Complaints

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

• Initial Complaint

  Date:02/19/2024

  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

• Initial Complaint

  Date:10/20/2023

  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 recently took a tour with EF go ahead tours., signing up nearly one year in advance. About a month after signing up, I called to include some add-on excursions. They offered trip insurance but after asking questions, declined the coverage. Fast forward 10 days before the trip I receive a rundown of my trip and add-ons. Low and behold, it included trip insurance at $449. I called to say I did not order this. I was on monthly auto pay, but never got a breakdown of how the amount was calculated. I only learned that the trip insurance was included just before the trip started. When I called, I was told I could not get a refund because the policy had been paid for. I reiterated I had not requested this coverage. Their answer was that they could cancel the policy but I would not get a refund. I explained again that thus was EFs error in ordering the policy. Now no responses from EF. This is one of many social media posts describing the lack of integrity of this company. I would expect a full refind.

  

  Business Response

  Date: 10/30/2023

  Hello ***,
   
  Thank you for contacting us on the Better Business Bureau. We appreciated the time you took to work with one of our Customer Loyalty and Engagement team members to understanding your perspective on this situation. 
   
  As was discussed, we have made the exception to refund your insurance premium of $449, in light of the miscommunications and failures to set appropriate expectations at the time of your booking. We appreciate your understanding and patience as we worked through this matter. 
  Please don't hesitate to follow up with the team member you were working with if there are additional questions or if you need further support in this matter.

  In Gratitude,

  EF Go Ahead Tours

• Initial Complaint

  Date:10/13/2023

  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 booked a trip to ****** with EF Go Ahead tours for November 4th 2023 to November 13th2023.EF Go Ahead canceled due to the war. I would like to have the money refunded to my account but they offered a voucher to use for another trip and the customers have to use the voucher before **** for any future trip. I am not interested on booking a new trip, bur they not willing to issue a refund

  Customer Answer

  Date: 10/24/2023

  [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:10/10/2023

  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.

  We purchased a European tour through EF GoAhead. We paid for the tour, flight upgrade and optional excursions all in advance and paid by direct EFT from our checking account. This tour was from 8/6-8/19/2023. Within a week prior to the tour, they advised that the ************** excursion we had book and paid for a $129 per person ($258 total) was not available based on the day of the week they booked us for (Tuesday). Prior to our tour departure (8/4/2023), they issued a refund by check to us in the amount of $238, not the $258 we had paid. Apparently they are now saying that we canceled the excursion. This was not the case as they canceled it because the site was not open on the day that EF scheduled us for the excursion. Since this time, we have not received any refund of the additional $20 owed and they have refused to acknowledge this. Emails, invoice and other documents attached. While on tour, EF offered an alternate excursion to ************* for us based on this other cancellation. We agreed to this option thinking that we would be charged the pre-tour price of $119 per person. Instead, they charged us $129 per person stating that we booked this while on tour. In an email of 9/19/2023 (attached), they agreed to refund this additional $20. However, the $20 they claim to have posted to our credit card has never been received. We have tried to get them to speak to the bank and have provided documentation to them and still no response or $20 refund/credit. Also while on tour, EF canceled two (2) additional excursions. One to ********** ($145 per person x 2) and the other a walking food tour($99 per person x 2). They have agreed to refund these amounts and have issued a credit to our credit card for $238 on 9/22. However, they say they are going to issue the balance of $250 by check and we have received nothing. All we are asking for is what we are owed, a total of $290 and details of when and how we will receive these refunds. No response from EF.

  

  Business Response

  Date: 11/06/2023

  Hi ******,

  We thank you for reaching out to us on to the Better Business Bureau and appreciate the opportunity to address the concerns surrounding the refund related to the ************** excursion. Your satisfaction is incredibly important to us, and we genuinely appreciate your patience and understanding as we work to resolve the issues regarding the ************** excursion.
  

  We've delved into the transactional records, and I'd like to take a moment to offer a detailed breakdown to provide clarity on the situation.
  Original Purchase and Refund:
  

   

  On May 22, 2023, the ************** excursion was initially booked at $119 per person, totaling $238.
       Regrettably, on July 31, 2023, the excursion was removed, prompting an immediate refund of $238, which was duly processed by August 3, 2023.
  

  On-Tour Re-Addition and Late Fee:
       On August 18, 2023, while on tour, the ************** excursion was reinstated via the mobile app as you did participate in the alternative ************* excursion as noted in the description of the ************** excursion.
       A $10 late fee per person was applied, making the total cost $129 per person or $258 in total.
       We understand that the late fee, a standard practice for on-tour additions, may have caused confusion.
  

  Resolution and Refund Confirmation:
       A refund of the $10 late fee per person, totaling $20, was processed and credited back to your Mastercard on file as of September 1, 2023.
  

  We recognize how these transactions might have led to confusion and appreciate your patience and understanding as we navigated the complexities. Your trust in us means a lot,and we are deeply committed to rectifying any concerns promptly. If there are any further questions or if you need additional assistance, please don't hesitate to reach out. Your satisfaction remains our top priority, and we're here to assist in any way we can.

  In Gratitude,

  EF Go Ahead Tours

  Customer Answer

  Date: 11/07/2023

  [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,
  
  *************************