More than 200 customers of Australian travel agency AVG Travels have been left stranded after the company cancelled package holidays, primarily to China, and exposed email addresses in a data breach. The Melbourne-based firm sent a mass email last week stating itineraries were 'under review' due to 'operational scheduling adjustments', leaving some travellers abroad and others days before departure without tickets or refunds.
The initial email, sent by CEO David Dao, apologised for uncertainty but also inadvertently revealed recipients' email addresses. A follow-up email blamed an 'administrative error' for the breach. Customers reported the incident to the Australian Competition and Consumer Commission (ACCC).
Industry bodies have taken action: the Council of Australian Tour Operators (CATO) suspended AVG Travels' membership, and the Australian Travel Industry Association (ATIA) cancelled its membership in August 2022 for failing to meet financial and ethical standards. AVG Travels stated it remains 'fully operational' and is working with affected travellers.
Among those affected, Melbourne woman Elizabeth Jennings, who booked an 11-day China tour, was offered rescheduling or a credit voucher but demanded a refund. Perth resident Sam Chisholm paid £1,456 for an 11-day China trip departing May 27 but received no tickets. After media coverage, both received full refunds on May 18. A Facebook support group has formed with over 230 members sharing experiences.
