Hundreds of Australian travellers have been left frustrated and uncertain after Melbourne-based travel company AVG Travels abruptly cancelled multiple international holiday packages, including several popular China tours, only days and weeks before scheduled departures.
The controversy escalated after more than 200 customers received an email from AVG Travels stating that their itineraries were “under review” because of “operational scheduling adjustments”. Many customers claimed they had already spent weeks unsuccessfully trying to obtain confirmed flight tickets, hotel details and final travel documents before learning their trips would not proceed as planned.
The issue has now triggered complaints to the Australian Competition and Consumer Commission (ACCC), while the Council of Australian Tour Operators (CATO) has suspended AVG Travels’ accreditation following the growing number of complaints.
Travellers Describe Weeks of Uncertainty Before Cancellations
Melbourne couple Elizabeth and John Jennings were due to fly to China for an 11-day guided tour when they discovered their long-awaited holiday had effectively collapsed days before departure.
Elizabeth Jennings said they repeatedly contacted the company seeking flight confirmations and a final itinerary but were continually brushed aside.
“We were given the brush-off every time,” she said in comments reported by the ABC.
According to Jennings, AVG Travels later offered the couple alternative departure dates in August or September, or a travel credit voucher instead of proceeding with the original booking. She rejected both options and requested a full refund.
The couple described themselves as experienced international travellers and said they had never faced a situation like this before. Jennings also noted that the uncertainty and lack of communication could be overwhelming for travellers already anxious about overseas trips.
Perth resident Sam Chisolm shared a similar experience after booking an 11-day China package holiday with her daughter Chelsey. The pair reportedly paid $2,736, including optional tours, for a trip departing on May 27.
Chisolm said the holiday was intended to explore Chinese architecture, landscapes and culture, but weeks passed without receiving the promised airline tickets or accommodation details. Booking information had indicated e-tickets and hotel confirmations would normally be issued around 30 days before departure.
Eventually, fearing the trip would not proceed, the pair independently booked another holiday to China, spending an additional $3,500 while still waiting for refunds from AVG Travels.
Read More
Industry Bodies Suspend AVG Travels Membership
The situation intensified after CATO confirmed it had immediately suspended AVG Travels’ accreditation after reviewing customer complaints.
CATO general manager Mira Yates said the organisation moved quickly once concerns emerged about the company’s handling of upcoming departures.
The case has also renewed attention on AVG Travels’ previous industry standing. The company’s membership with the Australian Travel Industry Association (ATIA) had already been cancelled in August 2022 because it allegedly failed to meet required financial and ethical standards.
Despite the controversy, AVG Travels has maintained that the company remains fully operational. In a statement, the company said it was proactively engaging with affected travellers to provide “fair and appropriate resolutions” while continuing to work with global travel partners to maintain services.
The company also stated that some customers could receive final travel documents later than usual because of current operational and industry-wide pressures.
Email Error Raises Further Concerns
The backlash deepened after one of AVG Travels’ mass emails accidentally exposed the email addresses of hundreds of customers. The company later apologised and described the incident as an administrative error in which recipient details were unintentionally visible to others.
Meanwhile, a Facebook support group created for affected customers has reportedly attracted more than 230 members discussing cancelled departures, missing tickets and difficulties contacting the company.
Not every customer reported a negative experience. Some travellers defended the company online, including customers who said previous AVG Travels tours to China had been successful and well organised.
Still, consumer concerns continue to grow as travellers wait for refunds and clarity around cancelled bookings. The ACCC’s travel cancellation guidance outlines consumer rights when services are not delivered as promised.
Make Swikblog your go-to source on Google for reliable updates, smart insights, and daily trends.
