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:28/09/2022

  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.

  In 2020, I booked a trip with UTO vacations; however, it was cancelled due to the pandemic. UTO has yet to respond to my numerous emails or phone calls in attempt to either reschedule this same 10 day trip to China for 2 passengers or either refund my personal credit card for 2 passengers to China. I would be have for the full refund for 2 or to book a trip for the same amount that I paid with no additional monies due. This has been going on since 2020. They are holding my money ******* and no one answers the phone to provide you with any information on next steps. I need resolution today. I even try to do the chat box on their website to seek refund. With this company, they only want to rebook but they don't provide you with available dates.

  Business Response

  Date: 19/03/2023

  #*****

  Customer has switched to a Paris Vacation package from the China Tour package.

  However customer has not paid the deposit required for the Paris Vacation.

  The booking is now in 'unconfirmed' status.

  If 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:28/09/2022

  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.

  I tried To get a person on the phone or on the chat. This was for a month and more. If I was in a foreign country with my family. I could not get UTO to respond. I have been reaching out from September 8.

  Customer Answer

  Date: 28/09/2022

  
  I>

  This is begin.Hello,
  >>>>>
  >>>>> You recently changed your ********* account name. As a security
  >>>>> precaution, this notification has been sent to the email address associated
  >>>>> with your account.
  >>>>>
  >>>>> If you did not request your name to be changed, your account may have
  >>>>> been the victim of unauthorized activity.
  >>>>>
  >>>>> Please contact ********* Customer Service at 1-877-966-0000 or
  >>>>> *******@*********.com.

  I did not change my account. > 2022-06-27 19:10:21 *********** Card U$574.00 Payment Received
  >>>> Second Payment Due Date:
  >>>> 2022-07-11 00:00:00 ******/**** Card Waiting for confirmation
  >>>> ********* ********* *
  >>>> ********* *******
  >>>> ********* ******** *
  >>>> ********* *****
  >>>> Paid: U$574.00
  >>>> Credit Issue Date: 2022-06-30 Credit Expire Date: 2024-08-13Credit
  >>>> Balance: U$574.00
  >>>> ORDER COMMENTS
  >>>> ********* * ********* 

  One I was to I was to China and the places I was going to is closed.  I tried at least 75 to chat or get a return call.    No, I have not heard one word. They said they were going to go up to the manager.
  Please can you help me. There was 3 days where the phones just beeped even before it called  and chat line was not working 
  

  September 8, I can not get a hold UTO for trip Beijing and Thailand. I called 3
  >> different days and the chat not responding. I would to please just get my
  >> credit back on to my **** card. I was very much looking forward to this
  >> trip, but now I am warned about no communication. Can you please help
  >> me. thanks No, I have not heard one word.  Nobody called .  Went ********* and never answered either.  If I was in another country with my family and I can not get back USA, that would be dangerous.  
  

   

  
  Consumer’s Desired Resolution:
  Refund

  Business Response

  Date: 19/03/2023

  #*****

  Customer has not made the 2nd deposit which was due 14 days after the initial deposit at booking.

  It was not a complete booking when 2nd deposit is missing.

  However we were flexible enough to allow customer to take the travel credit which was a request from *******, on June 6, 2022.

  If 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:28/09/2022

  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.

  Purchased a trip on 1/18/2022 a 12 day Highlights of Thailand and China on *********. Went ahead and paid the full amount at time of initial purchase. Our trip was scheduled for Oct 31, 2022, but UTO Vacations (Becky) sent me an email stating that due to China Zero Covid restrictions the quarantine might be 14-21 days, so they recommended I cancel and use the travel credit towards another trip. All sounded good so I cancelled the trip and have a credit now. Shortly after that I saw on ********* basically the same trip but 10 days, The UTO representative Amy and I spoke and said sure we can move you to that trip how do how about Mar 6/ Mar 8, 2023, I chose March 6, 2023. But now they want $1060 more to do the trip. I am very disappointed in ********* for I have used them for decades and the only reason I booked this trip with UTO is because I trust them. I don't trust UTO Vacations for obvious reasons and don't want to give them any more money; for march trip might be cancelled and they just keep moving up the prices, I feel this is a **** and is not a company that cares about their customers. Sure, I am out some money but now my goal will be to educate all on this company's practices. Not someone you want to do business with, and I think ********* needs to look in the mirror and ask if this is someone they want on their website. Clearly, I am not the only one that was taken by this company wish I would have looked up the name earlier, but as I said I trusted *********, my mistake but I have learned!
  
  I would be happy with a refund, or getting the original trip for the feed we already paid in full

  Business Response

  Date: 19/03/2023

  #*****

  Customer has been received a full refund.

  Case is closed and settled, thank you

  Customer Answer

  Date: 22/03/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:26/09/2022

  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.

  My wife and I purchased a Paris travel package from UTO Vacations in January 2020 ($2,500.00) for travel and accommodations to Paris on October 21, 2022 (order number UTO-*****). Over the following 18 months UTO requested payments, copies of passports, copies of COVID vaccinations, and a signed liability waiver they provided. All of the documents and payments were made prior to any deadlines. Their website stated “* We will upload final travel confirmation 30 days prior to departure date here (fight, hotel, tour guide).”
  On September 21, 2022, I contacted UTO regarding our trip information. Their representative Brian told me they would provide all the trip details either today or tomorrow. Neither happened. I contacted UTO again on September 23, 2022, and was informed their tour coordinator had cancelled the trip. UTO offered a refund minus a 4% bank charge for their cancellation.
  I had complied with all of UTO’s booking and document requirements. UTO unilaterally breeched their travel agreement with me and subsequently demanded a 4% cancellation charge for their failure to provide the travel package I purchased from their company.
  This company provides no support or communication to their customers other than to demand payments and documents. To demand a customer pay a 4% cancellation “bank charge” for a booking they were unable to fulfill is ********* and borders on ***********. * ******** **** ********* ** ***** ***** ******** **** **** ********* *******. Notably, this matter remains unresolved.

  Business Response

  Date: 19/03/2023

  #*****

  Customer has received refund of his payments.

  Case is settled, and closed, thank you

• Initial Complaint

  Date:26/09/2022

  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 2 trips with this company, 2 people for Paris and 5 people for China. Both trips were cancelled due to covid. Now I am trying to get a refund rather than apply to the same trip that now costs way more. They are very slow to respond to emails and don’t answer the phone. They are quoting their cancellation policy and not giving me a refund. But I didn’t cancel. The trips didn’t happen, and I should be entitled to a refund.

  Business Response

  Date: 19/03/2023

  #*****

  It was due to covid situation China was not opened for travelers.
  We offered our customers a full Travel Credit which will be good for future bookings with UTOvacation packages on our website.
  If 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:23/09/2022

  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 purchased a China vacation package in November 2019. Payed in full, then COVID hit and of course the vacation is canceled. I have asked for a refund over 6 times from this company and they continue to change their story, and stated they have a $399 cancellation penalty and would only give me a portion of what I payed. It was been 3 years, and the package I previously purchased is no longer available and any new packages are much more expensive. They refuse to refund me the original amount I payed, when they were the ones the cancel the trip. They have also set a date for when I could use my credits, which makes no sense. Their customer service department is rude and replies a month later to any emails. I would like a full refund. So disappointed.

  Business Response

  Date: 19/03/2023

  #*****

  It was due to covid situation China was not opened for travelers.
  We offered our customers a full Travel Credit which will be good for future bookings with UTOvacation packages on our website.
  If 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

  Customer Answer

  Date: 19/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  This company canceled the trip, I did not. They canceled the trip and there are not others that China is allowing at the same capacity. I do not feel safe traveling with them as others have reported dangerous situations while traveling with UTO. UTO owes me $1158. They are not following Canadian travel laws or US travel regulations. 
  
  
  
  Sincerely,
  
  
  
  ****** ************

  Business Response

  Date: 04/04/2023

  #*****

  UTOvacation did not cancel the trip.  It was because of covid China was not opened for travelers.

  UTOvacation's position remain the same:

  It was due to covid situation China was not opened for travelers.
  We offered our customers a full Travel Credit which will be good for future bookings with UTOvacation packages on our website.
  If 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:22/09/2022

  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.

  *Date of transaction: 2021-10-01
  *The amount of money paid: $600 USD
  *The business committed to providing me the below for 2 passengers:
  1) Round-trip international flight from New York
  2) Ground transportation between the cities ( Athens-Olympia-Delphi-Kalambaka-Meteora-Athens )
  ( BY BUS )
  3) Hand-picked 4-star hotel accommodations
  4) Sightseeing admission fees as listed on the agenda
  5) Food as specified on the itinerary (B-breakfast L-lunch D-dinner X-no meal)
  6) Special cultural programs as specified in the schedule
  7) Professional English speaking local tour expert
  8) All tax and fuel surcharge
  9) UTOvacation's Travel Assurance Program ( Free Reschedule before 150 days prior to trip departure and
  before air tickets are issued )
  * Canceling trip that was already partially paid for and then refusing to give you a reimbursement when travel is not fulfilled. At the end they don't provide you the service or the goods that were purchased and refusing to give deposit back. **** ** *****. I didn't pay additional funds to this company after my family member who also booked this trip mentioned that the trip was postponed and after paying the trip in full and then asking for more funds on top of the trip price. **** ** * **** *** I do not believe they ever schedule tours nor is this a real company.
  * The business has not tried to resolve the problem and does not answer the phone.
  *Order No.UTO-*****

  Business Response

  Date: 19/03/2023

  #*****

  Customer has disputed payment and she won the case.

  Case is settled, and closed, thank you

• Initial Complaint

  Date:22/09/2022

  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.

  My wife and I booked a trip with UTO Vacations for a China trip on 10/30/2019. Trip to depart on 4/24/2020.
  Due to COVID Restrictions, UTO canceled the trip.
  On 9/1/2020 we received a travel credit of $4039.60 from UTO
  On 5/31/2021 we booked a trip to Peru for a start date of 10/15/2022, returning 10/24/2022.
  On 5/27/2022 we received from UTO a detailed invoice showing paid in full. Zero balance owed.
  Since then we have never received any further instructions from UTO for things such as departure flight
  number, vaccinations required etc.
  On 9/13/2022 sent email to UTO requesting details (above) of trip.
  On 9/15/2022 spoke with a Utyuki at UTO. She told us we owed $80.00 that was past due. We Never received
  an invoice for this amount, She said it was a service charge for a driver and tour guide. I offered to pay right
  then with a credit card. She said she could not accept. I asked if she would transfer me to someone who could
  resolve the issue. She said she could not but would send a message to the tour operator. Said he would respond within a few business days. As of 9/20/2022, we have not heard anything from UTO.
  At this point, I believe UTO has dropped us from the Peru trip.
  We would like our money back in full and not as a credit. UTO has been very difficult to deal with: either no
  response, or very slow to respond.
  
  Thank you, ***** *** **** ********** **** ** ***

  Business Response

  Date: 19/03/2023

  #*****

  Customer has requested canceled and refund.

  Case is settled, and closed, thank you

• Initial Complaint

  Date:21/09/2022

  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 a trip to Japan during the pandemic. It was scheduled for October 2021. Due to Covid it was canceled and rescheduled for October 2022. Obviously, since that is a month from now, I have been trying to get information on our trip. Company won’t return emails or phone calls. We want our money back.

  Business Response

  Date: 19/03/2023

  #*****

  Customer has rescheduled the same trip to go in October 2023.

  Case is closed, thank you

• Initial Complaint

  Date:21/09/2022

  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.

  I first booked a vacation for my family with UTO on 8/26/2020. We were scheduled to go to Central Europe in Spring 2021. I paid $1200 as the required deposit. Covid then hit Central Europe hard, so we could not go. I contacted UTO in July of 2021 to request a refund, and they refused. They stated that our deposit had been transferred to a travel credit. I tried to argue with them, but they refused. In February 2022 my son had several mental health incidents occurring, which resulted in him withdrawing from college. I again reached out to UTO, stating that I wanted a refund as there is no way for us to plan a vacation in the near future and I believed the company was improperly holding onto our funds. They again denied me. Based on circumstances and their unjust policies during COVID, I am asking for a refund of our deposit.

  Business Response

  Date: 19/03/2023

  #*****

  It was due to covid situation your tour was on hold and postponed.
  We offered our customers a full Travel Credit which will be good for future bookings with UTOvacation packages on our website.
  If 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