A whole bunch of holidaymakers in limbo as journey firm AVG Travels cancels journeys

Australian travellers say they’ve been dumped by a journey company simply days and weeks earlier than their abroad holidays, after their journeys have been all of a sudden cancelled.

Melbourne-based AVG Travels, which sells closely discounted bundle holidays to locations all over the world, emailed greater than 200 clients final week advising them their itineraries have been “under review” on account of “operational scheduling adjustments”.

The ABC understands greater than a dozen tour packages have been affected, many to China.

It comes because the Council of Australian Tour Operators (CATO) introduced it had suspended AVG Travels’ membership following the cancellations, with travellers additionally reporting the matter to the Australian Competition and Consumer Commission (ACCC).

“On becoming aware of complaints against AVG Travels this week, we moved quickly to review their accreditation status. That review has resulted in the immediate suspension of AVG Travels’ CATO accreditation,” CATO common supervisor Mira Yates mentioned.

The firm’s membership with the sector’s peak physique, the Australian Travel Industry Association (ATIA), was cancelled in August 2022 for failing to satisfy required “financial and ethical standards”.

In an announcement, AVG Travels mentioned it was “engaging with all affected travellers to provide fair and appropriate resolutions”. 

It mentioned it remained “fully operational” and “some customers may receive their final travel documents … later than usual”.

Elizabeth Jennings, from Melbourne, mentioned she and her husband had booked an 11-day China tour on account of depart right this moment, and spent weeks unsuccessfully attempting to acquire tickets and a ultimate itinerary.

“We were given the brush-off every time,” Ms Jennings mentioned.

“Then we were told the trip had been cancelled a few days ago and we could either travel in August or September, or take a credit voucher.

“I mentioned no 3 times. I simply need my a refund.”

Ms Jennings said she and her husband were “seasoned travellers” and had never experienced anything like it.

“It’s an actual balls up … , some individuals have nervousness actually dangerous, and I reckon it will damage them,” she mentioned.

Perth resident Sam Chisolm said what should have been an exciting overseas holiday with her daughter Chelsey in just over a week, turned into weeks of stress and uncertainty after they failed to receive their flight tickets.

The pair paid $2,736, including optional tours for an 11-day China tour, departing from Perth on May 27.

“We are very keen on structure and landscapes and have been wanting ahead to studying about and experiencing a distinct tradition as effectively,” Ms Chisholm mentioned.

She mentioned she had not obtained any paperwork, regardless of reserving data stating e-tickets and lodge particulars have been supplied about 30 days earlier than departure, and airline tickets issued 4 to 6 weeks previous to journey.

Last week, she received a mass email from the company’s chief executive, offering to reschedule her trip, or a refund.

“They have supplied and promised it, though nothing but has been obtained,” she said.

The pair have since independently booked another overseas holiday to China, spending another $3,500 while waiting for their refund from AVG Travels.

“This expertise has crushed our religion in handing over cash to others up-front for this type of factor,” Ms Chisolm mentioned.

She mentioned she had reported the matter to the ACCC.

Email exposes traveller’s particulars

In an email sent to hundreds of travellers, company’s chief executive David Dao wrote that “many shoppers are involved whereas ready for journey updates and ultimate flight confirmations for upcoming departures”.

“We sincerely apologise for the uncertainty this has brought on,” the e-mail mentioned.

“Due to ongoing operational disruptions throughout this present peak journey interval, some bookings are taking longer to finalise.”

The message, which also exposed the email addresses of hundreds of recipients, was followed by a second email apologising for an “administrative error”, in which customer addresses were “unintentionally seen to different recipients”.

A Facebook support group has been formed with more than 230 members, sharing stories of their cancelled departures, missing flight tickets and unanswered calls and emails.

However, there is also support for the company with accounts of positive experiences.

Gill Shipley said she had travelled to China with AVG Travels in March.

“It was great, jam filled with historical past, UNESCO website and bullet trains,” Ms Shipley wrote. 

“Communication with them was by no means an issue.”

The firm describes itself as “proudly Australian-owned” and said it had taken more than 200,000 travellers around the world.

The company’s website said it began as an online travel agency in Vietnam in 2012, before establishing an office in Melbourne in 2015, and opened offices in Japan and the United Kingdom last year.

In a statement, AVG Travels said they took “buyer concern severely”.

“While present industry-wide and operational pressures have necessitated some itinerary changes, our workforce is proactively participating with all affected travellers to offer honest and acceptable resolutions,” it acknowledged

“We are sustaining shut collaboration with our world community of companions to make sure the continuity of our companies.

“Our focus is on resolving all pending matters swiftly and restoring the high standard of service our customers expect.”

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