Reviewer Photos & Videos
What a disaster
Not answering emails, documents received 2 days before departure, no information on train departure, paid extra for a hotel upgrade but was a downgrade. Very stressful!!! Not replying to complaints!!
Hideous, avoid entirely!!
So many negatives, incredibly hard to get in contact, not enough information, immensely difficult to change anything. Never, ever again. I wish I had read these reviews before I booked
Do this company ever answer the phone?
How do I contact this company - they don't answer the phone or respond to emails! Any suggestions other than don't book with them again? I can't believe that is an "unprecedented and massive spike in demand!"
Just returned from Uluru and Alice Springs ,fabulous content and trips but let down by very bad accommodation in Alice Springs ,shabby room ,no proper breakfast and no help from booking company when we complained ..
We booked a holiday on the Ghan, the advertisements say you can customize your trip. This is not the case as they never return your calls or confirm things like hotels, what flights your on, and what off-train journeys you can do so you miss out. I think they are too busy taking new bookings rather than supporting the bookings they have. Despite them telling you that your final documentation will be sent 30 days before the trip you don't receive it until one week if you're lucky. I agree with what others have said book the trip yourself with Journey Beyond Rail. I will not be booking with them again.
I do not know where to begin to summarise our disappointment with this company. Literally hours and days spent waiting on line on hold, sending emails and messages seemingly into a void. The company clearly has a shortage of staff and adequate systems and I felt sorry for the staff trying to manage. I had to check every detail as errors were made.
We didn’t get our documentation/vouchers for packaged tours and confirmation they were booked until 2 days before we were to fly and that was after I hounded them for weeks. That meant some of the ac...
Horrible- don’t book hotels with them
Call day hotel through this company. I went to the hotel and the booking was not processed. I had to purchase a new room, and now I am having massive difficulties getting in touch with the company and trying to sort out a refund. It is terrible customer service and after reading the reviews I am sorry I did not check prior to booking.
avoid using this company
I have accumulated some flight credits from a previous cancelled flight. Try to rebook another flight but after waiting for 2 weeks with numerous emails and phone calls . the agent still has not booked the flight for me. Their excuses are too busy, or the person responsible is sick etc. And their last email is to ask me to contact the airlines directly! Since my last booking is through this agent and my credit is held by them, I could not use my credit to book the flight directly through the airline. I have the impression that they just want to...keep my money (credit) and making all sort of excuses to not to book any flight for me. This is the worst travel agent I have ever come across. Every time I have to spend hours to wait for the phone to be answered. And even they picked up the phone ,they won‘t do what they promise, like call you back etc. to avoid any stress, stay away from Discover Australia Holiday!!
This has been the worst experience I have ever had to deal with
Worst customer service
Did not meet my expectations on what is offered via there site
Worst experience when covid hit & had to change the booking. Trying to get back in touch with them was impossible
Save yourself the stress and do not use this company.
I booked a 6 day Indian Pacific package with this company to be followed by 2 weeks of self organised touring in WA. It was delayed 12 months due to covid border closures - and re-booked by Discover Australia successfully, with a small increase attributed to a rise in the train cost. However, the 6 days booked through Discover Australia was more stressful and took more time in follow up emails and phone calls than the rest put together. I eventually got travel documents emailed the day before I left home - so it is not a scam company.... sadly ...just inept with poor business practices. One part of the documentation (discount vouchers that had to be printed) never arrived despite being told they had been sent. They were subsequently emailed while I was on the Indian Pacific with no connectivity - and no way of printing them - and thus useless to me. In this instance I would argue they breached their contract. Further, absolutely no advice was given as to border documentation required for entering SA and WA - whilst I was on top of that there were many distressed fellow passengers trying to work out how to to do it on their phones, on the platform at Central station before being allowed on the train. (train staff were a great help) I will never book with Discover Australia again ... just book direct with the operator. (The train trip is fantastic and absolutely worth doing)
Worst company I have ever used.
I booked for 4 people on an Indian Pacific package in July 2019. I have just returned. At no time did Discover contact me. When I called after a 45 minute wait I would get a very unhelpful person and my questions left unanswered. No information was provided other than the basic I got when booking. The only reason we had a good holiday was my continual follow up the individual excursions. The hotel in Perth was old, grubby and the service almost non existent. We were to have breakfast however our coach pickups were before the breakfast opened. These people are completely hopeless. Don't book with them. Absolute shockers.
Dreadful customer service.
I made a booking last year Feb 2020 to travel by Ghan to Alice Springs and had to cancel the travel due to Covid restrictions and border closure. The company put my booking on hold. I am trying to rebook this year. They have a dreadful customer service. You can never get to talk to any customer service specialist. Every time I call, I only reach a receptionist, who would take my phone number and say she would get somebody to call back. But nobody ever calls back.
Very unsatisfactory Service
Phoned to book a tour with Ghan and 1 of the tours around Adelaide and Murray Princess. Was told they were extremely busy & would take a couple days for quote. 5 days later rang to speak to the travel specialist I had dealt with. This was after waiting on line several times for hours and phone either dropping out or I gave up. The person said she would get specialist to call me. Phoned again next 2 days, with promise the specialist would phone me. Never happened. Day 8 phoned another company & got quotes and booking confirmed next day. Would never try to book with DiscoverAustralia again, especially after reading other reviews. Obviously they are very understaffed!
Hopeless - Get yourselves sorted!
Called to make a booking from an advert I saw in the Travel section of a newspaper. The girl I spoke to said she will get back to me with a confirmation. Followed this up with an email. Over a week and no reply. Called 4 times and was on hold for approx. 20 mins only to have the call hang up. Finally got through and the tour I wanted was sold out. Why could you not confirm it the same day? How are you still a business?!
Dreadful after sales service
Booked June 2020 for a 10 day trip to Ayers Rock in March 2021. We did not get any paperwork/vouchers etc till 5 day before we were due to leave, was starting to think that I had booked a scam. Our full day tour of West MacDonnell ranges with morning tea, lunch and drinks was cancelled 2 months before we were due to go. We were left with a spare day and they did not refund the cost of the tour. Our Sounds of Silence Dinner was cancelled half way thru the dinner due to the weather and it was announced that we would all get a 50% refund. This w...as paid to Discover Aust the next day and we are still waiting for them to pass this on to us as well. They won't answer emails or phone calls and this is a family owned and run company for over 20 years.
Poor customer service. Misleading advertising
Holidays advertised online found to be unavailable after booking and providing personal information. Holidays still advertised even though they can't provide the product. Dreadful customer service when unavailability explained. Don't book with this company.
I am currently fighting for 6 months to get my booking completed Every week I ring and they tell me it will be done by next week. Never happens All my tours are booked but no accommodation and no flights Bit hard to have a holiday if I can't get there. Absolutely disgusting customer service. [Legal Threat Removed]
Please get in touch
I’m still waiting for [Name Removed] to contact me does he actually work there? I cannot believe how customers and staff are treated. It is not a laughing matter when terminal ill customers are told no to a refund that they are entitled to it. Very upsetting to hear the abuse in the background on the phone from a senior older woman shouting at staff who goes under several namesi believe real name [Name Removed]. Does this company get away from rules and regulations because [Name Removed] has friends in government departments?
Book with someone else!
I asked to book the 20 day package Adelaide to Darwin - initial contact not replied to, emailed and finally got a response and told would make booking for us. After a week with no contact, I email again. Someone finally got back to me to advise that 2 of the tours offered in Adelaide would not be available and they would substitute. We were told we would be contacted to collect names for reservations and collect payment details, another week passed and I contacted AGAIN - then received an email saying that our preferred option on the Ghan would...not be available, after sending them an email and still not receiving a reply I will not proceed with this booking and spend my $20,000 with someone who actually wants to take care of my booking. I don't think this company is very professional - beware if you use them. Sharon Harris
Don't deal with this mob
I was attracted by Discover Australia's spam ads for The Ghan. Don't get sucked in! This company has simply the worst customer service ever. The initial service was slow and sloppy. I had to inquire several times about timetables, availability and progress but eventually I booked and paid only to be told the advertised service had been cancelled. We re-scheduled but again had to prod DA to get airline bookings completed. Two days before we were due to board The Ghan in Darwin I received a phone call from DA to tell me I had to get myself home t...o Sydney, at my cost. Now, three weeks later, in spite of frequent inquiries, I still have not been given any information about rescheduling; whether I go through them or deal directly with Beyond Journeys. They simply don't give a damn. They've got your money; they've got your commission, and you can go whistle.
Questions & Answers
Insurance details please
You have sent me insurance details please addressed to Hi Allara you have messaged the wrong person which is understandable in your situation.
Would like to know how to get my money back due Covid 19 cancellation? It is not possible to travel because we cannot leave Victoria and the WA border is closed. We are pensioners and in that dangerous age group. We also have limited financial resources. We cannot get a straight answer from either Discover Australia or Southern Rail who operate the Indian Pacific. Perhaps Mr Harding who owns this Company can do something to help achieve a refund, considering Discover Australia have benn holding the full payment since March 2020.
Hi John, I am in the same position as you. I was so angry with the company. They were shocking to me on the phone, refused to give me the money just kept delaying the trip, again and again, and again. now it is supported to be next year . They pointed out that the rebook needs to be in one of their discounted periods or I have pay more. I have reported them to the ACCC. My advice don't travel with them but the reality is that it is too late!
Hi guys. Definately c.c the director into your email. I emailed a Legal letter of Demand to Discover Australia Holidays on [Emails Removed]. I recieved payment within 24 hours.
I only dealt with them once, in 2019, and would not ever go with them again. There were issues with price rises, issues with failed bookings, botched bookings, all in all, dealing with them last a nasty taste in my mouth.
I wish you all the best - if this company is registered with an Australian Tourism body then maybe contact them as well as ACCC
I'm seeking accommodation in Byron Bay from Sept 30th to October 14th. Can anyone offer suggestions
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.