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:07/24/2024

  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.

  EF Go Ahead tours intentionally words their online sales pitch in a misleading manner. Even with the misleading wording...they failed to provide services that were paid for and promised on their site. I signed up for a tour with a "Tour Leader"...someone that was supposed to accompany me on the trip...she cancelled and did not attend the trip. This tour leader gets credit toward a free trip for getting me to sign up...yet when I do not get what I PAID FOR...they responded that they would do nothing about it. The tour "directors" provided by EF kept leaving the tour...which meant we were often on our own with no support. They provided me inaccurate departing flight information and did not respond via their EF App or phone when contacted for help on how I was supposed to get home. 5 of the 30 participants of this tour dropped out mid tour because it was so awful. Of those that completed it...about half complained as well. That should be proof enough that this trip was a complete failure and the parts that I did enjoy - I did ON MY OWN with NO HELP from EF. I feel I should be refunded for ALL but the cost of my airfare, hotels, and 3 dinners because that is all they advertised that I actually received. I submitted a word doc with examples of what they promised that I did NOT receive.

  

  Business Response

  Date: 07/29/2024

  Thank you for your feedback and communicating your complaint on Better Business Bureau. We appreciate the opportunity to address your concerns and provide clarity on the matters raised.

  We strive to provide accurate and detailed descriptions of our itineraries on our website to ensure travelers have a clear understanding of the activities and sights they will experience. We recognize that sometimes travelers'expectations may not perfectly align with our offerings, and we do our best to address this. Our group travel program is designed to create travel opportunities within communities, and we regret that the Group Coordinator you were originally planning to travel with could not attend the tour. We hope this did not affect your expectations regarding what was promised versus what was delivered.

  Our goal is to provide all advertised services, including a dedicated Tour Director to lead the group throughout their tour. Unfortunately, unforeseen events during this tour led to the need for multiple replacement directors.While this situation is atypical, we did provide trained and qualified tour directors throughout the journey. We ask for flexibility in such cases as outlined in our terms and conditions since the nature of travel can be unpredictable.Despite these challenges, we believe we addressed the situation appropriately and delivered the other advertised services and, thus, do not find a refund applicable. However, we understand that the customer experience was impacted,and we do want to acknowledge this and will be reaching out to the whole group regarding a form of compensation. We hope that this demonstrates our commitment to customer satisfaction.

  As for your return flight experience, we aim to reduce stress at the airport and offer support to travelers who book flights with us. We apologize for any miscommunication and emphasize the importance of using the correct channels for support. Unfortunately, our On-Tour Support team does not monitor the chat that travelers utilize to communicate with one another and the tour director. We booked your flights correctly, but confusion arose due to the code-share nature of the reservation. We advise travelers to use the airline app for updates and information about their bookings. However, the information listed on your account was correct and provided the information needed to successfully navigate your return flights.

  Regarding your mention of other traveler feedback, we did investigate thoroughly and after looking into the case we have concluded that the overall traveler experience met our company standard. We did investigate the reasoning behind some early departures, but these departures do not coincide with any tour quality concerns.

  We understand that customer experience is subjective, and we take your concerns seriously. We adhere to our standards and policies and hope this response reassures you of our dedication to quality service. We hope you consider traveling with us again and continue to explore the world, which remains our primary mission as a company.

  Customer Answer

  Date: 07/29/2024

  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. 

  EF refused to accept accountability so there is no valid option for me to approve.  I am not asking for my full trip to be refunded.  However, I paid for a group leader (she cancelled and did not even go on my trip), a tour director (I had 4 in 11 days which was pure chaos)....and trip support which although they do not monitor EF chat (which our tour director ignored our chat)...we CALLED and were still not helped.  I could go on and on....I received airfare, hotels, and a few dinners...I am not asking for a refund of that portion.  If I ordered 10 pair of jeans and only got 6 pair...I would get a refund with no question, because I DIDNT GET WHAT I PAID FOR....same concept but with "services".  I want a refund of the services portion of this trip that I did not receive.  They offered a $300 credit toward a future trip via email....I want that as CASH BACK.  My group leader gets $1000 toward a future trip because I signed up even though she cancelled out of the trip...I SHOULD GET THAT CASH back as well.  I signed up thinking I would have my group leader and an EF Tour director to assist me on this trip and I DID NOT GET THOSE.  $1300 of a $6200 trip as cash back is what should be offered especially because what they provided was valued at less than $4000....so asking for a refund for services they know I did not get should not be an argument if they were a valid company and not just a scheme where people get free trips for tricking others into them.
  
  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: 08/02/2024

  We understand the frustration with not having the Group Coordinator on tour, as they played a key role in coordinating the trip. Our groups program is designed to develop and grow travel opportunities for many people, and we believe this case is more about setting expectations rather than not providing what was paid for. If we felt that a key component was not provided, we would address it accordingly.

  The nature of our product involves many moving parts, and unforeseen circumstances can occur. Our tour directors are employees who may face unexpected situations, and we must respect their needs, even if it means finding replacement directors during the tour. This is why we ask our travelers to review our terms and conditions, emphasizing that flexibility is key and last-minute changes can happen.

  When considering compensation, we evaluate how we handled the situation. We provided certified tour directors throughout the tour. While having multiple directors was not ideal, we are offering compensation to address this aspect of your experience.

  Despite your frustrations, we hope you had some memorable moments during your time abroad. We are committed to transparency and appreciate your continued dialogue regarding your concerns.

  Customer Answer

  Date: 08/05/2024

  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. 

  Again, your EF knows they did not provide a suitable tour for $6200, which is why you provided EVERY participant a $300 credit toward a future trip.  You are trying to force us to spend more money with EF in order to get our "compensation".  I would have to pay $5900 instead of $6200 for a future trip with my "credit" and I do not find the value of what you provide to be anywhere near $5900.  Why is it so difficult to get that $300 credited back to me so that I am not FORCED to spend MY money with EF again?  

  And while you only want to keep saying how you handled the rotating tour directors "efficiently" in your eyes...the 30 people on this trip all strongly disagree. 

  And ****** and I....while alone and confused in a foreign airport reached out to BOTH our tour director AND to the ***** number and NEITHER helped.  The tour director never even ASKED if we made the flight...she completely ignored TWO messages in your APP. I should not be required to pay for services I did not receive.  And as I paid CASH for those services, I should not be credited $300 to spend with EF as you are forcing me to purchase another trip with MY MONEY.  And above and beyond the "tour director"....I signed up with a "group leader" too.  Someone that was to accompany me on the trip and assist.  Again, I PAID for this as she gets a free trip for every 6 people she gets to go on these trips....so part of MY money goes to her free trip...but she cancelled and did not even go on the trip.  So $1000 of MY money goes to her free trip when I did not get a group leader as paid for.  You are stealing $1300 from me by holding on to my money as a credit.  

   
  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:06/12/2024

  Type:Service or Repair 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 paid for 2 excursions for my Portugal trip May 21 to May 31st to EF tours on February 20, 2024. I asked the representative on the phone if there was enough people on the trip signed up so that these excursions would not be canceled, and I was told that it would not be canceled because they had enough people that signed up for the excursions. But if it was canceled that I would receive a full ******. When I got to ********, my Tour Director stated that not enough people signed up for the 2 excursions which were ****** and the Home hosted dinner. But that all that paid would be ******ed. On June 3, 2024 when I called EF tours for my ******, I was told that it could take more than 8 weeks for me to receive my ****** because they rely on paperwork from their employee or sub contractor to give them back the money that I gave to EF Tours. I replied in email that I did not give any money to the Tour Director, I paid EF tours. Their arrangement with their Tour Director has nothing to do with me. And certainly that kind of practice opens the door for fraud and misappropriation of funds. I also made a complaint with my bank Chase, but still I get the run around that it might take 8 weeks for the Home Hosted dinner ****** and maybe 5 days for the Fatima ******

  

  Business Response

  Date: 06/13/2024

  Thank you for contacting us via the Better Business Bureau. We have thoroughly reviewed your refund request and confirmed that the information provided to you was accurate. Our finance team relies on end-of-tour reports from our tour directors to verify which excursions took place and which did not. This is a standard documentation procedure between departments to ensure accuracy.

  Rest assured, there is no misappropriation of funds. Our finance department cancels the appropriate excursions on travelers' accounts and processes the refunds accordingly. This can take some time due to the volume of reports received weekly and other financial tasks they handle. The timeline given aims to set realistic expectations.

  We recognize that our current method of tracking and refunding excursions can be more efficient, and we are actively working on improvements.

  As of today (6/13/24), your account has been refunded for both excursions. If you do not see the refunds on the card associated with your Go Ahead account, please contact us again. 

  Thank you for your patience and understanding.

  Best regards,

  EF Go Ahead Tours

  Customer Answer

  Date: 06/13/2024

  [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:02/27/2024

  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 have repeatedly tried to obtain a refund from EF Tours(GoAheadVacations) for $4,469.00 made on my PNC card on 11/23/23 for the Grand Tour of ******. My friend and I booked this trip, making it clear to several different reps we both spoke to from the outset that we were traveling together but needed two separate rooms. We were confirmed on the trip for 4/24, but on 1/24/24 (3 months later!) we were informed that the trip would not carry as not enough people. We then booked another trip to ****** for 5/24. On 2/16, we were informed that trip would not carry either. Instead, we chose a trip to ****** (Cultural Tour of ******) booked (within minutes of each other) on 2/17 that was to leave 5/9. Online it states the trip is for up to 38 people. They told us there were a limited number of single rooms, but at the time we booked, there were three more allowed (we would have been two of them). We were repeatedly told it would be no problem if we booked at that time, but needed manager approval. We had already both paid the bulk of the trip. There were 19 people booked online then. My single room was confirmed on 2/20, but my friend heard on 2/22 that was waitlisted. Were then told, the trip closed at 20, but there were now 21 people on it (they booked a couple instead of us). I was told on 2/22 that I would not get a refund as my trip was confirmed even tho they knew we only wanted to travel together. I made repeated attempts but no refund is forthcoming. They pushed for payment but there was only 1 spot left so we would not have proceeded if we had been informed of that. They have misrepresented the number of spots on the trip--a real bait-and-switch from what was published on the website. We both would have requested refunds after the second ***** trip cancellation had we known that the ****** trip had only one spot. Representatives never told us the trip was capped at 20. It states that it is 38 on the website. I do not trust this company& wish to travel with them.

  Customer Answer

  Date: 03/11/2024

  [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:02/19/2024

  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 put down a deposit for a trip through this company about six months ago. Since that time, I have needed to change the date. I have now tried over 20 times on the app, which consistently tells me that it is having problems. So then I call, and I keep getting passed from one person to another. Nobody wants to help me. I was even told that they wouldnt help me and that I had to do it on the app. I have now spent over 4 1/2 hours on the phone, doing different phone calls, trying to reach somebody to help me. It is insane the way they are so understaffed and I really question the wisdom of spending this much money and flying halfway across the world with a company that seems this poorly run . If I cannot change my trip this week, I will be canceling everything, getting my deposit back, and going to another agency. Never heard Ive been so frustrated with the poor service travel company like this. Zero stars!

  

  Business Response

  Date: 02/26/2024

  Hello ********,

  Thank you for contacting us through the Better Business Bureau regarding the challenges and conflicts you encountered with your travel dates. We apologize for the frustration caused by the time and effort it took to get connected with the best team to address your concerns and have been sure to share your experience with the proper channels to work towards a better system of flow.

  Upon careful review of your file, we are pleased to acknowledge that subsequent to your initial communication here on the Better Business Bureau, you have successfully connected with a team member who facilitated the adjustment of your tour dates to align with your updated schedule. We are delighted to learn that the resolution has met your satisfaction.
  As you embark on your Week In *****: ******, ********, & **** tour with us in 2025, we wish you an extraordinary and memorable experience. 

  In Gratitude,

  EF Go Ahead Tours

  
  

• Initial Complaint

  Date:02/01/2024

  Type:Customer Service 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.

  Someone cancelled my trip without my authorization on 2/1/24. **************** is useless to assist. After waiting 12 days, and multiple calls, I am getting zero help. No manager or supervisor who can assist the customer. I am getting the same answer Someone will call you.

  

  Business Response

  Date: 02/07/2024

  Hello *******,

  Thank you for reaching out to us on the Better Business Bureau. We appreciate your patience and apologize for the inconvenience you've faced regarding the recent rebooking. While we're glad to confirm your new trip details, we sincerely regret any delays and difficulties you encountered in seeking assistance. We hope you have a wonderful time on your Japan tour in June and look forward to other future adventures with you. 

  In Gratitude,

  EF Go Ahead Tours

• Initial Complaint

  Date:01/30/2024

  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.

  On November 11, 2023, my wife and I signed up for a tour with EF Go Ahead Tours. We gave a deposit of $198.00 and agreed to a final payment of $20,976 on Jan 5, ****. On January 4, ****, EF Go Ahead Tours cancelled our tour. On January 5, ****. they electronically took the $20,976 from my bank account, even though they had already cancelled the tour.I immediately called about EF Go Ahead Tours withdrawal of $20,976 from my bank account. For the last three weeks I have communicated with the company multiple times. I have been assured by several ***** Ahead Tour employees by email and on the phone over the last three weeks that the company would return my money. I have been emailed multiple invoices that purported to show that the money was being returned. It is now more than three weeks after my first contact with the company and I have NOT had my $20,976 returned. Every communication since the cancellation has been my check is in the mail.We have NOT received any of the $20,976 that was taken from our account.We demand that EF Go Ahead Tours returns our $20,976 to our bank account immediately.

  

  Business Response

  Date: 01/31/2024

  Hi ********,

  Thank you for bringing your concerns to our attention via the Better Business Bureau. We sincerely regret the circumstances surrounding the cancellation of your tour due to low enrollment, and we understand the disappointment this situation has undoubtedly caused.

  Upon reviewing your case, our records indicate that a refund check was dispatched by standard mail on January 19, ****. We recognize the gravity of the situation and the apparent delay in you receiving the funds. Please accept our sincere apologies for any inconvenience this has caused.

  To address this matter promptly, we will assign a dedicated team member to reach out and verify your mailing address. This will ensure the accurate delivery of your refund. Our primary goal is to rectify this situation and expedite the issuance of a new check without further delay.

  We genuinely appreciate your understanding and patience throughout this process. Please rest assured that your concerns are of the utmost importance to us, and we are committed to resolving this matter with the highest level of diligence and care.

  Once again, we apologize for any frustration this situation has caused, and we thank you for your patience as we work to provide a swift and satisfactory resolution.
  If you have any further questions or concerns, please feel free to contact us directly, and we will be more than happy to assist you.

  In Gratitude,

  EF Go Ahead Tours

  Customer Answer

  Date: 02/05/2024

  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.

  
  After multiple phone calls and emails, 26 days after my request for a refund of ****** a check arrived in the mail.  EF Go Ahead Tours thinks this was a reasonable solution.  Unfortunately my bank was unsure of the check's validity.  *** bank on which the check was drawn refused to honor the check.  I used other means to get my money back from EF Go Ahead Tours.  I was successful and I have my $20,876 back in my account.  I thank BBB for their assistance in this matter.
  FAQ
  
  Regards,

  ********

   

   

  

  Business Response

  Date: 02/07/2024

  Hi ********,

  Thank you for taking the time to speak with one of our teammembers last week confirming the details of your refund. Your feedback is valuable to us, and we're committed to improving our services. 

  We're glad to learn that you've successfully received your refund of $20,976. We sincerely apologize for the delays and challenges you faced in obtaining your refund and we regret any inconvenience caused.
   If you have any further comments or suggestions, please feel free to share them. 
  

  We appreciate your understanding throughout this process.

  In Gratitude,

  EF Go Ahead Tours

• Initial Complaint

  Date:12/09/2023

  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 recently went on an EF tour to ***** November 1 -9, 2023 from ***** airport I'm disgusted with how I've been treated with the purchase flight itinerary through EF tours. I provided EF tours with the desired flight itinerary I was charged an additional almost $800 to have an early arrival in ****** and a late departure from Rome. I am satisfied with the departure from **** but the arrival to ****** is the issue.I was to arrive at 11:30am to ****** instead the itinerary was changed to a 9-hour flight layover in *****. I talked to the Delta counter desk and was told I could have the next early flight but I would have to pay for it. That is what I paid to EF tours to have that 11:30 am arrival to ******. Speaking online from Ef tours they want to blame Delta instead of taking the responsibility that Ef staff changed my flight itinerary and I also blame the person I think ***** whom provided an invoice for me to pay the additional amount for the desired flight itinerary. Ef tours **** and ************** feel have insulted my intelligence by stating that ***** changed the flight to have the longest wait time of 9-hour lay over when there were 3 earlier flights to ****** from ***** that would not have been a 9-hour layover!!!! Even if I got bump it would not have been 9 hours!!!!! Also, the late arrival to ****** with my health issues, I had nothing to eat waiting for me at 11 pm the food staff at the hotel was closed for the nite. I'm disgusted totally disgusted with EFtours Staff. It seems they are so easy to not take responsibility and they know someone in their camp is wrong not help just blame the Customer I believe it's only fair that I have a refund of half that money for this flight issue to ******.I feel it's only fair I decide where I want to use the money and not by giving me a credit to my account for a future tour, ****** offered $250 towards another trip, I don't want another tour..I need to have a refund check mailed to my home address on file

  Customer Answer

  Date: 12/21/2023

  [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:11/01/2023

  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 booked a wine and food tour with Go Ahead Tours. Our airfare was included. We were fine with our flight reservations. Three weeks before we were to leave, they changed our flights. We were not happy with a more than five hour layover and contacted them immediately. They said we could book our own flight but they would charge us a $600 cancellation fee. I explained that yes I was past the change date, but they changed our flight, not us. We would like our $600 back. I believe this is a bate and switch. I agreed to one thing and at the last minute I was given something different.

  

  Business Response

  Date: 11/06/2023

  Hello *****,
  
  We genuinely understand your concerns and sincerely apologize for the inconvenience caused by the unexpected changes to your flight itinerary.
  Regarding the alteration to your flight reservations, we'd like to clarify that changes to flight itineraries are typically at the discretion of the airlines and are beyond the control of EF Go Ahead Tours. While we empathize with the frustration resulting from the revised flight schedule, it's important to note that ticket adjustments or changes are subject to the policies set by the airlines.
  

  In this specific scenario,once flight tickets have been paid for and finalized, any modifications or cancellations, even due to airline-initiated alterations, might result in associated fees, as per the airline's terms and conditions. Unfortunately,these fees are outside of our purview and are under the control of the airline carriers. We acknowledge the situation and the desire for a full refund of the $600 cancellation fee. However, as your request to cancel your flights with us occurred after the finalization date, the cancellation fee of $300 per person is in line with the policies that you agreed to when signing our Terms and Conditions and remains the responsibility of the traveler.
  

  We genuinely regret any confusion or inconvenience resulting from the unexpected alterations to your travel plans. Your satisfaction is paramount to us, and we are committed to enhancing our services and providing better assistance for your future travel experiences.
  

  Should you require further clarification or have any additional concerns, please feel free to contact us.We appreciate your understanding and look forward to the opportunity to travel with you again in the future.

  In Gratitude,

  EF Go Ahead Tours

  Customer Answer

  Date: 11/06/2023

  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:11/01/2023

  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.

  While on our tour, *************** canceled our flight more than 12 hours before we arrived at the airport. If Tours did nothing to make any alterations to the plan, we arrived at the airport to find out that our flight was canceled. We then waited two hours at the airport, and then were bust in a substandard bus to a rather remote location with almost no options given that we didnt have time to plan. If Tours says that they cant monitor when flights are canceled. I think thats their job since we paid them to give us a vacation we lost between 24 and 36 hours of our vacation with no compensation, we attempted to get details about *************** so we can file a complaint with the ************** passenger rights stipulation. If Tours says that they have no additional records to provide us with proof of the first flight, nor the replacement flight out of a three day ad on tour to ****** we basically had less than a day and a half to spend in ******. I realize the ** Tours has no responsibility for the actual canceled flight, but they made no attempt to plan something for that missed day, they still had us wake up at three in the morning for a 3 Hour Dr. to the airport, where flight was never going to take place, they had no other alternate plan in place just in case, if they do this Ireland tour all the time there should be some kind of game plan set in place so somebody who spends four grand on a tour we dont lose a day thats a lot of money for people to lose

  

  Business Response

  Date: 11/06/2023

  Hello *****,
  

  Thank you for reaching out to us on the Better Business Bureau. We regret the inconvenience caused by the flight disruption experienced during your tour. We understand the frustration and disappointment resulting from the unforeseen cancellation, causing a significant impact on your travel plans.
  

  Please be advised that flight cancellations and disruptions fall under the discretion of the airlines,and regrettably, EF Tours does not have control over such occurrences. While we sympathize with the challenges you faced, we always recommend travelers to consider purchasing a trip protection plan. This plan typically provides coverage for unforeseen circumstances, such as flight cancellations, and would have allowed you to file a claim for the missed time in ******. We acknowledge the value of providing alternate arrangements or compensations for unexpected disruptions.However, we are unable to make adjustments or offer compensation for airline-related issues as they are typically covered under trip protection plans.
  

  We sincerely value your feedback and will take your concerns into account to enhance our future services and ensure a more comprehensive travel experience for our valued customers.
  If there's anything further we can assist you with or if you have additional concerns, please do not hesitate to reach out. 

  In Gratitude,

  EF Go Ahead Tours

  Customer Answer

  Date: 11/06/2023

  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. 
  

  lI understand that EF Tours has no control over an airline canceling the flight. my dispute with EF Tours has to do with how they took care of us. other passengers were notified at 7 PM the night before that the flight was canceled. Our group woke up at three to 3:30 AM to catch a bus ride at 4:30 (something like that) to ****** to catch the flight. Once we arrived at the airport,  we saw the flight was canceled.  We then had to sit at the airport for two additional hours before EF Tours had a plan for us. That plan only entailed getting us to a hotel. *************** did rebook us for  a flight the following day about 26 to 28 hours later. I contend that EF Tours, since their business is taking care of vacationers, they should have (at 7 PM the night before) made arrangements for us to do something different the day of our original flight. We should not have had to wake up at 3:30 in the morning to catch a bus ride to an airport that wasnt going to do anything for us. They  should have Made arrangements for us to do something different the day of our original flight. They couldve given us options as to things to do that day something like an excursion to *******, another excursion into ******, an excursion to another tourist site that  we didnt see already.  there were lots of options, and instead, they did nothing at all. They Had us wake up at ************* in the middle of the night to a destination that made no sense. We sat in the airport for two hours for them to make a decision. And then we sat all day in a hotel with nothing to do.  we werent even in the city of ******. There was nothing to walk to you that day and do they gave us a few obscure options once we arrived at the hotel about  noon or 1 oclock maybe it was even later I dont remember. But for somebody whos in the business of taking care of tourists they did a really bad job 

  [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,

  *****

   

   

  

  Business Response

  Date: 11/08/2023

  Hello *****,
  
  Thank you for your continued dialogue in this matter. We completely understand the frustration and disappointment and disturbance caused by the unexpected flight cancellation,and we appreciate your patience and feedback regarding your travel disruptions. Regrettably, and as earlier mentioned, flight disruptions, including cancellations and schedule changes,fall under the purview and control of the airlines. As a third-party vendor, we rely on the information provided by the airlines for flight updates and rebooking options and are not able to make alternative arrangements without accruing additional fees to the travelers impacted.
  
  While we strive to ensure a smooth travel experience for all our passengers, the re-protection and adjustment of flight itineraries in such situations are determined solely by the airline. Unfortunately, this means we have limited control or capacity to provide alternate plans or activities when there are unforeseen changes to flight schedules. As a result, making last-minute arrangements, especially for hotel stays or alternative activities during flight disruptions, can be complex and challenging due to the logistical aspects and our contractual agreements with various vendors.
  
  We sincerely apologize for any inconvenience caused by the unexpected delay and lack of proactive measures. We will continue to review our processes and work towards improving communication and alternative solutions within the constraints of these situations to enhance our travelers' experiences.
  
  Your feedback is crucial for our ongoing efforts to enhance our services, and we appreciate your patience and understanding as we navigated these situations. Should you have any further questions or concerns, please feel free to reach out to the team member you have been working with directly at EF Go Ahead Tours. Thank you again for your time and feedback.
  
  In Gratitude,
  EF Go Ahead Tours

  Customer Answer

  Date: 11/13/2023

  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 again agree that the canceled flight is not their fault, however, it was cancelled more that 12 hours before the flight and the **** company did NOTHING to let us make decisions the evening before, as well as the next 24 hours.  Our flight the following day was later that the original, so again we WASTED over 30 hours where we could have been enjoying IRELAND, rather than doing NOTHING. EF GoAhead is a **** company, we paid them the amount they requested to provided us with experiences and sightseeing.  THEY CHOSE to do NOTHING until the tour guide called them at the airport. My complaint is the lack of action after the flight was announced as cancelled.  If they can't track a flight for 35 people, they should not be in the Tour Business.  I can't strongly enough assert that they should have given us options at 7 pm the night before the cancelled flight.  
  
  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:10/22/2023

  Type:Customer Service 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 understandably cancelled our tour for ************** I have requested my $11,825 to be refunded four times. Twice on the phone (10/9 & 10/11) and twice by email (10/12 & 10/17). They kept stalling, repeatedly pushing an alternate tour (also later cancelled) or take a limited-time voucher for a future tour. Three times I was told I would get a response or a manager would call me within two days. Never happened. All refund requests have been totally ignored.

  Customer Answer

  Date: 11/02/2023

  I have not heard from the business in response to my complaint.  Their refusal to ever call or communicate about the refund is both baffling and irritating.

  

  Business Response

  Date: 11/06/2023

  Dear *****,
  Thank you for contacting us on the Better Business Bureau. We understand and share your disappointment over the cancellation of your ******, ****** & ***** tour. Your patience and understanding during this challenging time are sincerely appreciated.

  The changes to the itinerary were a direct consequence of the ongoing conflict and unrest in ******, which significantly impacted the operational feasibility and safety of the tour. As such,the decision to cancel the tour was made for the safety and well-being of our travelers, aligning with the priority of ensuring a secure and enjoyable experience for our travelers.
  

  In adherence to the terms and conditions you electronically signed on March 26, 2023, we regret to inform you that, due to the nature of the cancellation, a refund in monetary form is not possible. Instead, in accordance with these terms, a voucher for a future tour is due.

  We sincerely apologize for any confusion or inconvenience arising from the alternative tour offers or vouchers.Your understanding during these unexpected circumstances is valued.
  Should you require further clarification or assistance regarding the voucher or any other inquiries,please don't hesitate to reach out to our Traveler Support Team.
  

  Thank you for your understanding as we strive to navigate these unforeseen events within the guidelines stipulated in the terms and conditions.
  

  In Gratitude,
  EF Go Ahead Tours