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

  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

  
• 

  EF Educational Tours

  1221 S Congress Ave Apt 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: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 booked a group tour with EF Ultimate Break for myself and my partner. When my partner, who serves in the military, was told they were going to have training, I contacted EF to update our plans. Despite having travel insurance, he was denied a refund for the amount he paid, which is both disappointing and disrespectful to those who serve.After his cancellation, I reached out to EF to understand the rooming arrangement for myself. I was told, both over the phone and via chat, that I would be placed in a single room since everything was already booked in *****. However, upon arrival, I was placed in a shared room while other travelers in the exact same situation (partner cancellations or no single room purchase) were given single rooms at no additional cost. The handling of this was clearly inconsistent and unfair. My friends whom I invited on the trip also got very kind customer service and I got a door in the face.When I raised concerns, the responses I received were dismissive, condescending, and lacked any real accountability. The tone of communication was rude and robotic, often feeling like overseas-scripted replies that made no effort to engage with the actual situation or show basic empathy. When I pushed for clarification, I was passed between representatives (*****, ****, **** B) none of whom took responsibility, and the messaging remained inconsistent.Additionally, EFs prior history with my family includes another serious issue - my mother was placed in a shared room with two other travelers while all of them had COVID, which demonstrates a broader pattern of poor planning and disregard for customer wellbeing.EFs response to all of this has been policy focused while ignoring the poor communication to customers. If EF staff are giving out incorrect or misleading information, that is not the customers fault its a ************************** in internal communication and training. Screenshot attached of another traveler being told they would have a single room.

  

  Business Response

  Date: 06/03/2025

  We're really sorry to hear about your experience on tour. Having reviewed this case, we did communicate that a single room would not be guaranteed once your travel companion cancelled. We do our best to rotate open singles through out the tour but this cannot always be guaranteed depending on the availability on each tour. We attempted to reach out and discuss this issue further and did not receive a response. We will continue to be open and available, should you wish to discuss your issue further with a member of our management team. Regarding your mother's experience, we are also sorry that she dealt with that on a prior tour. That experience, however, was not with EF Ultimate Break, as our trips are designed for ***** year olds. We are committed to making your experience better in the future and will be open to connecting should you wish to.

  Customer Answer

  Date: 06/03/2025

  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. 

  My response remains unresolved, and the business has failed to adequately address my concerns.
  
  I have provided a screenshot clearly showing that, at minimum, both I and another traveler in the same situation were told we would receive single rooms. That alone contradicts EFs claim that no such communication existed. If more than one customer is given incorrect information, that is not a customer misunderstanding, it is a failure of internal communication and accountability. Referencing records while ignoring direct evidence is unacceptable.
  
  
  
  Ive communicated with multiple EF representatives, yet nothing has been resolved. Ive been brought in circles repeatedly, receiving conflicting, dismissive, and impersonal responses that lack even the most basic level of customer care. This continues to be the case now.
  
  
  
  In addition, my fianc, who had to cancel due to military obligations, was denied any refund, despite having travel insurance and providing documentation. That part of the complaint has not been addressed at all.
  
  
  
  EF as a company (regardless of whether its Ultimate Break or Go Ahead) has shown a lack of transparency, health safety, and respect for its paying customers. Ive previously had a negative experience with EF, and this only reinforces a troubling pattern. My friend on the same trip received fair compensation for a similar issue. I, however, have received nothing, despite having previously recommended EF to others and bringing business to the company.
  
  
  
  This entire experience, from the inconsistent information, to the poor handling of rooming, to the blatant disregard for a customer with military related concerns, has been extremely frustrating and unprofessional. I am respectfully requesting that this complaint be reviewed again with actual accountability and a resolution. I will continue to pursue further actions through all available channels if necessary.
  
  
  Thank you,
  **** *****
  

  
  

  

  Business Response

  Date: 06/06/2025

  Hi Lily,

  I'm sorry that you are still dissatisfied with our response. I know you were able to connect with a colleague of mine to talk through your experience and get some further context from us. I understand that your feelings have not changed regarding this matter, which we respect. If you are ever in a position to want to travel with us in the future, you will always have a place with us. I also understand that your partner will be going through the insurance process to address those concerns he had.

  If you have any further questions, please don't hesitate to contact us.

  Customer Answer

  Date: 06/09/2025

  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. 

  [While I acknowledge your response, I want to be clear that restating the same points without offering any accountability or meaningful resolution does not address the actual issue. During every conversation with your team, I felt dismissed and passed off rather than genuinely supported.
  
  
  This was never just about rooming logistics. Its about the inconsistent information I was given, the unfair way my situation was handled compared to others on the same tour, and the repeated lack of ownership from your staff. The customer service *** received throughout this process has been disappointing at best.
  
  
  Saying Ill always have a place with EF while ignoring the root of the complaint feels disingenuous. There has still been no acknowledgment of the inconsistency or poor communication that led to this situation, nor any attempt to make things right.
  
  
  As I mentioned in my prior conversation with your colleague, I will continue to share and escalate this experience through all appropriate channels to ensure it leaves a clear impression both internally at EF and externally with future travelers.
  
  
  Lily]
  
  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,

  Lily

   

   

• Initial Complaint

  Date:05/20/2025

  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.

  My daughter was scheduled with school to attend a trip going to *******, ******, and the Alps June 4th - 14th. She was deemed a Missing Person Runaway Juvenile 5/12. I called and cancelled the trip. I asked for a credit for another trip or funds back. I was informed I had file a claim. I did so which and I submitted the paperwork from the sheriff. I was informed that my situation does not qualify. Some of their reasonings doesnt seem adequate to be able to be qualified. I didnt ask for my child to up and do what she did.

  

  Business Response

  Date: 05/28/2025

  Thank you for reaching out. We are very sorry to hear of your situation. Our Standard Cancellation Policy can be found in our Booking Conditions that were signed upon enrollment. I have included them below, too. Since the account was cancelled 23 days prior to departure there is no refund available. Our standard cancellation policy applies to all travelers cancelling from their tour. 

  EFs Standard Cancellation Policy
  150 days or more prior to departure: Full refund less the $95 non-refundable
  enrollment fee, all Non-Refundable Fees, and a $300 cancellation fee.
  149 to 110 days prior to departure: Full refund less the $95 non-refundable
  enrollment fee, all Non-Refundable Fees, and a $500 cancellation fee.
  109 to 45 days prior to departure: Full refund less the $95 non-refundable
  enrollment fee, all Non-Refundable Fees, and 50% of the program price.
  44 days or less prior to departure: No refund will be issued.

  Customer Answer

  Date: 05/28/2025

  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 had asked the representative before asking about a refund if a voucher could be given or something.  I was told to file a claim. I did not ask for my child to be a missing person juvenile runaway. I would not be pressing this hard to have some sort of compensation. I wouldnt care if it was for a different reason id accept it all. If a voucher to be used on a different trip some sort of effort on the other party instead of nope nothing we can do would be nice. 
  
  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: 06/02/2025

  Thank you for reaching out. Our cancellation policy directly matches the actual booking process. 44 days or less prior to departure, all reservations are confirmed in the traveler's name. Since the tour was cancelled at 23 days prior to departure, ** cannot recoup any funds from airlines and suppliers. We are sorry to hear of your situation, however a refund is not due.

  Customer Answer

  Date: 06/03/2025

  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. 

  For the 4th time now. I have brought up a voucher in which this is not a refund but a way to be able to use your services and to be able to use the funds I have fully paid for. I can fully comprehend theres no refund but can there be a voucher to be able to use on a different experience.  
  
  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:05/16/2025

  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 purchased a tour through my daughter's school to **********. I got laid off and missed 2 of the monthly payments. I notified the tour company and informed them of my situation. They were kind and told me i had to make final monthly payments of $760. I agreed and made the payments as scheduled. I was informed 2 days ago i had to pay an additional $1500 within 2days which i couldn't do due to purchasing a home. If they would've called me a month ago i could've came up with the money. I checked my payments on my bank statements and my balance was paid and i offered to email them the proof. They said i was wrong that they showed i owe $1500 and if oli don't pay it within the 2 days my daughter couldn't go. I cancelled the trip at that time and was informed they are keeping all of the money i paid. Their representatives kept hanging up on me and wouldn't let me show them my payments and they now are keeping my money. What a scam of a company

  

  Business Response

  Date: 06/02/2025

  Thank you for reaching out. We're sorry to hear that your student will not be traveling with us. The account was at risk of cancellation after the two declined automatic payments in April & May. Because of these unsuccessful payments, the account was at risk of cancellation as there was still a large balance due and the account defaulted to the manual payment plan. Invoices were sent to the email on file that provided balance information. Should your reason for cancellation be covered by the Global Travel Protection you can file a claim to recoup the cancellation fees assessed per our Standard Cancellation Policy. You can find this information in our Booking Conditions at ***************************************************************.

• Initial Complaint

  Date:05/15/2025

  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.

  Following the unexpected passing of my father, I contacted EF Tours to cancel our reservations. Per the terms of our contract, we were still within the eligible cancellation window. During that initial call, I was told we qualified for a refund and that it would be processed within 4 to 6 weeks.However, after waiting 6 weeks and receiving no update, I called backonly to be told that no cancellation had been processed. Worse, I was informed that the cancellation window had since closed and that no refund could be issued. This is unacceptable. I acted in good faith based on the information provided by your representative, and any failure to process the cancellation internally should not result in financial loss on our ******* an effort to find a compromise, I asked that the reservation be transferred to my son, while I remained behind to care for my mother in the wake of my father's death. Unfortunately, the second representative I spoke with was dismissive and unprofessionalconstantly interrupting me and focusing on payment options I had explicitly said I was not interested in.This week, I was further shocked to see a charge for a "declined automatic payment" on both my account and my son's. I never authorized any automatic payments, nor did I provide a card for that purpose. The card charged was inactive, which raises further questions about how that information was used.When I contacted your team again, I spoke with a representative named *****, who was not only unhelpful but outright hostile. She refused to assist me or escalate the matter, and ultimately ended the call after stating that our trips would be canceled and we would receive no refund whatsoever. This level of customer service is beyond unacceptable.

  Customer Answer

  Date: 05/26/2025

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

  

  Business Response

  Date: 05/28/2025

  Thank you for reaching out and for sharing your experience with Traveler Support. Our cancellation policy can be found in our Booking Conditions, signed upon enrollment, at ***************************************************************. All cancellations must be process through our Traveler Support Team at ************. Currently, your account, ******* is set up on the automatic payment plan and ******* is on the manual payment plan (past due). Both of your accounts are covered by the Global Travel Protection Plan which has pre-tour cancellation benefits. Should your reason for cancellation be covered under the policy, you can file a claim and recoup the cancellation fees withheld. Please give us a call to discuss your options. Should you still want to travel, we can work with you on a payment plan. 

  Customer Answer

  Date: 05/29/2025

  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,

  *****

   

   

• Initial Complaint

  Date:05/15/2025

  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.

  My child was scheduled to go on a trip organized by this company, and I cannot express how disappointing the entire experience has been. Not only was the trip overpriced for what it offered, but the policies in place are rigid, confusing, and clearly designed to trap families into losing money.Due to unforeseen personal circumstances, my child was no longer able to attend. Wanting to avoid losing the full payment, I reached out to see if we could transfer the trip to another student who was willing and able to go in my childs place. When I first contacted the company, I was told the process would involve me calling to cancel, and then the new students parent would need to call in separately to register and pay a transfer fee.I already found the $300 fee outrageous, considering this was a domestic trip with no airfare involvedjust a train ride and shared hotel accommodations (four students per room). Even so, I was willing to move forward. But after waiting on hold for over 35 minutes, I was told the exact opposite process: the new parent had to sign up first, and then I would need to call to cancel. On top of that, I was told the transfer cost would now be somewhere between $300 to $600, depending on the *** or the day, apparently.The trip itself cost nearly $1,200, and most of the tours in **************** (the destination) are free! This organization is clearly more interested in profiting off families than offering an affordable, educational experience. The student who wouldve taken my childs place hadnt signed up initially due to the high costyet even trying to transfer them in would have required paying almost half the trip cost again, just in ******* add insult to injury, the customer service was appalling. When I started to question the fairness and logic behind their policy, the ***resentative hung up on me.Their practices are predatory, their pricing exploitative, and their attitude toward families and education shameful. Stay away

  

  Business Response

  Date: 05/28/2025

  Thank you for reaching out and I apologize for the delay. After reviewing your account I see you have been working with a Traveler Support Specialist. If you have any additional questions, you can reach Explore America at **************.
  
  
  
  

• Initial Complaint

  Date:05/08/2025

  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.

  Was advised I would not be issued a refund even before the time 45 day cut off. I am now an unemployed single parent and need them to honor the refund.

  

  Business Response

  Date: 05/09/2025

  Thank you for reaching out. We're sorry to hear you're looking to cancel. After enrolling on a tour, there are always cancellation fees associated with cancelling your tour. The cancellation fee depends on the date prior to departure. You can find our Cancellation Policy in our Booking Conditions, signed upon enrollment, at ***************************************************************. I have also included our Standard Cancellation Policy below.

  EFs Standard Cancellation Policy
  150 days or more prior to departure: Full refund less the $95 non-refundable
  enrollment fee, all Non-Refundable Fees, and a $300 cancellation fee.
  149 to 110 days prior to departure: Full refund less the $95 non-refundable
  enrollment fee, all Non-Refundable Fees, and a $500 cancellation fee.
  109 to 45 days prior to departure: Full refund less the $95 non-refundable
  enrollment fee, all Non-Refundable Fees, and 50% of the program price.
  44 days or less prior to departure: No refund will be issued.

  Please let us know if you have any questions by calling Traveler Support at ************.

• Initial Complaint

  Date:05/07/2025

  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 am filing a formal complaint against EF Educational Tours concerning the Japan trip scheduled for June 215, 2025. I seek a full refund of $5,605 due to misrepresentation of terms, post-contractual changes, privacy violations, and conflict of interest ethics involving public school staff. At the time of booking, the trip was presented as all-inclusive. However, after payment, additional clauses were introduced, stating participants could be removed at the discretion of the trip leader based on behavior standards not previously disclosed. These post-contractual additions altered the original agreement without proper notification or consent, constituting a misrepresentation of the trip's terms. It came to our attention the employed teachers, acting as agents for EF Tours, are authorized to access confidential student discipline records to make determinations about trip participation. This access was granted outside state and federal law, violating the Family Educational Rights and Privacy Act (FERPA), Ohio SB29, and district policies regarding student records. Furthermore, a teacher used her personal cell phone to photograph student passports, including my family's, without consent, breaching district policies on the use of PCDs and data security. The public school employees received compensation and rewards from EF Tours, creating a conflict of interest per Ohio Ethics Law which prohibits public employees from soliciting or accepting anything of value that could have a substantial and improper influence upon them in their public duties. The teacher's dual role as a public employee and a compensated sales agent for a private company raises serious ethical concerns. Due to the misrepresentation of the trip's terms, unauthorized access to confidential information, and COI Ethics violations, I am requesting a full refund of $5,605. EF Tours' actions have compromised the integrity of the trip and violated the trust placed in them and the district by paying families.

  

  Business Response

  Date: 05/08/2025

  Thank you for reaching out. After reviewing your account, I see you are communicating directly with an EF contact. I have provided the Booking Conditions, signed upon enrollment here: ***************************************************************. Here you can also find the Release and Agreement. Should you choose to cancel, our standard cancellation terms apply. Additionally, the Group Leader has the right to cancel a traveler's enrollment at any time, and Standard Cancellation Policy will apply. 

  Customer Answer

  Date: 05/08/2025

  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,

  *******

   

   

• Initial Complaint

  Date:05/07/2025

  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.

  My family enrolled in a EF Educational Tours ***** trip for June 2025, marketed and sold through ******************************** (****). The trip was presented as a limited enrollment group of 15 with a cut off date of 4/23/23. I paid $21, 600 for myself and three sons, trusting the services would be as advertised. It was revealed at the first meeting 85 travelers were confirmed and the enrollment was still open, not the 15 we were told before agreeing to their terms. Post-payment of ***'s "Booking Conditions", the "group leader" introduced additional contracts and terms, some authorizing her to use confidential, protected student records as grounds for removal from the trip in which EF Tours retains all funds. These clauses were not disclosed during enrollment, constituting deceptive post-contractual modifications. The **** teacher, while acting in her official capacity, used district resources to promote EF Tours, receiving personal benefits such as free travel and commissions. This misuse of public school resources and conflict of interest is addressed by the ********************** and the district's Board of Education, yet the multi-level marketing sales practices continue. We asked for a refund in November 2024 when the new information and travel numbers were disclosed and were told we'd be held to the $3000 cancellation fee for our family and decided to stay. On 4/9/25 a **** teacher chaperone photographed our family's passports on her cell phone without our consent- a direct violation of FERPA, Ohio SB29, and district policy on student data privacy and PCDs. We do not feel safe or comfortable traveling with this group given the disregard for law and policy. We seek a full refund of all monies paid due to post-contractual clauses and nondisclosure of all pertinent information at the time of signing, along with privacy violations of our confidential data. We ask the BBB to investigate EF Tours for their deceptive sales practices and misuse of public resources.

  

  Business Response

  Date: 05/08/2025

  Thank you for reaching out. After reviewing your account, I see you are communicating directly with an EF contact. I have provided the Booking Conditions, signed upon enrollment here: ***************************************************************. Here you can also find the Release and Agreement. Should you choose to cancel, our standard cancellation terms apply. Additionally, the Group Leader has the right to cancel a traveler's enrollment at any time, and Standard Cancellation Policy will apply. 

  Customer Answer

  Date: 05/08/2025

  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. 

  EF Tours did not address any issues from our complaint. They gave their only response to date, that we signed their Booking Conditions. Our complaint addresses federal and state violations of student records privacy laws, **** Conflict of Interest laws, the Consumer Sales Practices Act, and breaches of Board of Education policy in the working relationship with ************************. These supersede the Booking Conditions for a refund. We seek restitution based on not feeling safe traveling with a group that disregards the law.
  
  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,

  Tera

   

   

  

  Business Response

  Date: 05/12/2025

  Thank you for reaching out. Your EF contact can best address your concerns. Standard Cancellation Policy applies. 

  Customer Answer

  Date: 05/13/2025

  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. 

  EF Tours response does not address any of the violations of the Consumer Sales Practices Act, the ********************** Conflict of Interest for Education law, or student data privacy laws per FERPA or Ohio Senate Bill 29, nor the multiple breaches in ******************************** BOE policy. Based on these violations of law and policy, we feel an exception to their "Booking Conditions" is warranted.
  
  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,

  Tera

   

   

• Initial Complaint

  Date:04/23/2025

  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 child was scheduled to go on a European trip with EF Tours. After the teacher and EF Tours were found questioned about some of their shady practices (requiring more money per student that what was listed, disturbing fundraising shock videos involving phallic objects) my sons trip was immediately cancelled.I was told that I would get getting a full refund right away, however today I was contacted again by EF Tours and told it would be 4-6 weeks, even though the refund had already been submitted and approved. As we have already found an alternative ************ we would like to move forward with getting my son into that one so we can have same timeline as we planned around these dates. Basically we just want to reimbursed asap instead of a vague waiting time when we were told that it would be taken care of immediately.

  

  Business Response

  Date: 04/25/2025

  Thank you for reaching out. We're sorry to hear that your student will no longer be traveling with EF. The account has been cancelled and the refund is in process. Our standard refund timeline is 3-5 weeks from the time of request. Your refund was requested 1 week ago, so you can expect your refund within the next 2-4 weeks. We will first try to electronically refund the payment method on file. Should that be unsuccessful we will send you a check to the address on file in the traveler's name. You can find our standard refund timeline in our Booking Conditions at ***************************************************************.

  Customer Answer

  Date: 04/25/2025

  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 reject this reply. I did not cancel the trip, the teacher reached out to the company and decided to cancel my son's trip after I inquired about the demand for additional money to be paid. Falsely telling people that tour guides we're paid $2 an hour and it was up to our children to supply more money to pay the tour guides to be able to take our children on this trip we were already paying for.
  
  
  If I can cancelled the trip I would be fine with the delay, however I did not. And was told that I would be getting my refund immediately as we are putting those funds towards a different trip with a more upfront company.

   

  ******

   

   

  

  Business Response

  Date: 05/02/2025

  Thank you for reaching out. Your refund is scheduled to be processed next week. Should you be eligible for an electronic refund you will receive an email on Monday confirming the payment method. If no action is taken, the refund will go back to the card we have on file. You can also opt for a check refund through that email communication. Please be on the look out for your refund next week.

  Customer Answer

  Date: 05/05/2025

  [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:04/23/2025

  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.

  I signed up for an EF Tours, and requested a different departure city from the rest of the tour. Tour is scheduled to leave on 6/24/2025 and return on 7/1/2025. I have received no notification regarding this request until today when I was sent my flights, with a return of 7/2/2025. I have requested the additional day off from work and it has been denied. When I called to cancel, they said they could only issue a partial refund because I waited so late to call. I called within two hours of receiving the flight information. I would like a full refund, as I am not going to lose my job over their inability to release that arriving home on 7/1 is not the same as arriving home on 7/2

  

  Business Response

  Date: 04/25/2025

  Thank you for reaching out. Due to flight availability, flight routes, and your Special Travel Request of a domestic gateway change to a smaller airport, we were able to accommodate your request of departing from and returning to *******, ** while experiencing the entire tour. This did result in arriving home one day after tour. We understand you called within two hours of the flights being released, however the flights have been ticketed and confirmed, and we did accommodate your request. Should you need to cancel, you can find our standard cancellation policy below, which was agreed to upon enrolling on the tour. We hope you are able still able to travel with us to *******

   

  EFs Standard Cancellation Policy
  150 days or more prior to departure: Full refund less the $95 non-refundable
  enrollment fee, all Non-Refundable Fees, and a $300 cancellation fee.
  149 to 110 days prior to departure: Full refund less the $95 non-refundable
  enrollment fee, all Non-Refundable Fees, and a $500 cancellation fee.
  109 to 45 days prior to departure: Full refund less the $95 non-refundable
  enrollment fee, all Non-Refundable Fees, and 50% of the program price.
  44 days or less prior to departure: No refund will be issued.

  Customer Answer

  Date: 04/25/2025

  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 understand the standard cancellation policy, but I did purchase trip insurance, and since they didn't give me the opportunity to cancel 150 days or more prior, despite my special request being made well in advance of that time frame I feel it shouldn't apply.  Please note when I requested the different departure/arrival airport I received no response from EF Tours until they provided my flights.  I was told when I called to discuss issue that is "standard" in the travel industry to be provided a departure date, but arrival not being until the next day.  I was also told that "no news is good news" when making special requests, when I asked why I wasn't kept informed or asked about being required to take an extra day off work before they purchased a plane ticket with an incorrect arrival home date.  The representative also told me "I could find my own way home from *****" if I had a problem with them getting me home a day late.  If EF Tours is refusing to provide travel plans to purchasers of the ************** until AFTER the deadlines have passed, it is just a scam and a money grab. I did find flights to and from ******* to *********** with one stop in ******* for about $600.  It took a 3 second search on Delta, so I don't think their statement about it being difficult to find flights to be truthful. 

   

  
  
  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: 05/02/2025

  Thank you for reaching out. Based on our interpretation of the policy, the Global Travel Protection does not cover this cancellation reason, should you move forward with cancelling and filing a claim due to this reason. As shared previously, due to flight availability, flight routes, and your Special Travel Request of a domestic gateway change to a smaller airport, we were able to accommodate your request of departing from and returning to *******, ** ensuring you don't miss any of the tour experience. I understand you may have found other flight options, however we have specific group contracts with airlines, so what you may see online, we cannot book. You can potentially work with the airline directly upon checking in to see if you can change your return flight. You will be able to view your full flight itinerary at 21 days prior to departure on your online EF secure site. If you have any other questions, you can contact Traveler Support at ************.

  Customer Answer

  Date: 05/05/2025

  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 not informed by EF Tours if my special travel request was accepted or not, I was informed on my phone call to the Traveler Support personnel that "no news is good news".  I was not informed that EF Tours purchased a flight that required an extra vacation day from work.  I was not given the option by EF Tours to opt to miss an activity in order to get home on the day I was scheduled to get home.  EF Tours made this decision without my input, and they informed me of it in a way that ensured I could not get a full refund.  

  
  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,

  ******