is that we are unable to obtain any tickets (or e-tickets) for that matter because the company did not and still does not pay the airlines for the reservations.  We are very concerned at the way the company responded by ducking the issue of payment. And what about the rest of the trip that includes the extension cruise, excursions, and accommodations which we have no information or details coming from this company.
  
  Thank you for listening,
  ***********************
  

  
  

  
  
  
  

   

  

  Business Response

  Date: 10/03/2023

  Hello *******,

  
  Thank you for contacting us regarding your flight concerns for your tour to ******. We hope that you had a wonderful time on tour. Upon reviewing the tour evaluations it seems that the tour was well enjoyed. We apologize for any misunderstandings or miscommunication about your flights prior to tour and can understand that this may have created undue stress prior to departure. Thank you again for contacting us and we look forward to traveling with you soon. 

  
  In Gratitude,

  
  EF Go Ahead Tours

  Customer Answer

  Date: 10/07/2023

  [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. 

  However, please note that on my EF Go Ahead Tours review, I stated EF needs to be mindful to avoid airlines cancelling our flight reservations made by EF because EF needs to pay for the airlines (and other reserved itinerary items) in a timely manner. Also, we mentioned to EF that this was our special 35th anniversary trip for me and my wife. EF should notify the tour director. Some vacation package promoters even have a service for this EF lacks. When we inquired about cruise extension balcony staterooms, they went back and forth about whether we would get one. The other thing is because EF insisted on checking account debit payments, we could not enlist help from a credit card company. Instead we also had to complain to our state sellers of travel *****

  We appreciate EF's sincere apology here. The bottom line is if EF focuses more on providing quality customer service, to promote peace of mind instead of making us worry whether we have our itinerary and everything secured, then customer goodwill and repeat business and worth of mouth positive reviews to our friends, family, and coworkers will improve immensely.

  Respectfully submitted,
  ***********************

• Initial Complaint

  Date:04/11/2023

  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.

  I booked a trip with Go Ahead tours on 8/17/22 that would begin on 12/26/22. The tour was New Years in *****. When I booked I inquired about flying out of one airport (**********************************) and flying back into ******************. They told me there could be an increase in cost and gave me an invoice for the tour for ********. My travel partner also was given a quote (One that was lower then mine which made sense due to the airports). The invoice I was given, which I have attached below, had flights clearly listed from ************************** and back to ****************** and I was making payments due to the invoice stating those were the flights. Over the course of the next few months payments were made and the final payment was due October 17th 2022. The trip was paid in full on October 15th of 2022. This meant I could no longer cancel or change my trip as it was past the finalization date. However, on November 7th I received a phone call and message that I needed to call about my flights. It was then that I was informed my flights would be an additional ***** dollars (39 percent increase in cost). When I said that my invoice shows me as paid in full I was told they would bring this to management. After going back and forth for weeks and being told this was an error on their part I was told on 11/16/22 I had to pay 800 dollars more or they would cancel my flights and I could find my own flights. They did not offer to cancel and refund my entire tour. With only *********************************************************************** be out the ******** I already paid. This was a bait and switch scam. I was invoiced a price and paid in full by the due date and finalization date and then extorted for additional money. I have attached the invoice that was paid in full and the one sent after the finalization date forcing me to pay the additional 800 dollars.

  Customer Answer

  Date: 04/21/2023

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

  

  Business Response

  Date: 08/08/2023

  Hello *******,

  Thank you for reaching out to us here on the Better Business Bureau. Upon a close look into your file we were able to clearly see where the error took place when you requested your custom gateways compared to when the request was finalized. We recognize this was an error caused by us here at EF Go Ahead and will be reaching out to you directly to issue you a refund for the $794.50 charge you paid for our mistake. We thank you for your patience and dedication as we work to make this right. We hope that despite this, you and your partner had a wonderful time in ***** over New Years and a great tour of ********* this summer. Thank you again for contacting us and we hope to travel with you both again soon. 

  In Gratitude,

  EF Go Ahead Tours

• Initial Complaint

  Date:04/06/2023

  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 with EF Go Ahead Tours in Oct 22 and i was told i had to pay 450 plus 359 in insurance.I did not cancel the trip EF Go Ahead Tours could not offer me what they advertised as a trip and so i could not take the tour through no fault of my own I am now told the ****************************************** the garbage again not because i cancelled the trip and the $450 is sitting as a credit. I feel like they could not offered as advertised and i should be *********** all my money back.

  

  Business Response

  Date: 09/21/2023

  Hello *****,

  
  Thank you for reaching out to us on the Better Business Bureau. We are sorry to hear you were not able to go on your ***** tour with us. When looking through all the transcripts and communication logs, we do not see where any concerns regarding our tour details as advertised were brought up as concerns and will be sure a team member reaches out to gather more information.

  
  Upon review of your account,we do see that when you booked as a late addition request on October 11, 2022, your pending status, and what that entails, was explained on the call on prior to you paying the deposit and insurance. On that call you stated you understood that there was no guaranty that you would be able to participate on this specific date. From there we see that the late add request was denied and communicated on October 17th, 2022, and on October 18th you rebooked to different dates. We see that, due to special flight requests for that tour, you chose to rebook your dates again to avoid the fees associated with that request on October 24,2023, and ultimately canceled on March 3, 2023.

  
  Thank you again for reaching out to us on the Better Business Bureau, we are sorry again that you were not able to participate in this tour as you had intended and hope we will have the change to explore ***** with you soon. 

  In Gratitude,

  EF Go Ahead Tours

  Customer Answer

  Date: 09/21/2023

  [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:04/01/2023

  Type:Order 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.

  Date of Transaction: June 10, 2022 with *************************** Date of Trip: Feb. 11 - Feb. 19, 2023 Price paid including airfare: $7,392.00 Customer number: ******** *********** committed to provide an air deviation from *************** to **************. As was informed to the company that we were not returning to **************, but we would pay our airfare to *************** from ******. The nature of the dispute: Shortly before departing we received the flight information advising that we would be returning to ****** from ***********. This was not what had been discussed with *************************** at the onset of booking the tour. *********************** called us on Dec. 14, 2022 informing our flight itinerary, which was with an extra cost, flying us out of ***************. **** informed that if this was not desirable to contact the company closer to flying. We did exactly as instructed and spoke to ************************* whereupon we found out that the company was flying us from *********** to ****** instead of flying ** out of ***************. We were informed we had 2 options: Rebook the flights at a cost of $4,000 or EF Go Ahead would book a flight from *************** to *******, with an overnight stay in *******, hotel and meals would be on us, flying out of ******* the next day to ******, *** at a cost of approximately $1,700. We informed ******* that we had no option but to book our own direct flight home at an extra cost to us. We inquired about a voucher, which was declined but was given $300 reimbursement.

  Customer Answer

  Date: 04/12/2023

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

  

  Business Response

  Date: 04/25/2023

  Dear *****,

  Thank you for reaching out to us through the Better Business Bureau. We value customer evaluations and feedback as the first critical element in determining where we should make changes to itineraries, policies, and on-tour experiences. We are sorry for the frustration caused with your flights package; a team member will be reaching out to you directly to address the discrepancies here.  Thank you for your understanding and patience as we work to reconcile the differences. 

  In Gratitude,

  EF Go Ahead Tours

  Customer Answer

  Date: 05/07/2023

  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. 

  They are supposed to contact me again.  We have not resolved the issues. 

  

  Business Response

  Date: 06/08/2023

  Hello *****,

  Thank you again for your ongoing communication with ** here on the Better Business Bureau. I do see that refunds have been applied to your account for this error and the frustration it has cause. We thank you for your understanding and patience as we work on processing your refunds and putting in better safe guards to prevent this from happening again to either you or any other travelers. 

  In Gratitude,

  EF Go Ahead Tours

  Customer Answer

  Date: 06/08/2023

  [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:03/05/2023

  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.

  I gave this tour company a $99 deposit for a tour and my debit card for future installments for a planned trip. This was contingent upon certain questions I needed answered. They never got back to me within their supposed time frame and they do not respond to phone calls at all . I want my $99 refunded because I do not want to go on this tour because they are unreliable and probably dishonest. I cancelled my debit card yesterday so they cannot withdraw any more $ from my account. I have two emails as proof of payment. How can I forward those to you? They are on my email. Thank you.*******************************

  Customer Answer

  Date: 03/15/2023

  [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:03/02/2023

  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 am booked on a tour and the tour departs within 16 days 3/20/2023 and I have not been issued an airline ticket for my travels. The company originally booked ticket with incorrect name. It has taken 7 business days and no new ticket in the correct name. The staff who answers phone will not connect you to a manager. I have to wait 2-7 business days for a return phone call from a manager. I am so disappointed in the way this company has handled my travels. They expected to be paid and I expected a plane ticket.

  

  Business Response

  Date: 04/25/2023

  Dear *******,

  Thank you for reaching out to us on the Better Business Bureau. We are sorry to hear about your frustrations pre departure however it seems that you had an amazing time on tour. We so appreciate you taking the time to share this feedback with us and can assure you that your sentiments and comments have been relayed to the appropriate teams here at Go Ahead. A team member will be reaching out to you directly to gain a better understanding as to how things fully transpired as we value customer evaluations and feedback as the first critical element in determining where we should make changes to itineraries, policies, and on-tour experiences. 

  In Gratitude,

  EF Go Ahead Tours

• Initial Complaint

  Date:03/01/2023

  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.

  On January 22, 2023 I contacted EF Go Ahead Tours online to cancel a tour that I had booked for myself and 3 of my children. ************************* responded on 1/25/23 and let me know how much my refund would be. I responded that day to confirm the cancellation. On 1/26/23 I was emailed by **************** to let me know that I would be refunded $6,293.94. And on 1/31/23 I was told that $1800 would be given as trip vouchers. To date, I have not received those vouchers and it doesn't show on my account when I log in. On 2/10/23 I received a check for $3428.94 which is $2865.00 less than quoted. I emailed **************** and she said a check for the difference would be mailed out on Friday. The check never came. 2/25/23 I emailed **************** again asking about when I should receive the check. She has not responded to date. 3/1/23 I emailed once again and someone named ******************************* responded saying that the check will go out next Friday. At this point, I don't trust that will happen and when I asked for assurances I was given none. Just a email again if you don't receive it within 2 weeks. At the very least an expedited delivery should be offered with a tracking number.

  

  Business Response

  Date: 03/03/2023

  Hello Ms. ******************* you for reaching out to us on the Better Business Bureau regarding your refund check and ARP Future Travel Voucher.  Upon reviewing your account it can be seen that your check for the difference of what was originally sent verse what was promised was mailed out the morning of March 3, 2023 by standard mail and should arrive to you within 5-8 business days. The team member you had been working with will be reaching out to you to provide you with the check number for your reference as well as to help you find where your Travel Voucher is located on your MyAccount online as well as on the ** Go Ahead App. Again, thank you so much for reaching out to us on the BBB. Please contact our service department should you have any other questions or concerns. 

  In Gratitude,

  EF Go Ahead Tours

  Customer Answer

  Date: 03/04/2023

  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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Upon checking my account the voucher was not in there for future travel. I never received a check number from the agent to verify that one was issued let alone mailed. And considering that this has taken so long I feel that the check should have been expedited at the very least. 
  
  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: 07/11/2023

  Hello Ms. ******************* you for taking my call today and for your patience as we worked to resolve your concerns regarding your refund check and ARP Future Travel Voucher.  We are glad to hear that you have received your final refund check and that you are now able to see your Any Reason Protection Future Travel Voucher on your MyAccount online as well as on the ** Go Ahead App. Again, thank you so much for reaching out to us on the BBB. Please contact our service department should you have any other questions or concerns. 

  
  In Gratitude,
  EF Go Ahead Tours

  Customer Answer

  Date: 07/11/2023

  [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 close out my issues and/or concerns in reference to complaint #********. That they took 4 months to respond should be seen as more evidence of the deeper issues with this company. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************************