Complaints

This profile includes complaints for EF Educational Tours's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  EF Educational Tours

  2 Education Cir Cambridge, MA 02141-1970

  
• 

  EF Educational Tours

  1221 S Congress Ave Apt 400 Austin, TX 78704-2405

• 

  EF Educational Tours

  2373 15th St Ste 400 Denver, CO 80202-2791

  
• 

  EF Institute for Cultural Exchange, Inc.

  1221 S Congress Ave Ste 400 Austin, TX 78704-2405

  

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:07/08/2025

  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 the tour to ************* for my son via his school. Paying via auto draft. Account number: ******* Charges DateItemAmount 10/20/2024Program Fee$2,125.00 10/20/2024Travel Protection Plan$119.00 10/20/2024Lunch included: $20 per day$88.00 10/20/2024Early Enrollment Discount-$50.00 Total charges: $2,282.00 The first red flag should have been that they didn't allow you to put a trip of this magnitude on your credit card. You had to auto draft from your bank account. 04/21/2025Payment - Direct Debit-$362.00 03/19/2025Payment - Direct Debit-$365.00 02/19/2025Payment - Direct Debit-$365.00 01/20/2025Payment - Direct Debit-$365.00 12/19/2024Payment - Direct Debit-$365.00 I later asked the sponsor if she had space for the rest of the family to join. They quoted me over $2500 for my and I apiece and over $2300. When I told them I was solely seeking a seat on the bus as the sponsor told me that she had seats available this was their response. Looking at ******* tour, there is still time to enroll. We can certainly remove the cost of flights from the total trip cost, bringing the price to $2343 for an adult and $2033 for a student (19 years of age or younger). This would allow you to join the tour and participate fully with your son. They cited logistics and safety issues which I clearly didn't understand when I explained that I'd planned to book the same flight and stay in the same hotel. Also, to get to ********** and all the attractions were FREE. They gave the $15/$20 vouchers for lunch and dinner. Breakfast was free at the hotel. There were three students in my son's rooms. Two - three schools occupied the bus that my son's school used during the tour. So why did we pay them over $2200. I think I'm being very generous allowing them to keep $1000. I will like $1200 of my money back. This company should not be allowed to be allowed to rip people off like this.

  

  Business Response

  Date: 07/10/2025

  Thank you for the opportunity to respond to the complaint submitted regarding EF Explore America and the Washington, D.C. tour booked under account number 7404129.
  We regret to hear that you were dissatisfied with aspects of the experience and appreciate the chance to address your concerns directly.

  While the complainant expressed concern about being required to use direct debit, we would like to clarify that EF does offer multiple payment methods, including the option to pay in full with a credit card or our Manual Payment Plan which also offers the option to pay with a credit card. Our monthly autopay planvia direct debitis the default option to help families budget for their trip over time.
  
  The total cost of $2,282.00 included the following:
  Round-trip airfare
  Hotel accommodations - standard rooming for students as outlined in our Booking Conditions is 4 students per room
  Three meals per day (including restaurant dinners and hotel breakfasts)
  Motorcoach transportation throughout the program - this is a shared tour not private which is why another school(s) were on the bus with the group
  Guided sightseeing and all entrance fees
  Full-time Tour Director and on-tour staffing support
  Comprehensive safety measures and group travel coordination
  Optional Travel Protection Plan
  This price reflects the complete educational travel experience, not simply transportation and lodging. We recognize that many attractions in **********, D.C. are free to the public, but our pricing accounts for the planning, staffing, security, and coordination necessary for safe, structured student travel.
  
  The complainant noted that you wished for additional family members to join the tour and were quoted a cost that you felt was excessive, especially as you only intended to occupy a seat on the bus. Our tours are designed as all-inclusive educational programs and are not sold as transportation-only or la carte offerings. Adult and student pricing includes access to all group services, logistics, and staffingregardless of how much of the program an individual plans to utilize.
  
  Your traveler completed the tour as scheduled. Based on our terms and conditions, which were acknowledged and agreed to at the time of enrollment, payments become non-refundable as we make commitments to our travel and service partners well in advance of departure. As such, no refund is due in this case.
  
  EF Explore America is committed to providing safe, enriching educational travel experiences for students and their families. While we regret that your familys expectations were not met, the program and its pricing were delivered in accordance with the terms shared at the time of enrollment.

  Customer Answer

  Date: 07/10/2025

  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,

  Charmeka

   

   

• Initial Complaint

  Date:07/04/2025

  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.

  Hello. My name is ******** ********* and im filing this complaint against *******. I believe this company is a scam and getting over on families. ** did not deliver what was promised. I paid to live in unsafe neighborhoods, disgusting motels and eat inedible food. I have attached my complaint in written and uploaded as pdf. Its labeled 'EF Tour nightmare'. Please review this letter so you can see in detail what our Europe trip experience was. I not asking for a full refund but im asking for the adult fee for $730 and the single room fee for $630 to be refunded back to me. Please review my attached documents for proof.

  

  Business Response

  Date: 07/07/2025

  Thank you for reaching out and thank you for your feedback. I have noted your feedback on my end, however please submit your tour feedback via the *********** App as that is the best place for reviews and comments to get to the correct teams (operations, travel, etc). Our tours are designed for students in tour pace, meals, hotel locations, etc. We have unique group contracts with hotels, restaurants, and bus companies, and other suppliers, who work with student groups specifically. We strive to produce educational tours that are well paced, safe, comfortable, and perfect for student travelers. We did deliver on those expectations for your tour. A refund is not due at this time. 

• Initial Complaint

  Date:06/29/2025

  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.

  My minor child and wife went on this tour company. Their flight got cancelled in *******. This tour company was zero help in getting them redirected and left them stranded in the airport. They basically told the group leader to find her own way to get these kids home. Their customer support said they had no liability in helping them redirect another flight. I also talked to them and let them know that every check I paid was to EF tours and not the airlines nor the group leader. They told me they didnt care who I wrote the checks to, they were not responsible for anything to do with rebooking and the group leader should wait the two hours in line, be told there was nothing the airlines could do, then get back in line and do it all over again until the airline, which was also no help, got tired of seeing her and they would get them on a flight. ** *** also said they were finished with the tour group and it was not their responsibility to get them home. They blocked my number from calling. I understand I wasnt a tour guide but I told them they would hear from me because it was MY minor child they were abandoning an an airport and I had a right to call and get information on my child. They finally got home, no help from ** and ** has still not reached out to group leader to see if anything has gotten resolved. This company should not have any passing rating on BBB

  

  Business Response

  Date: 07/07/2025

  Thank you for reaching out and sharing your feedback. I apologize that you had such a negative experience with us during your groups flight cancellation in *******. Flight delays and cancellations do happen unfortunately and while EF can support from afar, it is the responsibility of the airline to rebook their passengers. After reviewing your account, I see you have been in contact with a Traveler Support Manager who is assisting you and providing insurance claim information. If you have additional questions, please respond directly to your email chain. 

• Initial Complaint

  Date:06/23/2025

  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.

  Purchased a school program to travel to ******-***** trip, but was cancelled due to CoVID. Been contacting the institution, not only so hard to get a hold of a person, but when I do I am always on hold, only to get hang up or pass around. I requested for a refund back in Oct. 2024, and received nothing till now.

  

  Business Response

  Date: 06/26/2025

  Thank you for reaching out. After reviewing your account, I see that you requested the refundable portion of your Future Travel Voucher back in November 2024. If you did not receive this refund, please contact EF College Study at ************.

• Initial Complaint

  Date:06/16/2025

  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.

  The whole time I was making payments and getting passports for me and my son I was told I could go on the trip with my son and share a room. 26 days before the trip they said I couldn't go because the group leader didn't want me to and because of this my son refused to go. The only reason I was able to convince him to go in the first place was because I was going to go with him. My son has really bad anxiety and there were bullies going on the trip and the school and EF Tours knew this. ** blamed the school and the school blamed **. I got no refund and I asked to be transferred to another trip where I could go with my son and so I didn't lose out and EF didn't lose out on money but they refused. I lost over $5000. They are a rip off and liars and went back on everything they had told me. I've got emails to prove it and talked over the phone many times with EF Tours which I know are recorded but don't have access to them. EF Tours are scammers. I tried reasoning with them, working things out with them, finding a solution, but nothing worked. They refused everything including their and the schools fault. I feel like this was discrimination and retaliation and a rip off and scam.

  

  Business Response

  Date: 06/19/2025

  Thank you for reaching out. After reviewing your account, I see you have been working with a manager on our Traveler Support team directly. Per our Booking Conditions, the Group Leader can cancel a traveler at any time prior to departure. You can find our Booking Conditions, that were signed upon enrollment, at ***************************************************************. I have also included the information below.

   

  12.EF or my Group Leader reserves the right to refuse or cancel my registration in
  the event my participation would negatively affect the wellbeing or satisfaction
  of me or my travel group or if EF or my Group Leader cannot in its sole discretion
  accommodate a medical or behavioral health condition. In such event, EFs
  Standard Cancellation Policy as outlined in the Booking Conditions apply.

  Customer Answer

  Date: 06/24/2025

  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 ******************************* leader has no reason to keep me from going and I was told from the EF tours manager I could go. She never said the group leader could say that I couldn't and the group leader had a year to tell me I couldn't go and instead waits 29 days before the trip to tell EF tours I couldn't go so that I couldn't get refunded. This is a scam and I want a full refund or to go on a trip with a different school & group leader. I have 2 years to choose somewhere else to go which expires in 2026. EF tours and the group leader knew from day 1 my son wouldn't go without me because of his anxiety and learning disabilities and later found out his bullies were also going on the trip. I will provide a doctor's note and all of our emails if needed but I don't know how to attach them. 
  
  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: 07/02/2025

  Thank you for your reply. As stated previously, please reach out to the Traveler Support Manager contact directly should you have additional questions. We are not making any exceptions to our Standard Cancellation Policy due to your circumstance. 

  Customer Answer

  Date: 07/05/2025

  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 was never told the final decision would be up to the group leader and she had plenty of time to tell me I couldn't go. There is no reason that I should not have gone and was never provided one. I went thru EF directly because of problems with her and EF assured me I could go on the trip. If I knew this I wouldn't have signed up for this trip. I also wouldn't have paid for this trip. You guys need to come up with a resolution for your mistakes and miscommunication. Otherwise this is just a scam to take my money and if the BBB doesn't help with a solution then I'll find another way and let everyone know how you rip people off. This is poor customer service. 
  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:06/16/2025

  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 have documented medical conditions, I tried contacting EF Tours several times in advance to discuss medical accommodations. I got documentation from my doctor. ********** has been unable to make adjustments to my seat assignment to me. I have emailed EF tours four times (today alone) and spoke to a rude *** on the phone who claims they have no control over reservations and theyre dont assign seats which is in direct conflict with all of the info I have received from **********. Additionally, EF tours has suggested I essentially threaten the airlines using the air carrier act because they are refusing to do their job and contact ********** on my behalf and either 1) request the proper accommodations or 2) release my ticket so that ********** can make the changes that are needed. I am disgusted with the customer service from ******************** and unhappy with how theyre handling or lack of handling when it comes to ensuring customers that pay them to book their travel are provided the accommodations needed. I am requesting 1) direct contact from someone at EF tours 2) a full refund of the entire flight round trip 3) as well as financially covering any and all medical bills related to my injury worsening due to their negligence and complete ignorance when it comes to being a third party booking agency.

  

  Business Response

  Date: 06/17/2025

  Thank you for reaching out. We are unable to upgrade seats or cabins per our negotiated group contracts with airlines and alliances. You can find this information in our Booking Conditions, that were signed upon enrollment. I have also included this information below. For your return flight, please reach out to ********** directly for seat requests and accommodations. 

  Can I make modifications to my flight itinerary or seat assignment?
  EFs group contracts do not allow upgrades, stopovers, or the accrual of frequent flier miles. EF and the airlines are not able to accommodate seat changes, upgrades, or modifications for group and/or individual bookings. We are not able to preassign seating. Seat assignments will be provided upon check- in. Depending on your groups size, travelers may or may not sit together. Some countries may require aircraft insecticide treatment for inbound foreign flights. A list of such countries is available at ****************************************************************.

   

  Customer Answer

  Date: 06/17/2025

  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,

  ********

  My response, at NO point was I asking for an upgrade or change in cabin. I have a documented medical issue that requests accommodations for my seat not to upgrade it. Additionally, you must not have read the attachments because the email I received from ********** clearly states EF Tours must call or email Air Canada OR EF Tours needs to release the ticket from the group reservation so they can make the changes. 
  

  Please do not try to justify your negligence on the contract, when what I was requesting from my doctor is very clearly a part of the booking process. I cannot control that I am injured and need accommodations. Furthermore, I attempted to resolve this issue TWICE before getting to the airport. I did my part as the consumer, as the agency booking my ticket, you are not doing your part. Please resolve this by reaching out to ********** and following their instructions in the email. 

   

  

  Business Response

  Date: 06/19/2025

  Thank you for reaching out. We understand the inconvenience of the back and forth. I see you have spoken to **********, however the person that you are communicating with does not fully understand our specific group contracts. We are unable to choose seats on your behalf per our negotiated contracts. Separating you from the group booking could jeopardize the entire group's flights. Please work with ********** upon checking into your return flight to see if you can secure an aisle seat or an exit row.

• Initial Complaint

  Date:06/13/2025

  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 Tours/Jayrelle ****** informed me and my children that they didnt need a **** to travel on a school trip to *****, The first day of the meeting I informed them my kids have ******* Passport 21 days from the trip they informed us we didnt need a **** on 2 June we arrived at the Airport in ******* to be turn round stating we need a **** left us at the airport and at this time has not call to refund my money of $11.198.

  

  Business Response

  Date: 06/15/2025

  Thank you for reaching out. We are sorry your students were not able to travel on the tour to *****. All necessary travel documents (valid passports, ***** etc) are the responsibility of the traveler and family. You can find this information in our Booking Conditions, which were signed upon enrollment, at ***************************************************************. I have also included it below. We do not have any logged communication from your family regarding passport and **** inquiries to our Traveler Support team prior to the tour. 

  PASSPORTS, VISAS, OTHER TRAVEL DOCUMENTS & ENTRY REQUIREMENTS
  Each traveler is solely responsible for obtaining prior to departure a valid passport,
  applicable ****s, and any other required travel documents, as well as verifying
  and satisfying the entry and exit requirements necessary for each destination
  of the tour itinerary. This may include required medical documents, testing, or
  proof of vaccinations (including any requirement to provide proof of full and up
  to date COVID-19 vaccination). All U.S. passports must be valid for at least six
  months following the tours return date, and travelers will need to provide passport
  information to EF by 110 days prior to departure. Non-U.S. citizens will need to
  contact the embassy or consulate of their destination countries to ensure they
  meet specific entry requirements. Remember to check your itinerary carefully for
  all countries that will be visited (including countries visited in transit). Visit the **************************** travel website at ******************** for more information.
  If a traveler is unable to obtain these travel documents or meet any applicable entry
  or exit requirement, EFs Standard Cancellation Policy will apply and travelers will be
  solely responsible for any incurred expenses.

• Initial Complaint

  Date:06/11/2025

  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 participated in an EF Tours trip to ***** and ***********. The *********** portion of the tour was cut short due to widespread wildfires. For the final several days of the trip, we were confined to our hotel with no alternate activities provided, despite this being a paid, guided educational tour.I had purchased EF Tours' travel insurance and was told it would cover situations like this. However, I have not received any compensation, partial refund, or clear communication from ** since the disruption.The situation worsened when our return flight on American Airlines was canceledtwiceand ultimately delayed for two full days. Out of frustration and necessity, I rebooked my own return flight on ************** at my own expense. I contacted American Airlines directly, and they confirmed that any refund for the canceled flight would have been issued to EF Tours, since the booking was made through ******* date, I have not received any portion of that refund, nor a clear response regarding the status of my travel insurance claim. I feel that EF Tours either received a refund and has not passed it along, or has not advocated on behalf of its customer for reimbursement, despite the extraordinary circumstances.I am requesting:A full accounting of the airfare refund status from American Airlines A review and appropriate compensation through the ** travel insurance policy A partial refund for the missed portion of the tour due to wildfire disruption I have attempted to resolve this informally through ** but have not received a satisfactory reply. I am submitting this complaint in hopes of receiving fair and transparent resolution.

  

  Business Response

  Date: 06/17/2025

  Hello Trinity, 

  I'm sorry to hear that your tour was impacted by this world event. We understand how disappointing these kinds of pivots are and are sorry that our gesture of a voucher did not meet your expectations. I reached out to you to discuss this issue further but did not receive a response from you. If you should wish to discuss this issue further, we are happy to do so. Should you have questions regarding your insurance claim, please make sure to direct them to our third party insurance claims adjuster which was emailed to you at the time of the event.

• Initial Complaint

  Date:06/02/2025

  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.

  Two years ago, we began planning and saving for a tour for our son with a school group using EF Tours. It was to be the trip of a lifetime, and EF Tours was touted as being a great organization that looked out for students, an organization that parents could trust. But a month from departure, we were told that our son would begin the trip by waking up at **************************************************************** an aiport for over 10 hours. EF Tours refused to use a different departure flight, despite having several options with similar pricing on the same airline. We have called, we have written, the school staff leader has contacted them, but EF Tours is not interested in helping make this the best experience possible, despite their premium price tag. And (I am sure by design), EF Tours does not release the flight schedule for the tour until AFTER the refund window has closed ... so they could put you on the worst flights in the world and you would not be able to cancel without losing all of your money for the whole tour. I would not recommend them, they are not interested in the good of their participants.

  

  Business Response

  Date: 06/02/2025

  Thank you for reaching out. We're are sorry to hear that you are dissatisfied with the flight itinerary. We understand that a 10 hour layover is long and that you may see more preferable options of flights online, however we are not always able to book those flights. ** secures group reservations which are not offered for every commercial flight. What you see online is only offered to individuals and EF is unable to book those through our group contacts. Our Flights team does their best to book the most ideal flights available to us considering the dates, destination, and group size. We hope the flight itinerary does not affect your decision for your student to travel and we hope you understand that flight information is not provided until closer to departure due to enrollment deadlines and airline and route changes. Should you have additional questions, you can reach us at ************.

  Customer Answer

  Date: 06/05/2025

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

  Thank you very much for your reply, I appreciate your time and attention. However, the response received from EF Tours via BBB is nearly the same as I received from the entry-level call center person. This is a "policy" but does not address this particular situation. I would hope that even though EF Tours is "not always able to book those [alternate] flights," they would address this complaint by first *trying* to book a better alternate flight and then respond with the specific results of their attempt to help this particular group. 

  I also suggest that EF Tours change their practices to A) work *with* travelers before booking by offering multiple possible options to allow travelers input and choice, and B) release itineraries *before* the payment refund window closes. These changes will not help my son in this particular instance but I think they would prevent similar issues for others in the future. Thank you again for your time and attention.
  
  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: 06/10/2025

  Thank you for reaching out. We appreciate your feedback and thoughts. We begin working on booking and confirming all components of the tour as students enroll, however travel details can change often at any point prior to departure for many reasons (group size, flight schedule changes, events in the destinations, etc). We confirm flights around ***** days prior to departure, however do not release them to travelers' online EF secure sites until 21 days prior to departure because of the many changes that happen prior to ticketing. Our priority is providing an educational travel experience that is safe. Thank you again for your time.

• Initial Complaint

  Date:05/28/2025

  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 put a down payment on an EF Tours school trip for my daughter. I purchased insurance for the trip and I paid the monthly amount, every month. My husband lost his job and he had been unable to find another one, so we got behind on the monthly payments. EF Tours canceled her trip because we couldn't pay the balance. I requested a refund and they are not willing to issue the refund. The insurance I paid for stated that a refund could be issued due to a job loss. EF Tours requested a letter from his employer, which I provided, but the phone number was incorrect so I was asked to provide my 2023 and 2024 W2s, which I don't want to do. I paid for the insurance and I provided the letter as requested, so I want my money back.

  Customer Answer

  Date: 06/09/2025

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

  

  Business Response

  Date: 06/10/2025

  Hello *******,
  
  We are sorry that your student was unable to travel with us.We see the account was cancelled on 5/1 by your request under our standard cancellation policy. AT the time of your cancellation there was not a refund available directly from EF.
  Our cancellation policy is outlined in our booking conditions which are signed upon enrollment and are applied equally to all of our customers. Our cancellation fees reflect many factors, including allowing EF Explore America to partially cover costs related to certain non-refundable payments to suppliers which are booked months, if not years in advance. It also takes into account the cost of the services for your tour that begin before you even sign up. The effort of your groups Tour Consultant, the fees for things that keep your account active such as the technology for the online account, the billing system, the payment processors, the staff on call to help answer questions from parents, the teams that work to find the best itinerary components for your group, the on tour emergency teams etc.
  We understand you have an insurance policy through our insurance provider. All claims are processed through them directly and EF does not review the documents you mentioned or determine claim eligibility. You can review your insurance benefits of follow up with the provider directly here: ******************************************************************************************