Review Time
The last person we had contact with was marvelous. Zelda explained everything and helped us out when we couldn't submit our passport details. We dealt with Stefan who was fantastic at first and put a lot of effort into additional requests made by us, but then we lost contact...no final response. Thanks Zelda and Stefan
Did a 10 day trip of China from 11 May. The overall experience was good and it was very cheap considerinf the Interantional flights, 8 days of hotel accomodation with buffet breakfast and Bullet train trip from Beijing to Wuxi.There were few issues faced.1. Even in the hotels not many staff memebrs understand English.2. There was a big problem for the people who are pure vegetarain.3. On all the days the arrival in the hotel used to be after 9 PM after hectic day. This does not give enough time for relaxing.4. Not enough time for shoppinngwith all such issues we still enjoyed the trip and highly recommend.
Just completed the 10 day Best of Borneo. Flo & Jack were excellent guides with great local knowledge. Thanks to favourable weather and our guides expert help, we were able to see all of the animals on our bucket-list. Overall we are very happy.
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.
Starting with the reservation experience, I believe it was a smooth ride with Amos and Fretzie but others in your office do need some Customer Service training especially while engaging over the phone and emails. Their language, tone and answers to the questions asked was very unhelpful bordering towards being rude.On the tour we had a bumpy start with our connecting flight to Beijing cancelled and now instead of 2 hours we had a layover of almost 12 hours but there was no one to guide us for the next steps, transfer and hotel accommodation. It was made really difficult with lack of signage in english and non English speaking staff at the airport. By the time we figured out, were already walking for 1 hour in the airport and when we reached the hotel, the restaurant didn't have enough food for the group. Next day we were asked to be at the bus at 430 AM for a domestic flight which was at 830, so essentially we didn't get proper dinner and just 3 hours of sleep. After reaching Beijing we had a full day walking tour for Tiananmen Square and Forbidden city.Hotels at Wuxi and Hangzou were very ordinary as well.China as a country is impressive, people very nice. Tour Directors were very good and so were the bus drivers.The itinerary was cramped but it did cover a lot, which was good. Maybe the tour was not for the older age groups who struggled with high speed itinerary.
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