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:12/03/2023

  Type:Product Issues
  Status:

  AnsweredMore 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.

  I booked a tour to China for two from UTOvacation scheduled for March 3, 2023. I paid $1390 US as a first payment on December 8, 2021, and $400 US as a second payment on December 22, 2021. A little over a year later, on December 30, 2022, I received an email from UTOvacation stating that I had to confirm that I wanted to go on the tour I booked. If so I had to complete paperwork and make the final payment of $598 US before January 5, 2023. The email stated, "After you confirm you want to go, the trip will become non-refundable, non-changeable and can no longer be converted to a travel credit." I confirmed "I'm going on the trip as scheduled" by clicking that selection on the email, and completed the other requirements on January 4, 2023. On January 5, 2023 at 5:19 pm I received an email from UTOvacation saying that they would "automatically convert my trip to a travel credit." This was against my express wishes, and a violation of what they said in their email only 6 days previous. I tried numerous times to reach UTOvacation, but it was impossible to get through by phone. In an online chat on January 13, 2023, I was told that rescheduling my tour was not possible. I stated that I wanted the trip rescheduled or else a refund. I was advised to wait. I heard nothing from the company and had another online chat on February 10, 2023 in which I asked for a full refund. I was told that a supervisor would phone me. Nobody called me, and I contacted the company by online chat again on February 21, 2023. I complained that no-one had phoned me despite the promise to do so, and I was told, "I will ask my colleagues from call centre to call you back today for sure." I still have not received a phone call as of today (March 12, 2023). I would like a full refund for the $2,338 US that I paid, plus interest from date of payment. * ****** ** ***** ******* *** ******* ** **** *** ***** *** ******** *** **** ****** *** **** *********** **** ******* *** ******** *** *** ******** ***

  Business Response

  Date: 18/03/2023

  #*****

  China is reopened for travelers, however your itinerary require a Chinese Visa to enter, and Chinese Consulate Visa department has not resumed their operations to accept applications yet.

  In your case, we would ask you to wait until the Visa Department resume their operations.

  We offer you a Travel Credit for future bookings, when all operations are back to normal.

  If you request a refund, please refer to our terms & conditions which disclosed to you before your purchase and also on your invoice.  Thank you

• Initial Complaint

  Date:08/03/2023

  Type:Product Issues
  Status:

  AnsweredMore 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.

  I reserved a holiday through UTO vacations, paid 50% down. As it got closer to departure Ivwas informed my trip needed to be cancelled due to country not open from covud restrictions. I could credit my trip for another time, then the just before I was to leave the country reopened but I could not travel since my reservation had been cancelled. I purchased travel insurance as well with cancel for any reason clause. Neither the travel agency or travel ins agency will honor their policies. They are holding $1710 ******* and I want it returned. I fiked a complaint with Canadian soffice of justice they cannot help 8n this matter. Please help me get my refund.

  Business Response

  Date: 18/03/2023

  #*****

  We noticed that you have agreed to have the credit allocated to your account on Jan 16, which the credit of 1716 is now in your account.

  You may use it freely and book any trips on our website, and you may use your credit make your payment at the point when you check out.

  If you request a refund, please refer to our terms & conditions which disclosed to you before your purchase and also on your invoice. Thank you

• Initial Complaint

  Date:08/03/2023

  Type:Product Issues
  Status:

  AnsweredMore 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.

  I put forth funds for a China/Thailand vacation. The business advised they would only refund a partial amount of what I paid or they would put the full amount towards a future trip. I have reached out numerous times and there will be no travel planned in the future and I would appreciate the full amount refunded or at least close to the full amount.

  Business Response

  Date: 18/03/2023

  #*****

  In the situation due to covid reason the tour was not a go, which was your case, China was not opened for travelers to go in 2022.

  We offer our customers a full travel credit.

  Regarding a request of a refund, please refer to our terms & conditions which disclosed to you before your purchase and also on your invoice. Thank you

   

• Initial Complaint

  Date:07/03/2023

  Type:Product Issues
  Status:

  AnsweredMore 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
  
  
  I Bought tickets from this company and could not go because of Covid, they said I can use the credit for something else but I could not get a refund. The FAA stated that if people could not go on their trips last year due to covid they can get a refund. Why was I told that I can either loose my money or book something else? my credit is $1,196.00, why do I have to take another tour with them?
  
  
  To:
  ***************@*****.com
  
  Thu, Dec 19, 2019 at 2:24 PM
  
  Order ID: *****
  Date Ordered: 03am31**********************Tue, 03 Dec 2019 00:24:03 -*******************Tue, 03 Dec 2019 ******** ******* 
  Your order has been updated to the following status:
  
  Complete
  
  

  Business Response

  Date: 18/03/2023

  #*****

  In the situation when the trip was not a go because of covid reason, we offer our customers with a full Travel Credit.

  If you are requesting a refund, please refer to our terms & conditions which disclosed to you before your purchase and also on your invoice. This is the final conclusion for this case, no more discussion will be made about this matter. Thank you

• Initial Complaint

  Date:07/03/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

  We booked with UTO vacation for a Thailand/China trip that was supposed to begin on March 8, 2023. We booked mid-last year.
  
  In late December, UTO notified us that all trips to China in early 2023 would likely be canceled, and given the opportunity to receive travel credits or remain booked. I explicitly declined the travel funds at that point, and said I wanted to remain booked.
  
  Just before China reopened, UTO canceled our trip anyways, issuing travel funds (a useless amount, because we bought the trip on sale). Only a few days later, China announced their reopening plans, and UTO sent a letter requesting a waiver saying if we responded to that we would still be able to go. We responded to that with a signed waiver.
  
  Since then, we've heard nothing from UTO. Despite refusing cancelation they canceled, then didn't put us back on the trip when they said they would. I've contacted them a dozen times via their online support, email, and phone but gotten zero resolution and not even one response.
  
  We don't want travel credit with a company that will likely just cancel a trip anyways, we just a refund and to be done with this awful company.

  Business Response

  Date: 18/03/2023

  #*****

  If you would chose to go you would have uploaded the required documentations accordingly, which we noticed that you didn't.

  We were able to convert your account into a Travel Credit if you have have selected this option however its a bit late to do that but we can ask an exception from the suppliers.

  Regarding a refund request, please refer to our terms & conditions which disclosed to you before your purchase and also on your invoice. This is the final conclusion for this case, no more discussion will be made about this matter. Thank you

   

• Initial Complaint

  Date:03/03/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 vendor has contacted me and assured me we will get 100% refund by check. He says it will take up to 2 weeks. So, at this point, the matter is resolved.
  
  Thank you for all your help & support,
  
  *** ** *******

  Business Response

  Date: 18/03/2023

  #*****

  We trust this case has been settled, thank you

• Initial Complaint

  Date:03/03/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  I received an email from a woman named Jill at UTO.  She didn't specifically reference my complaint to the BBB but she was "trying" to make me a more satisfied customer.  Unfortunately, they were unable to make any changes to our flights which were the biggest issue we have with this trip.  I knew they wouldn't consider refunding our money but at this point - I am just done with this company.  We agreed that they will pay for our breakfasts for the days we're in Paris and they would also provide transfer service from the airport to the hotel.  But this company is terrible and while I know that it's my fault for selecting them without doing my homework first, I wish there was a way to protect other unsuspecting buyers.
  
  Thank you for your help with this matter but you can go ahead and close this complaint out.
  
  Best regards,
  
  ******* ****eptable -- and I am demanding that they rebook our flights to accommodate a much more reasonable travel time. Please note that we extended our trip because we are going to Switzerland so our return flight is from Zurich.