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:02/07/2025

  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 went on a Thailand Tour with this company and they charged high cost but the quality of the hotel accommodations, food, and other amenities promised did not equate to what we were charged. The excursions purchased did not align with the online descriptions for three of the Tours and areas where we were supposed to travel were eliminated after arriving in ********. I was not told prior to departing US of any of these changes. The tour was marketed as a luxury tour yet we stayed at 2.5 star hotel, were constantly served cold food, plus expected to tip constantly which was not clearly stated or communicated prior to the trip. The only tips we were recommended to account for were for the tour bus driver in ******* and the tour director.I had a 2-hour call with EF addressing all of my concerns in addition to a very specific online feedback form where I listed the same concerns. I asked for a full refund for the excursions which didnt match the online descriptions along with an overall 30% refund for the total of the trip, minus the excursions, and was very specific I wanted a refund not a credit.After 2 weeks they responded to my email offering me less than $300 CREDIT and no refunds at all. They are scamming people out of money, catfishing people with inaccurate online trip descriptions, changing details of the trips once travelers have landed in ********, and overall not doing business in good faith for their customers. Clearly there are many complaints against this company for similar ********** I want a FULL refund of my entire trip! They cannot continue to scam people and not expect to be accountable! *****! SHAME!!

  

  Business Response

  Date: 02/14/2025

  Thank you for reaching out to us through the Better Business Bureau. We appreciate the opportunity to address your concerns.

  At EF Go Ahead Tours, we continuously gather and evaluate traveler feedback to refine our experiences. When concerns arise, we review the reasons behind itinerary changes, how they were communicated, and how they impacted our travelers. In this case, we assessed feedback on the excursions, overall tour experience, and the tour directors leadership.

  Our review identified inconsistencies in some excursion descriptions, including a change in the boat used for an island excursion. This adjustment was made in response to previous traveler safety concerns, though we recognize that the longer boat ride resulted in disappointment for some. While certain aspects of the tour differed from what was originally anticipated, our assessment did not indicate a widespread failure to meet our service standards.

  Regarding accommodations, the hotels used aligned with our established criteria, balancing location and quality. While we strive to use the properties listed on our website, availability may require substitutions. Additionally, while some hotels offer pools, we do not guarantee this amenity at every location.

  We understand that some elements of the tour did not align with what you had envisioned. As a resolution, we provided a travel credit to offer another opportunity for exploration. While we recognize this may not have been your preferred outcome, this approach was taken to address concerns fairly across the group.

  With 60 years of experience in group travel, we remain committed to delivering enriching experiences and making improvements when needed. While we regret that this tour did not fully align with your expectations, we appreciate your feedback and will use it to enhance future offerings.

  Thank you again for sharing your experience with us.

  
  

  Customer Answer

  Date: 02/14/2025

  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. 

  I do not want a credit from this company as I will not use their services again ever. I am asking for a refund in the amount of $145 + $125 for the two excursions that Ive been offered credits for.  The food excursion was $125usd as shown in the screen shot. I was told I was only charged $115 for the food excursion but the screenshot clearly shows it was $125 and I have not received detailed invoice proof to the contrary which is why I am stating $125usd. I have also attached the screenshot of the $145usd credit offered for the other excursion. 
  

  It is not acceptable to me to receive a credit. I want a refund of $270usd.
  
  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: 02/20/2025

  Thank you for reaching out again to continue this conversation. We understand that you do not plan to travel with us in the future or use the available credits toward a new booking. While we recognize your request, we have not extended the same option to all travelers, and we must remain consistent in our approach.

  Regarding the optional excursions, you were charged $115 for the food tour you participated in, as well as an additional $145 credit for the other optional excursion you mentioned. These costs are accurately reflected on your invoice and confirmed in our internal records.

  We regret that this experience has impacted your view of EF Go Ahead Tours. While we understand your disappointment with the resolution, we hope our transparency in outlining our process and decisions demonstrates our commitment to addressing traveler concerns. 

• Initial Complaint

  Date:01/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a group tour to *****. The company cancelled the tour the day before the trip was to leave, refunding part of the money and giving me a voucher for $1000. I had insurance to protect my purchase and it was the company who cancelled the trip. I asked for a total refund and they refused. I could not use the voucher in the time allotted as I could not travel. They said it expired and that the books are closed and will not refund me the $1000 even though they spent no money as the trip never occurred since they cancelled it. I have tried speaking with the travelers support people there and have gotten nowhere. I have seen that they have done this to other customers as well. Please help! Thank you

  

  Business Response

  Date: 02/03/2025

  Thank you for reaching out through the Better Business Bureau. The cancellation in question pertains to a tour originally scheduled to depart in March 2020, which was unfortunately canceled due to the COVID-19 pandemic. At that time, we faced difficult decisions on how to support our travelers while also managing the significant financial impact of widespread cancellations and uncertainty about the future.
  

  To ensure you didnt lose your full investment, we provided a flexible option that would allow you to complete your original scheduled tour at a different time. The option approved by management allowed you to recover part of your costs while still having the opportunity to rebook for a later date. Many travelers on the originally scheduled tour had to reschedule multiple times due to ongoing uncertainties but were ultimately able to complete their trips. We understand your desire for a full refund; however, due to the timing of the cancellation and costs already incurred, we were unable to offer an additional exception.
  
  We recognize that each travelers situation was unique, so we took a flexible approach by making exceptions to extend the voucher's validity when requested. However, nearly five years have passed since the original tour date, and the voucher has now expired. Unfortunately, we are unable to reinstate it. Our representatives worked directly with our finance department to explore any possible alternatives, but there are no further options available.
  
  If there's anything else we can assist you with, please don't hesitate to reach out. However, were unable to make an exception in this case. We sincerely wish you the best in your future travels, whether with EF Go Ahead Tours or elsewhere.

  Customer Answer

  Date: 02/03/2025

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

  While it is true that I was given a partial refund, they gave me a credit of $1000 to travel within the year.  Other people on the tour received a full refund and I have spoken to others with similar situations (not on this particular tour) who have received the refund via BBB.  I have spoken to others who feel as I do...that this company is taking advantage of the ***** situation by keeping money from clients whose trips were cancelled by the company (not all due to *****).  Right after the tour was to occur and due to ***** still being a reality, I was unable to travel. I was told to call back yearly to extend the credit as I was uncomfortable traveling at that time, plus was dealing with ill parents on hospice that were in my full time care.  I called yearly, but in my most recent communication, they say they have no record of the last time I called to extend thus telling me that the credit has expired.  I had it in my calendar with a notification to call them to extend on a date that they told me.  For them to tell me I didn't call to extend is absurd when I have done so every year.  

  I booked that trip because I had time to travel.  I do not have that luxury right now.  No travel occurred so no hotel, no food, no tours, no tour leader, no van service, no ground tours, no flights occurred so what cost did they incur?  There were true expenses I paid for in anticipation of the trip ****** etc), but I know that's a loss.  Why am I being forced to travel with them at another time? I don't have that flexibility.  

  Bottom line is I paid for a service, an organized tour to another country that never occurred.  Why are they entitled to keep any of that money?  If they kept $1000 from all travelers...they're making a huge profit since their expenditures were none!  I wish to receive a full refund of the monies I paid for a tour that was cancelled on me the day before the trip was to occur. 
  
  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: 02/07/2025

  We appreciate your ongoing communication regarding your concern. We recognize the challenges you faced, both due to the pandemic and your personal circumstances, and we regret that we couldnt provide a resolution that fully meets your expectations.
  
  Operating our tours involves many teams behind the scenes, and these costs are factored into pricing and cancellation policies. Additionally, during that time, we had to account for the financial impact of widespread cancellations and honor contractual agreements with our suppliers.
  
  We want to clarify that no travelers on this particular tour received a full refund. Some travelers received full-value vouchers, while others opted to rebook at that time and had their funds transferred to a new tour. In your case, we had already made an exception by providing both a partial refund and a voucher, as this approach was only offered to certain travelers with specific booking terms during that period. 
  
  In response to the challenges and uncertainty of 2020, we extended voucher validity multiple times to give travelers more flexibility. We appreciate that you reached out annually regarding your credit, and we regret any discrepancy regarding your most recent extension request. Unfortunately, by the time you last spoke with a representative, the voucher had already been expired for a significant period,and our finance team is unable to reinstate it.
  
  We understand that circumstances no longer allow you to travel, and we truly wish you had been able to take the trip you originally planned. If theres anything further we can assist with, please dont hesitate to reach out. We appreciate your time and wish you all the best.
  

  Customer Answer

  Date: 02/10/2025

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

  The response is inaccurate as I know of other travelers who received full refunds and others who still have vouchers that were extended.  I was meticulous about renewing the voucher yearly and I don't feel that I should be penalized because they neglected to keep notes of my interactions.  To say that the "books are closed" or that the "voucher expired" or that "too much time has passed before I made this contact" is unacceptable.   There was no notice that the voucher was expiring/expired so naturally I thought it was extended as I had made contact to extend it (as I always had done) every year.  Why would my behavior change?  Clearly, they have record of me doing that yearly since 2020.  It is unfair for this company to keep $1000 of mine when no trip occurred.  If they were going to let me use it on another tour, what difference is there between doing that and refunding the money?  

  I was just made aware that there is a class action lawsuit in reference to this exact issue...travelers from that time having their money withheld/stolen from them.  

  No trip occurred...it was cancelled by them...I should not be penalized for that.  $1000 is a lot of money for one person to not go on a trip.

  I would like a refund.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

• Initial Complaint

  Date:01/29/2025

  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.

  On 7/25/2024 I paid a $1000.00 deposit toward reservation for a single occupancy Balcony with EF Go Ahead Tours, On November 14, 2024, I was informed they did not have the Balcony available and stated I would have to pay more for an Ocean View. I spoke with our group coordinator ****** B, and we thought maybe it was just a miscommunication. She provided her point of contact which was *****. Well, I had only spoken to **** and had several emails. I requested to speak to ***** and was told only ****** could communicate with her. I recently reached out and spoke with a male representative. He confirmed a balcony was not available, so I just requested a refund. They did not want to issue a refund, would not allow me to speak with ***** or a member of the management team or his supervisor. If they can't provide what I requested, then they should refund my money. I have never been on a cruise with an Ocean View and did not want to start now. I contemplated the option but when the price was initially higher, I definitely was not going to take it, recently the male representative was offering ocean view for $200.00 lower which angered me even more. I felt like EF Go Ahead Tours were trying to take advantage of me with the inconsistent pricing. I felt they should have attempted to compensate me for not having the balcony, but they did not do that. I just want a refund at his point. Respectfully ******** *****, ************. The group I was joining is over 20 people mostly individuals. They will not be utilizing this company going forward. The trip dates were for my birthday the travel started Jun 11, 2025, in *****. My birthday is *******, I am so disappointed!!

  

  Business Response

  Date: 02/04/2025

  Thank you for sharing your concerns through the Better Business Bureau. Since your initial outreach, our team has thoroughly reviewed your booking to determine the best way to accommodate your room preference.
  
  Unfortunately, our ability to secure specific room types is dependent on availability with the cruise supplier. At the time of booking, the deposit applied was for a single room option, and the final amount was to be determined based on the suppliers confirmation of your request for a single balcony room. However, we were informed that all balcony rooms had already been reserved. As a result, we secured you a single ocean-view room without a balcony and adjusted the room charge accordingly. While this option is priced lower than the balcony room you had hoped for, we understand it may not fully meet your expectations.
  
  We apologize for any confusion regarding this process, as it was never our intention to cause frustration. Our goal was to provide you with the best available alternative.That said, we recognize the importance of your travel preferences and have placed you on a waitlist for a balcony room in case one becomes available.Additionally, an exception has been approved to offer you a refund should the supplier be unable to accommodate your original request.
  
  If you have any further questions, please dont hesitate to reply directly to the email sent by our Traveler Support Team or by giving us a call. We are happy to assist you.

• Initial Complaint

  Date:12/24/2024

  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 had a credit on EF Go Ahead Tours. I did want to lose the credit for over 2000 dollars, so I understood that if I placed a deposit on another tour this would hold the funds until I was able to travel. When I made the deposit, I explained to one of the representatives that due to work and a family member being ill, that I would not be able to travel on a tour in March of 2024 or any time this year. Also, I did NOT pay any other monies other than the 99 dollar deposit toward this trip, so I assumed that it was never confirmed.When I checked my account today, there was no record of my credit and when I contacted the tour company to ask what was happening, he explained that a rebooking was pending. I said that that was fine, as I intended to book a tour for 2025. Then he said that as time has passed since my deposit had been made and there had been an extension, I would lose the funds of over 2000 dollars; and that I could not escalate this directly to discuss with a manager myself. 2000 is a lot of money and for them to just say that I cannot use it to rebook when the booking is pending - NOT cancelled, is unfair and so I am sharing my case. I hope to use the funds to book a future tour in 2025, as a previous trip I had taken with them was great. But if it is not reissued, I will never use this company again,

  

  Business Response

  Date: 12/31/2024

  Thank you for reaching out through the Better Business Bureau.

  Weve reviewed your concerns further and are actively investigating whether an additional exception can be made regarding your credits. 
  Our records indicate that a representative discussed rebooking your trip with you. However, this conversation was not a confirmation that you were removed from the originally booked tour but rather an explanation of the rebooking process, including the final date to rebook before fees would be applied. During that discussion, possible rebooking options were also provided.

  Since we did not hear back from you prior to the tour finalization date, it was assumed you would be joining the originally booked tour. A final payment reminder was sent, and it was at that point that we spoke with you and secured a manager exception to rebook your trip. 
  Following that exception, we did not receive further communication from you regarding a rebooking. In March, we sent a reminder to finalize your rebooking, but we did not receive a response.

  At this time, an additional exception would need to be approved. This request has been escalated to upper management in our Traveler Support Team, and a final decision is pending. Once the review is complete, someone from the team will contact you with the outcome.

  If you have any additional questions, please dont hesitate to contact us directly.

  Customer Answer

  Date: 01/08/2025

  I have received the message from the business and I await their reply. 

  As mentioned, I hope that the credit funds can be used for a replacement trip later this year. 

  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:12/15/2024

  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.

  Booked a tour, cancelled tour. Requested refund and they are keeping ****** for cancellation. Nov 20th 2024 to Dec 15th 2024, still no refund check. Conflicting info from the **** and I have another vacation next sat with no money because of this company! NEVER AGAIN!

  

  Business Response

  Date: 12/19/2024

  Thank you for bringing your concerns to our attention through the Better Business Bureau. We sincerely apologize for any confusion regarding the timing of your check's delivery. The traveler support specialist working on your case provided accurate information, noting that the check would be sent on December 6th, with a delay due to the Thanksgiving holiday.

  We have confirmed that the check was sent on that date, and we regret to hear that it has not yet reached you. A representative has already reached out to ensure you receive the necessary support.

  We apologize for any uncertainty this situation may have caused about traveling with us. We truly value your trust and hope to have the opportunity to welcome you on a future tour.

• Initial Complaint

  Date:12/04/2024

  Type:Billing 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.

  There is not enough character space here to outline the entire issue. I am attaching a document of the complaint that I sent to EF Go Ahead themselves. The beginning part of the document addresses other issues with the trip; however, the most significant portion lies within the section that is titled "Safety".This was an issue that compromised my safety as a solo traveler with this tour group. Their only compensation was to provide a $200 credit for a future trip. How in the world would I benefit from such a credit and even remotely think of taking another trip with them after what already occurred? I spent a fortune on this trip with them and paid even a significant premium since I was a solo traveler. A $200 credit for future use, while not really providing any reimbursement that would have been more justified is an absolute joke and insult. Women are not safe traveling with this company!

  

  Business Response

  Date: 12/13/2024

  Thank you for reaching out to us through the Better Business Bureau. We sincerely appreciate you taking the time to share your concerns, which allows us to address them thoroughly.

  We understand that youve already spoken with a representative about your tour experience, and weve documented detailed feedback regarding the itinerary and hotel accommodations. Wed like to focus on the concerns you raised about safety, as this is a top priority for EF Go Ahead Tours, and we take such matters very seriously.

  When learning of your experience, we immediately engaged with our operations team to address the incidents at both hotels and sought clarification from their management. Our aim was to understand what occurred and ensure we could,in good conscience, continue working with them.

  At the *********** in *****, management explained that the employee who mistakenly opened your door was trying to help guests in the hallway who were having trouble finding their room. The employee opened the door, thinking it was the guests' room, but quickly realized they had the wrong roomthe correct one was across the hall. We recognize that this situation caused significant discomfort, and we regret that the manager's response did not meet your expectations for how the issue should have been handled.

  The second incident occurred at the ************** in ******. We understand how unsettling it must have been, especially as you were preparing for departure. The hotel confirmed that the employee who entered your room was supposed to assist with luggage but mistakenly went to the wrong floor. They also assured us that disciplinary action has since been taken.

  It is an unfortunate coincidence that two such instances of confusion by hotel employees occurred during the same tour. While these appear to have been isolated errors, we deeply regret the impact they had on your experience and your sense of security and that the responses from both hotels did not provide the reassurance you deserved.

  Our commitment to traveler safety includes regular onsite visits by our operations team to ensure hotel quality, along with continuous hotel safety checks conducted by our Tour Directors throughout the tour to maintain high safety standards and enhance the customer experience. These safety checks, combined with customer feedback, guide our evaluation of the suppliers we partner with.

  Since receiving your complaint, **** reached out to discuss further resolution but have not yet heard back from you. Our goal is not to have you revisit these experiences but to provide additional support and ensure your concerns are fully addressed.

  Should you wish to continue the discussion, please dont hesitate to reach out to the representative who has been assisting you. We value your feedback and remain committed to resolving this matter. 

• Initial Complaint

  Date:11/13/2024

  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.

  Our complaint is about an otherwise outstanding EF Go Ahead Tour (GAT) to ********, *****, and *******. GAT booked our flights on Aer Lingus. GAT texted us at 4:05 AM ****** time saying our flights on 9/28/24 were canceled (****** to ******, ****** to ******). We were rebooked on the same flights the next day. I called GAT's emergency number saying it was imperative to return home that day. She said to work it out with Aer Lingus with no offer to arrange or pay for a hotel, food, or transportation. We then taxied to the **************. At the Aer Lingus check-in, my wife, fluent in Spanish, learned the gate agents were not Aer Lingus employees and had no ability to arrange an alternative. Trying to reach Aer Lingus on the phone was futile. We finally bought seats on ********** via ******** at a cost of ***** Euros or $4,356. We informed our Tour Director of our new plans who said he would notify GAT.Since, we have not been reimbursed by either GAT or Aer Lingus even for the costs of our original return tickets -- $1,472. With GAT, this has included three phone calls with staff including a Customer Loyalty and Engagement Specialist. That led to a GAT email stating since Aer Lingus reissued your tickets for the following day, they assumed control over the booking,our ability to appeal for a refund was also removed. It then says, If Aer Lingus does issue a refund to Go Ahead in the futurewhich has occasionally happened following appealswe will absolutely honor it. Sure! Another cite on the *** website claims If you booked your flights through GAT, you will be entitled to reimbursement of reasonable expense for your self-transfer due to flight delay. Why not us? The Aer Lingus website also has a link to ** Regulation 261/2004. That document covers rerouting to a final destination but also monetary compensation, hotel accommodations, meals, refreshments, and transport between the airport and hotel. Why can't GAT be our advocate to pursue this option?

  

  Business Response

  Date: 11/18/2024

  Thank you for reaching out through the Better Business Bureau to share your concerns. We truly regret the inconvenience you experienced with your flight rebooking, and we want to provide transparency regarding why we are unable to issue a refund for the original, prepaid flight booking.

  Aer Lingus offered a rebooking option for your canceled flight, though it was scheduled for the following day. While we generally advise travelers to consider the airlines rebooking options to minimize additional costs, we understand you chose to explore other arrangements. Our internal notes confirm your request to depart the same day; however, we were unable to provide an alternative flight option without additional costs.

  As discussed with our representative, our team reviewed your original flight booking with Aer Lingus to determine if a refund could be processed. Unfortunately, once Aer Lingus rebooked you, we no longer had access to the ticket to make changes or request a refund on your behalf. Additionally, we have not received confirmation that Aer Lingus has issued a refund for the original canceled flight. If Aer Lingus does approve a refund for the unused portion of your original ticket, we will promptly pass that amount back to you. However, currently, we have not been able to recoup any costs.

  Regarding the transfer information you referenced, the flight benefits on our website pertain specifically to the transportation provided between the airport and the tours starting location. For delays or cancellations resulting in out-of-pocket transfer costs, we provide reimbursement upon receipt. As for the European flight benefit mentioned, Aer Lingus has resources on their website outlining the ** 261/2004 regulations, which you may find helpful in pursuing a claim. While we cannot submit this claim on your behalf, we are happy to provide any documentation or information you may need from Go Ahead to support request.

  We understand that this situation has impacted your overall experience, and we sincerely apologize for the frustration caused. Please let us know if you have any further questions or require additional clarification. We are committed to addressing your concerns and ensuring transparency throughout this process.

  
  

  Customer Answer

  Date: 11/21/2024

  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. 

  We had hoped that our complaint to BBB about EF-Go Ahead Tours would lead to a more substantive response than their email of 10/29/24. We were mistaken. First, while confirming our request “to depart the same day”, they now say “we were unable to provide an alternative flight option without additional costs.” On the day of the cancellation, GAT staff never offered to do anything and told us to work it out with Aer Lingus. Further, they did not address our point about no help for a hotel, food, or transportation. GAT is a tour company and has an ongoing relationship with Aer Lingus with us having flown that airline for a GAT Ireland trip in 2015. In regard to our reference to EU regulations and filing a claim with the EU, they now say, “While we cannot submit this claim on your behalf, we are happy to provide any documentation or information you may need from Go Ahead to support your request“. We are a retired couple, not a travel company or a law firm. Finally, on the GAT website, it includes the following, “We’re always there when you need us with: 24/7 on-call support, 50,000 EF staff on the ground to support you in 50 countries, and 55+ years of experience supporting travelers on tour.” NEVER AGAIN!

   

  

  Business Response

  Date: 12/03/2024

  Thank you for taking the time to share your concerns. We genuinely regret that your experience with us did not meet your expectations, and we appreciate the opportunity to address the situation.

  We understand your frustration regarding the flight cancellation and the challenges that followed. While we strive to provide the best support possible,we recognize that our communication in this case may not have been as clear as intended, and we sincerely apologize if this led to any confusion.

  On the day of the cancellation, we advised you to work directly with Aer Lingus because we were unable to secure an alternative flight option without incurring additional costs to you. We always recommend contacting the airline first to avoid decisions that could lead to higher costs for travelers. While this approach is intended to help in the moment, we understand that it can sometimes be seen as a lack of action on our part.

  Effective communication about your needs is essential for us to provide the right support at the right time. We always aim to respond promptly and help as needed. We acknowledge that we could have more proactively asked if you required help finding a hotel or if there was anything else we could do to make the impact of the sudden delay more manageable. Your feedback is important to us, and we sincerely apologize if you felt that the support provided was insufficient.

  Aer Lingus is one of many major airlines across various alliances that we book flights with for our travelers. It is not the result of any special or ongoing relationship with this airline that you flew Aer Lingus on two separate occasions; it is a leading carrier for Ireland and commonly operates routes relevant to the tours we offer.

  Regarding your reference to ** regulations, the compensation and benefits available under these rules apply to anyone impacted by a flight cancellation or severe delay. However, as these are public benefits, we are not able to file claims on behalf of customers. That said, we remain happy to assist by providing any documentation or details you may need to support your claim.

  We understand that this situation has caused significant dissatisfaction,and we are truly sorry it did not meet your expectations. While we have strived to resolve this matter within the framework of our guidelineswhich are designed to ensure fairness and consistency for all travelerswe recognize the importance of recouping costs for such disruptions. Unfortunately, this was not achievable in this instance.

  Thank you again for sharing your concerns. If you have additional questions or need further clarification, we are happy to assist.

  
  

• Initial Complaint

  Date:11/05/2024

  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.

  Oct 9-22 *********, ***************, Italian ******, with Rome Extension. The trip was poorly planned and executed. We did not see the Sagrada Familia and missed other tours due to poor execution and planning on EF GO Aheads part. The hotels and meals provided other than breakfast were sub par. Tour guide was disengaged and the entire bus ended up sick due to ***** measures for sick individuals on the bus not being implemented. We were offered a 250 credit towards another trip. I personally will never use their company again and a credit is a slap in the face. The tour was not as advertised, and this is not just due to the weather. It was the lack of ************ can see the reviews and other travelers have complained as well. We deserve a cash refund and to not be forced to use a company that did wrong in the first place.

  

  Business Response

  Date: 11/13/2024

  Thank you for reaching out through the Better Business Bureau. A senior representative has already contacted you to discuss your concerns directly, and we appreciate the time youve taken to provide further insights. We look forward to addressing your feedback thoroughly following your conversation. 

  Customer Answer

  Date: 11/14/2024

  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:10/23/2024

  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 a question about the balance due on my upcoming tour. I call repeatedly and can never get through to customer service. I asked for the callback option today, and they never CALLED! This tour company has horrible phone system and must have recently implemented some new program that messed with customer's total balances. Warning!!! They will happily take your money and never provide the travel experience!

  

  Business Response

  Date: 10/31/2024

  Thank you for reaching out to us through the Better Business Bureau. We apologize for any frustration caused by hold times or difficulty connecting directly with someone about your booking. A representative has reached out to schedule a call, so youll have the opportunity to finalize your booking and address any additional questions you may have.

  We appreciate your patience and thank you for bringing your concerns to our attention, and we look forward to speaking with you soon to resolve this matter promptly.

• Initial Complaint

  Date:10/23/2024

  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 this claim on behalf of myself and my mother, ****** ******. My mother and I booked a trip to ****** and ****** for November 2023. Due to the very unfortunate events on October, 7, 2023, Go Ahead Tours cancelled the trip. Initially, the company did not want to refund the total amount of the trip booked. Eventually, the company refunded half the cost of the trip and the other have was issued as a travel voucher. My mother and I used our travel vouchers to take a different trip with Go Ahead Tours last month. I should mention that we went as a group of 7 with other family members. Now after the trip and the dust has settled (so to speak), 5 of the 7 in our group were given a refund (I think as part of a group discount of some sort). My mother and I are not being offered a refund but yet another travel credit. I think we've acted in good faith with this company. The original trip was cancelled. They kept half the cost which made us have to book another trip. We did that. To issue another travel credit and keep us tethered to this company is not right. My mother's name is ****** ******.

  

  Business Response

  Date: 10/30/2024

  Thank you for taking the time to share your feedback with us on Better Business Bureau. We want to address your experience with your cancellation of your original tour and the options we provided for rebooking.

  Due to the unfortunate events that took place on October 7, 2023, we had to make the difficult decision to cancel all upcoming trips to ****** and ****** on very short notice. Because of the unforeseen nature and urgency of these cancellations, we were unable to recover certain costs associated with the trip, which impacted our ability to provide full refunds for every traveler. In light of this, we offered several options to help impacted travelers move forward, including rebooking on a different tour. For your reservation, we were able to process a partial refund, with the remaining balance issued as a travel voucher. This voucher was then applied to the alternate tour you and your mother completed recently, covering the cost of that tour in full without the need for additional payment.

  Since the balance for your rebooked tour was paid using a travel voucher, our finance departments policy is to refund any eligible amount back to the original form of paymentin this case, the voucher. Other travelers in your group who paid by different methods will receive their group discount in the form they originally used for payment.

  We appreciate the good faith you've shown in rebooking with us, and I apologize if this policy has caused any frustration. We strive to make our policies as clear as possible while working to ensure fairness across all bookings. Should you have additional questions about your travel voucher or require further assistance, please dont hesitate to reach out.

  Thank you again for sharing your concerns.

  Customer Answer

  Date: 11/05/2024

  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,

  ******

   

   

  Customer Answer

  Date: 12/30/2024

  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. 

   

  Please refer to previous BBB complaint # ********. Since the company refuses to refund our money. I would like my mother's credit balance applied to my account. Her account is under the name ****** ******.

  

  Business Response

  Date: 01/08/2025

  Thank you for reaching out to us through the Better Business Bureau. While vouchers are typically non-transferable, we are currently inquiring to see if an exception can be made in your case. Once a determination is made, we will provide you with an update promptly.

  If you have any additional questions about your voucher, please don't hesitate to contact us. We are here to assist you.