EF Educational Tours review: Enhanced protection package

Our new middle school received a presentation from EF soon after the beginning of the school year. While my wife and I were hesitant to sign up, but we decided to sign our twins up after speaking with some other parents. Many of our son's friends will be going on the trip to New York and Washington and we feel good that he will have his friends there. Our twin daughter, on the other hand, only has one, maybe two friends that are signed up at the moment. Our daughter and her two friends recently had another opportunity that they may want to take advantage of, but it is during the same time that the EF trip is scheduled so there is a possibility that we may cancel her trip if her friends do.

I would like to add on the enhanced protection package so that we can get a full refund should we decide to cancel her trip closer to the deadline. I'm willing to pay the difference to add said package, but the regular customer support is unwilling to help me with this request.

Is there anything you can do to help me add the enhanced protection package to my daughter's trip? We're already having to pay double since we have twins and there was no discount to take advantage of. Additionally, we can't afford to lose that money that could be applied elsewhere for our daughter's education.

Let me know what you need from me to make this simple request happen.

I have emailed customer service and the person responding to me won;t let me know his/her name and is complete apathetic and unwilling to help. It is highly concerning that this company interacts with children and offers no leniency when it comes to helping a parent out with a child's education.