We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Travel Agency

UTOvacation

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Travel Agency.

Important information

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

Complaints

Customer Complaints Summary

  • 571 total complaints in the last 3 years.
  • 96 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:22/08/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    In November 2020 we purchased a discounteed travel trip to China throufh UTO vacations which included airfair - lodging - food - tour guide - and on ground transportation for the trip. The trip was set to happen in 2022. Weeks prior to the trip it was cancelled due to covid and wer were able to 9after many atemtps) to get a credit out of the company. We booked another trip that was heavily discouted for $2,495 which was for 5 individuals (two hotel rooms) similair experence which included airfair - lodging - food - tour guide - and on ground transportation for the trip. That trip was also then canclled and we were issued another credit. Since then there have been no other offers similar to the one we origonally booked all other travel offers are $5,000-$15,000 per oerson and our credits are about to expire. We have tried to be paitent to find a simliar service to the one we origonally purchased but hty ehave not offered it. they are refusing to do a full refund on the credit (despit laws in canada allowing full refunds for trips that were cancelled due to covid0 and they are refusing to extend our credit esentially stealing our money. We would perfer a fulll refund at this point as we have been dealing with this for four years now.

  • Initial Complaint

    Date:21/08/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    When I bought a China tour 2023 I wanted to cancel it because China was looking unsafe for USA. The rep told me I can get a refund or credit. I got the credit, but now I want to book a tour and their prices are soooo unreasonable. 4 days to Paris $12,000 dollar???? I just want my money back and now they say our credit is not refunded. ********* **** ******* **!

  • Initial Complaint

    Date:21/08/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This company does a **** where they initially set a very low price to get you to place a non refundable deposit, then increase the price by 100% of the same trip for things that were not mentioned initially, like visa's.

  • Initial Complaint

    Date:19/08/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    A tour was book in May of 2022. UTO cancelled the tour citing covid restriction but refused to provide a full refund or to reschedule another tour. The only option is "travel credit" which has a expiry date. However, I was told I could request credit extension if I couldn't book a tour prior to the expiry date. Fast forward to 2024, I contacted UTO for an extension but they refused. They refused to talk only told me to contact them thru online chat or email. They basically it's my responsibility, not theirs. I wasn't able to book another tour because they have increased the price of their tour to 10-20 times the amount I paid. I feel this is illegal for UTO or for any business to keep the money customer paid with zero service provided.

  • Initial Complaint

    Date:15/08/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We originally booked a travel package with UTO on May 20, 2022 with departure date of Feb 15, 2023, we made full payment of $4,885 for 5 travelers in June of 2022. However the trip was cancelled due to COVID restriction traveling to China during the pandemic, and UTO issued a travel credit of $4,885 to be used for new booking with expiration date of August 15, 2024. Since then we have not been able to book any affordable package to utilize the travel credit due to extreme price increase on their advertised packages. The original price per person for our tour package was $977 and similar package now is at least $5,499 per person and it also stats temporarily sold out every time I visited their website. I have attempted to call their customer service number numerous times but their phone system is designed to drop your call or send you to voicemail with no return calls. I also tried to contact them via online chat couple time requesting an extension to the travel credit expiration and was told that their policy does not grant any extension to travel credits. When I asked further questions, and to escalate my request to management, the online chat agent would just ignore me. I felt UTO Vacation purposely raise their tour packages with much higher price so consumers would rather forfeit their travel credit due to unaffordability. I truly believe their practices and policy are extremely unethical. I very much like to demand a full refund of $4,885, as UTO has not provide any services, accommodations or goods for what we have paid them for. Please kindly assist us with our refund request and investigate this travel agency's ***** business practices.

  • Initial Complaint

    Date:13/08/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This has been an ongoing issue. UTO Vacation was utilized to book a group vacation package. It was purchased 2022-02-27 for a tour to Japan and China: Tour ID#*******. We were supposed to travel in March 2023, but in February 2023, UTO cancelled the vacation. it left the whole group scrambling to sue the travel credits. I booked another trip, but did not rebook my sons as it was unclear that their school schedules would allow them to travel. This trip was also lost due to some unknown payment deadline that was missed. So my $4,916 was automatically forfeited to UTO Vacation. The company finally gave me a travel credit for the remainder of my purchase, $4116 credit, in March 2024. BUt they refuse to answer their phone, let alone refund me even though I have tried in earnest to book a similarly priced trip for months, but their website conveniently shows that the same or slightly higher priced trips are sold out only after choosing them. This travel credit also expires August 18, 2024.
    This company is a total sham! I cannot use the credit as hard as I try, unless I book a trip that is 3 to 4 times more expensive than my original trip and they refuse to refund my money even though I have already lost $4916 to them. I am seeking the full refund of both the $41116 credit and the $4916 forfeited to them.

  • Initial Complaint

    Date:10/08/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    hello,
    This is about a package that I purchase back in 2/2/2019 for a trip to china, I have it schedule for march 2020 but the covid hit the world and we all have cancellations. Around march 2020 I spoke with an agent and told me that I have a credit for the money with no expiration day or a reimbursement for the amount paid. Every time that I was trying to book a new trip with them there was always an issues with the package selected. it was a point that I request a reimbursement but the agents deny to proceed or they mention that someone will call me to discuss the situation, and never have received that call back. I have been always back and forth with them till it was a point that i gave up. Them i find out about BBB and I hear that BBB help customers in this kind of situation. for the last 4 years i have been fighting for my money and feel complete lost in this situation because the company is also located in Canada and we are in Los Angeles, California.
    Would you please help us to solve this issue i just requesting my money back, i have never used their services and planning not to do it.

  • Initial Complaint

    Date:09/08/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a vacation travel package to China and Japan trough their website, in the amount of US$2,996.00 order ID #***** for 2 travelers. After paying the trip's full balance, they claimed that due to travel restrictions amid COVID they were no longer offering the trip to China. When I called to request a reimbursement for the cancelled trip, the only options they offered was to issue a credit for future travel only. They promised to offer the same tour within a few months, but they never did offer it. I have called their customer service numerous times and have used their chat service requesting to speak to someone with no luck. I have tried to get a refund since they are not providing the service I initially booked, but it has been useless. I never agreed to a future travel credit, they force you to get one because they do not want to give customers a refund. They have never offered the same travel package and they refuse to give our money back. Please help me resolve this issue. There are hundreds of customers just like me with complaints.Recently, I noticed they have a notice on their website that states that the Canadian Government is requesting they offer refunds to customers. I am including a photo of their webpage as proof.

  • Initial Complaint

    Date:06/08/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We booked a trip for our family of 5 in 2020 that cost $2395. They canceled it due to COVID-19, which is understandable. Instead of giving me a refund, they issued a travel credit. Ever since then, they increased their travel package price significantly, and I couldn't book anything with my credits. Now it's expiring, and nothing on their website was under $10K per person. Excuse me? 8 days in Greece cost $12000? This isn't any luxury travel package; they are a budget travel company. They do this to prevent us from using the credits to expire intentionally.
    I don't know why this company still exists due to so many complains. Why they are allowed to stay in business and **** more people?

  • Initial Complaint

    Date:06/08/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Hello, I booked a trip to China on 09/08/2022, order ID *****, traveling on 10/23/2023. On 02/16/2023 I received an email stating that I needed to decide if I would go on the trip or would like to cancel. If I cancelled I would be charged $700 in cancellation fees and be refunded only $254. My other option was to take a travel credit for $954. I chose to cancel because China was still highly effected by Covid 19. UTO was seemingly pressuring me in to cancelling my order and I later found out the trip was indeed cancelled 2 weeks from departure. I now have a $954 dollar credit balance. Currently every trip option on their site is over $8,000 and most are over $10,000 per person. The trip I originally booked was less than $500 per person. This price difference in what they now offer is massive *** **** ***** **** * **** ** **** *** ******. I have asked for a refund and they refuse. At this point I am just losing $954 and have been rendered no services at all.

UTOvacation is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.