That's not acceptable."After the ABC published a story on Monday, Ms Jennings received a refund but said the ordeal had taken a toll."I was stressed out and I don't stress easily, but I wasn't getting any information, I didn't know what was going on," Ms Jennings said.The Australian Competition and Consumer Commission (ACCC) said it would not comment on complaints it may have received about AVG Travels or whether any investigation was underway, as per the regulator's policy.However, a spokesman did offer advice to those affected."Consumers have rights under the Australian Consumer Law (ACL) if a travel service is delayed or cancelled," an ACCC spokesman said."If a business sells a travel service that doesn't meet one of the ACL consumer guarantees, a consumer is entitled to a solution This may include a replacement or refund."It said those unable to resolve disputes directly with a business could contact their state or territory consumer protection agency, or report the matter to the regulator.Australian Travel Industry Association chief executive Dean Long said AVG Travels was removed from its accreditation scheme more than six years ago, after the company failed to meet "financial and ethical standards"."Last year we rejected over 22 per cent of people that wanted to join this scheme," Mr Long said."It's a reminder that when you're handing over your hard-earned money that you need to check the accreditation status and give yourself that extra peace of mind in knowing that a business is following the best practices and also meeting the highest financial criteria."