This review is for the customer service given by AVG and not for the tour itself, which is run by a Japanese company (they did a good job). We booked a tour of V&C which was cancelled by covid. AVG refused to give us a refund and lost our details. I had to send them a copy of all correspondence so they could find out how much I had paid.We opted for the 8-day Japan tour. The itinerary clearly stated- ‘Please look for ASIA VACATION GROUP welcome sign when you arrive at your final destination. Our tour guide and driver will be waiting for you at the airport.’ We arrived at Narita airport at 7.30am and spent two hours outside and repeatedly walking through the airport looking for this sign. At 10am I sent an email requesting urgent assistance. No reply, although I later received conformation that this email was received. At 12pm We caught a bus to our hotel at our expense. I expect this to be reimbursed. This was a very stressful experience as we had left home (ADL) at 7.30am the previous day. I managed to contact the tour guide at the hotel (where English was not spoken well) at 8.15pm. Until that time, we had no clue what was happening.AVG needs to put customer service first -my experience was somewhere between abysmal and non-existent.
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