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 Educational Tours

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

• 

  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: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. 

• Initial Complaint

  Date:03/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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. 

  No answer was provided on why they cancelled my trip, refund offered or credit. This response is unacceptable.
  
  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,

  *********

   

   

  ing numerous hours on the phone trying to reach themeven risking taking calls while at my new job. They never answered, and no one provided any explanation or resolution.Left with no other option, I reached out to my bank, ****, which claims to serve Veterans and their families. I reported the fraudulent transaction under the clear grounds that I never received the services I paid for. Shockingly, **** has offered no help whatsoever, further adding to this injustice.I demand accountability from EF Tours and urge USAA to do better in protecting the very people they claim to serveVeterans and their families.

  

  Business Response

  Date: 03/23/2025

  Thank you for reaching out. We're sorry to hear you're family is no longer traveling with EF. We are also sorry to hear you felt misled by the tour details. You can find all information regarding details of our student tours, expectations for on tour, as well as our Cancellation Policy written in our Booking Conditions. You can find these on our website at *************************************************************** as well as your online account under 'Forms & waivers'. I have outlined the Cancellation Policy below. Your accounts were cancelled at 45 days prior to departure. Should you want to pursue an insurance claim, you can find insurance details here: ***********************************************************

  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.

   

  Should you have additional questions, please contact Traveler Support at ************.

   

   

  

  Business Response

  Date: 03/25/2025

  Your tour accounts were cancelled on 2/7/25 via chat with ******* and insurance information was provided to pursue a claim. The tour did depart as planned, however your accounts were cancelled by you on 2/7/25.

  Customer Answer

  Date: 03/31/2025

  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. 

  When I reached out by calling numerous times and were not answered I used the chat and asked what the penalties were. When I was told they would keep all my money if I canceled I said I had to proceed because I obviously didn't want to loose my almost 6 thousand dollars. Then without confirmation or further clarification my trip was canceled and I had no access to any documentation and no calls of mine were 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:03/11/2025

  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.

  1. Paid for my daughter to go on a field trip with EF Tours. Was told the price. As time went on, prices that were not presented started occurring. 2. They stated I could share a room with her at time of traveling. But then, 180 days before the trip, it was now extra money to do so. 3. Then we were told visas were not required for where we were traveling and again, in March of 2025, that changed and we were told we had to pay additional fees. 4. I was already skeptical because they charged me two late fees totaling $200 (11/29 and 1/28). There were not enough kids signed up and they thought they might have to cancel so I did not pay more until I heard from the trip leader that they had enough enrolled. ** said they would credit that money towards the account, which they did not.Not giving these fees upfront and stating one price is fraudulent activity by a company. Now they expect me to wait 4-6 weeks to get a refund and pay a cancellation notice when they LIED

  

  Business Response

  Date: 03/24/2025

  Thank you for reaching out. We are sorry to hear that your student and the tour group will not be traveling. Standard cancellation applies in the event that the Group Leader cancels the tour. You can find the Booking Conditions, signed electronically upon enrollment, outlined here: ***************************************************************. The late fees were waived from the account and the fees withheld, per our standard cancellation policy, was the $95 non-refundable enrollment fee, cost of the Global Travel Protection, and a $500 cancellation fee. The refund has been processed successfully electronically on 3/21/2025 to the card on file. You should see that reflect on your end within the next 3-7 business days if you don't already see it. If you have any additional questions, please reach us at ************.

• Initial Complaint

  Date:02/21/2025

  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.

  I was making payments on a second trip with them. I had made a trip in the past and they were always very helpful and flexible. I paid for the $150 insurance meaning I can reschedule at any time for any reason. I couldn't attend my last scheduled trip (******************, September 2024). I chatted with an agent because I realized it was within 99 days to trip departure, and he said that he would cancel but I just had to call in before the last day of the year to pick a different trip. I called in December 2024 and the lady said I was s.o.l. and refused to let me speak with another agent, she said I lost all the money I had paid on my trip (I had paid ocver $1,000 I thought, but she stated "It's only like $650", then proceeded to try to get me to from scratch sign up for a new trip with no credit and I couldn't believe it. How can they just take all of my money. $650 plus $150 for the insurance. I would like a refund of at least the $650, although I know I have paid over $1000 to them for this trip that was promised to be any time and to anywhere with changes for any reason. I have lost some money before for changing my trip, but walking away with nothing for doing what t is unacceptable. I would be willing to even just accept the $650 returned.

  

  Business Response

  Date: 02/21/2025

  Thank you for reaching out! Can you provide your account number and confirm if you're traveling with EF Go Ahead Tours, EF Ultimate Break, or Educational Tours?

• Initial Complaint

  Date:02/19/2025

  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.

  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. 

  The comments from EF appears they did not look at my attachments. #1, there was no "confirmed" date at that point, so how is it possible you cannot change my tickets for my daughters? #2, there is no "Special" form in your form folder. There it took me forever to find it. #3 I completed all of the requirements on the website--there was no comment asking for me to decide the airport. In fact, it is possible, according to the Traveler **** we may fly in ******* before we go to ****. My daughter lives in *******. #4, I asked the Lead multiple times asking what I needed to do and she repeated multiple times that she was going to contact EF. #5. I actually called EF for a trip to ***** and then asked about what am I supposed do to for my daughters' tickets. She said I need to talk with the Lead. Again, it is going to cost me likely over $1000 now. I am only asking to either have my daughters fly direct and meet them at the point to ****, or return part of the trip money so I can pay the rest. I am not asking for a free ride. Additionally, I asked EF Go about changing the Peru trip and they were very professional and were able to work with me. 

  I am asking a small amount from you. I have paid over $16,000 for this trip. If I asked for $1,000 from you, it would only cost you 6%  of my cost. I have helped to convince more people to come. My daughters and I were the first 3 who signed up and no one signed up for months. I talked with more and now there are I believe 14 people, which is about $77,000 for you. That means, if you were going to return me $1,000, that would only be 1.3% for you. That is nothing for you, but it is a significant anount of money for me and my daughters. 

  
  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,

  Mic

   

   

  fficial date until 70s prior.* No confirmed date (see picts), so how is it possible my date is too late?* Special form is not even on the ** form site (see pictures)* I cannot get tickets for my daughters to fly to *************, if ** will not change the tickets even if there is now official/confirmed date or flights, until 70 days prior ** no confirmed date (see pics), I have to wait, and then my tickets will then cost even more.I iooked at all of the information, and if I bought tickets to get my daughterrs here in *** now, would cost me over $800. This will cost more as ** does not know the tickets, does not know the date, and does not even know what airport we will fly from the ** to *****Because of **'s unclear information, dates are not confirmed, hidden forms, and ultimately, that I requested specific requests for my daughters well in advance, I simply request a partial refund only to cover my flight from my daughters' location to the airport we will meet.

  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. 

  Sir/Ma'am,

  Your own email, attached, states the dates are confirmed, and at the same time, they are NOT confirmed. You are fluctuating your own statements. It is impossible for it to be "confirmed" and "it's not confirm" at the same time. I have politely stated that it was not confirmed on my first complaint, and you said it is (even though I provided a picture of your site that it specifically stated it was not confirmed date yet). Now, you're saying the 110 days was confirmed (my previous evidence shows that was not true) and saying it was not confirm, same paragraph. In my opinion, that is poor customer service and untrue statements. 

   

  v/r

  
  MC

   

   

   

   

   

  [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,

  Mic

   

   

  

  Business Response

  Date: 03/24/2025

  Thank you for sharing your feedback and additional information. Our Special Travel deadline is firm at 110 days prior to departure which is the same deadline to enroll and confirm name and passport information. Although dates and flights may not be confirmed at 110 days prior to departure, we secure group space on flight routes, group space in hotels, entrances, etc. Flights are subject to change due to airline and route changes, so flight information is posted 21 days prior to departure. The dates of the Peru tour have been confirmed as on 2/27/25. The tour dates are 6/3-6/14. 

  

  Business Response

  Date: 02/24/2025

  Thank you for reaching out. The deadline to submit a Special Travel Request is 110 days prior to departure. I understand you may have spoken to your Group Leader, however all requests must be submitted directly through the Traveler Support Team. We are not able to make any exceptions to the deadline. Additionally, Special Travel Requests have limitations, as outlined in our Booking Conditions. Deviating from the group flights results in flying independently on some, or all of the flights, to accommodate the request. We're sorry for the inconvenience and your student travelers are scheduled to fly out of *** with the group. As we are a group travel company, and have specific group airline contracts, the flight information will be available to the group leader about ***** days prior to departure, and available on your online account 21 days prior to departure when the flights are ticketed in each traveler's name. 

  

  Business Response

  Date: 05/02/2025

  Thank you for reaching out. You can review all policies, terms, date confirmation, and additional group booking information in our Booking Conditions at ***************************************************************. We are unable to make an exception for a late Special Travel Request.

  Customer Answer

  Date: 05/09/2025

  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. 

  [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,

  Mic

   

   

• Initial Complaint

  Date:02/18/2025

  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 due to misleading practices, unreasonable travel arrangements, and unfair cancellation policies.EF Educational Tours booked my minor child on a flight that departs and returns at 12:00 AM. This is not a reasonable travel time for a minor, and as a parent, I am unable to accommodate this schedule. During the initial presentation, this possibility was never ************ no point during the presentation did it indicate the only opportunity to purchase additional insurance for a full refund was at the time of enrollment. When I inquired about insurance options, the agent stated that I could not purchase it. However, after escalating the matter, the agent suddenly received "manager approval" to allow me to purchase it, which seems highly suspicious and further raises my concerns about *** practices.The advertised trip length was four days, yet the itinerary provided shows that students will barely receive 3.5 full days at the destination. This discrepancy is misleading and does not align with what was promised at the time of enrollment.After learning about the unreasonable flight schedule and misleading insurance practices, I am not comfortable sending my minor daughter on this trip. I was informed that I would only receive a 50% refund, despite my valid concerns. I believe this is highly unfair, especially considering that I was not given complete and accurate information at the time of enrollment. I am requesting a refund of all payments made, $2,238.00 minus the $95 enrollment fee, as the companys failure to disclose critical details has led to my decision to withdraw.EF Educational Tours has shown a pattern of misleading parents, providing inadequate information, and enforcing unreasonable policies that do not consider the safety and well-being of minor children. I urge the BBB to investigate their business practices and request that they issue me a fair refund due to circumstances beyond my control.

  

  Business Response

  Date: 02/25/2025

  Hello,
  Thank you for bringing your concerns to our attention. We understand your frustration and take your feedback seriously. We value our customers, and we are committed to providing the best possible experience for students and their families and would like to address the issues raised in your complaint.
  Flight times for many travelers from the ********** to the ********** may be overnight as this allows students to arrive to tour in the morning and make the most of their first tour day in ********. This is discussed with your group leader as part of the tour building process and we apologize you were unaware that this type of flight is a standard part of the tour experience.
  Wed can also clarify that we offer two forms of Travel Protection. The Travel Protection Plus plan covers all cancellation reason and therefore must be purchased at the time of enrollment. The Travel Protection Plan has cancellation coverage for covered benefits validated by a claims processor so can be purchased at a later time and is the option that you were offered.
  While we still hope your student travels, we understand that the combination of the flight schedule, insurance confusion, and the trip length have caused you to reconsider sending your daughter on the trip. In the case of cancellation we hold all customers to the same policy which can be found here: ***********************************************************************************;
  

• Initial Complaint

  Date:02/14/2025

  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.

  [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,
  
  ******* K

• Initial Complaint

  Date:02/14/2025

  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.

  EF Tours promoted a trip for our son's classmates to the *****************. He decided to go on the trip and we signed up for it. I was completely aware that the application fee of $95 was nonrefundable. Fine. I'm ok with that. However right after the worry-free cancellation period ended, EF Tours contacted us and said they were changing the trip, and it would not include the ***************** anymore. We canceled because that was what the whole trip was supposed to be about. EF Tours is choosing now apply a $300 cancellation fee on top of the $95. I attempted to work this out with them however they ignored me until I threatened to dispute the charge with by ****. Then the answered me and said they would not return my money for an additional 45 days because of a dispute. Still less the additional $300 This is a classic bait and switch scam.

  

  Business Response

  Date: 02/24/2025

  Thank you for reaching out. I'm sorry that your student is no longer traveler with us. As a Traveler Support Manager has already communicated with you via email, as a group travel company, flexibility is required around dates and destinations as we consolidate school groups to travel together. I've copied the Booking Conditions below:
  
  How does group travel work?
  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.
  
  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.
  
  We offered your Group Leaders backup tour, Discover *******. Per our policy, which you agreed to upon enrollment on 9/25/2024, standard cancellation fees apply if a traveler decides to cancel off the original or backup tour. We are unable to make any exceptions.

  After reviewing your account, I see you disputed your payment of $774.00 which has been returned to you. Should this dispute be successful on our end, then your refund will reflect the correct amount paid into EF less the standard cancellation fees. 

• Initial Complaint

  Date:02/05/2025

  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.

  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
  
  

  Considering I have been emailing for 2 weeks now, I am not ok with not getting any refund because you all failed to help me in a timely manner. I have time stamped emails. I have been dealing with cancer related issues and a death in my family. Your refund is due to me when I made initial contact. I should not have to jump through hoops because I fear for my childs safety. You all day if there is a federal statement regarding terrorist attacks, wed get a full refund and the **** travel page specifically states terrorist attacks can happen at any point because protest have become violent with use of water cannons and tear gas. How is safety a priority when you think its ok for a CHILD to be part of that madness? 
  
  Regards,

  Amber

   

   

  

  Business Response

  Date: 02/05/2025

  Thank you for reaching out. We're sorry to hear you are looking to cancel your student's tour to ******, *****, ********, & ****. Safety is our number #1 priority and we are always monitoring the safety of our tour destinations. As of right now, there are no changes being made to this tour, nor other tours that are visiting the ** and the **, specifically ****** & *****. Should you want to move forward with cancellation, there is no refund available as we are 38 days prior to departure. You can find our cancellation policy at ***************************************************************. I have also included it below. Your initial inquiry was sent at 45 days prior to departure with our reply made the next day at 44 days prior to departure. We can honor the date you reached out and offer these cancellation terms: 109 to 45 days prior to departure: Full refund less the $95 non-refundable enrollment fee, $190 Global Travel Protection, all non-refundable fees, and 50% of the program price. Please call or chat us by end of day tomorrow 2/6 to cancel with these terms. Should you not cancel by 7pm EST 2/26, our 44 days or less cancellation fees will apply. Again, safety is number one and please visit our website for more information here: *********************************************************. We have been leading student travel for almost 60 years. 

   

  -150 days or more prior to departure: Full refund less the $95 non-refundable enrollment fee, $190 Global Travel Protection, 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, $190  Global Travel Protection, 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, $190 Global Travel Protection, 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: 02/18/2025

  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. 

  The first time I reached out to cancel was back in January which is in the timeline you all agree to give a refund but your people dragged their feet. I have emails that are time stamped. I will get a refund or I will take you to court. These emails through BBB are not my first emails. Our *** from your company took a few days to respond. His name is ****. I then went through the website where I just got the generic response like you gave about the refund window. I even sent them the time stamped emails. I have provided the time stamped email with personal info removed. 
  
  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,

  Amber

   

   

  

  Business Response

  Date: 02/13/2025

  Thank you for reaching out. You have received responses to all email inquiries, and the offer the cancel with the terms from your original cancellation inquiry until 2/6/25. We currently have groups traveling in ******, and in ***** specifically. As of now, 30 days prior to departure, no refund is available should you cancel. 

  

  Business Response

  Date: 03/03/2025

  Thank you for reaching out. The same cancellation terms that applied on 1/27 (those between ****** days prior to departure) and your initial inquires regarding cancellation were offered up until 2/6 as an exception, however the cancellation was not processed. As of now, the standard cancellation policy applies - less than 45 days prior to departure, no refund. 

  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: 03/05/2025

  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
  
  

  When I emailed your company directly I was told no refund. I have t hose emails saved as well. Then you gave me 24 hours to ***ly to you on here when Ive been contacting you all for weeks now. I contacted originally in the allotted time frame and I want my refund. Every email I have from your *** says no refund to me even when I have presented time stamped emails when I initiated contact to cancel my sons trip. Would you also like the death notice from my family member that passed while Ive been trying to deal with your nonsense while you all expect me to respond immediately when Ive had to come here to BBB to try to get help? I will contact my attorney if you all cannot stick to the contract because as you saw in the previous ***ly, I have time stamped messages with **** who was our *** for the school and your customer service from back in January. So you can either go by YOUR contract and refund what I am due, or we can go to court and I will also sue for attorney charges on top. I will make sure this goes public if you do not stick to your legal contract.  You will be out more money than just half my trip cost. And I will continue to pursue action via BBB as well. 
  

  
  Regards,

  Amber

   

   

  

  Business Response

  Date: 03/05/2025

  Thank you for reaching out. All cancellations must be processed with our Traveler Support team over the phone at ************ which was communicated to you via chat on 2/5. We are now 10 days prior to departure and cannot offer the previous cancellation bracket that was offered to you via this BBB chain back in early February. ** has fully financially invested in your student's tour (flights, hotels, meals, entrance fees, etc.). We CAN cancel the account, however our standard cancellation policy will apply which is no refund due at this time. Your student is covered by the Global Travel Protection Plan that does cover specific reasons for cancellation (injury to traveler, injury or death in the family, job loss). Based on what you've shared you may be eligible to file a claim. If approved you will receive a refund of the cancellation fee, everything paid to EF less the cost of the insurance and the $95 enrollment fee should your claim be approved. If you would like to move forward with your student's cancellation, please call us at ************ to finalize and obtain information necessary to file a claim. We do hope that you and your family change your mind and decide to travel.

• Initial Complaint

  Date:02/03/2025

  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.

  Company intentionally does not return phone calls in order to try to force you to not cancel your trip even if for a needed reason. Husband called and was placed on hold for 3 hours. I would strongly advise looking into phone records to determine if they were really that busy. They claim to be responsive but are not. I called and was told via recorded message I would receive a call back by 7 pm eastern time same day. No call back. No record or statement of line in queue. Called again, they turned off option to receive a call back and instead place you on automatic hold when they are no longer taking calls, not even stating they are closed and you will need to call back. It is an intentional runaround to make people try to keep their trip and likely to make people pass the deadline for cancellation.

  

  Business Response

  Date: 02/04/2025

  Thank you for reaching out. We're sorry to hear that your student is no longer traveling with us. I see you spoke to a Traveler Support Specialist yesterday afternoon and processed the cancellation successfully. We apologize for our long wait times this time of year prior to Spring tour departures. We have a dedicated team answering calls, chats, and emails from 9am-7pm EST. Our callback option is not offered the last hour of the day. Should you have any other questions, please call us at ************ or chat us at **************************.