AVG Travels faces customer backlash over cancelled tours

Melbourne-based tour company AVG Travels is facing growing pressure from customers after a series of overseas tours were cancelled, rescheduled or placed “under review” shortly before departure, the ABC reported.

According to the ABC, more than 100 travellers have contacted the broadcaster since it first reported the issue, with affected destinations including China, Sri Lanka and South America.

Customers told the ABC they had struggled to obtain itineraries, flight details, refunds or clear answers from the company. One traveller said she was told she may need to wait 50 to 60 business days for a refund after her China trip was cancelled.

AVG Travels told the ABC that “industry-wide operational pressures” had required some itinerary changes and said it was focused on resolving pending matters.

The Australian Competition and Consumer Commission said consumers may be entitled to a replacement or refund if a travel service fails to meet guarantees under Australian Consumer Law. The Australian Travel Industry Association told the ABC that AVG Travels had been removed from its accreditation scheme more than six years ago.

IMAGE: Frustrated customers of AVG Travels have been showing up to the company's St Kilda office, demanding answers and refunds. (ABC News: Patrick Stone)