Complaints

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.

• Initial Complaint

  Date:25/11/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Croatian 10-day tour ***************** We were booked on a “light fare” flight and we have to pay for our luggage EUR79.29 each which totaling EUR158.58 for two each flight. For the amount charged for the tour, we shoudls never have to pay for checked luggages especially on international flights. Also we are required to prepaid tips of US$180 per person for tour guide and driver whom they were not aware of. ******** ** **** **** ****** *** ******** ** **** ***** *** **** **** ** ** ******* *** **** ***** ****** **** ******* ******** 

• Initial Complaint

  Date:25/11/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Date of Transaction: 02/05/2019
  Amount Paid: $2156 ( Paid in full)
  What the Business committed to provide: I booked a flash deal for a 10 day trip to China for 2
  
  Dispute: I learn that the company went ahead and unbeknownst to me, unilaterally issued a travel credit to me for the $2156 USD in December 2022 (no agent brought this up when I chatted with them, they kept asking if I WOULD ACCEPT a credit, which I did not). And the worst part is, they are now telling me the credit is expiring in December 2024.
  
  They are refusing to pay me a refund, which I am now requesting. I have my transaction and chat records I can share. I was never notified that I had a credit issued in 2022, and they created and backdated a false record to substantiate this while I was live chatting an agent.
  
  None of their available trips, if I trusted that they would even honor them, are even close in terms of price- most are 5 to 10 times more expensive. This is an unfair **** *** ****** which is becoming outright ******
  
  There are many other people that have filed complaints to **** and the BBB with no response from the company to refund any of their customers. They change information while your on the chat with them. I took a few screenshots of them attempting to do this. When I said I had proof they told me it was a system glitch. They threatened to not work with me for other alternatives if I filed complaints. I have not heard back from them on getting help for comparable trip if they don't want to refund me. I am being told I need to pay the difference when it clearly states if the trip is paid in full they can't charge you for the difference. I am looking for help in getting a refund or escalating this matter.

• Initial Complaint

  Date:21/11/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  The trip was cancelled by them during Covid, and I requested a refund, I was told that they could only provide a credit. Now, their prices are so astronomical that I cannot afford any of their trips to use the credit!

• Initial Complaint

  Date:21/11/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Original date of transaction: 12SEP2019, last payment made: 04DEC2019
  Purchase: 2x China Price Buster 10 Days-USA depart, 2x China Visa 10 yrs multiple entries, 2x compulsory tipping
  
  Issue: The covid pandemic shut down the ability to take this trip, the company offered an extension to take this trip after the pandemic, however, the time it took China to open back up made this impossible. They extended my voucher to use for any other trip through 23APR2027. Since then, the company has changed its phone number so you can no longer contact them via phone (you route through a directory and each option hangs up the phone on the caller), they've jacked their prices up so nothing is affordable to apply the travel credit to (e.g., a trip that used to cost around $2000 is now $15,000USD, every trip on their site is now priced like this-absolute PRICE *************** ******** ****** * ***** ** ********* ********).
  
  There appears to be no way to reach them-I am emailing them without response while their website says it should take 5 days for response. I believe the price difference is a ********* business practice, as I was "****** **** ********" with the available offerings for travel. Now they're simply unaffordable and above industry standards by a lot.
  
  I am requesting a refund for the $1418.00 USD I originally charged on my credit card for their travel and travel services as they are unable to fulfill the original contractual obligation They're also advertising as a A+ Better Business Bureau company while they appear to be not accredited. My last email from them was in January 2023.

• Initial Complaint

  Date:21/11/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 myself, ***** ** ***** along with 3 other couples booked and paid for a 15 day trip to Japan and China scheduled to arrive March 3, 2020 from the USA to Shanghai, China. UTO cancelled our trip due to the Covid-19 pandemic and the subsequent closure of airports and towns. Each couple paid in full, in advance of departure, $2,528.00. Althought UTO Vacation offered us travel credit for future travel with them, their trips being offered range between $10,000-$30,000 making it unaffordable for us to partake in and we do not conside this a legitimate offer. They are scamming us and have kept our money since October, 2019 and have not made any attempts to refund our money. They are offering trips we cannot afford. Our travel credit is due to expire December 31, 2024. UTO Vacation company no longer responds to us after many attempts via phoning and emails. We urgently ask for your assistance in this matter for us. Regards, **** ** ***** *** ***** ** *****

• Initial Complaint

  Date:15/11/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  On June 22,2022 I purchased a tour to China and Thailand with UTO to be completed in Nov 2023. The tour included flights and accommodation. I moved that year and in Feb of 2023 I reached out to the company multiple times to inquire about the airport where I would be departing and returning. I emailed and called repeatedly. None were ever answered. In May 2023, after two months together attempted communication, I finally filed a complaint with my credit card, since I was not able to assure safe travel to a foreign country. Only when I lodged the complaint did the company respond, and only to cancel our trip with no refund or conversation. I reached out again to confirm I would love to go on the trip and would only cancel due to the inability to speak with anyone from the company about the details of the trip. They resumed their silence and were unresponsive to all my attempts at communication. Had they simply spoken to me I would have loved to go on the trip, but they refused all communication. The trip cost $800, and no refund, partial refund, or even a phone call was offered.

• Initial Complaint

  Date:13/11/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  UTOvacation | A Touch of the Exotic - Order ********* I fully paid for this 10 days Japan tour $1994 on 10/26/22. The tour date was schedule for 4/19/23. They promised to contact 30 days prior to departure with the flight detail. When I call UTO told me that this date is cancelled because it still pandemic restrictions. They gave me a credit and ask to book a different one. I try to explain that it was a gift for 55 birthday and it they don’t have this dates available I want to refund full amount since it was not my fault, it was cancelled . They said it’s not refundable, even if I purchased insurance. When I try to look at different day the price becomes at least x2 more expensive. I try to cancel charges through my credit card, Uto send notes that deal is not refundable, and charged about $300 for each claim I submitted with credit card, since they are refueled to make it in 3 payment . Finally when I talk to them UTO TOLD ME THAT THEY DEDUCTED about $900 for credit card neglect, and if I signed waiver they will give me provisional credit to use for future tour $1000, which will expired in 1 year. Seriously, they raised their price so much , this money would not buy anything . **** ** *** ******* **** * **** ***. I lost $1,994 and my planed vacation. **** ******* ****** ** ****** **** ******** *

• Initial Complaint

  Date:13/11/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 brother and I were scheduled to take the China Adventure 9/10 Days trip departing 10-29-24. We were notified of the trip cancellation one week before the departure date. Although UTO is agreeing to refund the U$2,746.00 paid for the trip, I have also requested that they reimburse us for the Chinese Visa Costs we incurred for this trip. They have refused to acknowledge that they should be responsible for these charges as well, since we would not have incurred them had we not been required to do so in order to enter China. Those charges amount to U$629.00.
  
  I am filing this complaint to get some help in having them refund the Visa costs to me.

• Initial Complaint

  Date:11/11/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Before the Covid pandemic, we booked a trip with UTO Vacation, which was canceled due to the Covid pandemic. The money we had already paid was credited to us in the form of a credit note. In September 2024, we, two couples, redeemed this credit and took a trip, the Land Tour to China and Japan. UTO Vacation sent us the itinerary before the trip, but unfortunately mixed up the start date and so we were 1 day early in Xi'an, the starting point of our tour. As the emergency number provided by UTO Vacation did not work despite countless calls, we had to organize our own transfer from the airport to the city and our first overnight stay in a hotel.
  
  In addition to this trip, we booked a tour to Mount Fuji for October 4, but never got the details from UTO Vacation, they forgot to book it. On October 3, because the emergency number was not working, I wrote to UTO Vacation and asked for the tour details. They then simply sent us a voucher for October 5 with a cheap excuse that the tour on 10/04 was already fully booked. I then told them that we couldn't go on this tour on October 5 because it was scheduled for October 4 and we already had all the other days planned.
  In the end, I asked UTO Vacation to reimburse us for the transfer from Xi'an airport to the hotel (USD 13), the overnight stay in the hotel (USD 100) and 4 x Tour Fuji. The breakdown is as follows.
  Mount Fuji Tour 4 x 149 = 596.00
  Xi'an: Taxi airport to hotel = 13
  Xi'an: 1 x overnight stay in hotel = 100
  Total USD 709.00
  
  On October 24, UTO Vacation confirmed that they would refund us USD 709, but only in the form of a credit, i.e. we could then redeem this credit for a new trip. We do not agree with this solution because it was not our fault. This was entirely the fault of UTO Vacation.
  After such an unsatisfactory trip, we have no desire to book another trip with UTO Vacation and are demanding a refund to my account.
  
  All communication with UTO Vacation including invoice and itinerary is available.

• Initial Complaint

  Date:06/11/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  In March 2022, we (****** and ***** *****) purchased a travel package to Thailand and China from UTOvacation, only to encounter multiple issues, delays, and unexpected costs. Despite paying $4,588—far exceeding the advertised price due to add-ons—we faced continual obstacles from UTOvacation. When the trip was first delayed due to COVID restrictions in China, UTOvacation offered us future travel credits instead of refunds. Our attempts to reschedule or receive a full refund were met with unhelpful customer service, partial refund offers, and added fees.
  
  In July 2023, UTOvacation informed us of another cancellation, citing travel advisories. Again, they denied our request for a refund and instead provided us with credit. Frustrated, we decided to apply our credits to a different trip, ultimately choosing a tour of India, which required additional fees despite our initial payment. Yet in September 2024, the trip was canceled again due to an alleged missed payment, though UTOvacation had failed to provide any reminders. Our attempts to resolve the issue led to another costly late fee demand.
  
  After discovering reviews from other customers with similar complaints, we realized that UTOvacation’s deceptive business practices were standard. Now, we are seeking justice, calling on the Travel Industry Council of Ontario (TICO) to require UTOvacation to refund affected customers and urging ********* to end its association with them. We are demanding a full refund for ourselves and ethical business practices from UTOvacation to prevent further consumer harm.