Hundreds of travellers have reportedly been left stranded and out of pocket after a Melbourne-based travel company cancelled international trips to China with little warning.
Customers claim flights, accommodation and guided tours booked through AVG Travels were cancelled either shortly before departure or on the day they were due to travel.
Families Say Trips Were Cancelled Without Proper Notice
Among those affected was Sydney resident Hong Lam, who had organised a family holiday for her mother and around 30 relatives and friends.
The group had reportedly paid a combined total of approximately AU$60,000 for an 11-day guided tour of China, including visits to landmarks such as the Terracotta Warriors.
Lam said some members of the group began receiving cancellation emails late on Wednesday night before their scheduled Friday departure.
Other travellers in the group allegedly received no communication at all regarding the cancellation.
Travellers Report Communication Breakdown
Lam said she had spent weeks attempting to confirm itineraries before departure and continued trying to contact AVG Travels after the cancellations.
According to affected customers, requests for clarification and refunds were met with limited responses despite the company advertising “24/7 support.”
“It was supposed to be the trip of a lifetime for our family,” Lam told Australian media outlet 7NEWS.com.au.
“Instead of boarding our flight we were left at home with no communication, no answers, and no support.”
Additional Financial Losses Reported
Lam also claimed that one family member lost money linked to visa applications and unpaid leave because the required travel documents and itineraries were never delivered.
According to her account, an aunt travelling on the tour paid an additional AU$100 for an urgent visa appointment and lost around AU$500 in unpaid work leave.
Other travellers are also reportedly seeking refunds for cancelled flights, accommodation and associated travel costs.
Growing Concerns Over Consumer Protection
The situation has raised concerns about consumer protections for organised international travel bookings and the financial risks travellers face when tour operators fail to deliver services.
As of the latest reports, affected customers said they were still waiting for clearer communication regarding refunds, rebookings and the status of future departures.
The cancellations have left many travellers uncertain about recovering their money while international travel demand continues to remain strong across Australia.
