AVG Travels entered liquidation this week, leaving the Haysom family out of pocket after they paid more than $20,000 for a 10-day overseas holiday that never happened. Chris Haysom said the collapse had left him feeling physically sick and facing a loss that felt, in his words, like half a year’s mortgage payments had disappeared.

The timing has made the loss sting even more. The family made their final payment on May 22, and just days later Matthew Hutton and Mark Holland of McGrathNicol were appointed liquidators after AVG was placed into liquidation on Tuesday. For customers who had already paid, the search for avg travels liquidation news is now less about the trip itself than whether any money can be clawed back.

WA Consumer Protection said unsecured creditors are last in line if there is any money left after liquidation, which means customers like the Haysoms may end up near the back of the queue. AVG is not currently issuing refunds, so the first option many people are being told to pursue is a chargeback through their bank or credit card provider. Owen Kelly told customers to reach out straight away, not to hesitate, and see if they can get a chargeback on the payment.

Travel insurance may also help some customers recover something, though that depends on the policy and the claim. Kelly said some people may be able to recover something there, but there is no guarantee. That leaves a narrow path for families who paid in advance for trips that were never delivered and are now waiting to see what a liquidation process can actually return.

The company had marketed itself as a way for clients to travel more and spend less, but customers were already reporting shock cancellations and other problems before it was wound up. One customer said they were left stuck at Shanghai airport because AVG arranged the booking but did not pay for the ticket, and that a local guide suggested paying $1000 per person upfront and getting reimbursed later by AVG. McGrathNicol is now carrying out an urgent review of the company’s financial position and operations, but the amount customers will ultimately recover remains unknown.