Customer Sevice is simply terrible
Booked a train journey Adelaide to Melbourne and received an email some months later that the service had changed from a Monday to a Sunday and I was asked to re-book. This meant that accommodation that I had organised, had to be re-booked also. I did so by email but received no response. A phone call to GSR was met with a rude response. I would never use this crowd again.
Was good experince ,organiser where horrible
Being more honest work in with local travel agent .
Trip it self was great thats was 5 star
They way travel agent and ghan orgainisers was terrible .
First of all neiter of the ghan organisers and the ravel agent told we could not have suit case on the train told us we had to find some back packs fit what ever we could and my misses was in tears dint want go on the train only one conductor spent time with my misses tried settle her down was very sorry what happend to us he could do any more he tried get us to the silver class but was no vaccani...
Letter to great southern rail
The following letter was written to Great Southern Rail in 2018. They did not bother to reply.
I am taking the time to write to you about our recent (and apparently ongoing) experience with Great Southern Rail. Your customer feedback form simply does not have enough room for me to register my huge disappointment with the service we received from your company. I booked this trip last year as a very expensive, special treat for my husband’s birthday in April this year. Your website sells The Ghan as follows: Great Southern Rail offers journeys b...eyond into the wide expanse of the Australian Outback. Experience the very best Australia has to offer in a level of comfort only rail travel can provide. and Regarded as one of the world’s greatest rail journeys, The Ghan delivers so much more than an extended train ride. It promises access to parts of Australia no other holiday can come close to the perfect balance of comfort and adventure culminating in an experience that will move you in every sense of the word. I have travelled extensively, to more than 50 countries including various rail journeys (USA, Canadian Rockies, on the Orient Express and from St Petersburg to Moscow return). The decision to buy two Platinum tickets was not taken lightly, but because we would be embarking on ‘one of the world’s greatest rail journeys’ and would experience ‘the very best Australia has to offer’ I decided hang the expense, and went ahead and booked tickets on The Ghan for my husband for his birthday. We elected to park our car at Adelaide airport and booked our all-inclusive Platinum transfer from the airport to the train. At this point things started to go badly wrong. There was no sign of our driver, and after waiting a reasonable amount of time we called Great Southern Rail, finally being put through to our driver who advised that we had already been picked up. Well, no, we hadn’t, we were still waiting at the airport. He was, he said, almost back to the depot, however he would now come back to the airport and pick us up and deliver us to the train. Eventually. There were, as we discovered when we finally arrived at the train, six people with the same surname (not Smith or Jones either!) who were travelling Platinum class on the 29th April train. Our driver had already picked up one couple with OUR NAME. They knew his name he said (not hard to deduce the name of your driver when he is wearing a big name badge emblazoned with ‘[name removed]’) and they came straight up to him he said (he was holding his iPad displaying ‘The Ghan’ and ‘OUR NAME’). Not rocket science, any of that. Someone, somewhere MUST have noticed that 6/30 or 20% of the Platinum passengers on the 29th April had the same surname. Thank God I’m not called Smith, the potential for confusion with multiple passengers sharing a slightly more common name than OUR NAME does not bear thinking about. The check in staff asked me if I was Ethel (well no, I’m not) and when they discovered who we really were there was a flurry of activity as tags had to be removed from our luggage, new ones attached while we were allocated to a new cabin. Our original cabin was already occupied by the interlopers who had inadvertently commandeered our transfer vehicle at the airport. So. We settled into our cabin, unpacked and went to the dining car for lunch. Luke-warm food of only average quality has never impressed me, and it did not do so this time. We spent the afternoon watching the scenery, reading books, trying to adjust to what was obviously going to be a very rough ride. Question: do the carriages have any kind of stabilisers? Or is the track so rough that nothing can change the uncomfortable ride that your train delivers?
- Verified customer
Trip of a lifetime
Everything was perfect - food, tours, hospitality, accommodation. We'd never travelled by rail before, and we loved it. The lunch beside Katherine Gorge was amazing - fine dining in a beautiful location
Great Southern Brisbane to Adelaide - Platinum Class
Having previously travelled Platinum class, on the Indian Pacific in 2018, and loved it so much, we were really looking forward to this new train journey. At a price of $1090 per person per day, one would expect a certain degree of comfort and also quality appetising meals. Sadly we didn't get either.
The journey was a nightmare. The ride quality is so bad that it makes it extremely difficult to sleep. The train company has no control over the tracks but for goodness sake change the trains to air suspension and give your passengers some de...gree of comfort. The cabin was very nice, having recently been refurbished, but the carpet had not been vacuumed and worse still the floor of the ensuite had also not been vacuumed and mopped. Our first night the air con in the cabin was not working. In fairness, it was repaired the next day, but failed again on the third night, by which time we were past caring. The excursions were 8.5 - 10 hours long. Too much time spent off train so that all the traveling was done at night, when it was dark. The only scenery we saw therefore was from the coach window. Had we wanted a coach holiday we would have booked one. If you enjoy good food this is not the holiday for you. Food very ordinary, and in some instances extremely poor, both on the train and the excursions. Did not even get a decent cooked breakfast. The staff were absolutely fantastic. Worked long hours but always had a smile on their face and couldn't do enough for all their passengers.
Bad exsperince on Indian Pacfic
Last Wendesday Adelaide to Sydney late from Keswick Terminal changed our car plumbing issues. Good trip to Broken Hill great on board staff great food and drink. But from the Hill to out side Bathurt it was so rough l could not even read a magazine did not sleep one wink, every bump and hole was transferred up thru the boggies l thought we where of the road several times,every other passenger felt the same.
Great Southern Rail should get there asscess fee reinbursted. And to rub salt into our wounds our car ran out of water, so no toilet or showers.
Ex State Rail Area Controller..
Not value for money
Having returned from a rail tour on the Ghan through central Australia, we were very disappointed. At $900 per person per day, we found it very ordinary. There are much better and more economical ways to experience Australia.
Roughest train trip I've ever encountered!!!
Love train trips and have done many in various countries. Broken Hill to Parkes was THE ROUGHEST (as with other reviews, bruises to prove it)...(did we have "cowboy" driver too)? Service staff and food were great but can't recommend the actual train journey!! Tracks desperately need upgrade!!
Awful service, tired carriages and totally disorganised
I travelled from Sydney to Perth expecting the luxury trip I paid for but that's not what you get.
Staff are rude, unhelpful and never seem to care about the passengers. The food was awful and many meals were left half finished because it was so unappealing. I did not get the train so we could stop and be sent on trips that seemed designed to get you to spend at these alleged attractions.
The trip is rough so hold onto your drinks and food and get a good night's sleep before you leave because you will not sleep well on this train.
Having pa...id a thousand dollars a night you expect a lot but the company that runs this service is running it into the ground. What should be one of the great train journeys of the world is a tragic case of poor management, poor staff and a failure to provide a satisfactory service.
Overland to and from Melbourne.
I want to congratulate all staff I encountered on a recent trip 16/08/19 and 20/08/19 to and from Melbourne. The staff at all points were courteous and very helpful, the food served and service given were as good as I have experienced on many years of travel. A fantastic job by all concerned and thanks for making my birthday celebration one to remember. Judith Casburn
Worst holiday ever
We booked from Sydney to Perth on the 7th August. We could not get Platinum on the dates we needed and therefore took Gold Class. We found all the Staff during the trip very helpful and pleasant. Food was prepared well but lacked vegetables. We did not alight at Broken Hill as it was a 6 a.m. start and we had had the worst sleep ever. Handorff was great, the Cheese shop very interesting and run by lovely Staff. The Haus offered an excellent meal which was enjoyed by all. Rawalinna was a disappointment and for the first time we did not enjoy...the meal. On arriving in Perth we got to our hotel. The room very comfortable. Staff very helpful and friendly. The tours of Freemantle and Rottnest Island were great. We had decided to stay another 4 nights at the same hotel as we had friends we wanted to catch up with. Now for the negatives: The train's Gold Class bunk beds had obviously not been refurbished in years. The ladder to the top bunk was hard to climb, the metal rail to prevent someone falling was above the mattress. I have taken photos of the large bruises my husband incurred by the rail on my Ipad. When we got to the Hotel there was no courtesy bus to take us to the Jetty for our trips although other travellers that Imagine booked in at other hotels had this. We had to use cabs. There was no guest laundry, $8.76 to wash a pair of undergarments, same for a pair of socks. When we travelled through NZ in 4 and 5 star hotels they all offered this facility. When we phoned and asked to book another 4 nights the staff member my husband spoke to quoted over $900 which he agreed to as we did not want to change hotels. She said this was the best rate she could get. Imagine how we felt when you could get 5 nights for $520.65 ($104.13) per night which included Breakfast and we had to pay double. The hotel gave us the account you paid on our behalf. WHY? We intend travelling to Canada and Europe in the next 2 years with probably a couple of cruises and there is no way we would book through you. You obviously do not do the best for your clients and we will be warning our friends (who like us are planning a number of trips) to steer clear. As far as the Indian Pacific goes it is long overdue for an overhaul. Most on the train, especially in Gold Class, were complaining about the discomfort in the sleeping arrangements and told us that they never encountered this on the trains they went on in Europe.
Overland train. Rude would be an understatement
We were late for baggage check in and was advised to approach the baggage handlers in front of the train for assistance in checking in our bags. The three blokes were not very helpful at all as they don’t want to get asked questions and was so rude. Worst customer service ever.
Freezing Train Carriages Mid-Winter - NO HEATING
My daughter decided to catch the train as an alternative to flying on her visit from Melbourne to Adelaide. Well she won't ever be doing that again as in this freezing weather they don't even have heated carriages. That's right - no heating in the middle of winter. When everything nowadays is heated a NINE HOUR train journey is in a freezing carriage. I will be going to Consumer Affairs about this.
All I can say to anyone thinking about this is DON"T DO IT.
Gladys should be ashamed .
Left Sydney on 1st of may all excited for the trip to Adelaide. Over the mountains into a nightmare 3rd rate train trip from Lithgow it was as rough as any trip could be ,i was thrown around the cabin ,food was good when you could get it in your mouth , they say they have to pay 65000 track fees to who ,Ajax track repairs the track is bad but great southern needs to update to airbag suspension,up front was a freight train driver ,braking terrible ,do yourself a favour save your money till n.s.w fixes this goat track,drive or fly if I could get my money back i would ,very sad for the wonderful crew ,it's lost its way. .
- Verified customer
The Indian Pacific - The trip from Hell
Our trip on the Indian Pacific commenced from Sydney to Perth on April 3rd to April 6th 2019. This was definitely a trip from hell. Over the past 15 years, my wife and I have traveled on dozens of trains all over the world, but this was the worst rail trip we have ever experienced. Between Sydney and Broken Hill our 'GOLD CLASS' carriage "K" (costing us $1,100.00 per night each person) began to sway sideways violently, throwing us from one side of the cabin to the other. Trying to lay flat on the bunks didn't help either. In addition, the noise...factor emanating from all the loose fittings in the cabin and the ensuite continuously rattled so loud, we used ear-plugs. But this noise just added to the extreme noise coming from the nearby couplers and bogeys made it impossible to sleep. Each of the three nights was torture to us both. The staff who were friendly and work under extreme conditions, offered us drink coasters to help fill the 'gaps' in the cabin fittings hoping to minimize the noise. This trip was extremely bad value for money. I would not recommend this trip to anyone.
Perth to Sydney Gold class, bronze I would class it. Arrived at east Perth stn told derailment options refund, loss of my flights and rebook cost around $1200 continued trip. We where flown Kalgoorlie to Adelaide missed 50% trip. The single cabin was not a cabin like a cupboard with a small bed not acceptable paying near $800 a night. The same trip in USA Canada $700, to get a luxury
cabin Platinum about $1300 a night ripoff. Adelaide to Sydney so rough thought
train would jump the track no sleep that night. I was glad to get off the train.
My booking read a gold cabin I didn’t get that and not the full trip.
The Ghan and Indian Pacific - Platinum Class
We have travelled the Ghan and Indian Pacific Platinum Class and were very disappointed - value for money 'NO'. When you are paying $1500 per person/per day, you would expect a lot more.
There is no difference in the Platinum Class carriages on the two trips, but we found the Ghan was a smoother run and the excursions were excellent. The Indian Pacific from Perth to Adelaide was as good as the Ghan, but from Adelaide to Sydney was quite a rough track and the excursions were of poor quality, arriving at Kalgoorlie at 9.30 pm, obviously in the ...
India Pacific Rail Trip
Have just completed the Indian Pacific trip from Perth to Sydney. I have to say the staff were great the food wonderful and the rest a total waste of time. The train obviously needs to be upgraded, it is so rough, noisy and we were over the wheels so it was even worse. Unless you are a drinker forget it. We lost a couple of hours just after leaving Perth waiting for freight trains. Communication between the management and the rest of us was practically nothing so we often just sat wondering what was happening. We arrived in Kalgoorlie aroun...d 10 at night for our excursion..yeh.. Luckily I had seen the Super Pit but those expecting to see it as part of the experience were left with a black hole and nothing else. There needs to some sort of media room or even an exercise room. I found the whole experience a very expensive waste of time. Sorry.
The train trip of a lifetime - no way!
My wife and I travelled Gold Class on the Indian Pacific in August 2018 from Sydney to Perth. We were looking forward to a comfortable, interesting trip, similar to the one we had in Queensland from Brisbane to Cairns.
We could not have been more disappointed. The staff were great, food was good, the rooms were comfortable enough and the excursions off train were OK.
What was not OK was the movement, roughness and noise of the train, particularly in our cabins.
We were located directly over the wheels and the noise, harshness were nothing ...
- Verified customer
Terrible Customer Service
I booked the Ghan trip through an agency last year and want to amend the trip date as I won't be able to attend the trip on the booked date. My agency didn't renew the contract with the GSR this year, and they cannot amend the booking anymore, so they asked us to contact the GSR directly after trying to contact GSR from their end. When we emailed/called the GSR directly, they answer no question but keep saying "you need to contact your agency." Totally useless staff!
Horrible, horrible customer service! I wish I didn't book this trip at first place!
Questions & Answers
Why is there no response on all these poor reviews? It really reflects on the arrogance of these sites that they don't have the guts to respond. When they star losing business they will start to complain "why weren't we told?. Apparently they don't seem to care or they would be responding by now.
I would like to know,why there has been no replies from GSR,regarding these appalling bad reviews,of their service. This couldn’t care less attitude,should not be tolerated.
I've not had any positive responses from GSR about the lack of maintenance to passenger carriages. For a 3 night journey you would expect some level of comfort. Travelers would not contemplate a return journey.
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