Thank you for contacting us. We are sorry that you had to cancel your tour. We try to make our booking conditions and cancellation fees clear on our website, in our literature, and during the online enrollment process. It looks like you had signed our booking conditions on...
04/30/2015 when your account was opened online. The cancellation fees take into account the planning and costs associated with arranging a 12 day European tour. If you would like to review the booking conditions, please visit www.eftours.com/BC. Thank you. EF Tours.
Thank you for being in contact. I looked into this account and the trip was scheduled for July 2017 and the account was cancelled in March 2017. At that time, the cancellation fee was $500, plus the non-refundable deposit and Global Travel protection plan. This is our standard cancellation fee, as...
per our booking conditions.Since you purchased the insurance, if the reason for cancellation is covered by insurance we can assist you in filing a claim. Please contact our Traveler Support Team for assistance filing an insurance claim.Sincerely, EF Education
Revdex.com:
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 # [redacted]. Please add your rejection comments below.
I would appreciate a return phone call from a MANAGER or higher. I will not even entertain anyone else returning my phone call or inquiry. As per the fees, the addition al insurance fee is not listed as a part of your cancellation fees so if it should be then that is something that needs to be addressed for future reference. Not as a part of my refund.
Regards,
[redacted]
Thank you for contacting us. It looks like a manager in the department reached out to you on 10/14/2016 at the phone number ending in [redacted]. We are very sorry to hear that [redacted] is no longer able to travel with us. Cancellation fees take into account the amount of planning and...
financial commitments that exist well before the tour departs. The cancellation fees that you referenced include the $95 enrollment fee, $155 global travel protection plan, along with the $300 cancellation fee. You had paid in $800 which would leave you with a $250 refund. The representative that you spoke with seems to have made an exception to refund you back your very recent payment from 10/14/2016, which is $50 more than your standard refund amount. If you have any further questions please feel free to contact us at ###-###-####. Best, EF Tours
Thank you for being in touch about your concerns. I see from our records that you spoke with a member of our Traveler Support Team on 11/19/2015, however the reason for yoru cancellation was not indicated in our internal notes. Reasons for cancellation that may be covered include the...
following: serious injury or illness requiring hospitalization, financial hardhsip due to unexpected job loss, jury duty, military call to active duty or severe damage to the home. You would need to file a claim with the insurance company to obtain this refund, providing the requested documentation.
Here is a copy of the travel coverage plan
www.eftours.com/coverage.
Please contact the Traveler Support team if you have any other questions or concerns.
Sincerely,
EF Education
Thank you for your inquiry. We are sorry to hear that you had a negative experience on tour. We have received your information and will be writing back a response that will detail what we are doing with your feedback and the information provided from Mr. [redacted]. If you have any other questions please contact us at 1-[redacted].EF Tours
Thank you for contacting us. We have reviewed your information and understand you are in a tough position. A customer service representative will be contacting you shortly to see what else we can do to help you. If you would like to contact us please feel free to call...
Revdex.com:
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 # [redacted].
I do not find that selling a group plan like this would require a cancellation penalty of $2800 when we have provided 89 days notice and the confirmations have not been made yet. i understand there is some work, and as I have said before, we are open to the $95 fee, plus a cancellation penalty of $500, I think that is reasonable. There is no justification to keep the remaining $2300 of my daughters money. As I have stated here, in emails, and in phone calls, my daughter cannot attend this trip due to summer school requirements, so she will not be on this trip, yet EF continues to contact me about more payments. I have been calling and leaving messages for a supervisor but have not not talked to one yet. Lastly, I was sold an insurance policy but never got any policy deck page or confirmation on this. Based on what I read when we signed up and what the customer service agent told me when we originally cancelled, this would not cover it anyway. Again, I know that there are rules in providing documentation on insurance policies, but this was never provided. Regards,
[redacted]
Revdex.com:
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 # [redacted]. Please add your rejection comments below.
Still unacceptable not to offer any compensation for their continuous blunders. Not very good customer service at all they could care less about your time and dissatisfaction. Not a customer friendly group at all! Beware of this group!!
Regards,
[redacted]
Thank you for your comments. We take safety and security very seriously.We amend our policies to accomodate customers and will continue to invest the option to allow our travellers to change their tour and or date.Please feel free to contact EF education with any other questions.Thank you.
Revdex.com:
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 # [redacted]. Please add your rejection comments below.
My daughter expectantly lost her summer employment. According to the cancelation coverage provided by EF Tours, which was paid for initially, the $300 cancelation fee should be covered under "unexpected loss of employment". Please revisit this complaint and request for refund.
Regards,
[redacted]
Safety is our number one priority. As an educational tour provider, we abide by guidelines defined by the US Department of State and operate with an abundance of caution on all tour itineraries that we produce both in terms of destinations that we travel to and types of activities that we offer....
At EF tours we have assessed the current situation in the Dominican Republic and are confident that there is no question regarding the safety of travelers on any of the several itineraries we offer in this destination. We have both full time and contract employees who work and reside in the Dominican Republic who have confirmed that there is no current concern about safety or infrastructure on the island which would negatively impact the quality of our tour itineraries or experience of our travelers. Additionally we have since had several US based staff members conduct site visits at our partner organizations on the island and we have confirmed that all areas that our tours travel to are fully operational and functioning as usual. Given the fact that we are several months in advance of the trip dates, we will certainly continue to monitor the situation, however, we expect no real lasting impact on any of our travelers headed to the island and as such have made the decision not to amend or cancel any trips to the island at this time. Since EF tours has not made the decision to proactively cancel this tour and the group leader at your sons schools has not requested to activate our Peace of Mind policy (to amend the itinerary or select an entirely new tour destination all together) any decision to cancel off the tour at the individual level is be subject to our standard cancellation fees. If you have any questions regarding our cancellation policy, you can find full details at the link below: [redacted] In the event that you would like to re-enroll your son on this trip we would honor 100% of the previous cancellation fees and reinstate these funds as a credit towards the tour balance.
Revdex.com:
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 # [redacted]. Please add your rejection comments below.
I was told by your representative and it is also in the paper work that was emailed and mailed to me that the additional insurance was for personal issues should they arise and that the cancellation with replacement of 150 days or more prior to departure would result in a Full refund less the non-refundable $95 Enrollment Fee*. If your companies cancel with replacement option is in fact a LIE and the insurance I paid for is WORTHLESS then your company should refund me the cost of the insurance I purchased for myself and for my daughter. If your not willing to at least do that then you are saying that EF tours is not willing to honor its insurance policy and does not wish to resolve this issue with me? If that is the case, your company used false advertisement to get me to purchase useless insurance and ripped me off. Not to mention the fact that it does not value all of its customers or their experience. I am a teacher and a tour director so I know that students travel all over the world all the time. However, this would have been my daughter's first time going abroad and she was afraid of traveling to a city where a terrorist attack had literally just happened. France had just declared war on Isis and the US State Dept had issued an alert and all of this freaked her out. She has anxiety and became extremely anxious and fearful. She did not want to go and I was not going to force her! Just because the other participants still wanted to go does not mean that everyone should have been required to travel under those circumstances. By requiring her to go or forfeit her money regardless of the insurance policy your company said would allow us to cancel suggests that your companies neither values its customers nor honors its agreements.Please let me know if you wish to honor your refund policy or refund the insurance that was falsely advertised to me.
Regards,
[redacted]
Hello. This complaint actually complains to EF Educational Tours and not EF International Language Centers. While we are sister products, we operate a separate businesses. I have cc'ed my coworker from EF Educational Tours here so she can provide more information as I do not have access to this...
customers records. If there is anything I can do to assist in this process, please do not hesitate to let me know. Thank you!
Revdex.com:
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 # [redacted]. .
Thank you for contacting us. We understand your frustration regarding the change to the dates. Ultimately, the group leader has the ability to change aspects of the tour on behalf of the travelers in order to satisfy the needs of everyone in the group. Our understanding...
originally was the group leader presented options to the group and everyone was in agreement with the change in dates. We then offered a fully transferable travel voucher for all cancellation fees, which is valid until the travel year of 2017 due to the change dates. We are again sorry that [redacted] is unable to travel on these dates, but hope she is able to in the future. Best, EF Tours
Revdex.com:
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 # [redacted]. Please add your rejection comments below.
I have already canceled the trip. That is not the problem the problem is the company is keeping $550 dollars. I was originally told when signing up the cancelation fee would be $95, if canceled in time. I canceled this trip 5 month prior. Because of attacks in Paris.
Regards, [redacted]
Revdex.com:
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 # [redacted].
I contacted EF Tours on 01/13/17 in response to a message left for me on 12/29/16. I was informed they had found an option for me to apply my $1100 towards. Unfortunately, due to the extreme length of time it has taken EF Tours to find any option for us whatsoever, it is not an option we are able to utilize.As a reminder, we were registered for the tour for a total of 3 weeks, a tour that was to take place 8 months from the date I cancelled. The cancellation fees for that amount of time totaled $1100. I have spent over 3 months attempting to compromise and find solutions. It is a ridiculous amount of effort and time, and it's preposterous to think EF Tours can justify keeping that amount of money for a registration period of 3 weeks.My husband and I have been more than patient and cooperative with EF Tours for months, with every possible solution originating from us, only to be told repeatedly that there was nothing else their company could do for us. We do not trust either this company or its representatives due to the lack of cooperation on their part, their repeated dismissal of our attempts to compromise and find solutions, and their constant and intentional attempt to draw out this process. We refuse to allow EF Tours to stall any longer. We have negotiated and cooperated long past a reasonable amount of time. The only possible solution is a full refund.
Regards,
[redacted]
Thank you for being in contact. EF Tours follows the recommendations of the State Department and we do not send our travelers to any country where a formal travel warning has been issued. We understand people may not want to travel to London and we have several options for travelers. ...
Groups close to departure can modify their itineraries or individuals can receive a future travel voucher, less non-refundable fees. The future travel voucher allows monies already paid to EF to be used for a future tour. I looked at your account and see that a future travel voucher has been issued to your son after his account was cancelled. This can be used for a domestic or international trip. It can also be used by other family members. Please contact our Traveler Support Team with any other questions.Sincerely, EF Education
Revdex.com:
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 # [redacted]. Please add your rejection comments below.
[redacted]
I don't agree with them but now I found out Costa Rica is on the list for the Zika virus. If trip is cancelled whereby I wouldn't send my child there I feel [redacted] should then get a full refund if other students do. Thank you
Thank you for contacting us. We are sorry that you had to cancel your tour. We try to make our booking conditions and cancellation fees clear on our website, in our literature, and during the online enrollment process. It looks like you had signed our booking conditions on...
04/30/2015 when your account was opened online. The cancellation fees take into account the planning and costs associated with arranging a 12 day European tour. If you would like to review the booking conditions, please visit www.eftours.com/BC. Thank you. EF Tours.
Thank you for being in contact. I looked into this account and the trip was scheduled for July 2017 and the account was cancelled in March 2017. At that time, the cancellation fee was $500, plus the non-refundable deposit and Global Travel protection plan. This is our standard cancellation fee, as...
per our booking conditions.Since you purchased the insurance, if the reason for cancellation is covered by insurance we can assist you in filing a claim. Please contact our Traveler Support Team for assistance filing an insurance claim.Sincerely, EF Education
Revdex.com:
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 # [redacted]. Please add your rejection comments below.
I would appreciate a return phone call from a MANAGER or higher. I will not even entertain anyone else returning my phone call or inquiry. As per the fees, the addition al insurance fee is not listed as a part of your cancellation fees so if it should be then that is something that needs to be addressed for future reference. Not as a part of my refund.
Regards,
[redacted]
Thank you for contacting us. It looks like a manager in the department reached out to you on 10/14/2016 at the phone number ending in [redacted]. We are very sorry to hear that [redacted] is no longer able to travel with us. Cancellation fees take into account the amount of planning and...
financial commitments that exist well before the tour departs. The cancellation fees that you referenced include the $95 enrollment fee, $155 global travel protection plan, along with the $300 cancellation fee. You had paid in $800 which would leave you with a $250 refund. The representative that you spoke with seems to have made an exception to refund you back your very recent payment from 10/14/2016, which is $50 more than your standard refund amount. If you have any further questions please feel free to contact us at ###-###-####. Best, EF Tours
Thank you for being in touch about your concerns. I see from our records that you spoke with a member of our Traveler Support Team on 11/19/2015, however the reason for yoru cancellation was not indicated in our internal notes. Reasons for cancellation that may be covered include the...
following: serious injury or illness requiring hospitalization, financial hardhsip due to unexpected job loss, jury duty, military call to active duty or severe damage to the home. You would need to file a claim with the insurance company to obtain this refund, providing the requested documentation.
Here is a copy of the travel coverage plan
www.eftours.com/coverage.
Please contact the Traveler Support team if you have any other questions or concerns.
Sincerely,
EF Education
Thank you for your inquiry. We are sorry to hear that you had a negative experience on tour. We have received your information and will be writing back a response that will detail what we are doing with your feedback and the information provided from Mr. [redacted]. If you have any other questions please contact us at 1-[redacted].EF Tours
Thank you for contacting us. We have reviewed your information and understand you are in a tough position. A customer service representative will be contacting you shortly to see what else we can do to help you. If you would like to contact us please feel free to call...
1-[redacted].Best, EF Tours
Revdex.com:
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 # [redacted].
I do not find that selling a group plan like this would require a cancellation penalty of $2800 when we have provided 89 days notice and the confirmations have not been made yet. i understand there is some work, and as I have said before, we are open to the $95 fee, plus a cancellation penalty of $500, I think that is reasonable. There is no justification to keep the remaining $2300 of my daughters money. As I have stated here, in emails, and in phone calls, my daughter cannot attend this trip due to summer school requirements, so she will not be on this trip, yet EF continues to contact me about more payments. I have been calling and leaving messages for a supervisor but have not not talked to one yet. Lastly, I was sold an insurance policy but never got any policy deck page or confirmation on this. Based on what I read when we signed up and what the customer service agent told me when we originally cancelled, this would not cover it anyway. Again, I know that there are rules in providing documentation on insurance policies, but this was never provided. Regards,
[redacted]
Revdex.com:
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 # [redacted]. Please add your rejection comments below.
Still unacceptable not to offer any compensation for their continuous blunders. Not very good customer service at all they could care less about your time and dissatisfaction. Not a customer friendly group at all! Beware of this group!!
Regards,
[redacted]
Thank you for your comments. We take safety and security very seriously.We amend our policies to accomodate customers and will continue to invest the option to allow our travellers to change their tour and or date.Please feel free to contact EF education with any other questions.Thank you.
Revdex.com:
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 # [redacted]. Please add your rejection comments below.
My daughter expectantly lost her summer employment. According to the cancelation coverage provided by EF Tours, which was paid for initially, the $300 cancelation fee should be covered under "unexpected loss of employment". Please revisit this complaint and request for refund.
Regards,
[redacted]
Safety is our number one priority. As an educational tour provider, we abide by guidelines defined by the US Department of State and operate with an abundance of caution on all tour itineraries that we produce both in terms of destinations that we travel to and types of activities that we offer....
At EF tours we have assessed the current situation in the Dominican Republic and are confident that there is no question regarding the safety of travelers on any of the several itineraries we offer in this destination. We have both full time and contract employees who work and reside in the Dominican Republic who have confirmed that there is no current concern about safety or infrastructure on the island which would negatively impact the quality of our tour itineraries or experience of our travelers. Additionally we have since had several US based staff members conduct site visits at our partner organizations on the island and we have confirmed that all areas that our tours travel to are fully operational and functioning as usual. Given the fact that we are several months in advance of the trip dates, we will certainly continue to monitor the situation, however, we expect no real lasting impact on any of our travelers headed to the island and as such have made the decision not to amend or cancel any trips to the island at this time. Since EF tours has not made the decision to proactively cancel this tour and the group leader at your sons schools has not requested to activate our Peace of Mind policy (to amend the itinerary or select an entirely new tour destination all together) any decision to cancel off the tour at the individual level is be subject to our standard cancellation fees. If you have any questions regarding our cancellation policy, you can find full details at the link below: [redacted] In the event that you would like to re-enroll your son on this trip we would honor 100% of the previous cancellation fees and reinstate these funds as a credit towards the tour balance.
Revdex.com:
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 # [redacted]. Please add your rejection comments below.
I was told by your representative and it is also in the paper work that was emailed and mailed to me that the additional insurance was for personal issues should they arise and that the cancellation with replacement of 150 days or more prior to departure would result in a Full refund less the non-refundable $95 Enrollment Fee*. If your companies cancel with replacement option is in fact a LIE and the insurance I paid for is WORTHLESS then your company should refund me the cost of the insurance I purchased for myself and for my daughter. If your not willing to at least do that then you are saying that EF tours is not willing to honor its insurance policy and does not wish to resolve this issue with me? If that is the case, your company used false advertisement to get me to purchase useless insurance and ripped me off. Not to mention the fact that it does not value all of its customers or their experience. I am a teacher and a tour director so I know that students travel all over the world all the time. However, this would have been my daughter's first time going abroad and she was afraid of traveling to a city where a terrorist attack had literally just happened. France had just declared war on Isis and the US State Dept had issued an alert and all of this freaked her out. She has anxiety and became extremely anxious and fearful. She did not want to go and I was not going to force her! Just because the other participants still wanted to go does not mean that everyone should have been required to travel under those circumstances. By requiring her to go or forfeit her money regardless of the insurance policy your company said would allow us to cancel suggests that your companies neither values its customers nor honors its agreements.Please let me know if you wish to honor your refund policy or refund the insurance that was falsely advertised to me.
Regards,
[redacted]
Hello. This complaint actually complains to EF Educational Tours and not EF International Language Centers. While we are sister products, we operate a separate businesses. I have cc'ed my coworker from EF Educational Tours here so she can provide more information as I do not have access to this...
customers records. If there is anything I can do to assist in this process, please do not hesitate to let me know. Thank you!
Revdex.com:
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 # [redacted]. .
Regards,
[redacted]
Thank you for contacting us. We understand your frustration regarding the change to the dates. Ultimately, the group leader has the ability to change aspects of the tour on behalf of the travelers in order to satisfy the needs of everyone in the group. Our understanding...
originally was the group leader presented options to the group and everyone was in agreement with the change in dates. We then offered a fully transferable travel voucher for all cancellation fees, which is valid until the travel year of 2017 due to the change dates. We are again sorry that [redacted] is unable to travel on these dates, but hope she is able to in the future. Best, EF Tours
Revdex.com:
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 # [redacted]. Please add your rejection comments below.
I have already canceled the trip. That is not the problem the problem is the company is keeping $550 dollars. I was originally told when signing up the cancelation fee would be $95, if canceled in time. I canceled this trip 5 month prior. Because of attacks in Paris.
Regards, [redacted]
Revdex.com:
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 # [redacted].
I contacted EF Tours on 01/13/17 in response to a message left for me on 12/29/16. I was informed they had found an option for me to apply my $1100 towards. Unfortunately, due to the extreme length of time it has taken EF Tours to find any option for us whatsoever, it is not an option we are able to utilize.As a reminder, we were registered for the tour for a total of 3 weeks, a tour that was to take place 8 months from the date I cancelled. The cancellation fees for that amount of time totaled $1100. I have spent over 3 months attempting to compromise and find solutions. It is a ridiculous amount of effort and time, and it's preposterous to think EF Tours can justify keeping that amount of money for a registration period of 3 weeks.My husband and I have been more than patient and cooperative with EF Tours for months, with every possible solution originating from us, only to be told repeatedly that there was nothing else their company could do for us. We do not trust either this company or its representatives due to the lack of cooperation on their part, their repeated dismissal of our attempts to compromise and find solutions, and their constant and intentional attempt to draw out this process. We refuse to allow EF Tours to stall any longer. We have negotiated and cooperated long past a reasonable amount of time. The only possible solution is a full refund.
Regards,
[redacted]
Thank you for being in contact. EF Tours follows the recommendations of the State Department and we do not send our travelers to any country where a formal travel warning has been issued. We understand people may not want to travel to London and we have several options for travelers. ...
Groups close to departure can modify their itineraries or individuals can receive a future travel voucher, less non-refundable fees. The future travel voucher allows monies already paid to EF to be used for a future tour. I looked at your account and see that a future travel voucher has been issued to your son after his account was cancelled. This can be used for a domestic or international trip. It can also be used by other family members. Please contact our Traveler Support Team with any other questions.Sincerely, EF Education
Revdex.com:
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 # [redacted]. Please add your rejection comments below.
[redacted]
I don't agree with them but now I found out Costa Rica is on the list for the Zika virus. If trip is cancelled whereby I wouldn't send my child there I feel [redacted] should then get a full refund if other students do. Thank you