ComplaintsforEducational Opportunities Tours Inc.

• Initial Complaint

  08/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am filing this complaint with the Florida Better Business Bureau against Educational Opportunities Tours, **** (EO Travel), ***************************************************. I was scheduled to depart on October 23, 2023, with EO Travels Holy Land Tour, including the Nile River Cruise extension. Following the incidents of October 7 and subsequent events in ****** and ****, EO Travel postponed the tour and the extension prior to departure. EO Travel deliberately used the term postponed as a guise to limit its refund liability had it cancelled the tour. After application, on February 8, 2024, I received a partial refund check for $8,661. Subsequently, on March 11, 2024, I received Travel Certificate No. ******* dated February 14, 2024, for $2,283, for use on future travel.Since that time, I have made repeated written requests for a full cash refund by sending four letters to EO Travels President and CEO, *************************. After the fourth letter dated July 29, 2024, I finally received a response on August 6, 2024. Unfortunately, that response did little other that offer a recitation of the situation and continued to rely upon their postponement of the tour. In addition, EO Travel has now added that the airline tickets were non-refundable even though no mention was made of that at the time in the conversation surrounding their purchase. EOs Travel Protection Plan was purchased (at EO Travels recommendation) to cover any loss (including the cost of the airline tickets). On August 7, 2024, I responded to EO Travel by refuting their assertions. I added that, absent an affirming email that EO Travel will be making a cash refund to me of $2,283, I will be filing a complaint with the Florida Better Business Bureau, of which EO Travel is a member. To date, no further response has been received.

  Business response

  09/11/2024

  Thank you for your detailed message.

  On September 4, a refund check was issued and mailed to your address on file, a gesture of goodwill. This refund was in addition to the partial refund you previously received. We hope this action demonstrates our commitment to resolving this matter amicably.
  

  If you have not received the check or if there are any additional issues, please let us know immediately so we can address them promptly. We value your feedback and are dedicated to ensuring your concerns are handled appropriately.
  Thank you for your patience and understanding.

  Customer response

  09/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  While EO Travel indicates that the refund is a "gesture of goodwill," EO Travel has done no more than refund the money that was owed to me.

  Very truly yours,
  
  ***************** ******

• Initial Complaint

  04/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid a security deposit of 200 dollars on Oct 3, 2023 for my wife and me for a trip to the ********* in Sep 2024. I requested my security deposit back but an EO rep called this past Wednesday advising me not to cancel and that EO have not cancel the trip to the ********* yet. I told the rep that to this date EO tours have not communicated anything to me with respect about this tour. I also mentioned to him the delicate situation there and the possibility of a major conflict. Now after the Iran attack and the escalating possibility of a regional conflict, EO continues to be silent on this issue and have not release an official written position on this issue. The **************** as usual has a travel advisory for Israel and the threat continues to increase. I just want my deposit money back.*********************** US Army (Retired)

  Business response

  04/22/2024

  TOUR DATE: 10/24/24(R) 
  PAX ID: *****/***** 
  INCIDENT DATE: Ongoing 
  INCIDENT DESCRIPTION: Guest is not satisfied with the cancellation fee for this tour. 
  COMMUNICATION HISTORY:  
  Incoming email (4/8 to EO): Guest requested refund for deposit. 
  Outgoing phone call (4/10 with MM): Guest was informed about the cancellation policy and that the tour has not been cancelled or postponed yet. Guest was not satisfied that he has not received any updates from EO, but there has been no activity on the account since it was created in October of 2023, so there were no updates to give. The guest was Satisfied with the information that ******* gave him in the end and wanted to leave his account active. 
  Incoming email (4/14 to EO): Guest called in again to request a refund for deposit; he was advised of cancellation policy on brochure since the tour has not been cancelled or postponed.  
  Outgoing email (4/18 from MM): Email to the guest supporting the information shared with the guest on the phone call from 4/10 and reiterated the cancellation fees, including a snippet from the back of the tours brochure. Advised that if they would like to proceed with the cancellation, he would be happy to assist, he just wanted to make sure the guest knew that they would not be getting a refund. 
  RESOLUTION: Guest has been informed of the cancellation policy and EO has made no official determination if this tour will operate or not, thus the cancellation fees are still valid. 

• Initial Complaint

  04/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On November 23, 2022 paid a deposit to Educational Opportunities Tours, *** for a trip to the Holy Land with my husband and the ***********************************We paid an additional $4200 in subsequent payments for travel and an airfare upgrade. When the trip was canceled due to the war in ****** and Ghaza, our travel administrator worked with Educational Opportunities Tours and the Airline to secure our refunds. I was issued a check for $4600 and assuming it was the correct refund, proceeded to deposited it to my checking account. The refund was immediately withdrawn by the issuer with no explanation. I was subsequently issued a new check in the amount of $1685.46. At this point, I called Educational Opportunities Tours and learned that the correct refund was $3800. I was assured i would be issued the amount. After not receiving the refund, I engaged my travel advisor who attempted to resolve the problem with Educational Opportunities Tours. She provided sufficient receipts showing the correct amount of the expected refund but has been met with resistance. Growing impatient with the lack of response I reached out to members of the management including the vice ********** ********************** No member of the staff has given me a sufficient reason for not refunding the correct amount of $3800. I have not deposited the check for $1685.46 and am waiting for the full balance of $2114.54. I would prefer to get a one check for the correct amount as I am unable to trust this organization to do the right thing by their customer. All receipts and correspondence are attached. Thank you for considering this urgent matter. *********************************

  Business response

  04/12/2024

  Hello,

  Thank you for the sharing the guest's concern.

  This was resolved yesterday and a check was mailed for the difference. Here is the tracking information: ************************* - 1ZC416F1PW41903530. Please let us know if you need any additional information!
  

  Customer response

  04/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  02/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On August 11, 2023 we paid EO $3742.00 for airline flights for a trip to *****. Then on October 12, 2023, We called to cancel the trip since the war had begun in ****** and we were to land in ******** for a drive to *****. The contact at EO told us that we would be refunded our money and should receive it in 4-6 weeks. This never happened. I called and was told that since non refundable tickets were purchased, no refund would be made. HOWEVER, EO never told us that they were buying non refundable tickets. I do not think that we should have to lose this money since they made a poor business decision and bought those type of tickets.

  Business response

  02/20/2024

  TOUR DATE: HL24 022624H
  PAX ID: 5756/5757
  INCIDENT DESCRIPTION: Guest cancelled tour in October, guest was ticketed due to requesting special accommodations to book on the ***** extension only, guest was not refunded cost of ticket.
  COMMUNICATION HISTORY:
  Guest call (10/13) Guest spoke with ****** to confirm cancellation for their tour, they were informed of the standard cancellation fee; for anyone with land or air fees they were in addition to the standard fee
  Guest call (12/11) Guest spoke with ****** asking why we lied about their refund, account was escalated to THA.
  Guest spoke with ******* and was advised that she would research if the ticket value could be moved to their PS24 tour.
  Note on account from ******* 12/11 Guest was informed that their ticket was non-refundable and the validity of the ticket is until 8/11/24, also that the airline will not transfer the ticket to another persons name.
  Based on ******** email, a member of our the Executive team has been in communication with the Host of the group (*****************************) explaining and sharing the information given to the passenger.
  RESOLUTION:
  Guest was given the information that their flights were non-refundable and given the timeframe during which the tickets are valid.
  

  Customer response

  02/20/2024

  I was not given the time frame for non refundable tickets ever!  I was never informed that they were buying non refundable tickets until the trip was canceled.  A good business would at least offer to refund us half.

  Customer response

  02/20/2024

   
  Complaint: 21284188
  
  I am rejecting this response because:Date Sent: 2/20/2024 10:14:01 AM
  I was not given the time frame for non refundable tickets ever!  I was never informed that they were buying non refundable tickets until the trip was canceled.  A good business would at least offer to refund us half.
  
  Sincerely,
  
  ***********************

  Business response

  03/04/2024

  We have attached a copy of the brochure, on page 4 under the section Airline Routes and Tickets it states, "Once issued, airline tickets cannot be changed or refunded thereafter." We always advocate for our passenger which is why we were able to get the non-refundable value issued in a credit that can be used until August 11, 2024, as previously shared. The brochure is given to the host to be shared and it is on the landing page to register for the tour. All passengers have access to this information. 

  Customer response

  03/04/2024

   
  Complaint: 21284188
  
  I am rejecting this response because: I was never told that they were purchasing a non-refundable ticket and I am still waiting for them to call me back from October 12, when I was told I would get a call that afternoon about how we could resolve this issue.

  Also, Turkish Air is not flying into ********  for now, until the conflict is resolved.  *************************** promised to refund our money if this was the case.  So....where is our money????

   

  VERY POOR CUSTOMER service!!!!
  
  Sincerely,
  
  ***********************

  Business response

  03/04/2024

  I have resubmitted the log which includes a total of three recorded interactions with the passenger after, October 12. Her host is also aware and it is in her agreement to travel via the brochure and website that once tickets are purchased they are non-refundable. I have nothing indicating that ****************************************** offered a refund, please feel at ease to submit what you have supporting that and we will happily review. At this point, it seems unreasonable to reject proof of what we have shared from the beginning without any validation of what you are stating. Our goal from the beginning, is to help and support our passengers in the process and we do that within our SOP and the booking policies we share in writing with our passengers.  

  Guest call (10/13) Guest spoke with ****** to confirm cancellation for their tour, they were informed of the standard cancellation fee; for anyone with land or air fees they were in addition to the standard fee
  

  Guest call (12/11) Guest spoke with Rayven asking why we lied about their refund, account was escalated to THA.
  Guest spoke with ******* and was advised that she would research if the ticket value could be moved to their PS24 tour.
  Note on account from ******* 12/11 Guest was informed that their ticket was non-refundable and the validity of the ticket is until 8/11/24, also that the airline will not transfer the ticket to another persons name.
  Based on Claudias email, a member of our the Executive team has been in communication with the Host of the group (*****************************) explaining and sharing the information given to the passenger.
  RESOLUTION:
  Guest was given the information that their flights were non-refundable and given the timeframe during which the tickets are valid.

• Initial Complaint

  02/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a trip & paid in full including travel insurance to Noseworthy Travel for a trip to ****** Nov 2023. Once the war started & the violence increased I cancelled my trip. I received a portion of my money back, which I am grateful for, however they kept a portion of it in the large amount of $2035 as a cancellation fee and told me to submit a claim to get a refund. My claim was first denied. I called the insurance and they will only give me a voucher, which I received, but must be used within 12 monthsthere is a war going on! I called Noseworthy, and I was told it is not their fault how the insurance company handles my claim. I told them I do not feel comfortable booking a trip in the next 12 months I would just like my money back. NW told me that is my only option and that they have no control over the insurance claim. They intend on keeping $2035!! Noseworthy has my money in their possession and should do the right thing, but they will not! I also stated to the Noseworthy agent that they should be ashamed for selling trip insurance that does not protect customers and that they basically wasted another $549 of my money. Again he did not seem to care. When I asked agent if he would be happy if this happened to him, I received the same unremorseful rebuttal. I told him 3 American soldiers were killed this week in that war and our warships are being shot atagain he didnt seem to care about the escalation in the war and I have to book another trip to not lose my $2035. I told him I do not feel comfortable booking another trip with them or giving them any more of my money and he said that they do have other trips.I told him I know and they are all over there plus that is not what I signed up for! I was told those are my only options. There is a war! It is wrong to keep my money that I worked so hard for. That is a lot of money for a cancellation fee!!! Noseworthy is a ******************* company.God, I give them to youplease handle my light work. ??

  Business response

  02/09/2024

  Thank you for sharing the feedback.

  ******************** concerned have been listened to and we have worked with the Host of her tour which understands the guidelines. **************** opted to cancel less than a week after the incident and was advised that Noseworthy Travel Services was not cancelling at that time however there was a likelihood that it may be postponed and if she waited to see what our decision is it may be more favorable. She opted to cancel and file a claim with the insurance provider, the voucher is issued by the insurance company and it is their decision on such events will be handled, not Noseworthy Travel Services. When she called in on 2/2/24, the call has been reviewed she was given the option (as a good will gesture) to have money penalized credited towards a tour since her host has secured a new date in Nov. ****; she declined because of her concerns with the current situation. She was offered other options such as cruises that do Europe, ****** or ************* or any land option that doesn't include ******, ***** or ******* She made it clear that she did not want to travel at all for the foreseeable future. I am confident that we did everything we could to support **************** during this time and though we are sad that she will not be traveling with us we respect her decision to do what is best for her.

• Initial Complaint

  01/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  we booked a tour to the Holy Lands for November 26 thru December 7 2023. this tour was cancelled because of the war that broke out in ******. We contacted EOT and requested a refund on November 13, 2023. we were told that we would receive our checks by December 20, 2023. this would be 4 to 6 weeks for the time we cancelled our trip. After many conversations with EOT we were told that we now have checks that were cut on December 21, 2023 and should receive them in 4 to 6 weeks.I spoke with a representative today January 24, **** and told the checks were sent out but there must be a problem with the *************** We were told to wait until next week before calling back to check on our refund.

  Business response

  02/09/2024

  Thank you for sharing the complaint. We did communicate advising the guest that due to a printing error, sadly many of our guests were impacted and all the checks were reprinted and mailed. His check was mailed 1/31/24 and cashed for the amount of $10,290 on 2/5/24. Thank you!

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  For background information, I paid for two people to take an October2023 trip to ****** which was obviously canceled due to the war. Educational travel opportunities sent me an email with the amount that would be forfeited and the amount that they would refund for the trip clearly stated. Months later, they sent a check for $500 less than promised. I am trying to get that $499.50 My email to the company follows. ***********,I am writing again to follow up on the remaining refund which you acknowledged via phone and email on January 9, ****, and led me to believe would be here by now. I would very much like to get this off my To Do list.As a reminder, your email (see below) indicated I was due $3124.75 per person x 2 = $6,249.50. I used this amount to file my travel insurance claim for the money I lost (having paid $5046 x 2 = $10,092), which was paid promptly by **** *******.Educational Opportunities Tours, *** sent $5,750 Instead (as partial refund?). Your company owes me $499.50 and is causing me to expend about $5000 effort to get it.If I havent received an email from you by Monday, January 22 at 5p Eastern, I plan to file a claim with the Better Business Bureau. Thank you,*********************** REFUND EMAIL FROM ETS The Leader in Faith ***** Travel December 4, 2023 The Holy Land Tour that was to take place October 16 - October 26, 2023 was cancelled due to the terror attacks in ******. Their tour was cancelled on October 10, 2023. The guests have been paid in full for the trip since July 7, 2023. At the time that they were cancelled the airfare was non-refundable and met with a $1921.25 penalty. *************************** paid $5046.00. *************************** paid $5046.00. They will receive a $1921.25 penalty and be refunded $3124.75 per person.Feel free to reach out to me if you have any questions,***************** BOM www.eloor.comm ?? ??? ************************* P: *********************** My office hours are as follows Mon Fri 8am-5pm (Eastem Time).

  Customer response

  02/08/2024

  Please be advised that opportunity, Tours **** has now sent a check for the amount they owed us. So I consider this matter closed. However, the company took five months and an incredible amount of effort on my part for them to eventually send us the refund that they owed. I do not consider this a satisfactory encounter and would not **** it as such on your website.

  Customer response

  02/08/2024

  Date Sent: 2/8/2024 11:26:32 AM
  Please be advised that opportunity, Tours **** has now sent a check for the amount they owed us. So I consider this matter closed. However, the company took five months and an incredible amount of effort on my part for them to eventually send us the refund that they owed. I do not consider this a satisfactory encounter and would not **** it as such on your website.

• Initial Complaint

  12/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  At the beginning of October 2023, I paid $4,398.00 to Education Opportunity Tours for a trip to ****** from December 8 - December 19th, 2023.-On 10/21/2023, we (a group of travelers from the Evangelical Seminary of *********** who had paid for our trip to ****** from 12/08 - 12/19/2023) met with Rev. ******************************* and ***************************, promoters - via zoom.-After these promoters tried to manipulate changing the trip from ****** to ******, we all verbally rejected it, cancelled this trip, and demanded reimbursement of our monies immediately, because of the ************ WAR -To date, we have not received our monies.-And I, *************************, have not received my $4,398.00 in spite of my telephone calls claiming my monies, and my certified mail letter to E.O. Tours and to ****************************** and ***************************-This is very corrupt, inhumane, abusive, and illegal. Since I need the returning and reimbursement of my $4,398.00 of emergency, I am unnecessarily enduring emotional distress, psychological pain and suffering, because this corrupt E.O. Tours and its accomplices ****************** and ****************** who complicity sponsor this corrupt company are part of the real problem.-Again, I request, claim, and demand the reimbursement and returning of my $4,398.00 immediately before I *** all these corrupt people in civil and criminal court for various charges including payment of all my legal fee expenses.I am 77 years old and a disabled veteran; these abuses against senior citizens must cease and desist, and defended by ethical decent people with integrity. -The Attorney General of the **************** must investigate this corrupt agency as well as the **** Attorney General.-God bless you!-In God I trust *************************, M.Div. - ****************************** Lass 2010

  Business response

  12/14/2023

  Thank you for bringing your concerns to our attention regarding the refund for your trip to ****** that was scheduled from December 8th to December 19th, 2023. I apologize for any frustration or inconvenience you have experienced in this matter.
  
  I understand that you and your group verbally canceled the trip during a meeting with Rev. ******************************* and ***************************, the promoters of the trip. You have expressed your clear and explicit cancellation and refund request, and I apologize for the lack of clarity and anticipated promptness with your refund.
  
  I want to assure you that we take customer feedback seriously and strive to address any issues promptly and effectively. I have personally reviewed your case and have escalated it to our finance department for immediate attention. They will be investigating the status of your refund and taking the necessary steps to process it as soon as possible.
  
  I am saddened that the delay in receiving your refund has caused you emotional distress and psychological pain and suffering, and I sincerely apologize for any negative impact this has had on you. We value your business and want to rectify this situation promptly.
  
  I assure you that we are committed to resolving this matter and ensuring that you receive your refund in a timely manner. I will personally oversee the progress of your refund and keep you updated on its status. I apologize for any inconvenience this has caused and appreciate your patience and understanding.
  
  If you have any further concerns or questions, please do not hesitate to reach out to me directly. I am here to assist you and ensure that this issue is resolved to your satisfaction.
  
  Thank you for bringing this matter to our attention. We appreciate your feedback and will use it to improve our processes and prevent similar situations from occurring in the future.
  
  Sincerely,
  
  EOE Resolution Support 
  

  **************************************************

  Customer response

  12/21/2023

  12-21-2023

  prace!

  I am a 77 years old disable honorable discharged U.S. Army veteran.

  I am claiming punitive damages for inflicting me emotional distress, psychological pain and suffering, and elder abuse.

  The fact that Educational Opportunities Tours company in ******* has not returned all my money is elder abuse as well.

  please help! I am willing and able to settle this case in binding arbitration.

  I will present and show more evidence at the arbitration hearing.

  Thank you!

  God bless you!

  In God I trust

  *************************

• Initial Complaint

  12/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On October 27,2023, my wife and I cancelled a February **** tour of the Holy Land due to the escalation of violence in ******. EOT immediately acknowledged our request with a "letter of cancellation" email. In this email EOT stated, "You will be receiving a refund of $13822.00 within the next 4-6 weeks". On December 7th, 2023 ( the end of their 4-6 week period), I made multiple calls to their call center and spoke to several people for close to an hour trying to get the status of my refund.I was told EOT had changed the processing time for refunds from 4-6 weeks to 6-8 weeks. ( there had been no notification to me that they changed this commitment) EOT blamed the ****** War, the Thanksgiving holiday and not working weekends for their change. No reason was given for failure to notify impacted customers. I was given multiple status for my check; one person said it would not be printer until next week. Another said "the October refund checks" were printed and waiting to be stamped. I told each person that I spoke to that I expected EOT to do as they committed and have the check received by me in the committed 4-6 week timeframe. They ignored my request to print and mail my check today and referred me to a "resolution person", who would contact me in ***** hours.The "resolution person" sent an insulting email suggesting that I do not understand what businesses have to do when demand for products increases and advised that my refund would be printed and mailed by next Friday ( which means I may receive in in 2-3 more weeks, outside the new 6-8 week commitment).Travel services demand upfront payment for trips based on agreed delivery commitments. EOT has changed their commitment without notification, retained my money for their benefit and destroyed trust and confidence in their integrity. Since they claim the right to alter commitments, I have no confidence they will now delivery the refund when they say.

  Business response

  12/12/2023

  Thank you for the time you have taken to share your dissatisfaction with our refund timeline.

  We were able to review the inbound/outbound calls (both recorded at 100% outside of any system outages) and email correspondence. We can completely understand your disappointment and frustration in what seems like a straightforward process however, based on the surge refunds and the process our system uses, it is not as simple as someone people able to separate two account and just print a check. As you know from the constant communication you have had with EO between October 27 and December 8, everyone is working to get your check in your hand as soon as possible. It has been confirmed that your check will be in the distribution this week, as previously shared. We will have someone follow-up with you when the batch has been printed and ready to be mailed. Again, we apologize for timelines that are less than ideal for you and hope you can understand that have and are doing everything we can to have refunds sent in the most expeditious manner.

  
  Hopefully this helps, if you need additional support, please feel at ease to call us at ************** Thank you,again, for the opportunity to address your concern.

  Customer response

  12/12/2023

   
  Complaint: 20981935
  
  I am rejecting this response because:

  your answer is a standard response not addressing the commitment made October 27 , not addressing the lack of notification of your policy change and doing nothing to even attempt to get my money in my hands anywhere near the timeframe you commited. It is arrogant to decide that you can simply keep customer money and delay refunds on your schedule ignoring customer commitments. I never ask for something simple. It is difficult at times to keep commitments but that is the trust you have when you hold customer money. In violating that trust, your commitment to mail a check any time in the future is empty .  Funds could be wired in 5 minutes and a check could have been cut weeks ago. You took a thrilled customer , who did not want to cancel, who simply asked you to follow your commitments, who was anxious to buy your product again and turned me into an anti-customer. 

  
  Sincerely,
  
  *******************************

  Business response

  12/14/2023

  Again, apologize for any frustration or inconvenience you have experienced regarding the handling of your refund and understand your concerns and I want to assure you that we take customer feedback seriously and strive to address any issues promptly and effectively.
  
  Our apologize if the previous response did not adequately address your specific concerns. We understand that you are dissatisfied with the delay in receiving your refund and the lack of notification regarding our policy change. I apologize for any inconvenience this may have caused. Please be assured that we are committed to resolving this matter and ensuring that you receive your refund as soon as possible. It is understood that you are open to funds being wired to you, and we will do our best to explore if this an option and and follow up.
  
  I understand that this situation has caused you to lose trust in our company, and I sincerely apologize for any negative experience you have had. We value your business and want to regain your trust. I assure you that we will take your feedback into consideration and make the necessary improvements to prevent similar situations from occurring in the future.
  
  Thank you for bringing this matter to our attention. This has been escalated and we will oversee the resolution of this issue and keep you updated on the progress. If you have any further concerns or questions, please do not hesitate to reach out to us.

  Customer response

  12/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Satisfactory is your term. I **********  no sense in continuing discussing the complaint. It is clear that EOT intends to keep my money until they want to send it to me. Thank you for providing a forum for raising concerns regarding their refund processing. 
  Sincerely,
  
  *******************************

  Customer response

  12/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Satisfactory is your term. I **********  no sense in continuing discussing the complaint. It is clear that EOT intends to keep my money until they want to send it to me. Thank you for providing a forum for raising concerns regarding their refund processing. 
  Sincerely,
  
  *******************************

  Customer response

  12/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Satisfactory is your term. I **********  no sense in continuing discussing the complaint. It is clear that EOT intends to keep my money until they want to send it to me. Thank you for providing a forum for raising concerns regarding their refund processing. 
  Sincerely,
  
  *******************************

  Customer response

  12/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Satisfactory is your term. I **********  no sense in continuing discussing the complaint. It is clear that EOT intends to keep my money until they want to send it to me. Thank you for providing a forum for raising concerns regarding their refund processing. 
  Sincerely,
  
  *******************************

• Initial Complaint

  11/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for a tour with them and THEY cancelled some of the stops due to the war in ****** and Now they are tying to hold my money mainly the travel insurance. I want all of my money back but the cancellation fee

  Business response

  12/12/2023

  Thank you for the time you have taken to share your complaint.

  The only fee assessed to your account, and the additional account you made payments for, is a $150 administrative fee per person as outlined in your brochure and/or on your statements. There is no additional penalty to be paid by you, outside of the agreed amount of $150 per person. As a gesture of goodwill, an exception was made3 to refund the the cost for the travel protection plan since the premium is higher that the penalty we are withholding; it would have cost you more to file a claim. The refund will be mailed to the address we have on file. We can resend the cancellation email outlining the terms of your cancellation, if you would like. The average time to receive the check in hand is no greater than 8 weeks from the time the refund request was submitted. 

  Hopefully this helps, if you need additional support please feel at ease to respond to call us at ************** Thank you, again, for the opportunity to address your concern. 

*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. ↩