Thank you for reaching out and expressing your concerns with our Global Travel Protection Plan as well as our cancellation policy. We are very sorry to hear that you felt misinformed about our policies as we never want our customers to feel this way. We try to make our policies accessible and clear...
on your online account as well as our website so as a consumer, you never feel misinformed.Attached are our Global Travel Protection Policy and our Booking Conditions which outline our cancellation policy for you to review on page 6. Our Global Travel Protection Plan covers some financial situations; however, it is not a ‘cancel for any reason’ policy. We deeply apologize if someone told you it was.We would love for you to still have the opportunity to travel and this is why when you had spoken with our Traveler Support Team for the first time on January 26th, 2017 when you cancelled, they offered some solutions such as utilizing our fundraising tool called TripFunder and/or speaking with your professor leading the program about Financial Aid or scholarship opportunities. We also have an option called ‘cancellation with replacement’ that we are still willing to honor until March 29th, 2017 if you find someone to take your spot on the program (you can view this option on page 6 of the attached cancelation policy). This choice would save you $400 in cancellation fees. Another option is if you change your mind and would still like to travel, we can reapply your cancellation fees towards the total program amount if you reinstate before March 29th, 2017. The last option you have is to contact the Travel Protection company (the phone number is on page 2 of the attached Global Travel Protection Benefits Guide) and inquire about whether or not your cancellation reason could be covered. If it could be covered, you can file a claim to get reimbursed for the $500 cancellation fee.Again, our sincere apologies for any miscommunication that may have happened in regards to our Global Travel Protection Plan and cancellation policy. We will strive to be more clear and transparent in the future.If you have further concerns, please contact EF College Study directly and we would be happy to speak with you more in-depth about the possible solutions outlined above.Best,EF College Study Tours [redacted]Traveler Support and Experience Manager,EF College Study Tours / EF/50Celebrating Fifty Years EF Education FirstEF Center Boston[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.
I was finally sent a copy of all invoices, booking conditions and insurance information on 4/5/2016. I still assert that copies of these should be sent by default as part of your forced participation in electronic billing. After reviewing the documents, it appears that I would fall under the "EF'S STANDARD CANCELLATION POLICY*" section of the Booking Conditions. In my case, the trip is currently scheduled a year out. The reason for my cancellation is because the trip is scheduled for a year out. At the time the trip was postponed, I choose to remain part of the tour group. The fact that the trip was not canceled at that time is demonstrated by the fact that you continued to remove funds from my account as part of the automatic payment plan.According to the Standard Cancellation Policy: 150 days or more prior to departure Full refund less the $95 non-refundable deposit, all non-refundable fees, and a $300 cancellation fee.
If there is nothing else you can do for me, in the very least you can honor your own documented cancelation policy and refund an additional $200 per traveler.Regards,
[redacted]
Good morning. It looks like you have resolved this with one of our traveler support specialists. If you have any other questions please feel free to contact our customer service department at [redacted]Best, EF Tours
Hello,All customers sign that they agree to EF's terms and conditions when they register for a tour. These terms and conditions outline our cancellation policies.http://www.eftours.com/eliterature/BookingConditions_ETUS_16.pdfthank youEF Education
Thank you for your email. We have looked into the tour with your group leader and he has specifically requested that there be no room sharing between groups. We have also spoken with him to go over our cancellation with replacement policy so that he can inform us of any new enrollments...
that come in. If you would like to discuss any of this, please call us at 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]. Please add your rejection comments below.
I have no idea what they are talking about in regards to insurance. I made payments to EF TOURS and was old that the deductions were for insurance and so forth which I found hard to believe since the tour is June of 2017. I ould really like to stop going back and forth with what seems like an automated response from EF TOURS. I feel very disrespected by this company. I only want my money back.
Regards,
[redacted]
Thank you for contacting us. We are extremely sorry that you had to cancel Makanna’s trip. The cancellation fees take into account the large amount of planning that goes into our tours well before they ever leave. You are required to read and agree to EF's standard booking conditions upon enrollment, which you signed on 11/19/2014. These booking conditions include our standard cancellation fees. These can be found at www.eftours.com/BC. Please review all the general exclusions regarding the emergency cancellation insurance at www.eftours.com/coverage. If you have any other general questions, please contact our customer service department at [redacted] Sincerely, EF Tours.
Thank you for your message. We spoke with Ms. [redacted] at length on March 23rd regarding her concerns. We explained to her at that time that we are working with the school about their options. Under normal circumstances, when a group is 8 days away from a trip, we are unable to offer...
any options when it comes to changing the trip or refunding. These are laid out within our booking conditions which were signed for all participants traveling. These can be found at www.eftours.com/BC. Due to the recent events in Brussels EF has decided to alter its policies to offer as much flexibility as possible for all groups traveling. We have made it clear to this group that even if they are 8 days away from the trip; we are still going to offer to modify their existing itinerary to make them feel more comfortable with the trip. We have also stated that if they decide to completely change their tours date or destination, we are able to do so by offering a fully transferrable future travel voucher less any non-refundable items and $1000. This amount represents just a portion of the cost associated with this tour. This voucher option is available to the group or to any individual on the group who wants to take it. If there are any other questions they are more than welcome to contact EF’s customer service department at [redacted]. Sincerely, EF Tours
Dear Mr. [redacted],All participants and Group Leaders sign a contract between themselves and EF. A copy of this can be found at [redacted]EF offers a 5 day in depth training program for all first time Group Leaders. This is designed to help our Group Leaders prepare for taking students abroad and to make the most of their EF tour. This helps them set expectations on hotels and meals, how a tour works, the role of the Tour Director and how to lead a safe, group tour.We have followed up directly with your daughters Group Leader to make sure he is aware of all our policies.Please feel free to contact EF directly with questions or concerns.
Hello, This message has been directed to the wrong company. As mentioned, I will direct this to the division that manages student tours. I am not able to process refunds on behalf of college break groups. I will ask that they reach out to the customer.Thank you![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.
I absolutely refute both the offer and the fact that the company says that they reached out to me. I have no missed phone call, nor a voicemail from anyone from this company. I feel like they are playing games and are not owning up to the fact that the way that they charge individuals who can no longer make the trip. What my major dispute is, is the fact that had I only deposited $200 into the business then only $200 would have been charged. Because we are fortunate enough to deposit more, they want to take more. The cancellation policy only states the initial $95 and the $300. I refuse to believe that the other protection plan fee is viable when not only does it not state it in the policy, but it is again also less than 2 weeks from the initial date to the date of cancellation. This company and its representatives are extremely unprofessional and are running a scam to take as much money as they can. I would prefer all of my money back, but am willing to accept a total of $405 which is the amount I should be receiving with the posted fees from the website.
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 belowI was told that I we would have three single beds or at least a cot. This was never supplied. You owe me for nine nights of hotel. All travelers are told that they will have to share a room with other travelers but never a bed! And it wasn't once it was every night! I was a paid traveler, not a chaperone. The chaperones are your group leaders that travel free to help travelers should there be a problem. I missed three days of tour because you didn't/wouldn't make arrangements for injured travelers and I refused to leave them behind alone in a large forgien city to navigate the transportation alone. And the worst is that she fell on your tour bus on loose carpet and injured herself. You owe all of the travelers for the night sleeper train that was supposed to be part of the experience. And for the time traveling during the day that was supposed to be spent in Scotland. You owe me for six days of meals when we were served slop. And don't say it was forgien food. We could see edible, even enviting meals being served next to us, but you paid only for slop to be fed to us. You owe me for two to four hours a day that was wasted traveling to distant hotels hours away from anything. That stole precious site seeing or resting time from us. You should have advised the travelers that half of the sites you promised they would see would be seen through a bus window at high speeds or during one of your mini bathroom stops. I didn't expect a direct flight but also not four connections before we left the states with over three hour layovers at two of them. We had been up traveling over twenty four hours before we landed to be bussed around and not even arrive at the hotel until ten hours later in a town that wasn't even part of our tour! That was thirty six hours without sleep before we given a room that didn't even have a bed for me! You cancelled one of our biggest excursions that we paid extra for because it didn't make! How can you give that experience back, after all the whole trip is about the experiences. The experiences that weren't cancelled were cut short to make time for the long travels to the out of town hotels. Don't tell me again that I knew they wouldn't be city center! They were no where near the city at all. They were all secluded with near no amenities with the exception of the one that refused to serve us breakfast not even a coffee. Instead they gave us a box with a day old soggy sandwich an apple and water to go. This was supposed to be a trip of a lifetime and we saved for it for nearly two years. I didn't ask for a full refund. I asked for half of the value in travel vouchers to your sister company, go ahead tours. I'm am trying hard to give you the chanse to replace the trip of a lifetime that I was promised. I am being more than reasonable by asking you to meet me half way. I paid over 8k for my grandson and myself. I want a return of 4K in voucher to cover services not recieved. Thank you, Cindy blem
Regards,
[redacted]
Revdex.com:
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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Thank you for being in contact. We are disapointed that you cannot travel with us.We would be happy to work with you to find another tour and I believe our Customer Service Manager has been in contact.Can we look at some other tour options for you? Sincerely,EF Education
We are a company that truly values what our customers have to say, and we are so appreciative that [redacted] brought her experience to our attention. Her important feedback will be applied to promote ongoing learning for our staff and Tour Directors, to further foster respectful group dynamics on-tour,...
and to ensure that we continue to deliver our own high quality standards.Upon learning of [redacted]’s feedback, our Vice President of Customer Experience reached out directly to [redacted] to discuss her experience and express our sincere apologies. It is our pleasure to fully refund [redacted] for the value of all payments and credits remaining on her account. Following our most recent conversations, we therefore refunded [redacted] $750; [redacted] reviewed this amount with her records and confirmed its accuracy. She is very welcome to contact our Vice President of Customer Experience at any time should she have any additional questions or like to share additional feedback. We would be happy to continue the conversation at any time.Thank you[redacted]
Good afternoon and thank you for your reply. We will be contacting you directly regarding the refund questions. We would like to review the information with you to make sure you understand the new options being presented. Our team member [redacted] will be calling you shortly....
you can also reach us at [redacted]. Best, EF Tours
Thank you for contacting us. We are sorry to hear that you are unable to travel with us on your scheduled Belize tour. Upon your enrollment you opted for our Automatic Payment Plan, self-selecting the 1st of each month as your charge date. Your first monthly payment of $249 was drafted on September...
1, 2016. As for our cancellation policy, I apologize for any confusion you may have experienced. Our cancellation fees are a bracketed system and increase the closer you get to departure. These cancellation policies have not changed from those in which you agreed to upon your enrollment on August 11, 2016. You can view our full cancellation policy at [redacted]Should traveling at a later date be something you are interested in we’d be thrilled to explore options with you! Please feel free to contact our Customer Service Team at [redacted] with any other questions or concerns.Best , EF College Break
Thank you for your response. The section you are referencing within our booking conditions goes over cancellations that happen 150 days or more prior to the departure date. The date of this tour was scheduled for 03/29/2016 and you called to officially cancel on 04/04/2016. Technically there is no refund for cancelling after a scheduled tour, but the representative who you spoke with made an exception to lower your cancellation fees. If you have any further questions please let us know by calling [redacted]. Best, EF Tours
Hello,
Thank you again for sharing this feedback. I apologize that the representative did not review this options. These options were created immediately following the tragic events in Paris and were available to travelers beginning November 16, 2015. We are confident that these options leave flexibility for future travel or to sell the voucher to a member of you school community.
Best,
[redacted]
Hello,
Thank you for reaching out. I apolgize for your frustrations with our customer service team. Our travel support specialists aim to answer all questions and I apogilize that you didnt feel as if your concerns were addressed. I see thay you spoke with one repersentiva on 12/10. We will...
address your concerns with her. Given the events in Paris, we amended our policies to offer options for all schools.
All of our groups were offered the following options
-Amend existing itinerary: Travel on the same tour and date as scheduled, with theopportunity to revise specific cities visited. Subject to availability.
-Postpone travel: Travel on the same tour later in 2016. Travelers are responsible foradditional costs based on the new departure date. Subject to availability.
-Change destination: Travel to a different destination in 2016. Travelers are responsiblefor additional costs based on new departure date and destination. Subject to availability.
-Future Travel Voucher: Receive a future travel voucher for all monies paid, less the$95 non-refundable deposit and any non-refundable fees (such as insurance, late fees,etc). Travel vouchers are valid for the current and following travel year and aretransferable at face value to members of the traveler’s immediate family or to studentsand faculty of the traveler’s school.
We are happy to have another repersentative to reach out to explain these options.
Best,
[redacted]
EF
Thank you for reaching out and expressing your concerns with our Global Travel Protection Plan as well as our cancellation policy. We are very sorry to hear that you felt misinformed about our policies as we never want our customers to feel this way. We try to make our policies accessible and clear...
on your online account as well as our website so as a consumer, you never feel misinformed.Attached are our Global Travel Protection Policy and our Booking Conditions which outline our cancellation policy for you to review on page 6. Our Global Travel Protection Plan covers some financial situations; however, it is not a ‘cancel for any reason’ policy. We deeply apologize if someone told you it was.We would love for you to still have the opportunity to travel and this is why when you had spoken with our Traveler Support Team for the first time on January 26th, 2017 when you cancelled, they offered some solutions such as utilizing our fundraising tool called TripFunder and/or speaking with your professor leading the program about Financial Aid or scholarship opportunities. We also have an option called ‘cancellation with replacement’ that we are still willing to honor until March 29th, 2017 if you find someone to take your spot on the program (you can view this option on page 6 of the attached cancelation policy). This choice would save you $400 in cancellation fees. Another option is if you change your mind and would still like to travel, we can reapply your cancellation fees towards the total program amount if you reinstate before March 29th, 2017. The last option you have is to contact the Travel Protection company (the phone number is on page 2 of the attached Global Travel Protection Benefits Guide) and inquire about whether or not your cancellation reason could be covered. If it could be covered, you can file a claim to get reimbursed for the $500 cancellation fee.Again, our sincere apologies for any miscommunication that may have happened in regards to our Global Travel Protection Plan and cancellation policy. We will strive to be more clear and transparent in the future.If you have further concerns, please contact EF College Study directly and we would be happy to speak with you more in-depth about the possible solutions outlined above.Best,EF College Study Tours [redacted]Traveler Support and Experience Manager,EF College Study Tours / EF/50Celebrating Fifty Years EF Education FirstEF Center Boston[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.
I was finally sent a copy of all invoices, booking conditions and insurance information on 4/5/2016. I still assert that copies of these should be sent by default as part of your forced participation in electronic billing. After reviewing the documents, it appears that I would fall under the "EF'S STANDARD CANCELLATION POLICY*" section of the Booking Conditions. In my case, the trip is currently scheduled a year out. The reason for my cancellation is because the trip is scheduled for a year out. At the time the trip was postponed, I choose to remain part of the tour group. The fact that the trip was not canceled at that time is demonstrated by the fact that you continued to remove funds from my account as part of the automatic payment plan.According to the Standard Cancellation Policy: 150 days or more prior to departure Full refund less the $95 non-refundable deposit, all non-refundable fees, and a $300 cancellation fee.
If there is nothing else you can do for me, in the very least you can honor your own documented cancelation policy and refund an additional $200 per traveler.Regards,
[redacted]
Good morning. It looks like you have resolved this with one of our traveler support specialists. If you have any other questions please feel free to contact our customer service department at [redacted]Best, EF Tours
Hello,All customers sign that they agree to EF's terms and conditions when they register for a tour. These terms and conditions outline our cancellation policies.http://www.eftours.com/eliterature/BookingConditions_ETUS_16.pdfthank youEF Education
Thank you for your email. We have looked into the tour with your group leader and he has specifically requested that there be no room sharing between groups. We have also spoken with him to go over our cancellation with replacement policy so that he can inform us of any new enrollments...
that come in. If you would like to discuss any of this, please call us at 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]. Please add your rejection comments below.
I have no idea what they are talking about in regards to insurance. I made payments to EF TOURS and was old that the deductions were for insurance and so forth which I found hard to believe since the tour is June of 2017. I ould really like to stop going back and forth with what seems like an automated response from EF TOURS. I feel very disrespected by this company. I only want my money back.
Regards,
[redacted]
Thank you for contacting us. We are extremely sorry that you had to cancel Makanna’s trip. The cancellation fees take into account the large amount of planning that goes into our tours well before they ever leave. You are required to read and agree to EF's standard booking conditions upon enrollment, which you signed on 11/19/2014. These booking conditions include our standard cancellation fees. These can be found at www.eftours.com/BC. Please review all the general exclusions regarding the emergency cancellation insurance at www.eftours.com/coverage. If you have any other general questions, please contact our customer service department at [redacted] Sincerely, EF Tours.
Thank you for your message. We spoke with Ms. [redacted] at length on March 23rd regarding her concerns. We explained to her at that time that we are working with the school about their options. Under normal circumstances, when a group is 8 days away from a trip, we are unable to offer...
any options when it comes to changing the trip or refunding. These are laid out within our booking conditions which were signed for all participants traveling. These can be found at www.eftours.com/BC. Due to the recent events in Brussels EF has decided to alter its policies to offer as much flexibility as possible for all groups traveling. We have made it clear to this group that even if they are 8 days away from the trip; we are still going to offer to modify their existing itinerary to make them feel more comfortable with the trip. We have also stated that if they decide to completely change their tours date or destination, we are able to do so by offering a fully transferrable future travel voucher less any non-refundable items and $1000. This amount represents just a portion of the cost associated with this tour. This voucher option is available to the group or to any individual on the group who wants to take it. If there are any other questions they are more than welcome to contact EF’s customer service department at [redacted]. Sincerely, EF Tours
Dear Mr. [redacted],All participants and Group Leaders sign a contract between themselves and EF. A copy of this can be found at [redacted]EF offers a 5 day in depth training program for all first time Group Leaders. This is designed to help our Group Leaders prepare for taking students abroad and to make the most of their EF tour. This helps them set expectations on hotels and meals, how a tour works, the role of the Tour Director and how to lead a safe, group tour.We have followed up directly with your daughters Group Leader to make sure he is aware of all our policies.Please feel free to contact EF directly with questions or concerns.
Hello, This message has been directed to the wrong company. As mentioned, I will direct this to the division that manages student tours. I am not able to process refunds on behalf of college break groups. I will ask that they reach out to the customer.Thank you![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.
I absolutely refute both the offer and the fact that the company says that they reached out to me. I have no missed phone call, nor a voicemail from anyone from this company. I feel like they are playing games and are not owning up to the fact that the way that they charge individuals who can no longer make the trip. What my major dispute is, is the fact that had I only deposited $200 into the business then only $200 would have been charged. Because we are fortunate enough to deposit more, they want to take more. The cancellation policy only states the initial $95 and the $300. I refuse to believe that the other protection plan fee is viable when not only does it not state it in the policy, but it is again also less than 2 weeks from the initial date to the date of cancellation. This company and its representatives are extremely unprofessional and are running a scam to take as much money as they can. I would prefer all of my money back, but am willing to accept a total of $405 which is the amount I should be receiving with the posted fees from the website.
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 belowI was told that I we would have three single beds or at least a cot. This was never supplied. You owe me for nine nights of hotel. All travelers are told that they will have to share a room with other travelers but never a bed! And it wasn't once it was every night! I was a paid traveler, not a chaperone. The chaperones are your group leaders that travel free to help travelers should there be a problem. I missed three days of tour because you didn't/wouldn't make arrangements for injured travelers and I refused to leave them behind alone in a large forgien city to navigate the transportation alone. And the worst is that she fell on your tour bus on loose carpet and injured herself. You owe all of the travelers for the night sleeper train that was supposed to be part of the experience. And for the time traveling during the day that was supposed to be spent in Scotland. You owe me for six days of meals when we were served slop. And don't say it was forgien food. We could see edible, even enviting meals being served next to us, but you paid only for slop to be fed to us. You owe me for two to four hours a day that was wasted traveling to distant hotels hours away from anything. That stole precious site seeing or resting time from us. You should have advised the travelers that half of the sites you promised they would see would be seen through a bus window at high speeds or during one of your mini bathroom stops. I didn't expect a direct flight but also not four connections before we left the states with over three hour layovers at two of them. We had been up traveling over twenty four hours before we landed to be bussed around and not even arrive at the hotel until ten hours later in a town that wasn't even part of our tour! That was thirty six hours without sleep before we given a room that didn't even have a bed for me! You cancelled one of our biggest excursions that we paid extra for because it didn't make! How can you give that experience back, after all the whole trip is about the experiences. The experiences that weren't cancelled were cut short to make time for the long travels to the out of town hotels. Don't tell me again that I knew they wouldn't be city center! They were no where near the city at all. They were all secluded with near no amenities with the exception of the one that refused to serve us breakfast not even a coffee. Instead they gave us a box with a day old soggy sandwich an apple and water to go. This was supposed to be a trip of a lifetime and we saved for it for nearly two years. I didn't ask for a full refund. I asked for half of the value in travel vouchers to your sister company, go ahead tours. I'm am trying hard to give you the chanse to replace the trip of a lifetime that I was promised. I am being more than reasonable by asking you to meet me half way. I paid over 8k for my grandson and myself. I want a return of 4K in voucher to cover services not recieved. Thank you, Cindy blem
Regards,
[redacted]
Revdex.com:
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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Thank you for being in contact. We are disapointed that you cannot travel with us.We would be happy to work with you to find another tour and I believe our Customer Service Manager has been in contact.Can we look at some other tour options for you? Sincerely,EF Education
We are a company that truly values what our customers have to say, and we are so appreciative that [redacted] brought her experience to our attention. Her important feedback will be applied to promote ongoing learning for our staff and Tour Directors, to further foster respectful group dynamics on-tour,...
and to ensure that we continue to deliver our own high quality standards.Upon learning of [redacted]’s feedback, our Vice President of Customer Experience reached out directly to [redacted] to discuss her experience and express our sincere apologies. It is our pleasure to fully refund [redacted] for the value of all payments and credits remaining on her account. Following our most recent conversations, we therefore refunded [redacted] $750; [redacted] reviewed this amount with her records and confirmed its accuracy. She is very welcome to contact our Vice President of Customer Experience at any time should she have any additional questions or like to share additional feedback. We would be happy to continue the conversation at any time.Thank you[redacted]
Good afternoon and thank you for your reply. We will be contacting you directly regarding the refund questions. We would like to review the information with you to make sure you understand the new options being presented. Our team member [redacted] will be calling you shortly....
you can also reach us at [redacted]. Best, EF Tours
Thank you for contacting us. We are sorry to hear that you are unable to travel with us on your scheduled Belize tour. Upon your enrollment you opted for our Automatic Payment Plan, self-selecting the 1st of each month as your charge date. Your first monthly payment of $249 was drafted on September...
1, 2016. As for our cancellation policy, I apologize for any confusion you may have experienced. Our cancellation fees are a bracketed system and increase the closer you get to departure. These cancellation policies have not changed from those in which you agreed to upon your enrollment on August 11, 2016. You can view our full cancellation policy at [redacted]Should traveling at a later date be something you are interested in we’d be thrilled to explore options with you! Please feel free to contact our Customer Service Team at [redacted] with any other questions or concerns.Best , EF College Break
Thank you for your response. The section you are referencing within our booking conditions goes over cancellations that happen 150 days or more prior to the departure date. The date of this tour was scheduled for 03/29/2016 and you called to officially cancel on 04/04/2016. Technically there is no refund for cancelling after a scheduled tour, but the representative who you spoke with made an exception to lower your cancellation fees. If you have any further questions please let us know by calling [redacted]. Best, EF Tours
Hello,
Thank you again for sharing this feedback. I apologize that the representative did not review this options. These options were created immediately following the tragic events in Paris and were available to travelers beginning November 16, 2015. We are confident that these options leave flexibility for future travel or to sell the voucher to a member of you school community.
Best,
[redacted]
Hello,
Thank you for reaching out. I apolgize for your frustrations with our customer service team. Our travel support specialists aim to answer all questions and I apogilize that you didnt feel as if your concerns were addressed. I see thay you spoke with one repersentiva on 12/10. We will...
address your concerns with her. Given the events in Paris, we amended our policies to offer options for all schools.
All of our groups were offered the following options
-Amend existing itinerary: Travel on the same tour and date as scheduled, with theopportunity to revise specific cities visited. Subject to availability.
-Postpone travel: Travel on the same tour later in 2016. Travelers are responsible foradditional costs based on the new departure date. Subject to availability.
-Change destination: Travel to a different destination in 2016. Travelers are responsiblefor additional costs based on new departure date and destination. Subject to availability.
-Future Travel Voucher: Receive a future travel voucher for all monies paid, less the$95 non-refundable deposit and any non-refundable fees (such as insurance, late fees,etc). Travel vouchers are valid for the current and following travel year and aretransferable at face value to members of the traveler’s immediate family or to studentsand faculty of the traveler’s school.
We are happy to have another repersentative to reach out to explain these options.
Best,
[redacted]
EF