Review Time
This company is so dishonest and incompetent. I paid $900 to change the return flight from China, confirmed the date by email, booked accomodation and then they changed the booking to the day before without consulting me. The owner Tiem Dao or David as he calls himself wouldn't take or return my calls and the support team in Vietnam are a joke. DO NOT USE THIS COMPANY!!
This company is so dishonest and incompetent. I paid $900 to change the return flight from China, confirmed the date by email, booked accomodation and then they changed the booking to the day before without consulting me. The owner Tiem Dao or David as he calls himself wouldn't take or return my calls and the support team in Vietnam are a joke. DO NOT USE THIS COMPANY!!
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!
A massive shoutout to Lester and Dev from AVG Travels. They were professional, knowledgeable, and incredibly caring from start to finish.While travelling alone, my grandpa unfortunately suffered a minor stroke. Lester and Dev went far beyond their role as tour guides, stepping in immediately to make sure he was safe, comfortable, and well looked after before our family could fly over. They assisted with transport, communication, and stayed by his side during what was a very stressful time for our family.Their kindness, calm approach, and genuine compassion gave us enormous peace of mind from overseas. This experience showed us they are not just excellent tour guides, but truly trustworthy people who deeply care about their guests.We are extremely grateful to Lester and Dev and will absolutely be reaching out to AVG Travels again for future trips to Sri Lanka. Highly recommended.
In November 2025, we booked AVG Travels "12 Day Wonderful Japan with Hiroshima" tour departing 4th April 2026, land only, as we are leaving Japan by ship.On Sunday 18th January, we received email notification that our trip was cancelled and they offered a departure on 29th March, six (6) days earlier. They offered to pay any penalties we would incur to alter our flights which was between $600 and $800. When they realised the costs involved, they miraculously found us a departure on 2nd April, the day we arrive in Tokyo at 11:30pm, probably by bumping two other customers. Their consultant Alex (Mr.) has advised us that we now have to pay our own way to their tour hotel in Narita at a cost of $300. With our original booking, the cost to get to our hotel in the city via subway was $5 per person. When asked to provide transport at AVG expense, they have said No. When I pointed out that we were being financially disadvantaged because they cancelled our booked and paid tour, they still said No. Telephone calls were answered by a receptionist advising that someone would call back - never happened!This company is registered in Melbourne but I suspect it is a cheap and cheerful overseas operation whose business ethics do not comply with Australian Travel Industry standards.Lesson learned: If it is advertised on social media, check reviews before booking.
Do not travel AVG. Their complaint management process is non existent and no response to email is standard despite several chasers and months of opportunity to answer. Beware of optional excursions- once you get there they tell you they are not optional and you have to pay. Otherwise you will be threatened that you will be left stranded. 1 of many Examples: We were made to pay $20 pp for an excursion which we didn't want to go to, on the understanding that they would take us to the location with the group on the usual private coach and they put us on a public bus which costed $0.30 per person. Will never travel AVG again. Duty of care non existent.
A small group tour through Japan. First experience with a tour group operator. Wonderful adventure. Initially bought a different tour but was informed 3 months prior due to lack of numbers would not be available. Offered an alternative tour which was slightly better for no extra cost. Tour was wonderful, only 7 people. Tour guide, Frank was very helpful and supportive. Only issues I had was not receiving the flights and final itinerary until 5 days before the tour started. Causes some stress and apprehension, especially when everything states it will be received about a month before. I was not the only one with this part of the story, the other members of the group had the same story. However, once the tour started, all was great, would do it again.
As a former Executive Corporate Travel Agent, I would be VERY hesitant to book a trip with AVG. I have been to China 21 times now.We got off to a bad start. I booked my trip & paid $300 deposit. Credit card surcharge was 3% and I didn't object.I booked Land Only as it was MUCH CHEAPER to book my own flights.I emailed AVG & asked what time on 15 October I had to be in Urumqi for start of the tour. They didn't know. How can they NOT KNOW what time the tour starts?When I looked at my Amex statement, I had been charged 7% card surcharge! I emailed asking for a refund of the difference. I waited over a week and NO REFUND!I then booked flights to arrive in Urumqi nice & early.Then AVG emailed asking me to leave a review, so I left a FAIR, HONEST review detailing issues with surcharges & them not knowing what time the tour started.The next morning, I woke up to find they had KICKED ME OFF THE TOUR and refunded $300. They claimed I was going to be a "troublesome" passenger.NOTE: They never refunded the credit card surcharges!I called AVG & told them I had booked my flights so we would have a major problem if I was booted off the tour.After much discussion I was BLACKMAILED into removing my review & only then would they reinstate my place.Then I was told "LAND ONLY" does NOT include a transfer from airport to the hotel EVEN THOUGH I WAS ARRIVING ON THE SAME FLIGHT AS EVERYONE ELSE!I would understand this if I was arriving hours earlier or later than the others, but how is a transfer not considered LAND component when I am on the SAME FLIGHT as the others?AVG asked me to pay AUD 140.00 for a transfer to the hotel. I got my own taxi for 10 bucks! Did they think I was crazy?I have done 4 or 5 organised tours to China in the past. We always departed Oz in the morning & arrived in China late at night. Off to bed, then hit the ground running the next day.I was DISGUSTED to see AVG had everyone on OVERNIGHT flights from Oz, a long transit upon arrival, then another long flight to Urumqi.After UP TO 21 HOURS OF TRAVELLING, we were expected to get on the tour bus and do half a day of touring. EVERYBODY WANTED TO SLEEP!It has to be said the photo AVG used of the Rainbow Mountains had been SEVERELY PHOTO-SHOPPED! We saw those mountains in brilliant sunshine & they looked NOTHING like the pic on website.There was complete disorganisation when getting off the bus. We were rarely told WHERE to reconvene or WHEN! At one place, we waited hours for 2 people who had wandered off and had no idea we were waiting to leave.Dunhuang was the cleanest city I have ever visited with a brilliant night market but that was the most disappointing hotel. Clean, but very dated.Some of the cities were very boring and I'm not sure why we stopped there overnight. The next city wasn't that far down the highway.I will NEVER understand why AVG do not include "tips" as part of the tour cost. BEDLAM!For TWO DAYS on the bus, the guide had to explain that "tips" were mandatory & had to be paid as part of her income and for people behind the scenes in China who booked hotel rooms, purchased attraction tickets, booked bullet trains etc.Some argued "tips" should be optional otherwise they should be called a surcharge, levy or a fee. I had to agree with this.Some wanted to pay in AUD. Some wanted to pay in NZD. Some wanted to pay in Chinese yuan. Everybody seemed to have a different exchange rate. CHAOS! One woman across the aisle argued for around 2 hrs over 8 yuan ($1.60). I ended up paying the 8 yuan to shut her up. Tipping arguments really did leave a BLACK MARK on the tour.Throughout the tour, we had 3 guides. I have kept in touch with 2 of them. BOTH have confirmed they NEVER RECEIVED A CENT FROM AVG IN TIPS!At the end of the tour, we didn't get to the Wild Goose Pagoda. When I got home, I asked AVG for a refund of the entrance fee. I was told I would receive a reply in a few days. Nobody ever to get back to me.Would I recommend AVG? Maybe.The tour was at times very disorganised & 2 of the guides were very challenged by English. And I think there seems to be complete disorganisation in the AVG office.One good thing about this tour was there was only ONE optional extra activity. But this tour also cost a pretty penny.Lastly, I do find marketing from AVG to be non-transparent when it comes to China. They claim to have long-term partner airlines & hotels & claim to book in bulk & get exclusive group rates.That may be true but they FAILED to mention that a lot of the cheaper tours are SUBSIDISED by the Chinese federal/provincial government/s to attract tourists. I just felt AVG weren't fully transparent about this. I have NO ISSUE with my holidays being subsidised.So, you decide if AVG is right for you. If they ban me from future travel because of this review, I will update this review accordingly.Happy travels!
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