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:04/21/2025

  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.

  Booked a group trip with this company, went on the trip last week, first day the hotel we stayed had had no hot water. The trips did not line up with the itinerary that was provided. We spent most of the time on a bus where the bathroom did not work it smelled of sewage and the driver nor tour director cared as it was discussed. We were supposed to have 4 hours in a castle and just barely had one. The dinner services included were horrible and just pasta. We spent more time on the bus then following the guided tour. We didnt make it to ***** which was on the orginial plan, and the cost was not adjusted when that was removed. Later learned this company did not reply to our head leader and went silent. We had to carry our items around with us due to bus issues around areas which was crazy. We didnt get what we paid for in this tour. The hotel we stayed at for three days had toilets that didnt flush and maintenance came twice to my room, and it was old and nasty and it states we should be in state of the art hotels the best. This was not the experience the flyer nor what ef tours tells you. The ghost walk was done in daylight and all we did was walk in a circle and spent only 10 mins in a graveyard. It was horrible. The royal mile we walked it to walk down to walk back up to walk down. This company took high school kids for their money and did not provide what the flyer stated we are owed a refund. I paid ***** for myself and over ***** for (two students) I did not get anywhere near this in the events. We did not see the museums on the second day he took us the first day after we landed. The bus was not even there when we landed. We did not get the Ef tour bus that we saw , we had a rented bus. We didnt know anywhere for dinner and had pasta most nights. Did not get the experience of the local country. Ef tour managers have been ignoring calls.

  Customer Answer

  Date: 05/01/2025

  I have not heard from the business in response to my complaint. We tried to talk with ***** the manager and **** the planner and this is why the trip was poorly planned because they just take your money and ignore the contractual part of what you are promised and should get. 

  

  Business Response

  Date: 05/02/2025

  Hi there, thank you for traveling with us, and for reaching out regarding your on tour experience. I'm sorry the tour did not meet your expectations. Our student tours are very fast paced and some include a lot of bus time due to the many sights and cities on the itinerary. This tour met our hotel and meal standards. Please include this feedback in your EF Traveler App so this information is sent to the correct teams. 

  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. 

  [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:04/20/2025

  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 cancelled my trip with EF Educational Tours on 1/3/2025. I was supposed to receive a refund of $1757 after the deduction of the cancellation fee and the global protection fee. The refund was supposed to be processed in 6-8 weeks and I have still not received my refund check, nor has my refund been processed. It has been over a month and a half past the original 8 week date.

  

  Business Response

  Date: 04/22/2025

  Thank you for reaching out. We are so sorry for the delay. Looks like your cancellation was finalized, but the refund was not requested correctly. We would be happy to expedite your refund. Please give us a call at ************** to confirm payment method details. Again, we are sorry for the inconvenience. 

• Initial Complaint

  Date:04/17/2025

  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 have experienced a hardship and can no longer afford to send my daughter on the trip. They claim to have resources to help. But I didn't get any help just a if you don't pay you will get about ***** back. I really need my refund and I know it can be done as it has been done for others.

  

  Business Response

  Date: 04/22/2025

  Hi there, thank you for reaching out. We're sorry to hear you're looking to cancel your student's tour. Our cancellation policy can be found below, and was agreed to upon enrolling your daughter back in November of 2023. There are always cancellation fees withheld, however they do increase the closer you get to departure. At this time we are 49 days prior to departure. The amount paid in is less than the cancellation fee at this time, however we do not bill for the difference. At this time, there is no refund available. Should you still want to stay enrolled, we can work with you on a customized payment plan, share your daughter's donation page, however the balance must be paid before departure. 

  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: 04/22/2025

  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 told I would have the option of a refund due to a hardship and I wasn't given that option.  Nor was I given the option to have it moved to a different trip at a later time. The cancelation process was never addressed when they went over that during the school presentation. 

   

  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,

  Lacey

   

   

  

  Business Response

  Date: 05/02/2025

  Thank you for reaching out. I have shared our Booking Conditions here: ***************************************************************. The Booking Conditions were signed upon enrollment. Your student's account has the Global Travel Protection Plus Plan which is a non-refundable 'cancel for any reason' insurance plan. Upon cancellation, the fees withheld are Global Travel Protection Plus Plan ($540), the non refundable enrollment fee of $95, and any other non-refundable fees - your account has $200 in non-refundable decline charges. At this time the amount paid in is less than the cancellation fee and non refundable fees, so there is no refund due. If you have any other questions, please call Traveler Support at ************.

  Customer Answer

  Date: 05/06/2025

  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 will contact the news on this. You all have been a low budget fraudulent company praying on school kids. I had no idea about any decline charges. You seem to add things on to hinder the consumer. I had asked for a refund months ago but was only given one payment back instead of my full refund. I will continue to fight for my daughter as you all gave her no options. Not even to switch to a different trip. 
  
  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,

  Lacey

   

   

• Initial Complaint

  Date:04/15/2025

  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.

  I enrolled in a trip with ************ First and began making payments on a monthly plan starting in 2022. I later paid additional fees to reschedule the trip dates. Unfortunately, I was unable to attend on the new dates and attempted to cancel prior to the final payment deadline.EFs cancellation process is unnecessarily restrictive they do not allow cancellations through their online portal or email, and instead require customers to call their customer service line. I made multiple attempts to call, including before the final payment due date (which fell on a weekend when EF was unavailable). On other attempts, I waited on hold, was told I was next in line, and then the system would state that no agents were available before disconnecting. These technical and operational issues made it impossible to reach anyone and follow their cancellation policy.Eventually, ** sent an email notifying me that I had been removed from the tour which is what I had been trying to accomplish but they gave no notice that my account had been closed, that my payment history had been removed from the portal, or that none of my funds would be refunded. I was not given any chance to follow up, respond, or resolve the matter after the cancellation notice.This lack of transparency and access to support made it impossible to cancel properly or secure a refund. I believe *** handling of this situation is both unfair and deceptive. I am requesting a full refund of all payments made, including any additional fees paid to reschedule the trip. I am seeking a 100% reimbursement with no funds withheld.

  

  Business Response

  Date: 04/16/2025

  Hi ******* -- I'm so sorry to hear that your experience with Ultimate Break was not to your liking. I can see from our records that we had contacted you multiple times regarding final payment due on your account as well as messaging about how to rebook your tour. I will ask one of our Team Leads to reach out to you directly to discuss this matter with you over the phone and clear up any confusion. If you have any further questions please give us a call -- we're open Monday - Thursday 9am - 7pm EST and Friday 9am - 5:30pm EST. **************

  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. 

  Good afternoon,

  I had a call scheduled with a supervisor just now. **** was professional and the call was polite. 

  Request being worked on for a full transaction list for all fees paid and information for payment methods - **** let me know this would be done this afternoon.

  They offered to absorb most of the costs to rebook but I am now seeking a full refund. I did note that this would have been a good approach initially but given the issues, stress, complications, stonewalling on my requests for this etc: this is now not what I am seeking.

  **** let us know there are some grey areas in their customer support for situations and every situation should be considered given individual factors. We appreciated that response but are not looking to rebook any trip or use any funds already paid out to apply to credit for a new trip.

  Requiring a full refund of all fees paid.

  Please note that while **** was pleasant to talk to - it took outside agencies to mediate for this to even be an option

   

  Call Notes:

  Call scheduled for 1:15 pm CT 4-25-25 with supervisor after they reached out via email 
  
  **** ********
  
  Requesting all invoicing with transaction dates and what form of payment they came from.
  
  will not do a full refund - now offering a trip when not before - 
  
  working on policy to not stonewall as far as not working with us and apologized for that lack 
  
  ************ 
  
  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: 05/01/2025

  Thank you for your response. I'm glad you and **** were able to connect. 

• Initial Complaint

  Date:04/12/2025

  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 a tour rather late and it was a bit late when I found out I had to email the company and submit a form to change the departing/arriving city. The deadline was on 02/17 - however when I realized I immediately contacted the company on 02/21 to submit the form. I spoke with **** ***** ********* and he said he would try his best to get it accepted. Fantastic. On the form I marked, I would like my departing airport to be LAX and I would like to arrive back at ***, because I live in ***********. Makes sense right? Well on 02/25, ***** called me say it was denied because it's two different airports and it has to be the same. Not sure - how that was misread but I clarified it to him it would only be to and from LAX. He apologized and said he misread the form and thanked me for clarifying. He then stated it would take two weeks for them to review it. Okay great. 2 weeks passed and no one called. So I sent a chat to customer service and the *** stated it was denied on 02/25 and that a call was made to me but I didn't answer? Like what are you even talking about right now? I have a call log that I spoke with ***** that day. So I was confused what she was talking about. I let her know and she just brushed me off and told me the *** would need to speak with me. Sure enough a few hours later he sent an email. The email stating it was denied "due to the high volume and lack of availability, they are only able to look into late requests for medical reasons and or extreme situations". Got ***** what qualifies as that? Silence. I've sent multiple emails and I am just ignored by *****. I sent a request through the EF customer service chat asking for more information and nothing, NADA. like I don't get it? Why is this company so secretive.They feel like a money grab.I truly do not recommend this company at all. Like I live in *********** which is why I need LAX to be my airport and not ********. I'm asthmatic and too much flying affects me negatively. Like HELP. please.

  Customer Answer

  Date: 04/22/2025

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

  

  Business Response

  Date: 05/02/2025

  Thank you for reaching out. I apologize for any confusion. The deadline to submit a Special Travel Request is 110 days prior to departure. I understand that you enrolled several days prior to that deadline and called us a few days after the deadline. Our Traveler Support Specialist looked into your request, as an exception, and our Travel team was unable to accommodate the late request. You can find details of Special Travel Requests in our Booking Conditions at ***************************************************************. I have waived your decline charges on your account, so your balance has decreased by $100. Again, I apologize for back and forth and we hope you have a wonderful tour.

  Customer Answer

  Date: 05/12/2025

  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. 

  [Their policies nor their employees provide guidance on what qualifies as possible exemptions for a change to the flight - only a couple of days after the deadline and even before the background check. Plus that showed me my flight wasnt booked yet so it was possible at the time]
  
  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: 05/28/2025

  We are sorry we were unable to accommodate your late Special Travel Request. We hope that you have a wonderful tour.

• Initial Complaint

  Date:04/11/2025

  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.

  Date of Transaction:February 17, 2025 (payment completed)Tour dates: March 2328, 2025 Amount Paid:$3,667 USD (including flights).I am requesting a refund of $2,389, the base cost of the tour (excluding flights).What the Business Committed to Provide:EF Ultimate Break marketed the Iceland Winter Escape as a 6-day curated group tour for young travelers, with cultural immersion, seamless logistics, premium accommodations, and a relaxing *********** spa day.Nature of the Dispute:Only 3 of 6 days included activities. Monday was a light walk and check-in; Friday was for departures. Major sites were rushed (3045 minutes), and signature Icelandic experiences were absent (no glacier hiking, folk culture, museums).Meals were minimal and repetitive (e.g., just soup and cauliflower). The *********** visit lasted 90 minutes and included only the lowest-tier access. Tipping was mentioned repeatedly by the Tour Director before, during, and after the trip, creating pressure.EF also created false urgency (2 spots left) but kept the trip open and later reduced the price.Attempts to Resolve:I initially requested a partial refund of $1,400$1,500. ** responded with $150 for meals and dismissed the core issues. Due to this inadequate and dismissive handling, I now believe I am entitled to a full refund of the base tour cost ($2,389 USD).Where/When the Advertising Was Seen:************************ and EF text messages (early 2025)Requested Resolution:A refund of $2,389 USD, reflecting the misrepresented tour, poor value delivered, and EFs mishandling of the case post-complaint.

  

  Business Response

  Date: 04/16/2025

  Thank you so much for taking the time to leave a review. I'm really sorry to hear that your trip with Ultimate Break didnt meet your expectations. We always aim to provide clear details about the itinerary both during booking and while you're on tour, but I understand that sometimes things just dont line up with what you were hoping for. I know this doesn't solve the meals that you had on the trip, but due to the lack of variety in the vegetarian options, we've offered a refund for the included meals portion of the trip. Wed love the chance to help you find a trip thats a better fit for your travel style in the future. Please feel free to call us directly and we start that process with you **************.

  Customer Answer

  Date: 04/16/2025

  I do not accept EF Ultimate Breaks response.

  
  Their reply is dismissive, generic, and fails to address the actual issues I raised. Out of the thirteen detailed concerns I submittedeach supported by documentationthey responded only to one: meal quality.

  
  This is not a complaint about food. It is a formal report of a misrepresented product, unethical practices, and a consistent failure to deliver what was promised and paid for.
  EF advertised this tour as a six-day immersive group experience. However, the trip ran from March 23 to March 28five calendar daysnot six. Of those, only March 25 to March 27 included full-day programming. March 23 consisted of arrivals and a welcome dinner. March 24 included only an orientation walk and was otherwise unstructured. March 28 was for departures only. I submitted *** official itinerary to confirm this. Selling a six-day experience and delivering only three days of meaningful activity is a clear case of misrepresentation.

  
  In addition:

  
  I submitted screenshots showing the Tour Director repeatedly soliciting ****** tips before, during, and after the trip. This was inappropriate and created a sense of pressure that should not exist in a professionally run group tour.

  
  I provided documented proof that EF used false urgency tactics to sell the tour. I was told via text that only 2 spots remained and paid $2,839. While on the trip, I discovered the same tour still openwith 2 spots leftnow priced at $2,400.

  
  Core Icelandic experiences such as glacier hiking, Silfra snorkeling, ****************, museums, and cultural engagements were entirely absent. None were included or even offered as optional add-ons.

  
  The tour group had nearly 40 participants, contradicting EFs promise of a small, curated, youth-focused experience. The group was overwhelming, impersonal, and poorly managed.

  
  The Blue Lagoon spa day was a 90-minute, basic ticket experience, not the wellness event advertised.

  
  The accommodations were basic, repetitive, and misrepresented as handpicked. Even toiletries were not provided.

  
  Our Tour Director encouraged participants to give her perfect 10/10 reviews in areas beyond her role, undermining the credibility of EFs public-facing ratings.

  
  Most importantly, I have been patient and fair throughout this process. I gave EF multiple opportunities to resolve this matter directly. I submitted a thorough complaint, provided clear evidence, and asked for a reasonable partial refund. ** chose to ignore nearly all of it.

  
  I am a full-time student and have had to take time away from my academic and personal responsibilities to chase accountability for a trip that did not deliver what I was sold. This process, including gathering documentation and escalating the matter to the BBB, has required effort that should never have been necessary had EF acted with integrity.

  
  Given EFs refusal to engage seriously with this complaint, the misrepresentation of the tour, the stress and inconvenience caused, and their failure to offer any meaningful resolution, I am now requesting a full refund of $2,839.

  
  EF has left me no choice but to escalate through every available channel to protect myself as a consumer. This issue remains fully unresolved.

  
  

  

  Business Response

  Date: 05/29/2025

  Hello,

  We have further addressed the dissatisfaction of the customer via a direct email and an offer to discuss via phone. The email refutes the inaccuracies described in the complaint and provides solutions for further action. 

  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. 

  I am submitting this rebuttal to formally document that ************************ failed to respond within the 30-day window as outlined by the BBB process. My formal rejection and comments were submitted on April 16, 2025. ** responded via personal email on May 29, ****** days later, and not through the BBB platform.I have confirmed directly with the BBB that it is inappropriate for a business to contact a consumer via personal email during an active BBB complaint. All correspondence should have occurred on this platform to ensure transparency and proper documentation. EFs off-platform communication is a clear attempt to circumvent neutral third-party oversight. Furthermore, I clearly stated in writing on April 5, 2025, via emailprior to filing the BBB complaint: "I prefer to keep all correspondence in writing for clarity and documentation purposes. This ensures transparency and allows both parties to accurately refer to the issues raised."

  Despite this, EF representatives have continued to disregard my explicit boundary, repeatedly pressuring me to speak over the phone. This is not a neutral offerit is a tactic to avoid written accountability. If EF had nothing to conceal, they would honor written communication instead of insisting on off-record conversations. Their repeated efforts to bypass documentation are unprofessional, disrespectful, and indicative of bad faith.
  Given EFs improper outreach, procedural delay, and deliberate efforts to undermine transparency, I respectfully request that this complaint be closed as Unresolved. I also request that *** conduct be formally reviewed for impact on their BBB rating and accreditation standing. Their handling of this complaint reflects a pattern of evasion rather than resolution.
  

  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,

  Karunya

   

   

  

  Business Response

  Date: 06/02/2025

  We're sorry to hear that our attempts at resolving this matter were not sufficient, but we remain committed to our decision based on the reasonings outlined in previous correspondences. All adequate context for the complaints submitted have been addressed with the individual.

• Initial Complaint

  Date:04/10/2025

  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.

  Incident: NYC Educational Tour Teacher: ***** ***** Incident built up into a emotional, mental, verbal, physical abuse causing my disabled daughter who was intrusted to ***** ***** and EF Tours to keep her safe on the New York tour to be admitted to the ***********************. ***** ***** started to verbally assault my daughter by the elevators at the *********** continued to follow my daughter when she was advised when in situations like that to separate from the incident and don't argue. Many times ***** ask ***** why? And ask her to stop but it made ***** even angrier. This incident made my daughter go into a panic attack and later on a FND attack.***** was screaming multiple times. You're f****** disgusting Your talking to old men If you were child my I would spank you, I'm going to make sure you're ********** never going on another f****** trip with you ever again.***** ***** from ******************* also physically try to take my daughter's phone after she tried calling for help and physically wouldn't let her move by pinning her into a corner while causing ***** to go into a panic attack. ***** then called me and I calmed her down through ******************* and ask her where EF tour guide was but she was unsure until she found him and that did no good because he was already siding with ***** and not wanting to provide any safety to the minor child. He told me he had advised ***** to not take her meds( I did advise him that she needed to take her meds due to her condition) and stay awake all night in the lobby with him threating her if she left he would call the police. The whole time he was watching ***** he was drinking alcoholic beverages. I immediately called the police for the safety of my daughter since nothing was being done. When the police showed up they took her to the hospitals ER and never called me. EF flew me up last minute which I had to find childcare for my son who is high level medical needs LGS diagnosed with Autism.

  

  Business Response

  Date: 04/14/2025

  Hello,
  
  Thank you for bringing your concerns to our attention. We are truly sorry to hear about your daughters experience during the recent tour and that you felt the conduct of the group leader negatively impacted her trip.Please know that the well-being and satisfaction of every traveler is extremely important to us.
  
  While EF, provides the travel logistics, accommodations, and overall tour experience, student well-being and behavior management are the responsibility of your tours Group Leader. Group leaders are typically educators or staff members chosen by the school, and while we work closely with them to facilitate the trip, they are not a member of our staff.
  
  That said, we take all feedback seriously and will follow up with the Group Leader to ensure they are aware of the concerns you've raised and ensure they are always meeting the requirements of the Group Leader role as outlined in our Group Leader Release and Agreement (attached).
  
  We understand your frustration and regret that the situation detracted from what should have been a memorable and positive journey. We understand youve spoken with our team previously but please dont hesitate to reach out directly if you would like to further discuss the details of your experience.

  Customer Answer

  Date: 04/14/2025

  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. 

  As a immune compromised system parent of disabled children with on a fixed income Iam now in debt due to EF Tours and ***** *****. I choose to go through the BBB with this complaint after I decided that a lawsuit would just be more trauma on my family. EF Tours failed at keeping my daughter safe, left her in the ** alone with no chaperone or teacher with a ********* mentally unstable patient  named **** coming in and out of ******* er room until the nurses told her to get back to her room and when my daughter was discharge she roamed the hospital after the *** episodes, scared and abandoned in ********. My daughter only ate that morning at the hospital er and didn't eat till I got to the hotel around 11pm. I didn't pay for my daughter to be traumatized, abused and also go into debt.  
  
  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: 04/17/2025

  Hello,
  Thank you for providing this additional context and feedback. Our investigation into the situation has been completed. It was noted that you and your daughter requested the Group Leader not accompany her to the hospital. At the time of the incident your daughter was 18 years old and therefore did not require supervision. 
  As previously discussed with our team, all travel costs associated with you travelling to assist ***** have been covered by EF and we have reimbursed you for all transportation and meal costs incurred on tour. 

  Customer Answer

  Date: 04/17/2025

  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. 

  It was requested that the ** tour not be anywhere near ***** due to safety concerns of his actions and behavior. ***** is a resident of ******** making her legally a minor till the age of 19. She and I was told multiple times that ** doesn't leave a student unattended at anytime especially in the ** and that they would find someone ASAP. They kept apologizing for their group leaders actions. That's why all conversations were recorded and sent through text. It's not disappointing that it has come to ** educational to try and find anyway of being ok with what happen. If this isn't rectified I will need to get an attorney so many others know of EF Tours.
  
  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:04/02/2025

  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.

  In Jan 2024, I (along with other parents) enrolled with EF Tours to chaperone a school trip to ******. I was told that the trip was from Jun 30, 2025 - July 8, 2025. We were told that the dates of the trip were a window, but in order to receive 100% we would have to cancel before 110 days prior to the trip departure date. There was no desire on my part to cancel the trip at the 110th day ***** On the 96th day before departure, EF Tours changed the trip date. When asked for a complete refund, I was told no, because I didnt cancel before the 110th day. I did not have knowledge of the change of dates prior to the announcement and would still go on the trip if it was leaving on 30 Jun. The travel group has yet to receive flight confirmation, hotel information, etc. but I was told that this information has already been established which is the reason the travelers cannot receive a full refund. I had no insight on why the dates were changed, when EF Tours notified us, nor was I sent any correspondence from EF Tours stating that trip was in jeopardy of being moved. All of the exacerbating circumstances are of EF Tours doing, not mine. I should not be out of $5000 because of EF Tours poor administration.

  

  Business Response

  Date: 04/08/2025

  Thank you for reaching out. As we are a group student travel company, we do require some flexibility in the date window as we consolidate groups traveling to the same destinations during the same date ranges. The dates of your tour can shift up to three days on either end. This is explained in our Booking Conditions, that were agreed to upon enrollment on 1/23/24. You can find our Booking Conditions at *************************************************************** which explains the date range flexibility as well as the cancellation terms. I have included these below as well: 

   

  GROUP TRAVEL
  How does group travel work?
  We believe that all students should have the opportunity to travel, which means we
  do everything we can to keep our program prices the lowest in the industry without
  sacrificing quality. One of the ways we do that is by combining groups to fill a tour bus
  so that all travelers help cover the costs of the bus, the Tour Director, local guides,
  etc. Consolidating groups also allows travelers to meet students from other schools,
  although groups may not be of the same age level.
  Therefore, in order for everyone to travel for the lowest price possible, group travel
  requires some flexibility. Each Group Leader submits their groups preferred tour
  choices and travel dates at the beginning of the planning process, and then we book
  the groups with the same requested tours on one specific departure date. Because
  ** is the largest student travel provider, its rare that groups do not travel on their
  first-choice tour. However, on occasion, we may need to book your group on the
  backup tour your Group Leader selected at the beginning of the planning process.
  In the event we cannot offer for booking a tour comparable to your first-choice tour
  or your backup tour, your Group Leader may select an alternative tour or elect for
  the entire group to receive a full refund. Once a program is booked, however, EFs
  Standard Cancellation Policy will apply. EF strives to keep departure dates within one
  day of the requested date for tours departing October through April and within three
  days of the requested date for tours departing May through September. Your final
  tour itinerary and travel dates will be confirmed approximately two months prior to
  departure. In enrolling on a group travel program, you are also making the decision to
  travel with your chosen Group Leader who retains the ability to change the requested
  tour itinerary or travel dates on your and your groups behalf.

  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: 04/13/2025

  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. 

  [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.]   
  
  Response: I thoroughly read EF Educational Tours policy prior to booking. The fact that the tour company can/did change the dates of the tour after the dates that would entitle the travel travel to full reimbursement WITHOUT PRIOR NOTIFICATION, is what is at issue. This change, made without our knowledge or consent, caused significant disruption. Many of us had already arranged travel logistics such as time off work, all based on the original itinerary. The most troubling aspect is that the company failed to offer any options for rescheduling, refund, or credit, despite being the sole coordinator of the excursion. To date, travelers have not been provide any information regarding flights, hotel, and specific excursions, making EF Educational Tours reasoning for not allowing for 100% refund or rescheduling in excusable. 
  Again, EF Educational Tours controls all aspects of the tour and booking process, travelers are left with no recourse and no flexibility, even when the change is entirely on the companys part. By not providing notification prior to the refund deadline and then denying us the ability to cancel or reschedule without financial loss the company is effectively stripping consumers of their rights and choices.
  
  
  
  Regards,

  *******

   

   

  

  Business Response

  Date: 04/14/2025

  Thank you for reaching out. The dates shifted by two days, which is what we agree to in our Booking Conditions. There is never a date, after enrollment, where a full refund is an option (except for our Risk Free Enrollment Program which is a full refund until 7 days after enrollment if the account is active on the Automatic Payment Plan or paid in full). Our cancellation policy matches the actual booking process. Travelers wishing to cancel are held to the standard cancellation policy whether the dates shift or not. 

  Customer Answer

  Date: 04/23/2025

  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.]
  
  Despite EF Tours recitation of their own policy, their business practices border on predatory. In a business relationship in which one party (EF Tours) is allowed to make changes unilaterally without giving the other party (the traveler) any type of consideration (reimbursement (whole, part, in kind) and is entitled to keep 100% of the cost due to its own administrative failings is unconscionable. The 300+ complaints to the BBB indicates that EF Tours has a problem that needs to be addressed. 
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:04/02/2025

  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.

  we paid in full for a high school trip with this company for 2 of our kids.The trip is set to start in 65 days and still we have no access to the details of the trip.Every time we try to contact the company we are given different information.We paid 9000 for 2 people and they are not even including checked bags for 10 day trip to ***************** they are forcing us to collect tip money( tipping is not expected in ******, I know because I am from there)****** is no longer guaranteed as part of the trip anymore.We were never told that our money would cover for 11 teachers to go for free( this teachers are all friends and they were picked by the group leader without our input.I asked to talk to supervisor and I was denied a supervisor.I requested a refund and I was offered only half!We never agreed to give this people a blank check. They are refusing to give us specific details about the trip and the few facts they are giving us are fragmented and contradictory.We no longer trust our kids with this company. We want a full refund

  

  Business Response

  Date: 04/02/2025

  Thank you for reaching out. As we are a student group travel company, we begin the booking process far in advance when students enroll on our tours. We secure group flight space, hotels, entrances, restaurants, buses, etc. Due to enrollment deadlines, and potential changes to the itinerary, the confirmed flight and hotel information is posted at 21 days prior to departure. For your students' tour specifically to *******, *****, & ***********, the dates of the tour are confirmed with departure date of 5/31 and return date of 6/9. Your Group Leader may receive the flight and hotel information sooner than 21 days prior to departure (usually around *****) and may share it with the group ahead of time in addition to a pre-departure meeting closer to departure. Final flight and hotel information is shared on your online EF account 3 weeks before departure as flight routes and airline changes can occur before the group is ticketed, although airline confirmation is completed much sooner than that. Tipping is customary on our tours for the full time Tour Director with the group from the time of arrival to the time of departure, the bus drivers, and local guides on tour. Tipping is generally not for meals, hotels, etc. We hope that your students stay enrolled and travel with us!

  Should you choose to cancel, standard cancellation policy will apply. You can find our cancellation policy in our Booking Conditions here: *********************************************************************;

  Customer Answer

  Date: 04/02/2025

  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. 

  Hi My name is ****** *****

  the following is my rebuttal to what the company sent me yesterday:

  
  

  EF, The following are things that I found out during my conversations with operators of the company and that I never agreed upon!

  1) checked bags are not included! That is not the norm for an international trip that cost 9000 for 2 people

  2) We still do not know the final itinerary and I need to know exactly where my kids are going to go since they are minors!!! A costly trip like this should have all the details ironed out and disclosed to the parents of minor children. The tour leader and the many operators I talked to are all saying different things. ***** , the tour manager for this particular trip even told me that he already knows the kids will not go to *******

  You guys will give the final details only 20 days prior to departing and that is way too late!! At that point people will be forced to go anyhow to a trip that is nothing like you guys portraid

  3) The price is extremely high for a trip that already seems poorly organized. I just found out after many phone calls with operators  that teachers are going for free with a supposed ratio of 6 to1.

  This trips have 55 kids, around 25 paying adults and 12 chaperons that are going for free. I NEVER  agree to 12 teachers to go for free on a trip where there are only 30 unaccompanied children. It looks like teachers are promoting your company with a promise of a free trip for them and their close friends.

  That is why the price for this trip is high!!! I am paying 4500 dollars a piece for my kids to have only a carry on, not knowing what their itinerary is so the teachers and their spouses can get a free anniversary trip.

  It is unethical for a teacher to promote a trip where they get a big perk for themselves and you are making us paying for the cost without disclosing it to us.

  I never agreed to pay for the group leader ( a teacher) , her husband and all their friends to go to a trip at my expense.  I do not even know if the teachers in questions have any experience of trips abroad. 

  4) I never agree with your ridiculos operations and condition. I never signed anything! When I asked to produce the paperwork I signed, I was presented with a screenshot with my son's name on it!  My son cannot consent to anything since he is a minor! The same thing goes for my daughter! I never signed anything and you cannot produce anything to the contrary

  5) I was never allowed to talk to any supervisors. You just take the money and run the show and come up with ridiculous policie

   

  Again I am requested a full refund.  I never agreed to this ridiculous  conditions

   

  see attached for 

  1)what they consider proof of a a signed contract 

  2) this is an operations that gives teachers huge perks to advertises mediocre trips at top dollars! 

   

  
  

   

   

  

  Business Response

  Date: 05/02/2025

  Thank you for reaching out. I see you have been in communication with a manager at EF Educational Tours and have cancelled your students' tour.

• Initial Complaint

  Date:03/17/2025

  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 my son up for a tour with his school of Britain, Battlefields, & Basilicas: A European Journey. It was supposed to be for thirteen days in Jun 2025. EF Tours contacted the tour leader (teacher) and cancelled the tour as there were not enough students going. EF Tours refused to permit additional students to sign up this year for the tour, so the trip would not be cancelled.Although the tour was cancelled by EF Tours own actions, EF tours is not refunding $760 dollars of the $1685 dollars that I had already paid. Since EF Tours cancelled the tour, I believe that I should receive of the monies that I had paid toward the tour.EF Tours states that although the tour was solely cancelled by them, that they have no obligation to refund the monies that were paid. Instead, according to EF Tours, although my sone received no benefit from the tour, it is still perfectly proper that EF Tours keeps $760 of earned monies.I would warn people from doing business with EF tours as it is a morally bankrupt company and are stealing your money despite providing no service. It is almost like getting robbed.

  

  Business Response

  Date: 03/18/2025

  Thank you for reaching out. We're sorry that your student will not be traveling this Summer. ** was unable to produce this customized tour. Your account has been adjusted to allow for a full refund. You can see this on your student's online EF secure site. The refund has been requested and you can expect to receive it within the next 3-5 weeks. We hope your student travels with us in the future.