They do not deserve any stars at all. DO NOT USE THIS BOGUS COMPANY. They are likely a front for something else.
I have used Utravel (used to be called Upuls Travel) for several years, on and off. Nothing stands out for me, whether good service or bad, from those trips taken many years ago.
The trip we booked with them this year was one of the worst experiences of my life. And that is not an understatement. They did not link our tickets so we couldn't sit with our minor child, and they didn't help us when we tried calling them multiple times. We told them we would pay to secure seats and they ignored us. Our contact was a guy named Dileepa - he is a very rude, completely incompetent person and frankly if he worked for me I would fire him based on this alone. I am sure he treats everyone like this.
Thanks to them, our seats were separate and very far back in the plane, they never helped to try and correct that on our return although we called from Sri Lanka many times. They had booked us on Jet Blue although all international long haul flights were on Qatar so claiming miles on Qatar continues to be a nightmare. Whenever we ask them Dileepa a question, he responds with a wrong answer, because he doesn't read the email. Dileepa's tone with me has been beyond disrespectful. I don't know who else to complain to but I feel VERY strongly that this company needs to be boycotted. They do not have our best interests at heart. We paid them $13,000 for tickets and have been treated in the worst way. I had cc'd the so-called CEO Upul himself and he has never responded.
I plan to report them to the better business bureau. DO NOT USE THEM. If you are Sri Lankan, I guarantee you they will screw you over. read more