Hundreds of Australian travellers have been caught in growing travel chaos after Melbourne-based tour operator AVG Travels cancelled or altered overseas trips with little warning, leaving customers stranded, stressed and fighting for refunds.
The controversy intensified this week after frustrated travellers began sharing stories of cancelled itineraries, missing travel documents and unanswered calls. Reports suggest tours to China, Sri Lanka and South America were among those affected, with some customers learning about disruptions only days — and in some cases hours — before departure.
One newlywed couple said they were forced into a last-minute scramble after their honeymoon plans were disrupted just before take-off. Other travellers claimed they received flight confirmations less than 24 hours before leaving Australia, while some said accommodation and tour details never arrived until the final hours.
Travellers describe financial and emotional stress
Canberra traveller Anthony Sheely said he arrived in Hong Kong expecting to join a China land tour, only to discover the trip had been cancelled. After repeated attempts to contact the company, he was eventually offered an alternative itinerary.
Geelong resident Anne Miller, who reportedly spent around $17,000 on a month-long South America and Galapagos Islands tour, said she cancelled her trip over safety concerns after learning she would be travelling alone for part of the journey. She claims she was still seeking a refund.
Other customers described waiting days for responses while being encouraged to accept travel credits or rescheduled departures instead of immediate refunds. Several travellers have reportedly visited AVG Travels’ St Kilda office demanding answers directly from staff.
In a statement, AVG Travels said “industry-wide operational pressures” had led to itinerary changes and said affected customers were being contacted regarding alternative travel arrangements, refunds or rescheduling options.
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Industry bodies and consumer agencies respond
The Australian Travel Industry Association confirmed AVG Travels was removed from its accreditation scheme more than six years ago after allegedly failing to meet financial and ethical standards. Consumer advocates are now urging affected travellers to keep all booking records, contact their banks about possible chargebacks and review their travel insurance policies.
The Australian Competition and Consumer Commission (ACCC) says travellers may be entitled to remedies under Australian Consumer Law if services paid for are not delivered as promised.
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