Complaints

• Initial Complaint

  12/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

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

  

  Business response

  12/31/2024

  Thank you for reaching out through the Better Business Bureau.

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

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

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

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

  Customer response

  01/08/2025

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

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

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

• Initial Complaint

  12/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

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

  

  Business response

  12/19/2024

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

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

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

• Initial Complaint

  12/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

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

  

  Business response

  12/13/2024

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

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

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

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

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

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

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

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

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

• Initial Complaint

  11/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

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

  

  Business response

  11/18/2024

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

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

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

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

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

  
  

  Customer response

  11/21/2024

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

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

   

  

  Business response

  12/03/2024

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

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

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

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

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

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

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

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

  
  

• Initial Complaint

  11/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

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

  

  Business response

  11/13/2024

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

  Customer response

  11/14/2024

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

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

  ********

   

   

• Initial Complaint

  10/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

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

  

  Business response

  10/31/2024

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

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

• Initial Complaint

  10/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

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

  

  Business response

  10/30/2024

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

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

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

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

  Thank you again for sharing your concerns.

  Customer response

  11/05/2024

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

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

  ******

   

   

  Customer response

  12/30/2024

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

   

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

  

  Business response

  01/08/2025

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

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

• Initial Complaint

  10/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I took a tour to **** with the company departing August 1. This was paid in full May 1 including extra excursions one of which was a cooking class/demonstration in **********. The tour only had six people sign up which was below the minimum so cancelled. I was told my refund would occur after the tour director submits his paperwork. After being home 2 months I inquired where my refund was. First excuse I can expect my refund first week of October. Nothing. Two weeks later was told the staff is in meeting when they return. Now we are at the end of October and I receive no correspondence. I want my credit. They have my money for 5 months now. Just apply a credit to my card. Yet everyday I receive numerous emails and texts to book another trip. How about returning what is mine before I give you more of my money.

  

  Business response

  10/25/2024

  Thank you for bringing this matter to our attention, and apologies for the delays and communication issues surrounding your refund. Waiting so long for a resolution is understandably frustrating, especially after completing your tour.

  Its our understanding that youve confirmed receiving the refund, which has been successfully credited back to your card. To prevent similar experiences in the future, our team is actively working on streamlining this process to be more efficient and customer-focused.

  Thank you for your patience and understanding as we improve our service. If theres anything further we can assist with, please feel free to reach out.

• Initial Complaint

  10/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ********************************************** October 18, 2024 EF/Go Ahead Tours Center *********************************************** To Whom It May Concern,I was on the August tour of EF/Go Ahead Tours Ancient **** and ************. While on the tour, we learned that the Nazca Line excursion had been canceled. **********, our tour guide, stated that EF/Go Ahead Tours would process the refunds once the tour was complete. A week after returning home in mid-August, I inquired about how to initiate a refund. I was advised that refunds would be processed as soon as the tour director submitted their final report. I contacted EF/Go Ahead Tours a second time, speaking to a representative, and was informed it appeared a refund to my credit card was done but was declined. I explained that the credit card on file was stolen and replaced with a new number. The representative stated she would note the incident in my account, escalate my refund request, and request a check be issued. She concluded that refunds are usually mailed on Fridays and that I would have my refund the week of October 7, 2024. My third contact with EF/Go Ahead Tours was regarding the refund delay. I was assured that my refund request was being processed. Additionally, the agent stated there would be a corporate meeting the week of October *****, so there might be a delay in receiving the refund.This morning, Friday, October 18, 2024, I contacted EF/Go Ahead Tours a fourth time and spoke with ***, a tour agent, regarding the canceled excursion. He placed me on hold to speak with the finance department. He returned a few minutes later, stating that my refund and other requests were being processed. He said my credit card account should be credited on Wednesday, October 23, or a check will be sent. The delay in receiving my refund makes me question whether I will travel with EF/Go Ahead Tours again. Disappointed customer,**** ***** cc: **********************

  

  Business response

  10/21/2024

  Thank you for bringing your concerns to our attention, and we apologize for the delay and frustration caused by the refund process for the canceled excursion.

  To clarify, refunds must first be attempted through the original form of payment. In this case, the refund was processed to the credit card on file, but it was declined due to the card being replaced.

  As our representative mentioned, we escalated the request and noted the situation in your account. We apologize that we couldn't get this resolved sooner and you felt it necessary to follow up with us. The refund has been processed successfully on our end. A member of our team contacted you to confirm this with you. You can expect either the credit to be applied to your card or a check to be issued following this step. 

  Apologies for any confusion or delays, and appreciation is extended for your patience. Despite this experience, we hope youll consider traveling with us again in the future. If there are any additional questions or further assistance needed, our team is here to help

  Customer response

  10/21/2024

  [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

  10/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called the tour company to see if I could join the Greece tour that my friend had signed up for. They said I could go but I would have to pay upfront the full amount which I did. They took it out of my checking account because they did not take Amex. That same day I recieved an email stating I could no longer go on the tour and my money would be refunded. It has been 3 weeks and no money. I have called everyday. I'm at a loss at what to do. They have on their website 100% refund guarantee if within certain dates which I was totally within, and a lady named ******* ***** stated verbally on the phone to ***** discussed, since we are so close to departure, you will be required to pay in full at time of reservation. We will reach out to internal teams to confirm all details. Teams would reach out within 5-7 days with confirmation or denial. If denied, you will be eligible for full refund. You can see more details here. Last I heard in spite of numerous attempts to reach her

  

  Business response

  10/22/2024

  Thank you for reaching out to us via the Better Business Bureau. We sincerely apologize for any frustration or concern caused by the delay in processing your refund. Please be aware that refunds for payments made via direct debit cannot be returned directly to a bank account. Instead, a check is issued and sent to the traveler's address on file.

  Issuing checks typically takes 3-5 weeks from the request date. We apologize if this timeline was not clearly communicated during your initial call, and for any inconvenience caused. A representative later provided clarification on the process and shared specific dates for when your check will be processed and sent.

  If you do not receive the check within the expected timeframe, please don't hesitate to reach out to us. You can contact us by phone or through our *********** on the website for further assistance.

*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. ↩