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Business Profile

Travel Agency

UTOvacation

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Travel Agency.

Important information

  • Customer Complaint:
    Due to the volume of complaints received, BBB is publishing the details (text) of 25% of complaints as a representative sample.

Complaints

Customer Complaints Summary

  • 572 total complaints in the last 3 years.
  • 98 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:07/01/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We put down a deposit on a trip to Asia with UTO on 9/8/22. On 3/24/23, we were given an option to put our credit ($1202) toward another trip, which we did, due to the political situation in China. We were going to go to Peru with them this November, but they never applied our credit to the trip, and it’s impossible to get in contact with them. When I first purchased the trip, the company had good reviews. Now, reviews say it is a scam, so obviously we don’t want to pay the balance of the trip and risk traveling with them. We should get our deposit back.

  • Initial Complaint

    Date:02/01/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My husband ****** ** ****** and I paid $2,578 for a trip to Japan and China scheduled to depart the U.S. on March 3, 2020 and return March 17, 2020. UTO Vacations cancelled the trip due to the Covid Pandemic. We paid in October of 2019. They have offered us other far more expensive trips since that time but have refused to refund our deposit which included $580 in compulsory tips to guides and drivers. My husband is now 88 and not very mobile and has been this way for the last two years. We arranged this tour with our friends--3 other couples. This company has not responded to any of our correspondence requesting refunds. Their travel credit to us expires on December 31, 2024. We are hoping your help will get us some response from this company.

  • Initial Complaint

    Date:23/12/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am submitting a complaint against UTO Vacations regarding a vacation package purchased on November 25, 2022, for $1,858. This package, which was part of a Black Friday promotion, included visas, flights, accommodations, the Travel Assurance Program, and gratuities. The trip, originally scheduled for a later date, was canceled approximately six months prior to departure due to Covid-19. Despite this cancellation, UTO Vacations did not offer a refund but instead provided the option to rebook using travel credit. Since then, UTO Vacations has repeatedly canceled my rebooking attempts and, in doing so, has significantly increased the cost of the original package, now charging between $10,000 and $20,000 per person, compared to the initial price of approximately $900 per person. After researching, I discovered that multiple customers have experienced the same issues. This appears to be a case of price gouging, wherein UTO Vacations is exploiting the travel credits issued to customers and charging exorbitant fees for rebooking. The company’s contract explicitly states that refunds are not allowed; however, given that no services or goods were provided as originally agreed, I believe this policy is unjust. Furthermore, UTO Vacations has failed to deliver on the terms of the contract despite receiving full payment. I have attempted to resolve this matter by contacting their customer service department on several occasions, but to date, I have received no adequate response or resolution. I am requesting a full refund of the $1,858 paid for services not rendered, as UTO Vacations has not fulfilled their obligations under the terms of the agreement.

  • Initial Complaint

    Date:17/12/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have uploaded a copy of our invoice from UTO vacations - first off they NEVER answer your call or return calls. They place you on hold and then after a 3 minute hold time they disconnect you. I have made over 30 calls to them and they never will talk or return calls. Note that our invoice includes two payments (dated 10/17/2024 and 5/7/2024 for $ 340 & $ 220) total $ 560 for 2 hot air ballon rides which were cancelled due to snow. I have sent messages and called them asking for a refund and they will NOT return my call or answer my email - I would LIKE A REFUND for services not provided. Also they charged us per the invoice $ 225.00 each (total $ 450.00) for compulsory tipping to tour guides and drivers which was confirmed by all 21 people on this trip that UTO NEVER turned over to our tour guides and bus drivers. **** ** ***** ** *** **** ** *** - each of us on that trip had to pay out of our pockets tips to the bus driver and tour guide because UTO charged us and did not turn over these amounts. I have requested refunds for each of these from UTO and they are TOO BUSY SELLING MORE **** TRAVEL PACKAGES to reply to anyone on this trip.

  • Initial Complaint

    Date:12/12/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Bought 2 tickets from UTO Vacations for myself and my daughter for a trip to China. The tickets were extremely reasonable as it was during Covid. UTO Vacations then canceled the trip. When I went to re-book the price increased to over $10,000 per person. I cannot afford to spend that kind of money. I feel that I have been deceived by UTO and want a refund. Please see the amount below.

    Regards,

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

    Customer Answer

    Date: 06/01/2025

    Thank you for your help with my complaint.

    I have not heard anything back from UTO.  I have spent hours and hours trying to reach them to no avail.

    I really appreciate your assistance!  

    Warm regards,

    *****

  • Initial Complaint

    Date:09/12/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We paid UTO $2,274.00 for a trip to Greece and due to work issues we had to reschedule. We have made several attempts to contact UTO but to no avail. They will not return our calls or e-mail us. Every time you call they put you on hold and then disconnect. Currently we have a balance of $994.00 of credit that hasn't expired but all of the trips they offer are extremely over priced and we are hesitant to give any additional money and we would like a refund for the money we already gave UTO. UTO lured us in with cheap trips and then delivered nothing. ** **** **** *** * **** ******* ******* **** ***** ****** *** ***** ** ****** *** ******

  • Initial Complaint

    Date:06/12/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We booked a package tour to China in black Friday 2022 for a trip in March 2024 and paid the deposit USD 1695. The trip was cancelled in Nov. 2023 by UTOvacation. I called them many times as an existing customer but never got my call through. Then I chose new customer line then immediately connected to a woman. However she refused to provide the refund and only gave me the credits for the future trips. I checked other available trips multiple times however the prices are a few times higher than the trip I booked. Today I read a few other google reviews about this company and I found many other victims are in the same situations. Firstly they booked good priced trips then the trips were cancelled without the refunds. then available trips are way more expensive than the original trips. * ******** ** ** * ***** ****** * ******** ***

  • Initial Complaint

    Date:06/12/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I booked a trip with UTO 5/23/2023. I paid the remainder of my balance 9/2/2024. Total for trip was 2534.00. Customer service representatives state I missed the deadline to submit my passport information. They will not cancel my trip, issue a refund, or travel credit.

  • Initial Complaint

    Date:02/12/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a vacation package through UTOvacation on January 27, 2023 for a trip beginning on May 25, 2025.

    At the time, the cost of the full trip ($198) with the exception of gratuities, was paid. In fine print, they said that if the remaining balance ($80) and passport information as not received 180 days in advance, there would be a $2000 per person penalty.

    They sent no additional notification or emails reminding that this balance and information was due 6 months before the start of the trip. When I logged into my account to view information about my reservation (5 days after the 180 day deadline), I found out that my reservation was no longer valid.

    I contacted them immediately to try and provide the necessary information, but they were unwilling to accept the information without the penalty or reschedule the trip so I could clear their deadline.

    It is clear this was a disgusting ploy to get people to give them $200 as they clearly knew that without reminding people of these deadlines, most people would forget what they signed close to 2 years prior, and that they could either keep the $200 or force people to pay $4000 for a trip that was supposed to be $200.

  • Initial Complaint

    Date:29/11/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Hello,

    I booked a trip with UTO vacations in November 30th of 2019 to travel to China and Japan in Nov 28, 2020. After reaching out to them to see if they plan to update my reservation given the China travel restrictions I was told to look for an alternative trip or wait and see if there restrictions are lifted. After trying to get a refund of $1794.00 USD and being told the reservation is non refundable I asked if the trip was still on when the quarantine restrictions were lifted and got no answer. I reached out to UTO vacations via phone, chat, and email to see about rescheduling the trip and haven't heard back from them.

    UTO gave me a credit, but expired on 2024-11-08.

    Now I have nothing and they just say "sorry".

    Help please!

    Full Name: ******* ******* ******
    State/Province of Residence: Dallas, Texas, USA
    Amount of Loss (USD amount you've given UTO that you'd want refunded): $1794.00 USD
    Purchase Date(s): 2019-11-30
    Reservation Number(s): ***** / ***** Date when your "credit" will expire (or has expired): 2024-11-08
    Email Address: **********@*******.com
    Phone Number: +1 9** *******
    Thank you

    *******

UTOvacation is NOT a BBB Accredited Business.

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