Travel Agency
UTOvacationThis business is NOT BBB Accredited.
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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 ComplaintThe 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:18/08/2022
Type:Product IssuesStatus: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.
April 18, 2022 UTO Vacation cancelled UTO-**** tour for third time. This time due to insufficient # of travelers.
California Law 17550.14 requires a full refund within 30 days of cancelation. With the help of the Attorney General for California, Edmon L.(********@***********.com), Manager of South America Tours at UTO Vacations (******@***********.com & ********n@***********.com) agreed in response to a full refund of $3570.
Citi was able to recover $944. Still due us is $2626. UTO indicated the $2626 would be applied to the credit card and would send us a confirmation that it processed. We have heard nothing and they are not replying to emails. Credit us or issue a check for $2626 to comply with the law.Business Response
Date: 28/08/2022
Dear Customer,
We have been reached out to you for the mailing address, and we just got the address from you this week, the cheque was mailed out, you should receive in a few days.
This case should be closed.
Thanks for your understanding
*********** teamCustomer Answer
Date: 29/08/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
We have provided the address three differrent times starting on May 18, 2022 AND since May, 2022, we have been promised six times a full refund. Until we receive a full refund that can be cashed without problems, we do not consider this case closed.Business Response
Date: 11/09/2022
The cheque was mailed out on Aug 25 (number#***).
The case has been closed.
UTOvacation Team
Customer Answer
Date: 22/09/2022
Wanted to update you with great news!
We finally received a full refund from UTO Vacations thanks to your help.
It was mailed August 29 and received deposited Sep 6. We just returned from a trip
and received confirmation that the check cleared for the full refund of $2626.
Thank you so much!Initial Complaint
Date:16/08/2022
Type:Product IssuesStatus: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 ,**** **** and my wife *** ****** made reservations and paid the deposits ( with **** in june and August 2019 ) for the Japan Fall Trip in November 2020 ,thru UTOVacation company
.
The trip was postponed twice because of the Covid Pandemic.
Finally it was cancelled this time in the year of 2022 by UTO Vacation Co. for the same reason.
In return they offered us another trip ,which we are not interested in because of our personal reasons,
we refused and ask them for full refunds of the deposit $ amount
They are not responding to our requests up to now.
Pls help us with this unhappy experiences.
Our tour leader Mrs *** *** **** also filed complaint thru BBB for the same trip situations .
Appreciate your helps , thank you very much in advance.
**** * ***Business Response
Date: 26/08/2022
Dear Customer,
Thanks for your comments, your tour is to Japan in October
The reason we are pending the payment/ticket is because the travel status to Japan is still not final confirmed. We are trying to wait for confirmation from Japan in the last two months.
The answer until today is still unconfirmed, first is the visa issue, now all the travelers going with the tour company need to request a special visa approval from the Japan government - ERFS application, none of the cases has been done successfully. Secondly, Japan now is experiencing the 7th wave of covid (https:**********************************************************************************), according to our team in Japan, their government might change the reopen policy very soon.
With those concerns, we can not proceed with your air ticket at this time, as airline tickets are fully non refundable.
I will suggest moving the Japan trip to 2023. I will keep you updated. Of course if you don't want to wait till 2023, we do have lots destination travel available with no restriction and fully stable.
Thanks for your understand
UTOvacation Team
#*****Customer Answer
Date: 03/09/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Tks for your response to my complaints , appreciate your consideration to reschedule the Fall Japan trip to 2023.
We are accepting the move but only if THERE WON'T BE ANY EXTRA CHARGES ON US for any reasons.
Just want to mention that we are in the same traveler group with Mr & Mrs ***** **** ,who also filed complaint ( #******* ) via BBB, and also have the same requests like ours.
Appreciate your attentions!
BTW ,we noticed that other Travel Agency ,Company still are able to organize trips to Japan this Fall ,without any problems like you mentioned and had hard time with.
Thank you very much again.
*********
*********************
*** *** *****Business Response
Date: 29/03/2023
#*****
In 2022 Japan was not opened for travelers and we have offered our customers a travel credit.
*** **** & her group has used credit and rebooked another trip departing at a later date.
Customer may use the deposit as a travel credit to rebook the same trip or an alternative trip.
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:11/08/2022
Type:Product IssuesStatus: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.
Purchased tour to china for October 2022. Called them today and they told me no tours will take place. Asked for refund, they refused tol me SOL. Worst company to deal with, do NOT RECOMEND AVOID!!! Waiting for refund before file ***** with other agenciesBusiness Response
Date: 08/09/2022
Business Response /* (1000, 8, 2022/08/23) */
We have contacted this customer, the case has been resolved, customer confirmed payment has received.
Thank you for your attention on this matter.
UTOvacation TeamInitial Complaint
Date:11/08/2022
Type:Sales and Advertising IssuesStatus: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 purchased 5 travel packages on a special for Japan, which was paid in full 10/23/2021. We noticed that sometime this year in the past few months, our account was adjusted and we have a "due balance" of $5800. We have sent over 10 chat messages and emails in the past two months. Each time, we are assumed that Steven will update our account to show paid in full. To make matters worse, when I asked very directly through a chat as to whether the trip would still be happening (due to covid, visa restrictions) they admitted that the trip will be canceled. Yet they're still requesting more money, knowing the trip will not happen. As Steven hasn't corrected our account back to paid in full, we requested to speak from someone within the company. Each time, the chat line gets our number and states Steven will call us, yet he never does. I see many other complaints on BBB about these same ******* practices.
****** *** an ******** email from Steven confirming trip and price. I have ******** our payments shown on the website totaling $5495, which completed payment. Then Steven went in months later and changed our trip to full price-- double the cost-- asking us to pay the amount due despite the fact that he is fully aware that this trip will be canceled due to Japan's visa travel status. Please let me know if you would like to see all the chat transcripts over the past few months as we tried to resolve this.
We are requesting a cash refund, not a travel credit. We do not feel confident in this company and do not want to jeopardize our family's safety in another country **** * ******* **** *** **** ********** *** ********* ********** *** ****** ********Business Response
Date: 23/08/2022
Dear Customer,
Thanks for your comments, it took us some time to check the email records, and we have adjusted your tour price as we committed, please review your account.
The reason we are pending the payment/ticket is because the travel status to Japan is still not final confirmed. We are trying to wait for confirmation from Japan in the last two months.
The answer until today is still unconfirmed, first is the visa issue, now all the travelers going with the tour company need to request a special visa approval from the Japan government - ERFS application, none of the cases has been done successfully. Secondly, Japan now is experiencing the 7th wave of covid (https:**********************************************************************************), according to our team in Japan, their government might change the reopen policy very soon, we don't know it will be another lock down or quarantine restriction.
With those concerns, we suggest to reschedule your trip to 2023.
We are sorry for all this inconvenience. UTOvacation has been in business for 11 years *** *** **** ** **** *** **** ***** ********* *** *** ******** *** ***** **** ** ****** ***** ***** **** ********* ** ******. During the unprecedented plague period in the last 2 years, you have no idea how many passengers we have helped to reschedule, rebook or switch their itineraries to the full satisfactory.
UTOvacation Team
#*****Customer Answer
Date: 24/08/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
1. YOu have not corrected the price, it now says we owe an additional $800.
2. I have two recent chat transcripts from UTO stating the trip to Japan will not happen. Their explanation was that they need at least5 months in advance to plan the trip once they get approval, and November is less than 5 months away. Therefore, the response that UTO is "waiting to see if the trip to japan will happen" is incorrect. We are requesting a full refund of the $5495. *** ********* ** ** ********* **** **** ************ ******** **********Business Response
Date: 01/09/2022
Dear Customer
The fact is Japan is still not accepting individual travel at this point, and you are correct, we do need 5 months of processing time. "Should an outright travel ban be implemented by the departing or destination country/city, a full travel credit will be offered. Refunds will not be granted for pre-existing situations at the destination country at the time of the booking. Please note, should UTOvacation incur any unexpected costs from its suppliers, these costs would be subtracted from and balance/travel credit issued to the passenger." This T&C has been stated on our invoice.
Base of that, We would like to offer the reschedule or full travel credit options.
Thanks for your understanding
UTOvacation TeamCustomer Answer
Date: 03/09/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
1. We have requested a full cash refund. UTO has demonstrated ******* travel business practices and should be held liable as such.
2. UTO sold us a travel special, and then demanded another $5,000 cash from us even as they knew that this trip would not happen due to travel restrictions.
3. UTO told BBB that they changed the price back to the original agreement, but they are currently still asking for an additional $800, even though this trip will be canceled.
4. UTO has held our money and refuse to refund it.
*** **************** ****** **** ********** ** ******* ******Customer Answer
Date: 07/09/2022
UTO has stated they will give a full travel credit when speaking with the BBB. UTO just emailed us stating they would be withholding $300 per person ($1500) as a non refundable deposit. They are not being honest with what they are reporting to BBB.Business Response
Date: 09/09/2022
The travel credit for a future tour booking is 100% of you payment.
To cancel the booking and request a refund, $300 per person is non refundable, we have made an exceptional offer based on our cancellation policy.
Thanks for your understanding
UTOvacation Team
Customer Answer
Date: 16/09/2022
Complaint: ********
I am rejecting this response because: we should not have to pay $1500 cancellation fees, UTO sold us one package that we paid in full and then UTO stated we owed more money for the same exact trip. As of now, UTO is still requesting $800 for unspecified charges. **** *** * **** *** ****** ******* **** *** ** ******* ******** ********. We are requesting a full cash refund.
Sincerely,
**** ********Business Response
Date: 29/03/2023
#*****
Customers have received a full refund from UTOvacation.
Case is settled and closed, thank you
Initial Complaint
Date:11/08/2022
Type:Customer Service IssuesStatus: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 purchased UTO-XXXXX which was canceled last year and rebooked for Oct. 2022. On a chat, they said that they needed my passport numbers before 90 days. I did do that and I can see the passport numbers in the booking. I have tried emailing and calling several times and left messages to no avail to get our flight schedule.
**Update Aug 22**
I have spoken with Amy at UTO. She advised that the d10/16 departure will not be going due to lack of passengers. I would like a refund.Business Response
Date: 01/09/2022
Business Response /* (1000, 9, 2022/08/24) */
We have contacted customer and offer the solution.
Thank you
UTOvacation Team
#XXXXX
Consumer Response /* (2000, 11, 2022/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
UTO Vacations customer service has offered a full refund in 4-5 weeks. If this does happen, their offer is accepted.Initial Complaint
Date:09/08/2022
Type:Product IssuesStatus: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.
ORDER ID: XXXXX
TOUR CODE: ******
PAID: $4995.00
I booked Egypt 9 days and Dubai 6 days at UTOVACATION.COM. JIn Ma form UTO contacted me and said I have to pay $200 more for each person because they don't have enough 10 people from Egypt to Dubai on 9/21/2022 and I have to stay one more day in Egypt. I paid total $400 for 2 persons and asked for some things. She said she gave me 1 dinner in Dubai it cost more than $200 a bit and $200 credit for next book. But they did detail any these in my account. i sent her an email and she said you can give the emails that she sent. But I don't she it sound right to me.
Last week, I send an email to UTO and ask for the update on this tour. it's more than a week but I haven't heard any from them yet. I didn't send another email again but still not receive any response.
I may get a write up at my workplace for extend one more day. This is their fail but I still have to pay the extra $400 and if because of this reason I cannot go. Then I may loose my full amount or get some credit for next tour only with limit time.Business Response
Date: 02/09/2022
Business Response /* (1000, 5, 2022/08/20) */
Dear Customer,
Coupon code has been offered in your account, you will able to redeem it when you book your future tour with us, you will see the coupon selection before you check out your order, if you have any issue while you make the booking, feel free to contact us for assistant.
Thank you
UTOvacation TeamInitial Complaint
Date:08/08/2022
Type:Product IssuesStatus: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 15 day China Thailand trip from UTO Vacations on 7-21-21. I paid $460 for Visa services. UTO canceled the trip due to COVID restrictions in China by sending an email and offering travel credit with UTO. After seeing the negative reviews on **********, ********* and BBB about redeeming UTO travel credit, I decided I wanted a refund of the Visa fees (which are held in trust at UTO per their Invoice "The amounts collected from the customer are deposited in the trust account of UTOVacation") After emailing and calling (never getting a response or someone on the phone) several times, I finally was able to get an online chat with Edmon (8/4/22 10:30am Pacific at UTOVacation.com) and he agreed to refund only $260 of my $460 citing a $100 per person service fee. He said it would take 2-3 weeks.Business Response
Date: 18/08/2022
Dear Customer,
Upon checking on your file, the agreed refund amount has been refunded to your original credit card on Aug 11. Please kindly double check.
Thank you
UTOvacation TeamCustomer Answer
Date: 24/08/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I received a refund of $260 but that was all that UTO would give me. They refused to make me whole. I paid $460 for VISA passport services (not for prepaid travel) which was not performed. The invoice says that the $460 is held in trust for passport expenses. UTO should refund me the remaining $200 because to keep it would unjustly enrich UTO since they did not earn the fee. They did not perform passport services.Business Response
Date: 28/03/2023
#*****
On the Terms and Conditions there is a mentioned of if a request of cancelling a booked visa service fees, an admin fees of 100 will be deducted from the amount.
Therefore 100/pp has been deducted from the 230/pp fees.
"Reservation Adjustments
Changes to an existing reservation by the passenger for whatever the cause, will incur a $299 per person charge plus any additional supplier fees. This includes name changes and removal of any services such as optional tours and transfers. The deposit and/or full payment for any optional feature that is on an early bird or special sale promotion is non-refundable and non-transferable".NOTE: The price was 100/pp, it has just been adjusted to 299/pp.
This case is settled, and closed, thank you
Customer Answer
Date: 28/03/2023
Complaint: ********
I am rejecting this response because:1) The reservation was cancelled by UTO not by me. It was due to COVID restrictions but still, we did not cancel and would have travelled on the dates we paid for.
2) Most reservations have a deposit for travel but we only prepaid for VISA fees which should be completely refundable since no services were rendered. In fact the invoice says that VISA fees are held "in trust" which means that you are holding my $430 temporarily until such time as it is time to order the VISAs. VISA fees are completely different from prepaid travel deposits.
I keep making the same points with no rebuttal addressing the two points so I still believe we are due a full refund since we did nothing wrong excepting prepaying for VISA fees that we relied on UTO's language about the fees being "held in trust".
Sincerely,
****** ********Business Response
Date: 04/04/2023
#*****
UTOvacation's position remain the same: as previously replied, thank you
Initial Complaint
Date:05/08/2022
Type:Product IssuesStatus: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 fellow traveler and I booked a UTO China trip on 11/26/21, for travel on 09/15/2022.
In total we paid $1,988.. The booking ( a Black Friday Special") clearly stated that the normal penalty for canceling 150 days in advance of trip ( $295.) was waived for this special.
In early April we were contacted by UTO essentially canceling our book due to Covid related concerns in China. On April 14, we responded to UTO requesting a refund ( as advertised).
On April 19, we received an email from UTO stating that, " a full refund is not an option".
They further stated that," that 100% of our payment would be a " travel credit good for 18 months ".
We are appalled by UTO's response for the following reasons:
1. Denial of our refund request is a direct breech of their stated contract to refund fully for cancellations made more than 150 days prior to travel. ( We have two additional documents stating that under normal circumstances penalty for cancelation would be $295. Travel credit is neither.
2. To add insult to injury, UTO further limits our "options" to travel by stating," you can rebook with us ..........., except for sponsored tours". Many tours on the UTO website are "sponsored", non-sponsored tours tend to be exorbitantly priced.
We are both in our 70's and in years of travel have never experienced the unprofessional, potentially illegal, and totally unacceptable customer "service" exhibited by UTO.
UTO ORDER # UTO-****Business Response
Date: 15/08/2022
Hi ******,
Thanks for your comments.
Yes, due to the different sponsored and cooperation agreement with our vendors, we do have some restriction for travel credit. However, we understand your concern and frustration, we will make an exemption offer and switch your credit to one our sponsored product, please email ****@***********.com, and provide the preferred tour name and departure date our representative will be assist you with the rescheduling.
Thank you very much for your understand.
UTOvacation Team
#*****Customer Answer
Date: 17/08/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your response. However, offering us Sponsored Tours instead of a total refund, as promised by your website, is totally unacceptable. Your website lists a "normal " dollar penalty for cancellation more then 150 days pre travel.In our case because of your @ Black Friday Special ", this partial refund was waived. YOU canceled the China Tour (more than 150 days). The money you collected includes China Visa fees and other miscellaneous charges, none of which you have paid. We expect a full refund of our money very quickly. If not received promptly you leave us with no choice but to pursue this issue further.Business Response
Date: 28/08/2022
According to https://*************************************************/, All inbound passengers are required to quarantine for at least 14 days upon arrival. Testing upon arrival and for release from quarantine may include blood tests, as well as oral, nasal, and anal swab tests (estimate additional cost of $2000 pp) ,your September will be impacted. For a better travel experience, we suggest our customer should postpone their trip to a later date.
We have offered 100% of travel credit that you can continue to use it for 18 months of time. This offer is accepted/recommend by the local regulator - TICO and indicated detailly on our invoice - "Should an outright travel ban be implemented by the departing or destination country/city, a full travel credit will be offered. Refunds will not be granted for pre-existing situations at the destination country at the time of the booking." With the travel credit option, you can also switch to the different tour product/destination. Of course, if you wish to stay with the China tour, once China release all travel restriction, you could resume your booking date or travel plan.
Thanks again for your understanding.
UTOvacation TeamCustomer Answer
Date: 08/09/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
UTO's response indicates we can now book a "sponsored " trip with their permission. I tried to book a trip as suggested by phone- 25 minute wait then message to "call back"- disconnect, by "chat", no reply ( although website indicated they were "live" on chat), and by email to the designated address - no reply. It seems that just contacting UTO for customer service is next to impossible. We would like a full refund or confirmation of our 2023 trip to China/Thailand immediately.Business Response
Date: 28/03/2023
#*****
China is reopened for travelers and we gave our customers the options to either to go on the tour, or decline to go to the tour, or to cancel with refund.
Customer has not chosen any option or uploaded required documents to his account.
The payment made is: 994, not 1988.
We offered our customers a full travel credit if you do not choose to go.
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: 28/03/2023
Complaint: ********
I am rejecting this response because: In September of 2022, UTO Confirmed our trip to China for the Fall of 2023. Confirmation was made by telephone and e-mail to me email. I February of this year UTO sent an email to my traveling companion (not myself) requesting that we either confirm our trip or request a refund within 10 days. Unfortunately my travel companion was out of the Country and did not receive email. When he returned, I called UTO to request confirmation or full refund. They would not “commit” to either and I have waited for 2 weeks for their response. If the trip is now mysteriously “sold out”, they just have to return our money. If it is not, they have to confirm our trip! This is well within their 150 day cancellation window. They have had our money for over 2 years. I notice MANY similar complaints to BBB with same issue. Please help!
Sincerely,
****** ********Business Response
Date: 06/04/2023
#*****
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 *********** 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 youInitial Complaint
Date:05/08/2022
Type:Product IssuesStatus: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 2 different vacations from UTO. Both were cancelled due to pandemic restrictions. I was offered travel vouchers but no future dates work for me. I have requested a refund as I was not the one to cancel these trips. UTO has continually given me the run around. I have been asked to send the request in an email. This was done 3 times. Each time I am told that my email was received and that someone will contact me within 3 days. 6 weeks later I am still trying to get my refund.Business Response
Date: 08/09/2022
Business Response /* (1000, 5, 2022/08/15) */
Dear Customer,
Thanks for your comments and we are sorry for the inconvenience.
Due to large amounts of email inquiries, all our agents are trying our best to assist with customers' requests. We are sorry for the delay of the response.
According to *********************************************************** All inbound passengers are required to quarantine for at least 14 days upon arrival. Testing upon arrival and for release from quarantine may include blood tests, as well as oral, nasal, and anal swab tests (estimate additional cost of $2000 pp) , it is regret that your near coming tour will be impacted. For a better travel experience, we suggest our customer should postpone their trip to a later date.
We have offered 100% of travel credit that you can continue to use it for 18 months of time. This offer is accepted/recommend by the local regulator - TICO and indicated detailly on our invoice - "Should an outright travel ban be implemented by the departing or destination country/city, a full travel credit will be offered. Refunds will not be granted for pre-existing situations at the destination country at the time of the booking." With the travel credit option, you can also switch to the different tour product/destination. Of course, if you wish to stay with the China tour, once China release all travel restriction, you could resume your booking date or travel plan.
Your travel credit is good till Apr 2024, however if you can't find the right product and future date before the expiration date, don't worry, we will be happy to extend your credit expiration date.
Thanks again for your understanding.
UTOvacation Team
#XXXXX
Consumer Response /* (3000, 7, 2022/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"Refunds will not be granted for pre-existing situations at the destination country at the time of the booking."
When I initially booked the first trip there were no pre-existing situations in the destination country. Therefore I believe that the full amount of that booking should be refunded. A travel voucher is useless to me as I can no longer travel.
I have been offered a 50% refund on the second booking. I would be willing to accept this IF I receive a full refund for the first booking, less Visa fees.
Business Response /* (4000, 11, 2022/09/02) */
Dear customers,
Your order #XXXXX and #XXXXX's refund is being processing, with your confirmation and permission with our customer service team, please note the refund will take 3-4 weeks time.
Thank you for your understanding.
UTOvacation Team
#XXXXX and #XXXXX
Consumer Response /* (2000, 13, 2022/09/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I only 'accept ' because I seem to have no choice. I don't feel it's right, or just. They are thieves. But I am ill and in need of funds so my hands are tied. They said they would send a check but the put some of it back to a credit card I already paid off. This doesn't put the cash back in my bank account where I need it. They are not to be trusted.Initial Complaint
Date:03/08/2022
Type:Billing IssuesStatus: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 trip to China several months ago at a very good price. The trip was cancelled by uto. They would not refund the amount but would credit the deposit towards another trip. The problem is they would only allow the deposit towards their most expensive trips. I offered to have it apply to another Asian trip or even the exact same at a later time when they were offering it and they refused. ******* * **** *** ******. Spent hours on the phone even getting that far.Business Response
Date: 11/08/2022
Dear Customer,
Thanks for your information and comments.
I'm sure you know lots of tour companies has closed during or after the pandemic, UTOvacation is one of the travel companies tried so hard to maintain our business and survive from this crisis. As you can see, we have lots of good review for the China packages before pandemic, starting from 2020, we have continuously offered the excellent tour products in all different destinations all over the world, Greece, Peru, Europe and so much more, offering our customer the excellent tour products in a good value is always the principle for UTOvacation.
According to https****************************************************** All inbound passengers are required to quarantine for at least 14 days upon arrival. Testing upon arrival and for release from quarantine may include blood tests, as well as oral, nasal, and anal swab tests (estimate additional cost of $2000 pp) , it is regret that your near coming tour will be impacted. For a better travel experience, we suggest our customer should postpone their trip to a later date.
We have offered 100% of travel credit that you can continue to use it for 18 months of time. This offer is accepted/recommend by the local regulator - TICO and indicated detailly on our invoice - "Should an outright travel ban be implemented by the departing or destination country/city, a full travel credit will be offered. Refunds will not be granted for pre-existing situations at the destination country at the time of the booking." With the travel credit option, you can also switch to the different tour product/destination. Of course, if you wish to stay with the China tour, once China release all travel restriction, you could resume your booking date or travel plan. Please email ****@***********.com and let us know which Asian tour you would like to switch, we will be happy to assist your rescheduling.
Thanks again for your understanding.
UTOvacation Team
#*****Customer Answer
Date: 16/08/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
While they are offering a credit it is limited to only their highest priced trips. They do not allow it to be used on their discounted trips available to everyone else. The trip they cancelled was a discounted trip which is why we chose it. They offered discounted trips that were going to be cancelled and allowed only rebooking on non discounted trips, * ***** **** *** ******. My request is to accept the credit and be allowed to use it on ANY trip available to the general public at the price at time of rebooking.Business Response
Date: 21/03/2023
#*****
It was due to covid situation China was not opened for travelers in 2022.
We offered our customers a full Travel Credit which will be good for future bookings.
If requesting a refund, please refer to our Terms and 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: 21/03/2023
Complaint: ********
I am rejecting this response because:
The company offered a credit that can be used on only select future trips not all trips they offer such as the one that was cancelled. I would accept a credit that can be used on any of the trips they offer to the public. I booked the initial trip because of the value and would expect to replace it with a similar trip offered to the general public and not be restricted to only a few overpriced trips.
Sincerely,
*** ********Business Response
Date: 04/04/2023
#*****
We offer a full Travel Credit, and the credit is good for booking any vacation packages on UTOvacation website.
If you refer to "public" website, and it is a non-UTOvacation product, then we are sorry, we are unable to offer that.
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