Cancellations and Suspensions
Melbourne-based travel agency AVG Travels has cancelled package holidays for more than 200 customers, many of whom were due to travel to China. The company emailed customers advising their itineraries were "under review" due to "operational scheduling adjustments." More than a dozen tour packages have been affected.
Following the cancellations, the Council of Australian Tour Operators (CATO) suspended AVG Travels' membership. CATO general manager Mira Yates stated that upon learning of complaints, the organization "reviewed their accreditation status" and suspended the company. AVG Travels' membership with the Australian Travel Industry Association (ATIA) had already been cancelled in August 2022 for failing to meet "financial and ethical standards."
“Upon learning of complaints, the organization reviewed their accreditation status and suspended the company.”
Customer Experiences
Elizabeth and John Jennings booked an 11-day China tour departing May 15. They received no tickets or final itinerary before being told the trip was cancelled. They were offered rescheduling or a credit voucher, but Jennings reportedly declined, requesting a refund.
Sam Chisolm and her daughter paid $2,736 for an 11-day China tour departing May 27. Chisolm did not receive flight tickets despite booking information stating tickets would be issued four to six weeks prior. Last week, she received an email offering rescheduling or a refund, but no refund has been received.
Some customers reported positive experiences with AVG Travels, including a trip in March 2023.
Company Response
In a statement, AVG Travels said it is "engaging with all affected travellers to provide fair and appropriate resolutions." The company stated it remains "fully operational" and that some customers may receive final documents "later than usual." CEO David Dao sent an email to hundreds of customers apologizing for the uncertainty, which inadvertently exposed customer email addresses.
“We are engaging with all affected travellers to provide fair and appropriate resolutions.”
Background
AVG Travels describes itself as "proudly Australian-owned," founded online in Vietnam in 2012, opening a Melbourne office in 2015, and offices in Japan and the UK in 2022. The company claims to have taken over 200,000 travellers worldwide. Customers have reported the matter to the Australian Competition and Consumer Commission (ACCC).