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Qantas vs. Qantas Vactation

New York City, New...
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Qantas vs. Qantas Vactation

We made a big mistake in booking our 10 day trip to Australia with Qantas Vacation.This was an independent tour. Qantas booked our airline, hotel and airport pickup. The airline was fine but the hotels and the airport pick up were disastrous. The service from the Qantas Vacation office was poor. When we landed in Sydney after a 25 hour flight, there was no one to pick us up. We did not have access to a local phone and borrowed a cell phone from a nice Australian at the airport to call up the pick up company Sunbus.We were told they will send some one shortly. After about an hour, someone showed up but no explanation was offered about the delay.

When we reached Melbourne, our flight arrived 10 minutes early - 4:40 instead of 4:50. We were pleased to see Sunbus agent at baggage pick up waiting for us. She told us to collect our baggage & wait for her by the exit as she needed to pick up more passengers at the next terminal. She said she will be back in a few minutes. Our luggage arrived quickly. As instructed, we waited by the exit on the bench. She came back at 5:35 & basically told us that the passengers she is expecting from the international flight have not arrived & she has no idea when she will pick them up. When asked to give us some time estimate, she kept repeating that she has no idea & kept shrugging her shoulders & shaking her head. She said that she had to pick the customers as this is the last ride of the day. When asked about the taxi fare to the hotel, she said she has no idea as she does not work for a taxi company. After several minutes of frustrating conversation, said she will be back & just left.

We waited a little past 6:00.(over an hour) There was no sign of her & we had no way to contact her. We finally took a taxi & came to our hotel. We also called the Sunbus office next day while we were on Great ocean tour & they had no explanation.

We are truly surprised at the poor quality service.We had paid a lot of money for this pick up service. We waited for over an hour at the Sydney airport after a 25 hour trip & waited again at Melbourne. When taxis are so easy to get, I wonder why Qantas offer this third rate pick up service? We wrote to Qantas vacation office over two weeks ago about our unpleasant experience and have not received any response.

The hotels in all three cites we visited - Sydney, Melbourne and Cairns were very average. Overall, we would have done much better on our own.

Adelaide, Australia
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12,572 posts
36 reviews
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1. Re: Qantas vs. Qantas Vactation

How very annoying!

But you didn't need to post about it twice.

Edited: 03 January 2014, 22:13
Brisbane, Australia
Destination Expert
for Brisbane
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10,447 posts
95 reviews
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2. Re: Qantas vs. Qantas Vactation

You should put a post on their Facebook page ... you may get a quicker response.

I wonder whether this is a Qantas company or a licensed partner of Qantas? There is nothing on their web-site to say they are owned by Qantas.

Melbourne, Australia
Destination Expert
for Sydney, Bargain Travel, Food and Travel
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24,754 posts
65 reviews
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3. Re: Qantas vs. Qantas Vactation

Qantas VACATIONS is a completely seperate entity to Qantas the airline. They are a US registered wholesale provider.

Like collecting charity donations, they pay Qantas a fee to use their name, and for the piggyback use of associated websites to offload packages.

Qantas HOLIDAYS is directly associated with the airline. They offer GDS available inventory discounted for those flying.

Edited: 04 January 2014, 03:09
Sydney, Australia
Destination Expert
for New York City
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15,733 posts
18 reviews
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4. Re: Qantas vs. Qantas Vactation

I'm sorry you had such a bad experience. Yes, in hindsight you probably would have done a better job on your own. It also highlights that our service industry is completely different to the US.

Adelaide, Australia
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12,572 posts
36 reviews
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5. Re: Qantas vs. Qantas Vactation

<<< It also highlights that our service industry is completely different to the US.>>

Oh I don't know about that I've been left behind, misinformed and stuffed around by tour operators in the US too.

6. Re: Qantas vs. Qantas Vactation

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