Avg Travels cancels 200 customers as accreditation is suspended
avg travels cancelled trips for more than 200 customers after emailing them last week that their itineraries were under review because of “operational scheduling adjustments.” The company said it remained “fully operational” and was working with affected customers, even as more than a dozen tour packages were understood to have been affected.
Mira Yates and CATO
Mira Yates, the Council of Australian Tour Operators general manager, said the organisation immediately suspended AVG Travels’ accreditation after complaints emerged. She said CATO moved quickly to review the company’s accreditation status after becoming aware of complaints this week.
Travellers also reported matters to the Australian Competition and Consumer Commission, and a public Facebook group titled AVG Travels Scamming Aussies and Kiwis had drawn more than 345 members. The complaints turned attention to the package deals being sold directly to customers, with many of the affected bookings tied to China.
Elizabeth Jennings and John Jennings
Elizabeth Jennings and John Jennings were due to leave this week for China on an 11-day tour when they were told the trip had been cancelled. Elizabeth Jennings said the couple spent weeks trying to obtain their tickets and final itinerary before the cancellation notice arrived.
“We were given the brush-off every time,” she said. When the company offered travel in August or September or a credit voucher, she replied: “I said no three times. I just want my money back.”
Sam Chisholm and Chelsey
Sam Chisholm and her daughter Chelsey had booked an 11-day China tour for 27 May and paid $2,736, including optional tours. Chisholm said they expected e-tickets and hotel details before travel, but the documents did not arrive despite booking information saying they would be sent about 30 days before departure and airline tickets issued four to six weeks before travel.
She and Chelsey later booked another China holiday independently and spent another $3,500 while waiting for the AVG Travels refund. “This experience has crushed our faith in handing over money to others up-front for this kind of thing,” Chisholm said.
AVG Travels website
After the ABC published its story on Monday afternoon, AVG Travels refunded Elizabeth Jennings and Sam Chisholm in full. The company’s website still appeared to be advertising overseas packages, including China tours, with 2026 departures listed as available at the time of writing, while the fallout kept its accreditation under suspension and left affected customers deciding whether to accept refunds, vouchers or alternate dates.
AVG Travels had its membership with the Australian Travel Industry Association cancelled in August 2022 for failing to meet required financial and ethical standards, a history that now sits alongside the latest complaints as customers look for their money back.
