Review Time
AVG is a company that has no care for their customers trips and lacks communication skills.We booked a trip to China in July 2024 for an April 2025 departure only to be emailed saying it was cancelled due to airline cancellations. Ironically they had known about this supposed cancellation for weeks before bothering to get in touch. No flights around our departure dates had been cancelled, my guess is they were too expensive around Easter.After finally being offered an alternative departure that worked our ‘adults only’ trip had 10 children under 18 on it. When AVG was questioned we just got more lies and excuses.Accomodation was very far out of the city, spent more time on the bus than off.To top it off the new travel dates turned out to be over one of Chinas biggest 5 day public holidays so everything was hectic.The only time AVG ever answered quickly was if you were trying to book optional tours, they happily took more money knowing our trip had already been cancelled.One optional tour in particular was a complete rip off, we paid $110 NZD and the guide paid 48yuan pp which is roughly $15NZD and that’s being generous with the exchange rateAVG doesn’t take on feedback and does nothing with complaints, avoid them at all costs, their are other companies that run the same tours
We have just returned from an AVG tour to Vietnam. Once we arrived we had quite a pleasant time. The ‘guides’ we had on the trip varied in their experience and approach, some were excellent while others seemed more focused on selling the extra tours than sharing local knowledge.The standard of the hotels was quite good although none of them were situated in central positions so meant that walking to places of interest was not an option and needed us to arrange transport. The experience before leaving and on leaving was quite a different story though- poor communication with regards ticketing, itineraries and visas. At time of booking we were told that we would start receiving tickets etc 4 weeks out from departure date but in fact tickets only arrived around 2 weeks before leaving( after much communication), itinerary 1 week and visa 36 hrs! The info we received when we booked indicated that we would be flying a full cost carrier but turned out to be not the case and we were booked on a budget carrier- not happy!
AVG TravelNot a good experience. Hotels were dirty, roaches and unacceptable, not 4 star as quoted and they were far out of main tourist areas, some of the other booked alternate accommodation after seeing the poor state of these rooms. Flights and hotels were changed 3 times before we left-which caused stress. I have not received emails back from AVG regarding these matters.
Unfortunately, our experience with AVG left us feeling like just another number with little to no attention to detail or genuine client care.The Highlights?Ironically, the best parts of our supposed 5-star Vietnam tour were activities we arranged ourselves once we were in Vietnam though other agencies* A street food tour in Hanoi.* A private cooking class in Hoi An.* A Ho Chi Minh City show recommended by another tourist.* A Jeep Tour through HanoiThe Lowlights?There were several, but the most notable were:1. The Sapa Leg of the TourThe 2 day Sapa portion of our 12-day Vietnam tour was disappointing. We were a group of four (two couples who met at Hanoi Airport). My husband injured his knee during the Halong Bay cruise and couldn’t do the walk through the Sapa village & rice paddy. The other couple (both in their mid 70s) had already informed AVG that they couldn’t do the walk either and were assured that an alternative plan would be arranged.The ‘alternative’ provided? “Just stay in your Sapa hotel for two days.”Given the 5 hour drive from Hanoi to Sapa (depending on traffic) our group collectively opted to remain in Hanoi and cover our own accommodation costs which we all thought was fair enough. However, when we asked AVG to allow the designated Sapa driver to drop us at our chosen Hanoi hotel or to pick us up afterward and transport us back to the AVG-designated hotel, the answer was a flat no. We also requested a half-day tour in Hanoi as an alternative but AVG declined.2. Lack of Communication and OrganizationEven before departure, there were warning signs. Getting a detailed itinerary was almost impossible until 1.5 weeks before the trip. While we understood flights would be booked close to departure, we needed approximate dates to coordinate with friends in Vietnam. The number of messages, emails and people we had to deal with to get basic information was overwhelming and chaotic.3. Requesting ‘Extra Leg Room Seats’With a very large husband, seat selection is important. We duly noted on our forms that we required extra legroom seating and were happy to pay the additional cost. I spoke & emailed AVG 4 times to ensure the request was received and was assured it would be actioned. 2 days before departure we were told that we could only book those seats at the airport. On arrival at all international & domestic terminals, zero ‘extra leg room’ seats were available and we were told we should have booked them through our travel agentFinal ThoughtsThe overall experience with AVG was marked by a complete lack of customer focus. Once they had our payment and issued our tickets, it felt like they washed their hands of us. For a company advertising 5-star tours, the service and care were severely lacking.I would highly recommend booking your own tours, accommodation & flights or use a more reputable customer focussed company.
Was sceptical about choosing a planned tour, when I usually plan our own holiday adventures. The price and itinerary seemed too good to be true. !!How wrong was I !! From the start, my AVG agent, Nishi, answered all my queries, explained everything regarding the trip and itinerary. Thanks to her patience and reassurance I booked and we had an amazing trip. Thanks so much Nishi. Everything was perfect. The hotels were great, the tour directors awesome and our itinerary was fantastic with so many highlights. The Great Wall, Terracotta Warriors, Shanghai night cruise to name a few. Everything was taken care of.Highly recommend Asia Vacation Group and will definitely choose another trip in the future.
I am giving this company a 2 without even going on a trip. I have tried contacting these people through their website, facebook messenger, and phone. When I rung their phone number on website, they said their travel agent will get back to me sometime today. It has now been 2 days nothing. I have tried again, their trips sound cheap and amazing and something I want to experience. Should I trust them. The reviews say they are pretty good. Bot reviews? I am unsure.
I’ve just booked a trip with AVG vacations. Was a rocky start with speaking to someone who didn’t know anything, but realise that the weekend staff just take messages to pass on to people who know a bit more about things. Then we got a guy from Vietnam who we found very hard to understand. I have since made contact with a agent in Australia and we are from New Zealand And the service has been outstanding and easy to understand answers questions very quickly. John Todd from Australia has been very helpful and gives us confidence to make our looking. What are you doing Hopefully can update this once we are back from our holiday next year. But so far so good.
Not happy with the way this company conducts itself. We cancelled our trip within their stated 7 day change of mind period, but AVG did not refund our deposit. They told me that they would not credit our credit card, but wanted our personal bank details instead. I found this very suspect. Still no refund after 30 days. We had to lodge a dispute through our credit card provider to get our money back. This took nearly 2 months.
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