My AVG experience so far! Can it get worse? Afraid so!Pros. On the surface, Web Site is interesting, Prices are attractive and flexibility, (flight upgrades/hotels, etc.) are offered at, quote: "at special rates". They now, apparently, respond a lot quicker than previous reviews, often detailed. However this all after we paid upfront and needed an upgrade!Cons.Five Post-paid experiences, and pending, (so far): 1) Two Quoted cost of Upgrade from "included Economy" flight to "mixed Premium Economy” or Business Class (@ those “advertised Special rates”), include A) Flights of $5910 PP (Copy/paste actual here “flight surcharge of AU$5,910 per person will apply”. for Premium Economy extra, for return flight to China. B) Business class Flights of $3180( Copy/paste actual “revised flight surcharge for Business Class is AU$3,180 per person”. Yippee! But Oops!, the 11hr overnight flight from Melbourne to Chengdu Tianfu Intl Airport is actually Economy (“Sardine”), class, as traveller in our 80’s, (we informed AVG upfront of our ages and needs), not attractive or possible to endure!Footnote: Interesting China tourist flights are normally subsidised I.E. Trip a Deal does 12 days package to China including flights for less than $1000PP!?). So, “what’s da story” here??It took three+ weeks and 50+ Emails to get to this stressful exorbitant, impasse!2) After some weeks of delays and false promises, (see item 1 also)), any attempt or request to “go up a level”, i.e. speak to or have correspondence with a Senior Customer Service person or Supervisor is denied/impossible, apparently?3) Having personally found, (easily online) acceptable Flight options, @ more reasonable rates, a request to convert to Land only, (this is advertised as an option with a $800PP difference) compared to “included “return air fares., the reply received was Copy/ Paste “you cannot request to change a full package to a land tour only”. Uhm! Maybe affects AVG’s attractive margins on upgrades?3) After paying up front for the “boldly advertised” package, you find that instead of tipping for good or acceptable services as it eventuates, you have to pay $12PP/per day, on the day you land, (that’s around another $400 average for a couple on a two week tour). And then hope for the best.4) AVG charge AU$ 150 for extra night at a tour hotel, but same listed on booking.com, (on the dates required) at AU$86/98 per night, (before AVG group discounts).5) I initially thought some of many negative reviews were a bit harsh, or result of customer’s own lack of due diligence and therefore “sour grapes”, but it seems they are factual and regrettably, accurate, (to our determent and despair!)!All this when AVG were fully aware they were dealing with an 80yr+ senior, customers couple. (Poses the Question: Are Elderly Customers considered “Easy Pickings/Soft targets”?).PS, Emailed AVG with copy of above for their review and clarification before posting here. No feedback received!
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