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:12/04/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for a trip to ***** using EF Go Ahead Tours for Nov 2022. In September, the tour company cancelled the trip for safety concerns. I purchased basic and Anyreason protection trip insurance thru Seven Corners (https://www.sis-inc.biz/tours/efgoaheadtours/) as offered on the tour company website; https://www.goaheadtours.com/. I was provided a refund except for the security deposit and the travel insurance. These items totaled $845. I filed a claim with Seven Corners only to find out they protect the interest of the tour company; not the consumer. Seven Corners denied my claim. Any reason trip insurance implies that the purchase is to aid the purchaser. There were over 20 people signed up for this trip. The tour company offered to rebook me for another trip another year out. I had no desire to do so. Travel insurance should be refunded as it was not used. I would like a refund of the travel insurance and the security deposit as the trip did not occur due to reasons beyond my control or expectation. It appears that the insurance provider and travel company are in cahoots with one another. I've not had this experience when using Travel ****************

  

  Business Response

  Date: 12/08/2022

  Hello *****,
  
  Thank you for reaching out to us on the Better Business Bureau. We will have a team member reach out to you regarding your refund for your canceled tour and provide more information regarding our Any Reason Protection. We can also provide you with the contact information to have your concerns addressed by Seven Corners as they are a partner company and we cannot speak to how they determine claims or their policies.  
  
  We so appreciate you taking the time to share this feedback with us and will be in touch soon. Rest assured, your sentiments and comments will be relayed to the appropriate teams here at Go Ahead, as we value customer evaluations and feedback as the first critical element in determining where we should make changes to itineraries,policies, partnerships, and on-tour experiences.
  
  
  Thank you again for patience and understanding as we work together to get everything sorted.

   

  In Gratitude,

  EF Go Ahead Tours

  
  

• Initial Complaint

  Date:12/01/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I went on the Grand Tour of South ******* tour in September (3rd-17th), during our trip we were informed by our tour director that one of our excursions, that we had prepaid for through EF Go Ahead Tours, was not able to occur because there were not enough people in our group that added on that excursion. We had the option to go on the excursion ourselves, but we would have to pay again for the excursion. We decided against doing this option and were told that we should receive our refund within a month after the tour was complete. I contacted EF Go Ahead Tours in September after the month timeframe had elapsed and was told they were still processing it. In October, after another month, I contacted them again to see where the refund was at and was then told that it was with their finance department and they were reaching out to the tour director to get the information needed. After that, I personally reached out to the tour director for that portion of the trip asking about the paperwork that they said they need and was assured that it was sent a few days after the tour was finished. The third time I contacted EF Go Ahead Tours was November 28, 2022 where I was told yet again that it was with their finance department. I asked for follow up by either call or email and was assured that they would look into it. I have yet to hear anything or see a refund. It shouldn't take this many phone calls and resorting to going through the BBB months after the fact to get a refund on a service/excursion that was not provided.

  

  Business Response

  Date: 12/08/2022

  Hello *******,
  
  Thank you for reaching out to us on the Better Business Bureau regarding your canceled excursion and refund. When looking at your account I do see that you were issued your refund of  $318 to your wife *********'s credit card we have on file on November 30th, 2022. We apologize that you were given the expectation that you would receive this refund in a shorter timeline than our standard **** weeks for refunds for canceled excursions. We will have a team member contact you to ensure your bank statement does reflect this refund and so we can confirm your information. 
  
  We so appreciate you taking the time to share this experience with us. As we value customer evaluations and feedback as the first critical element in determining where we should make changes to itineraries, policies, procedures, and on-tour experiences.

  In Gratitude,

  EF Go Ahead Tours

  Customer Answer

  Date: 12/08/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

  I do ask that this **** week timeframe be posted somewhere on the website or in their Terms and Conditions (currently it says "post-tour") because that was news to me and I received multiple different timeframes over the course of the past 3 months. Tour director said within 4 weeks, EF Go Ahead Tour chat said within 2 weeks, and this post is saying **** weeks. You can see quite the variance in answers that I received. "Post-tour" is quite ambiguous and sets no expectations of good business practice. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:11/30/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Go Ahead Tour canceled my tour without giving any notice. I didn't receive any communication or contact from Go Ahead Tour. Go Ahead Tour took my $500.00 without even contacting me. I don't have money to give away its hard enough trying to save up to go on trips let alone being taken advantage from companies like this at least have the respect to reach out to discuss further options but instead you took my money.

  

  Business Response

  Date: 12/05/2022

  Greetings Traveler,

  Thank you for reaching out to us here on the Better Business Bureau about your recently canceled tour and policies. We understand how frustrating this can be and can assure you that one of our Team Members will be reaching out to you shortly to go over your options regarding your payments made, why your tour was canceled, where communication fell short and better understand how we can resolve this issue.

  In Gratitude,

  EF Go Ahead Tours

  Customer Answer

  Date: 12/14/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Unfortunately, I am unable to accept this resolution. Talking with a customer service representative does not replace my money, I want to have my money back. Thank you

  [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,

  April

   

   

  

  Business Response

  Date: 12/19/2022

  Hello April,

  Thank you again for reaching out to us here on the Better Business Bureau about your recently canceled tour and policies. We understand how frustrating this can be however in order to fully resolve this matter a team member will need to gather more details about your case specifically, when and why your tour was canceled, why and how communication failed and directly work with you to address this. We are not able to disclose your private billing accounts and details on a public forum such as the BBB for your security and privacy. We encourage you to work with the team member that has reached out to you to address your complaint. Thank you for your understanding. 

  
  In Gratitude,
  EF Go Ahead Tours

• Initial Complaint

  Date:11/18/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a group tour of ***** through EF. All travelers were required to take a covid test within ****************************************************************************************** Barcelona, we met our tour guide at the airport, and expected to show proof of a negative covid test. We were never asked for that. The group boarded a bus to our first hotel. On the drive the tour guide laid out the ********************* for our tour. He mentioned that on public transportation masks are mandatory and EF requires masks on their buses. Following that statement he went on about how masks are stupid and he wouldnt enforce that rule. That evening the group met in the small hotel lobby for an round of introductions and overview of the plan for the trip. One of the participants, *************************************, was unmasked though obviously quite sick sweaty, breathing hard, coughing. There was no doubt in my mind she had the flu or covid. A couple people even requested if you feel sick, wear a mask! Despite that, the tour director never addressed *******'s illness or requested she wear a mask. It comes as no surprise that a few days later, I tested positive for COVID. I immediately quarantined myself and did not tell anyone that I had COVID. My reason was that the first two hotels were sub-par, dark, dirty, terrible food. I did not want to get locked down there by myself! When I had to leave I kept my KN95 on and kept as much distance from others as possible. My travel companion also tested positive and mentioned that several other people were coughing and wearing masks. I got quite sick, others not as much. Despite that, nobody ever came forward as having COVID - there was a 'don't ask, don't tell, just get us home' vibe through the group. I've contacted EF and they refuse to take action. Their reason is that I violated the terms of their 'safe traveler agreement' - an agreement they had already breached by not checking tests or requiring masks.

  

  Business Response

  Date: 11/21/2022

  Dear Ms. Bienzle.

  Thank you for reaching out to us regarding our Covid policy through the Better business Bureau. We so appreciate you taking the time to share this feedback with us and hope that you have made a full recovery from COVID. As you mentioned, when you decided to not come forward as having tested positive for Covid you were in breach of the Safe Traveler Agreement. To be clear, the Safe Traveler Agreement is an agreement for the benefit and safety of you the traveler and your fellow travelers; it does not state any expectations of EF Go Ahead beyond enforcing local COVID regulations. Therefor your tour director did not require testing to be checked prior to travel or masks to be worn at all times because this was not something required by ***** during the time of your tour. As for the masks requirements on public buses, this policy does not impact our buses because they are privately chartered and not considered public transportation. We encourage all our travelers to visit https://www.goaheadtours.com/entry-requirements for the most up to date guidance, rules, and regulations concerning COVID policies and entry requirements, as well as to speak to their primary health care provider about health concerns while on tour. We have recorded your dissatisfaction of our COVID policies and Safe Traveler Agreement. Rest assured, your sentiments and comments will be relayed to the appropriate teams here at Go Ahead, 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. Should you have more feedback concerning this or any other matter we encourage you to continue working with the team member you have been in contact with on our Customer Engagement team. 

   

  In Gratitude, 

  EF Go Ahead. 

   

  Customer Answer

  Date: 11/26/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

  Thank you for getting back to me. It seems that though *** stated them a few times, my points are being missed. I assert that EF broke the terms of your Safe Traveler Agreement well before I or the other travelers did.
  
  Pre-Departure COVID-19 Testing I am struggling to see the value in the pre-departure testing if those tests are never checked. The travel group was told to make sure we took our tests & took a picture of the negative result. The requirement to bring a picture speaks to EFs intention to verify that everyone tested negative. Your tour director never checked anyones test.
  
  On The Road, Local Regulations & Mask Wearing First, EFs tour director openly mocked mask wearing, including on public transportation and on EFs chartered coaches. He told us very clearly that he would not enforce the mandate. Second, and more concerning, a member of the group arrived visibly ill; several of us commented that she should be wearing a mask. Your tour director never took any action. It couldnt be more clear that EF breeched this agreement first.
  
  During the months leading up to our tour, not once did I receive a return phone call or response to my inquiries. My questions and requests were ignored. When I got sick, this experience gave my zero confidence that EF could handle the situation adequately. Moreover, with the exception of one hotel, our accommodations were substandard (dirty, dark, terrible food). EF should be embarrassed, especially by the hotel in *******. Not only did I not trust you to address my illness, I was also afraid of getting stuck alone in one of those hotels.
  
  After a few days, I asked about my options for getting home early. Your tour director said not to bother as it would be at least two days until I would get a flight home. A quick ****** search proved that to be untrue. Please note, despite purchasing the travel insurance, I couldnt call the company because I lost my voice. I was stuck.
  
  My experience with EF was unpleasant from the moment you received my downpayment. Given your employees disregard for safety protocols, it is inappropriate for you to hide behind your Safe Traveler Agreement.

   

  

  Business Response

  Date: 12/05/2022

  Hello,

  Thank you for following up with us concerning your complaint. To ensure that I have addressed all of your concerns I will respond to them in the order you have reiterated. 

  "Pre-Departure COVID-19 Testing I am struggling to see the value in the pre-departure testing if those tests are never checked. The travel group was told to make sure we took our tests & took a picture of the negative result. The requirement to bring a picture speaks to **s intention to verify that everyone tested negative. Your tour director never checked anyones test."

  The value in the pre-departure testing is that travelers who test prior to leaving on their tour and test positive know before they go that they do have COVID. If a traveler knows they have COVID prior to leaving they can and do call in to ** Go Ahead and can rebook their tour at no penalty for a later departure date. This is based on the honor system and we expect that all of our travelers will follow the Safe Traveler Agreement and do this. We do recommend everyone take pictures of their tests to ensure they have it on hand should any country's policy change while you are on tour as we cannot predict these things. There is no where in our policies, advertisements, or agreements where ** Go Ahead states that your tests will be checked by your tour director. 
  
  "On The Road, Local Regulations & Mask Wearing First, **s tour director openly mocked mask wearing, including on public transportation and on **s chartered coaches. He told us very clearly that he would not enforce the mandate. Second, and more concerning, a member of the group arrived visibly ill; several of us commented that she should be wearing a mask. Your tour director never took any action. It couldnt be more clear that ** breeched this agreement first."

  We cannot regulate the beliefs of the Tour Director however I can be sure to share your feed back of his expressed feelings regarding Mask Mandates. That being said ** Go Ahead does not have a Mask Mandate for while riding on the chartered bus unless the local regulations require masking at all times. On your itinerary the only places that had a mask mandate were on public transportation (which as already clarified, does not include the ** Privately Chartered Bus) and Medical Offices. Had you gone into a pharmacy or doctor's ****** when you tested positive the mask mandate would have been enforced by the ****** and still not by your tour director.  
  
  "During the months leading up to our tour, not once did I receive a return phone call or response to my inquiries. My questions and requests were ignored. When I got sick, this experience gave my zero confidence that ** could handle the situation adequately. Moreover, with the exception of one hotel, our accommodations were substandard (dirty, dark, terrible food). ** should be embarrassed, especially by the hotel in *******. Not only did I not trust you to address my illness, I was also afraid of getting stuck alone in one of those hotels."

  We apologize for you not receiving a call back prior to your trip to answer your inquires. When looking at your account I do see ongoing communication between you and our support team however these things can always be improved and I will be sure to pass your feedback along. Regarding the quality of your hotel, I am sorry you do not feel that the accommodations were to your standards however the room quality does not exempt one from following health and safety protocols. Had you needed a different location for your isolation our On Tour Support team could have helped in finding alternative accommodations however you never provided an opportunity for that to take place. 
  
  "After a few days, I asked about my options for getting home early. Your tour director said not to bother as it would be at least two days until I would get a flight home. A quick ****** search proved that to be untrue. Please note, despite purchasing the travel insurance, I couldnt call the company because I lost my voice. I was stuck."

  Again, had you come forward in telling us that you had tested positive for COVID your accommodations, meals, transportation, and updated airfare would have been covered under our COVID Care Policy. The tour director is not responsible for your airline ticketing and therefor would not have access to the most up to date information. Despite losing your voice our site does have a Live Chat option, our On Tour Support Team does much of its communication over email, and our partner company who assists us with Covid Cases while on tour, ANVIL, is also available via email. Had you come forward after testing positive for COVID, your tour director could have been the first point of contact and direction to communicate via email would have been absolutely possible making the lack of voice a moot point. 
  
  "My experience with ** was unpleasant from the moment you received my downpayment. Given your employees disregard for safety protocols, it is inappropriate for you to hide behind your Safe Traveler Agreement."

  We hear your frustration and are sorry you contracted COVID while on tour. As you have found first hand, we can not control who does and doesn't get sick nor can we guarantee everyone will follow an honor system. Our Safe Traveler Agreement is based on the assumption that people will be honest and forthcoming- sadly not everyone is.

   

  We hope that this format of response has better addressed your complaints. Rest assured that your feedback will be shared with the appropriate teams as we continue to navigate the ever changing world we live in. We hope you are feeling better and continue to explore our amazing world and all it has to offer. 

   

  In Gratitude, 

  ** Go Ahead

  Customer Answer

  Date: 12/14/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

   

  It's clear that EF ***************** behind the Safe Traveler Agreement though EF, through your travel director, broke the agreement well before me. I cannot pursue you legally, due to your Terms & Conditions. Throughout my experience with EF, from the moment you received my deposit money, EF has operated well outside of integrity. I've detailed the ways already, no need to repeat myself. As courteously and politely as I can muster you should be ashamed of your business practices. 
  

  
  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:11/03/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a tour through this company. In preparing for this tour, representatives gave me and my travel companion ************************************* incorrect information regarding obtaining a required ***** **** 3 different times by 3 different employees. Acting on that information in good faith, ************************ and I were denied boarding passes when we showed up at the *************************** to catch our flight to *******, *****. We were told that we could not get a **** at the ******* airport despite being told that we could 3 times by Go Ahead Tours representatives. A **** is required to enter *****. We missed our flight and our tour. EF Go Ahead Tours has refused to reimburse ** for the money we paid to them and the airline (***** Airlines) despite several requests. We are asking BBB to assist in the refund of that money. EF Go Ahead Tours has all supporting documents, and has admitted that the mistakes were made in emails from representative *******************, *******************************

  

  Business Response

  Date: 11/08/2022

  Hello *******,

  Thank you for reaching out to us regarding your complications in getting your entry documents for your **************. Upon looking at your account I do see that you were given the correct links and information to obtain your **** through VisaCentral and the ********* *************** Portal on September 13th and September 22, 2022. As stated in our Terms and Conditions that you and your travel companion signed upon booking with us 

  "You are solely responsible for obtaining a valid passport, any ****s, other travel documents and verifying and satisfying any entry requirements necessary for each country of travel on your selected tour itinerary, including any required medical documents, testing, or proof of vaccinations (including any need to show proof of full COVID-19 vaccination), as GAT is not responsible for providing this information or documentation."

  As noted on your account we have made the exceptions to honor your price, cover your insurance, and waive the rebooking fee to allow you to rebook this tour for a different date giving you more time to gather the proper documentation. Since you chose to book your own flights rather than booking them through us, this is not something we are able to cover. We encourage you to continue working with our Travel Support team in getting new dates booked so you may enjoy the amazing experiences the ***** Safari offers. 

  In Gratitude,

  EF Go Ahead Tours

   

  Customer Answer

  Date: 11/09/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business Response

  Date: 11/21/2022

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

  Again, we thank you for reaching out to us on our Better Business Bureau regarding your complications in getting your entry documents for your **************. As previously mentioned, upon looking at your account, it is clearly documented that you were given the correct links and information to obtain your **** through VisaCentral and the ********* *************** Portal. It is unfortunate that you were unable to travel on your expected dates due to difficulties obtaining your **** however we encourage you to take advantage of the exceptions we have made for you in order that you may still enjoy this amazing opportunity. It is noted on your account that we have made the exceptions to honor your price, cover your insurance, and waive the rebooking fee to allow you to rebook this tour for a different date giving you more time to gather the proper documentation- thus all that you have invested in this tour through us can still be used for this exact experience just on a later date when your **** has been confirmed. We encourage you to continue working with the support specialist that you have been in contact with to get rebooked for another tour so you and ************************ can experience the safari you both had been looking forward to.  

   

  Sincerely,

  EF Go Ahead tours

• Initial Complaint

  Date:10/27/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Year 2020 paid deposit of ****** for north American/****** tour. ************ canceled because of covid. Asked for refund to be returned on several occassions,but refuses. They are willing to **************** trips, but unable to travel now. With that said, I'd like the refund. EFGoahead canceled not us.

  

  Business Response

  Date: 11/01/2022

  Thank you for contacting us through the Better Business Bureau. Upon review of your account I do see that you and your partner had signed our terms and conditions which state:

  "In the event external events beyond EF Go Aheads reasonable control have not rendered a tour program impossible or illegal to depart as scheduled yet EF Go Ahead reasonably decides in its sole discretion that the tour must nevertheless be cancelled, modified, or postponed due to health or safety concerns related to the ******19 pandemic or because issues related to the ******19 pandemic would affect the quality of the tour, travelers acknowledge that EF Go Aheads sole obligation to them will be to rebook them to a future tour with no rebooking costs, issue a Future Travel Voucher in all amounts paid (less the cost of travel protection, if purchased) that *** be used for future travel, or to issue a refund for the full amount paid less the cost of travel protection (if purchased) and less the non-refundable reservation fee applicable to the travelers tour (i.e., $300-$450, as specified above). EF Go Ahead and the enrolled traveler agree that, in the event of a cancellation, modification, or postponement of a tour by EF Go Ahead consistent with this provision, the cash refund option made available shall constitute fair consideration under the circumstances."

  For a full review of our Terms and Conditions please visit https://www.goaheadtours.com/about/terms

   

  We have all been impacted by COVID in one way or another; and this, just like so many other things impacted by COVID, is something that is out of our hands.

   

  All the Best,

  EF Go Ahead Tours

  Customer Answer

  Date: 11/05/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:09/23/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The tour itself had a good structure and good coverage of ***********. The tour director was awful.The menu selections for the ********** dinner were the worst Ive ever seen on a tour. Meatloaf (which to Americans and ********* was nothing similar to meatloaf), hashbrowns with a few vegetables (as a main dish), and a soupy chicken dish with 1/3 plate of ***** macaroni and 1/3 plate of peas.We made our own arrival arrangements; the tour director didn't reach out to us regarding dinner the first night When we asked her what there was to do in ********** on our free time, her response was there are no museums or anything to do in **********. We found a lot of things to do...top of metropole hotel to see junraugh, boat rides, indoor caves, hang gliding. And she pointed in wrong direction for boats.On the bus we received two or three **** minute information talks about the history of the areas.She could have given us ideas for where to have dinner or what to do in each town, but she did not.No introduction of travelers at welcome dinner No acknowledgement when approached. Sometimes she wouldn't smile or speak. She never spoke to or acknowledged me before I said something to her..**** no narrative on walk with ****** had already told us everything on the bus. The few things she said on walk into town weren't heard by all because she wasn't using vox. The only time we used vox was on the tour of ******* with a local guide, so whenever she was leading us into a town, we got no information regarding the town and no suggestions on what to do.9 tours? We got one in *******.We spent 3 hours or so in ****** on foot. When we went to meet the bus, the luggage had not been delivered to the hotel. So when we arrived at the hotel, we did not receive our luggage before the 630 group dinner. People were showering and putting their dirty clothes back on. The luggage could have easily been dropped at the hotel while we were touring.

  

  Business Response

  Date: 11/08/2022

  Hello ******,

  
  Thank you for reaching out to us on our Better Business Bureau regarding your complications in getting your entry documents for your *********** by Train tour with us. Upon looking at the details you provided us both here through your BBB complaint and what you have discussed with one of our agents, but we regret that you do not feel that your tour was adequate. Rest assured, your sentiments and comments will be relayed to the appropriate teams here at Go Ahead, as we value customer evaluations and feedback as the first critical element in determining where we should make changes to itineraries, partnered companies, policies, and on-tour experiences. As always, if you'd like to discuss this further, please do not hesitate to continue the conversation with the Customer Loyalty and Engagement Specialist you have been working with.

  In Gratitude,

  EF Go Ahead Tours

  
  

• Initial Complaint

  Date:09/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was scheduled for travel (trip to *****) through this company who cancelled the tour about 45 days out from departure. The initial reason given to our trip host was a staffing shortage within their company and then magically we received communication from EF Go Ahead that the trip was canceled due to potential Covid travel restrictions. Our travel group was initially told that we could receive a full monetary refund. This has since changed and now we are being told that if we want a monetary refund, it would be for the amount paid less a $450 cancellation fee. Why am I being penalized for a cancelation fee when I was not the one who BREACHED the contract. Other remedies were offered by the company but I should not be FORCED to accept them as I specifically paid for a trip to ***** in October 2022 and not some other option convenient for the company, but not convenient for me! I have spoken to an EF Tours account manager (*********************) who apologized for internal miscommunication, which honestly I view as lies, but indicated that company has made the decision to not make a full refund. I FIRMLY OBJECT to having to accept this cancelation fee. As a big business, EF Go Ahead Tours should absorb this loss (if there truly indeed one on their end). I'd like something in writing from ***** officials citing travel restrictions/warnings at a group level. I'd also like this matter escalated to the President of EF Go Ahead Tours, *******************************, if EF Tours is not agreeable to a full refund.

  

  Business Response

  Date: 10/18/2022

  Hello,

  Thank you for contacting us through the Better Business Bureau. After looking through your file and can see that a refund check was issued to you as on October 11th, 2022 and sent to the address on file. You should receive this check in the mail within 3-4 weeks from the time of processing. You will also receive an invitation to address any remaining questions, concerns or feedback you may have from one of our team members 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:09/08/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  June 14 I called Ef Tours and spoke to ************************* agent who told me they were forming a new tour to ********, ******** and ************** first class trip 4-5 star hotels trip to depart August 31, 2022 for 17 days including airfare and all meals. They had two people signed up thus far and I would be #3. ***** told me that they needed a minimum of either 5 or 8 people to go forward with the trip not to worry because in the event the trip did not go forward by June 23, 2022,I would receive a full refund. I informed her that I wasnt sure at this time, but I believed I wanted my return flight to be to ******** in lieu of ***********. She said that was not a problem and they would call me prior to scheduling my flights. She said the airline reservations would not be made till sometime in July. She said if I had any questions or concerns in the interim to call or email them. I called numerous times and only was connected to a recording. I held on for 1.5 hours unable to reach a human or leave a message. I finally pressed the emergency prompt and the person stated she was unqualified to be of service but would pass on my msg. July I sent 2 emails to the company demanding a full refund as promised. The Company cancelled my trip June 23 without a valid reason saying due to covid I know for a fact other companies are traveling to these locations. The company has refused to return my deposit of $899.00. They did send me additional statements demanding the balance they claimed due of $9000 or else I would be penalized even though they cancelled the trip. July 14 I received a call from *************************** who said she would check into it and hung up on me and never replied. I sent 2 emails to the company demanding a full refund as promised I have reported this to my credit card company who is having difficulty obtaining a refund.

  

  Business Response

  Date: 11/28/2022

  Dear ****, 

   

  
  Thank you for reaching out to us regarding your cancellation fee. After reviewing your file I see that you were given a full refund of your $899 as requested on September 8, 2022. This refund was provided to you as an exception to our policies. I understand that you were exepecting a full refund as you described due to its cancellation however the terms of cancellation were described as if it were for low enrollment which was not the case for this tour. The tour you had booked was cancelled due to COVID and therefor was not required to provide a full refund in accordance to our terms and conditions which can be found at https://www.goaheadtours.com/about/terms. 
  
  We so appreciate you taking the time to share this experience with us. Rest assured, your sentiments and comments will be relayed to the appropriate teams here at Go Ahead, 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:09/06/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  EF Go Ahead Tours cancelled my tour to ******** and ******** and refuses to return my initial $450 booking deposit. They say the cancellation is not their fault, that it is not safe to go there. Several other companies are running trips there with no problem. They will only allow me to use the money for booking another trip with them. They cancelled the trip and should return my deposit.

  Customer Answer

  Date: 09/17/2022

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

  

  Business Response

  Date: 12/09/2022

  Hello ********,
  
  Thank you for contacting us on the Better Business Bureau. Where we cannot speak for other travel companies, safety is our number one priority here at EF Go Ahead. In the event that our operations team hears that it ,ay not be safe to send our travelers to a destination, they will make the decision on if it is in the best interest for our travelers to go or not go. As you may recall from the Terms and Conditions you agreed to on June 21, 2022,

  "EF Go Ahead Tours incurs substantial non-recoverable costs and expenses of its own in planning, preparing, and pre-paying amounts for such tours. Accordingly, if EF Go Ahead Tours cancels a tour for any such reason, travelers will receive an EF Go Ahead Tours future travel voucher for all monies paid, less the cost of any purchased travel protection plan."

  Meaning that in the event that your tour is canceled you have the option to rebook to another tour or, if you decide to not to rebook, there is that $450 fee. To review these terms you may go to https://www.goaheadtours.com/about/terms.

  We thank you again for providing your feedback on your experience. Rest assured, your sentiments and comments will be relayed to the appropriate teams here at Go Ahead, 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

  Customer Answer

  Date: 12/12/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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,

  ********