Frisco

NBC 5 Responds: Tour Company Offers Nationwide Refunds for Canceled Trips

NBCUniversal, Inc.

People across the country, including here in North Texas, will get more money back after a prominent tour company canceled spring break vacations over COVID-19 concerns.

Dozens of families, like the Dentons from Frisco, contacted NBC 5 Responds after EF Tours canceled their spring break vacations and then refused to give them full refunds even if they had trip insurance.

“We need our money now. I don’t think it’s fair to hold our money,” said Melinda Denton, who purchased three tickets from the company.

Denton told NBC 5 Responds the company gave her family three options after their trip was canceled in April:

  • Travel vouchers for the full value of the trip that would be good through September 2022.
  • The ability to transfer the vouchers to another family or student.
  • A refund minus a cancelation fee of $750 per ticket.

“I stressed that I did not cancel the trip, that they canceled the trip. So I didn't feel like I should bear the weight of any fees,” said Denton.

Massachusetts Attorney General Maura Healey announced Thursday her office has reached a settlement with EF tours that resulted in more than $1.4 million in additional refunds for nearly 4,200 consumers in that state where the company is based.

"Families shouldn't have to worry about getting their money back for canceled trips during a pandemic," said Healey in a news release.

A spokesperson for EF Tours told NBC 5 Responds, “the policy amendments which were announced in Massachusetts earlier today will be rolled out nationwide tomorrow.”

The Dentons still won’t see a full refund, but instead of losing $2,250 for their three tickets, they’ll be out closer to $1,350.  Eligible consumers have until Sept. 30, 2022 to request their refunds from EF Tours.

New Refund Breakdown

EF Explore America: (Customer COVID-19 Microsite)

  • Prior to May 15 (travel via flights): Cash refund option equal to all monies paid to EF less $450 (was $750)
  • May 15 and beyond (travel via flights): Cash refund option equal to all monies paid to EF less $350
  • March 1 and beyond (travel via bus): Cash refund option equal to all monies paid to EF less $150 (was $250)

EF Educational Tours: (Customer COVID-19 Microsite)

  • Prior to May 15: Cash refund option equal to all monies paid to EF, less $565 (was $1,000)
  • May 15 and beyond: Cash refund option equal to all monies paid to EF, less $500

NBC 5 Responds is committed to researching your concerns and recovering your money. Our goal is to get you answers and, if possible, solutions and resolution. Call us at 844-5RESPND (844-573-7763) or fill out our Customer Complaint form.

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