Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 10/18/2022

  Hello,

  Thank you for contacting us through the Better Business Bureau. After looking through your file and can see that a refund check was issued to you as on October 11th, 2022 and sent to the address on file. You should receive this check in the mail within 3-4 weeks from the time of processing. You will also receive an invitation to address any remaining questions, concerns or feedback you may have from one of our team members as we value customer evaluations and feedback as the first critical element in determining where we should make changes to itineraries, policies, and on-tour experiences. 

  In Gratitude,

  EF Go Ahead Tours

• Initial Complaint

  Date:09/08/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 11/28/2022

  Dear ****, 

   

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

   

  In Gratitude,

  EF Go Ahead Tours

• Initial Complaint

  Date:09/06/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Customer Answer

  Date: 09/17/2022

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

  

  Business Response

  Date: 12/09/2022

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

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

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

  We thank you again for providing your feedback on your experience. Rest assured, your sentiments and comments will be relayed to the appropriate teams here at Go Ahead, as we value customer evaluations and feedback as the first critical element in determining where we should make changes to itineraries, policies, and on-tour experiences.

  In Gratitude,

  EF Go Ahead Tours

  Customer Answer

  Date: 12/12/2022

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

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

  ********

   

   

• Initial Complaint

  Date:09/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was scheduled for the ** Go Ahead Tour of ***** with the Sorrento Peninsula extension leaving ***** on April 2, 2022. I prepaid $5,000 including my air fare. I was at the airport with 3 boarding passes to get me to ******. At the last minute my first flight was cancelled. There were no flights available for four days. I cancelled the trip since I would miss the first two cities. ***** said that they would refund my flight, but since ** booked the flight the refund went to them. ** told me that they couldnt do anything and my trip insurance denied my claim because they dont cover problems with flights. ** got paid twice for my flights and offered nothing to me. This is not proper customer service.

  

  Business Response

  Date: 12/09/2022

  Hello *****,

  Thank you for reaching out to us on the Better Business Bureau regarding your flights. We are so sorry for the stress and frustration this has caused. We can assure you that in the event that any airliner provides a refund or any form of compensation we immediately pass that back to the traveler. We will make sure that a team member reaches out to you to get this all sorted out. Thank you again for your understanding, patience, and feedback. 

  In Gratitude, 

  EF Go Ahead Tours.

• Initial Complaint

  Date:09/03/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was supposed to travel to *********** on a Study Abroad tour from May -June 2022 at a cost of $4049. Because I was about to graduate (and the trip had been postponed multiple time due to COVID), I asked my trip to be canceled in March 2022 and the amount refunded. I have called EF *** Ahead Tours multiple times (at least five times) since March 2022 (when I canceled the trip) and asked for a refund. They duly apologize and mention they will send me a refund check, but have failed to pay until now. My customer number is ********.

  

  Business Response

  Date: 09/09/2022

  Hello ******,

   

  Thank you for contacting us through the Better Business Bureau. I looked through your file and can see that a refund check was issued to you as on 8/26/2022 and sent to the address on file. You should receive this check in the mail within 2-3 weeks from the time of processing. Please don't hesitate to contact us at ************ if you have remaining questions, or if we can assist you further in any way!

   

  All the best,

  EF Go Ahead Tours 

  Customer Answer

  Date: 09/09/2022

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

• Initial Complaint

  Date:08/30/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently got back from an EF tours solo trip to ********. During this trip, with two nights remaining, I got cornered in the back of the bus and was verbally threatened by another person on the tour. I felt completely threatened and terribly uncomfortable. This happened in front of another passenger on the bus. I immediately reported it to the tour director who had mentioned this person will be removed from the tour because they have caused a few problems beforehand on the tour. They moved me immediately to the front of the bus and the person who confronted me was in the rear. I felt so uncomfortable because the person was not removed from the tour and I felt threatened so I booked another hotel away from the group. I got a call from EF tours later that day apologizing that I had to go though this on my vacation and that they would call me back since I told them I had to go out of pocket for a new hotel. I never received a call nor was the person kicked off the tour. I believe I deserve some sort of compensation for having to pay for a new hotel and the fact that I felt so uncomfortable that I had to leave the group.,

  

  Business Response

  Date: 09/09/2022

  Hi ******,

  
  Thank you for contacting us through the BBB. A member of our team has reached out to you via email to follow up and discuss this matter, please respond directly to them so that we can address your concern.
  
  Thanks again,
  Go Ahead Tours

  Customer Answer

  Date: 09/19/2022

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

  It has not been resolved. The companys response was incorrect and they made up things. Its not fair  

  

  Business Response

  Date: 09/28/2022

  Hi ******,

  Thank you for following up with the BBB. We have not received a response from the message sent to you by one of our agents, but we regret that you do not feel this was properly addressed. Your feedback is important and will be considered as we encounter situations such as these in the future. As always, if you'd like to discuss this further, please do not hesitate to reach out to us directly.

   

  Thanks,

  EF Go Ahead Tours

  Customer Answer

  Date: 09/29/2022

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

  Hi that is not right. I did respond to their message I am not sure why they said that? I was verbally harassed and threatened during my vacation with EF tours in ********. They told me the person who threatened me would be kicked off the tour and he wasnt. In response, I felt uncomfortable staying at the same hotel as this person so I switched hotels. I should be reimbursed for this. I didnt want to switch hotels, I already paid for the original ********** would I just switch? That makes no sense and I should be reimbursed.