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.