NBC 5 Responds has received dozens of complaints from families who say EF Tours, a travel company based in Cambridge, Massachusetts, is charging them a cancellation fee to get their money back, even though they purchased travel insurance through the company when they booked the trip.
“For me, I thought that was a good description of what we'd get. We'd be protected in case the trip was canceled,” Denton said.The first was travel vouchers for the full value of the trip that would be good through September 2022. The second, was the ability to transfer the vouchers to another family or student, and the third was a refund, minus a cancellation fee of $750 per ticket.She and her family are not alone.
"Since the announcement of the March 11 travel restrictions, we have offered every customer the chance to move their tour to another date, thereby protecting every dollar of their investment. At this time, the majority of our 2020 tour groups have opted to accept flexible travel vouchers, allowing them to rebook their educational tours at no penalty or added cost.
"We understand that the public health and economic impacts of this crisis are severe, and we are doing everything we can to support the families and individuals who were planning to travel with us. We are also being responsible about business resilience in order to continue serving the vast majority of travelers who are looking forward to exploring the world in the future.”
"A lot of travelers are finding out their travel insurance isn't going to apply in a pandemic,” said Melanie Lieberman, a travel expert and senior editor for The Points Guy.“I think it’s [the pandemic] going to change the travel insurance industry as well. Travelers are going to demand more transparency and travelers are going to expect to see that without having to dig for it. They want to know what they’re getting and what they're paying for,” she said.
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