Complaints

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

• Initial Complaint

  Date:09/15/2024

  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.

  I and my adult daughter, went on a tour to ****** June 20-July 3rd. During that time the tour director canceled two pre paid excursions due to low enrollment. I was told I would be refunded $488 dollars with in 8-10 weeks . To date I have received nothing. Post your customers are directed to send emails to resolve problems. I have sent three emails and discussed this issue, and nothing has been resolved. Customers are hounded to pre enroll and pay for excursions prior to the tour departure. I feel taken advantaged of by this tour company. I want my money refunded!

  

  Business Response

  Date: 09/17/2024

  Thank you for reaching out via the Better Business Bureau. We apologize for the frustration caused by the delay in processing the cancellation and refund for the excursion that was prepaid but unfortunately canceled during your tour.

  We understand that this delay has been inconvenient, and we want to assure you that our team has provided transparent and timely updates regarding the issue. A recent company-wide update has impacted our ability to process and report canceled excursions promptly, leading to an unfortunate backlog. We are actively working to resolve this backlog and improve our customer service.

  We have already contacted our finance department to expedite your request and a representative has reached out to you to confirm the refund details. We appreciate your patience as we work through this process and please accept our sincere apologies for any inconvenience this situation has caused.

• Initial Complaint

  Date:09/13/2024

  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.

  So we booked a trip to ****** with Go Ahead Tours in Sep of 2023. We paid for the insurance (which they made us) and the deposit totally $1200. I called today Sep 13, 2024 letting them know we had a serious family emergency so therefore we couldn't go, we needed to cancel. They said the cancellation fee was the entire amount we paid, even the deposit and we couldn;t get any money back. We only had 3 days after booking to cancel to avoid the cancellation fees. This has to be illegal to keep all of our down payment. Even the deposit should at least be refunded. We are very upset and do not think they can do this to customers. Please get us our money back for what we paid...

  

  Business Response

  Date: 09/16/2024

  Thank you for reaching out to us via the Better Business Bureau. We have reviewed your reservation for your August 2025 trip and wanted to clarify a few details.

  Firstly, we currently do not show that your booking has been officially canceled. If you are considering canceling, we recommend contacting our Traveler Support Team at your earliest convenience, as cancellation fees are based on when the cancellation is requested.

  Regarding our cancellation fees, these are outlined in our Terms and Conditions. As noted under Terms of Reservation, after 72 hours from booking, the initial reservation fee becomes non-refundable due to non-recoverable costs associated with the reservation. Additionally, the document details how additional cancellation fees apply based on the timing of the request. Our Terms and Conditions are on our website for your review.
  We also encourage travelers to consider travel insurance, either through Go Ahead or another provider, to help cover cancellation fees if the reason for cancellation is covered under the policy. As you purchased an insurance package through Go Ahead, you may wish to contact the insurance provider to explore whether your cancellation fee could be reimbursed under their terms. Our Traveler Support Team can provide you with the insurance provider's contact information for further assistance.

  We understand your concerns regarding cancellation. However, as our team begins work on bookings as soon as they are confirmed, we must enforce these policies to cover associated costs. This is why we advise travelers to review our Terms and Conditions before confirming a reservation,ensuring full awareness of any potential fees.

  While we are unable to make an exception to this policy, as it applies to all travelers, we are here to support you as you decide how to move forward.
  

• Initial Complaint

  Date:09/03/2024

  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 paid 6533. for my flight/travel and hotel accommodations to Go-Ahead Tours. I was put on a standby flight which contributed to my luggage being rerouted for 4 days. Instead of following the flight itinerary that I received for the tour company I was placed on a different flight plan. This was not communicated to me.

  

  Business Response

  Date: 09/10/2024

  Thank you for sharing your concerns on Better Business Bureau, and apologies for the frustration this situation has caused. It's completely understandable why the changes to your flight and the delay in receiving your luggage would be upsetting, especially while traveling.

  To clarify, Go Ahead Tours arranges flights for travelers, but any changes to flight itineraries, such as delays or rerouting, are made by the airline and are beyond our control. While every effort is made to notify travelers when we are informed of changes, its not always possible to catch them all. This is why we recommend downloading the airlines app and ensuring direct communication from the airline to stay informed about any last-minute adjustments.

  Regarding your lost luggage, we understand how difficult it must have been to be without your belongings for several days. Our on-tour support team was in communication with the tour director and monitoring the situation closely to offer assistance where possible. However, the airline is ultimately responsible for handling lost luggage, and while we cannot expedite their process, we fully understand the frustration this caused.

  Please know that a team member has already reached out to speak with you about your experience. Were here to support you as much as possible, and were happy to assist with any further questions or concerns regarding your travel experience with Go Ahead.

  Customer Answer

  Date: 09/13/2024

  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. 

  Thank you for your response. However, once you decide to provide/profit from a service such as flight itineraries etc. You bear some responsibility for when things dont go according to plan. I brought my complete package from Go Ahead Tours. If you declare that your company is exempt from all liability when it relates to flight plans then whos responsible, your customer? I was placed on a standby flight which I believe contributed to the lost luggage situation. As it stands now, Im the only one that is at a loss. After nearly 4 days of lost luggage, yes, the airline replaced some of my expenses related to necessities. But, what about the loss of my experiences?  I didnt get to experience the Acropolis and other events.   The only thing that I did was trust my vacation experiences to Go Ahead Tours.  My grievance is with the company for which I exchanged money.  In fairness to your customer, my only request is that your company comp some of my next adventure.  

  

  Business Response

  Date: 09/23/2024

  Thank you for sharing your concerns. We understand how this situation affected your travel experience, and we appreciate the opportunity to address your feedback.

  We have reviewed your conversation with our representative, who investigated the issue of your being placed on standby. Unfortunately, the investigation was inconclusive, as the ticketing information on our end does not indicate that your flight should have been subject to standby, so it remains unclear why this occurred. While we empathize with the frustration this caused, flight-related changes, standby issues, and lost luggage are ultimately handled by the airline, which is why they provided compensation for some of your related expenses.

  We understand that lost luggage and missed experiences can be disruptive to a trip, impacting your ability to fully enjoy the tour. This is why we encourage travelers to consider travel insurance for future trips, as it helps cover unexpected situations like these.

  We take all traveler feedback seriously and carefully reviewed your request for compensation. However, in this case, we do not believe additional compensation is warranted.

  We hope that, despite these challenges, your overall tour experience was enjoyable and appreciate your understanding as we continue to review this matter.

  Customer Answer

  Date: 09/23/2024

  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. 

  [I think you totally missed the point. Travel protection at the expense of the customer should be when the customer have to make last minute changes to a trip. It shouldn't be at the customer's expense to be reimburse for when companies do not perform their jobs correctly. Also, if your company would have cared enough about my lost experiences and given some type of credit vouchers this would have been a win win for us both. At least the credit voucher would have possibly continued future  business between us. Also, it would have given me the opportunity to make up for the lost experiences by gaining new ones. Instead we are ending this relationship on a sour note. This stance for me only cemented your lack of care and concern for your customers. Thanks for your time.
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Lajayne

   

   

• Initial Complaint

  Date:08/30/2024

  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 called EF GO Ahead Tours to see about a tour to ****** .. I spoke to a representative who explained to me the tour dates I was trying to travel was full.. I can be placed on a waiting list, however I need to put a $300 deposit down ( refundable because I'm on a waiting list ).This was on August 13, 2024.. After I paid ans was placed on the waiting list zi called back to see how long before I would know if it's available..That's when I was told it's a possibility nothing could be available. So I then requested to be removed off the waiting list on August ******* and received a confirmation email stating I should receive my money within 2 to 3 business day back to the form of payment..It is now August 30, 2024 nothing..Icalled this company twi w today and was switched to a recording stating I have 10 people ahead leave my number they would call back..no call back or no money

  

  Business Response

  Date: 09/04/2024

  Thank you for contacting us through the Better Business Bureau. We sincerely apologize for the delay in processing your refund. This was due to a company-wide system update that temporarily slowed our refund process.
  We have escalated your case to our finance team, and they have confirmed that your refund was processed today, September 4, 2024. You should see the refund in your account within 2-7 business days. If the refund does not appear within this timeframe, please reach out to our Post Tour Team by visiting our *********** on our website.

  We apologize again for the inconvenience and appreciate your patience. Thank you for bringing this to our attention.

  Customer Answer

  Date: 09/04/2024

  [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:08/21/2024

  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 trip to ****** 8/10/2024-8/16/2024. Flight from ********** to ************ and then from ************ to ******. Flight to ****** was cancelled at 2 am with no further instructions. I contacted emergency line to EF. Was told to book another flight. EF was not helpful in providing instruction or assistance. I had to book a hotel and another flight on my own. With the change in flight, my luggage was lost--for 4 days! I contacted EF every day to assist me in locating and obtaining my luggage. The line was out of service and I was not able to obtain any assistance. After returning from trip, I was instructed to file a claim. This was yet another headache as the process is not easily navigated. This company is terrible and misleading in their representation. I was completely on my own to rectify the situation. No one has followed up with me and I still cannot contact anyone as the number is "being updated".

  

  Business Response

  Date: 08/26/2024

  Thank you for bringing your concerns to our attention using Better Business Bureau. We sincerely apologize for the difficulties you experienced during your recent trip. Your feedback is invaluable, and we take these matters seriously.
  We understand that the unexpected flight cancellation and subsequent challenges, including the loss of your luggage, caused significant stress and impacted your trip. We regret that our emergency line did not provide the assistance you felt was needed at the time, and were truly sorry for any inconvenience this may have caused.

  We were aware of the unfortunate flight cancellation you encountered, and by the time we spoke with you, you had already been rebooked on a new flight. To ensure everyone on the tour was informed, we made sure to notify specific people on tour about your situation. We do not have it noted that a new flight needed to be purchased. Additionally, we had your contact information on file to facilitate communication and provide updates if necessary.
  While we strive to set the best expectations and prepare travelers for delays or cancellations, we could not guarantee that your luggage would arrive on time after the rebooking. We discussed this with you at the time and advised you to keep all receipts for your insurance claim. We also recommended working with your Tour Director to locate shops where you could purchase necessary items once you had arrived.

  Regarding your luggage, we must clarify that, as a tour operator, we do not have the ability to track the location of your luggage on your behalf. Since we are not the airline, we do not have access to the information required to locate lost baggage. Additionally, we cannot pressure airlines to prioritize locating luggage for our travelers over others. We regret that this aspect of your travel was so frustrating, and we understand how it impacted your overall experience.
  We apologize if you had difficulty connecting with our on-tour support number. We are unaware of any outages that may have impacted the line, but we understand how frustrating it must have been if you were unable to reach us during a critical time.

  Since your return, we have been in contact to assist with the insurance claim process. We are more than happy to continue supporting you in this next step to help you get your out-of-pocket costs reimbursed. We recognize that this process can be challenging, and were committed to offering you all the assistance you need.

  If you have any further questions or need additional support, please do not hesitate to reach out. We value your feedback and appreciate the opportunity to work with you toward a satisfactory resolution.

  
  Best,

  EF Go Ahead Tours 

  Customer Answer

  Date: 08/26/2024

  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,

  ********

  After the flight out of ************ was cancelled, the announcement was that the next flight out was the follow evening at 8 pm. Not that anyone was on it. 
  EF did not assist me and I had to book a flight on my own after obtaining a hotel ON MY OWN.  I was up till 5 am attempting to get back on track with my vacation. 
  EF not once, attempted to assist me, follow up or provide any support in any way. 
  I lost a day of my travel time, the welcome dinner/meet and greet. EF and /or my tour guide could have assisted me in tracking down my luggage so that I did not have to utilize my vacation time to do it on my own. I lost valuable HOURS of my vacation due to the lack of support. 
  I am still not able to speak directly to anyone at EF. I have called numerous times within the last 10 days. I expect a refund for time missed, and I WILL NOT be going on the Ireland tour in December. This trip will be cancelled and I will not pay any cancellation fees. EF should be calling me to rectify the disaster and follow up.  

  

  Business Response

  Date: 09/03/2024

  Thank you for bringing your concerns to our attention. I wanted to let you know that one of our representatives has reached out to you and will be speaking with you directly about your requests.
  

  Working with the representative will help ensure that your concerns are fully understood, and they'll discuss possible next steps based on your feedback. Additionally, they will review our cancellation policy with you and explore how you would like to proceed with your future booking. They will also assist you with any insurance-related questions, as you have an insurance protection plan that covers delays and any missed components of your tour due to those delays.
  

  We appreciate your patience and look forward to resolving this matter to your satisfaction.
  

• Initial Complaint

  Date:08/13/2024

  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.

  August ****** I poked a trip to ****** with ********* Tours called the London Experience. The trip was $3700. The fist day in ****** all the things we did, the driver just drove through so we could look at things for example Big **** The were Only two days we did things on the tour. We have three days on our own. I was in a room by myself and had to pay an extra $900. The hotel was ************** and it was only a 3 *********** So I thought I was getting a double room. My room was so small thst it toke Only three steps to get to the bathroom. All the other tours I did cost me $304. EF Go Tours told me if they did not booked my flight, they would not provide transportation to hotel. So that was $1700. So this whole trip **** me over $6600. I feel like I was taking advantage of. I should have gotten. Double room since I paid for. I am requesting that my $900 I paid for a Double room be refunded.

  

  Business Response

  Date: 08/22/2024

  Thank you for reaching out to us via the Better Business Bureau to share your concerns regarding your recent tour. We appreciate the opportunity to address these issues directly with you.

  We have thoroughly reviewed your concerns to determine if compensation is warranted. Based on our investigation, we believe the services provided align with our company standards. The quality of the accommodations and the itinerary were as advertised.

  Regarding your accommodation, its important to note that single rooms in *************** can differ from those typically expected in **************** We outline this in our terms and conditions under the rooming clause, so travelers are aware that rooms may be smaller and may not include a double bed. Our hotel contracts are based on double occupancy rates, and if a traveler requests a single room, an additional charge is applied. However, this does not guarantee a room of the same size as a double-occupancy room, as single travelers are often placed in rooms designed specifically for single occupancy. Room allocation is ultimately at the discretion of the hotel, not EF Go Ahead.

  As for the hotel quality, the property provided was within our standards as a 4-star hotel. Additionally, regarding the discrepancy in the cost of your single room, our records show that the total charge was $680.

  Concerning airport transfers, we do not arrange these for travelers who book their flights independently. However, we provide the flexibility for travelers to make their own flight arrangements and coordinate their own transfers if they prefer.

  Lastly, we want to address your feedback about the itinerary. The tour you selected is one of our City Stay tours, which, as clearly stated on our website, offers more free time compared to other tours. We spread out the attractions over six days, allowing for independent exploration, which is a hallmark of our City Stay tours. The itinerary also specifies whether attractions are visited by bus or on foot. We understand that your expectations may not have aligned with the tours structure, but we believe our companys standards were upheld.

  Thank you again for sharing your feedback. We value your input and hope that your overall experience in ****** was a memorable one. 

  Customer Answer

  Date: 08/22/2024

  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.]

   The  hotel was probably $680 but E F Go Ahead Tours charge me an extra $900 for that small single room. I was told that because I was in the room by myself and the ************ booked for Double Occupancy. 

  I was told that some called ******************* on August 6. A trip advertised for $3700  cost me $6300. The flight was $1700.  So the extra was the additional cost for the room,. I would not have mind if the room was a double with two beds. It was so small when you open the door, you were at the bathroom. The tour company toke advantage of me. I will not travel with E F Go Tous again. I know it is their business to make money but this was unethical. 

   

  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: 08/29/2024

  Thank you for your continued dialogue on this matter. We want to clarify that we do not assign smaller rooms to take advantage of customers or to profit from substandard accommodations, especially since room assignments are not made by Go Ahead. Its important to recognize that hotels may allocate rooms differently, even when costs are the same. The additional $680 you paid for the single room is listed separately and clearly noted on your invoice. This additional cost applies to all travelers who request a single room on our standard tours, with the price varying depending on the destinations and cities visited. We understand that this can be frustrating for those who prefer not to share a room or who are traveling alone.

  To better address this concern, we have begun curating tours specifically for solo travelers. However, we want to emphasize that the amount charged and the room provided are typical for single occupancy in ******, where smaller rooms are common, and double beds are not always guaranteed. The smaller room was not intended as an insult, nor is it indicative of lower quality.

  We regret that this experience has led you to question our reputation, and were saddened to hear that you may not travel with us again. While we are unable to offer a refund for this charge, we remain committed to supporting you with any further questions or concerns. We wish you all the best in your future travels and appreciate you sharing your feedback with us.

• 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 is purposely misleading the consumer about the product they are selling. They failed to forfill they service that they claim to provide. Myself and 30 other people were left 4 times without a "tour guide" we had to wait each time one was being replaced. The trip was a compete stress from landing in ****** to leaving ****. We asked prior to the tour how long were guided tours, with a response of no exact time frames. We could not plan accordingly we asked in the first day to be added to a tour at the *******... with each director we got " probably" I will let you know. With no answer until the night before the tour. I was provided the wrong flight information coming home with no assistance for the ***** number we were disconnected she never called me back to see if we were safe nothing I contacted the tour director via the app... no response letting her know we had the wrong flight information.While the tour did not provide me nor 30 others the experience it claims to give. I emailed my review to tye company set up a talk with *****. About a week goes by and we are told no refunds would be given. The is consumer preying. We gave them detailed amounts of our complaints.I feel the entire trip should be refunded.

  

  Business Response

  Date: 07/29/2024

  Thank you for your feedback and for communicating your complaint through the 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. However, we do not include specific timeframes as schedules may need to be adjusted for various reasons, and we indicate on our itineraries when there is free time for travelers to book their own activities. We recognize that sometimes travelers' expectations may not perfectly align with our offerings and apologize if the impression given was that the guided tours would be longer.

  We are pleased to hear that you were able to attend the Vatican excursion.Due to the nature of the reservation, we cannot guarantee immediately that a ticket can be reserved if requested while on tour since the Vatican is such a popular and busy tourist destination. Therefore, we wouldnt want to confirm whether or not it was a possibility until a ticket was secured.  We understand that the late notice isnt ideal and apologize that the confirmation wasnt until the evening before.

  We highly value customer feedback and want to ensure that all concerns are addressed. However, we do need to consider and investigate whether the advertised services were provided. In this instance, we believe the components included in this tour were provided accordingly and, therefore, do not think a refund is due. Regarding your mention to 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 understand that there were unforeseen issues regarding the Tour Director, which are not typical. However, we ensured that a trained Tour Director was always with the group. We recognize that this did not align with customer expectations and will be offering the whole group a form of compensation. We hope that this shows that we are committed to customer satisfaction.

  Regarding 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. 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 details needed to successfully navigate your return flights.

  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: 07/30/2024

  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. 

  [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: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,
  
  *****************************