As mentioned variously below, it would be helpful to receive some additional information in advance of the trip. It cannot be assumed that people (especially the elderly or international visitors) have extensive access to the internet to look up the GSR website or are able to read a lot of information in English on-screen. It would be good to send out a package with the booking confirmation and include a copy of the timetable and information on the stopover destinations and the optional side-tours available during the train trip so that people can be prepared financially and with the right sort of clothing etc. as applicable.
1. Credit Card Surcharge
It was very disappointing to be told about a credit card surcharge late in the booking process. This does not appear in the Terms and Conditions or the advertising information about the packages. It provides a disincentive to complete the booking, and having to pay through the alternative method of EFT delays confirmation and requires additional time and inconvenience on the part of both the customer and Great Southern Rail (GSR). In terms of the GSR staff time for processing these payments individually, how does this cost compare to absorbing the credit card bank fees? These fees are a cost of doing business that is tax-deductible, and by not levying this surcharge GSR would generate a lot more customer goodwill than the reverse.
2. Virgin Australia economy class flight from Melbourne to Adelaide. There were no issues with this (reviewed separately).
3. Adelaide Ground Transfers (separate cost).
The transfers were an additional cost at the time of booking (if paying on-the-spot $13 each way).
No vouchers were provided, which was not helpful for either the guest or the driver. These could easily be supplied in PDF format so that the guest could hand these to the driver. In addition, the drivers could be provided with a list of people who had pre-paid and pick-up points, so that they could just 'tick people off' rather than telling everyone that they have to pay.
No information was provided on what to do when you arrived at the airport. Guests had to figure it out for themselves and walk over to the bus area.
No information was provided on what would happen in terms of getting the shuttle bus to the rail terminal. Rydges don't deal with this, so it was necessary to make a personal phone call to the Skylink company to find out what the arrangements were. It would also have been helpful to know that it would be a very long shuttle bus trip to the terminal (around 45 minutes) and that the terminal is so close to Rydges. People (with very little luggage) might choose to walk or else get a taxi, which might well cost less than the bus and would be a lot quicker. One couple staying at Mercure indicated that the taxi from the airport cost about $23 and another group mentioned that the taxi from the hotel to the rail terminal was $8. For two or more people that works out cheaper than taking the Skylink shuttle at $13 per head. (The travel documentation incorrectly stated that this was a transfer from the rail terminal to the hotel.)
On the trip to the rail terminal the driver became very agitated (almost aggressive at times) telling people that they had to pay (even though nearly everyone who got on had already pre-paid). There was also a safety issue with the shuttle bus. At one stop it began rolling forwards while stationary, and the bus driver stated that whilst it had a handbrake, this didn't work. If so, the vehicle is not roadworthy and should not be used for carrying members of the public.
4. Overnight accommodation at Rydges South Park, Adelaide was provided as part of the Ghan package.
Positives:
An easy-to-operate safe in room, comfortable beds and pillows, TV with a wide range of channels and free WiFi.
Negatives:
After being booked to arrive from Melbourne just after 11am, check-in was not until 2pm. This necessitated several hours of wandering around in the heat (carrying all our valuables) to try to find something to eat and drink in the city area, which was some considerable distance away, and for someone such as myself suffering from a physical impediment, this was an exhausting and painful exercise. I ended up with a painful back strain as a result which impacted on enjoyment of the rest of the trip and lasted well beyond the end of the journey.
Possible improvements:
* Either a later flight or an earlier check-in would have been preferable. Ideally people should be informed of the late check-in time at the time of booking and given the option of arriving later in Adelaide.
* It would also be very helpful to have some information provided by GSR on each destination in advance e.g., where to find food, that the tram is free in the centre of Adelaide, etc.
Room 116 at Rydges is probably best avoided. The room had a dank musty smell, which improved with airing, but then recurred when the room was shut up again. The room also opened out onto a balcony which had no less than five airconditioning units right outside the door, with water run off trails and bird droppings nearby. This made me worry about air and water-borne infections. (Perhaps this less-desirable room was a 'budget selection' as part of the Ghan package.)
Both the swimming pool and the spa on the sixth floor were unpleasantly cold. However, the views were great ...
No breakfast was provided as part of the package and the non-inclusion of breakfast (both Adelaide and Darwin) was not made clear when booking.
In Adelaide in particular this was a problem due to the high additional cost of the hotel breakfast ($25 Continental, $28 Cooked), the long distance to both alternative eateries and the nearest supermarket, and the shuttle pick-up about 10am.
It would be nice if Great Southern Rail provided more information about this exclusion "up front". It would be even better if, as people will mistakenly think it is an "all in luxury package", consideration was given to providing "Bed and Breakfast" as part of the package in both Adelaide and Darwin.
In Adelaide a hotel closer to the city centre would be preferable to facilitate guests sourcing their own dinner and breakfast. At the very least, information should be provided to package-holders on feasible alternatives in terms of sourcing your own breakfast nearby.
5. Side trips when The Ghan stops in Alice Springs and Katherine.
The audio announcement dealing with the "Whistle-Stop Tours" which is made during the afternoon after boarding the train refers to this information being in the "Platform" magazine, but is is in fact in a separate brochure. It would be good if the Hospitality Managers mentioned these side trips when they are giving their initial individual briefings shortly after boarding the train so that people are aware of them and what they need to do to book. (Ideally it would also be good to provide information on these trips as part of a package received after booking.)
6. Cabin Orientation
Especially for those who are keen photographers, it would be good to be offered a choice of which way the cabin faces during travel when checking in. Travelling 'backwards' means that you lose the ability to prepare and only see things as they are disappearing behind you. When discussing our disappointment with facing backwards, the cabin manager mentioned that it was possible to request facing in a preferred direction at the time of booking. Perhaps people could be asked if they have a preference as part of the booking process.
7. Transfers: Darwin
When checking about this in a telephone enquiry I was told that a "complimentary transfer" is provided from the rail terminal to the hotel. No information was provided as part of the travel documents regarding how and with whom this would occur. Fortunately this information was made clear through audio announcements on the train as it was pulling into Darwin.
Guests are left to their own devices to arrange an airport transfer. Luckily this was able to be arranged through the hotel reception. The cost was $15 per person (with a small discount for 2 or more persons).
8. Stopover in Darwin
Sadly the option to stay in Darwin longer than overnight was not offered at the time of booking. This means that in effect only half a day was available for sightseeing before the late afternoon return flight to Melbourne. The NT Tourism Authority lady at the Adelaide rail terminal was enormously frustrated (as were the guests) that without a full day in Darwin, people could not take advantage of afternoon sight-seeing options nor take a trip to Kakadu (a full day).
The Holiday Inn Esplanade in Darwin was terrific. However, there was massive confusion on the shuttle bus as to which hotel (Holiday Inn Darwin on the Esplanade vs Holiday Inn Esplanade) people should be getting off at. Perhaps this could be alleviated by a staff member checking people's travel documents upon boarding the bus and giving them a colour-coded voucher and then announcing at the destination - everyone with a green voucher (Holiday Inn Darwin) get off here, etc.
The hotel room was great, and there was a choice of firm or soft feather pillows, which was brilliant as I had left my feather pillow at home in the interests of light packing. The hotel is very close to Mitchell Street in the centre of Darwin, where there are lots of restaurants, bars, pubs, take-away food outlets etc. and also Coles supermarket (Woolworths is a bit further away). The hotel also has a large outdoor pool which is open late into the evening.
9. Miscellaneous Matters
Regarding pillows on the train - some softer/more malleable pillows would be good for people used to sleeping on thinner pillows or feather pillows.
It would be good to be provided with an emergency number that people can call after-hours on the evening or next morning following their arrival at the final destination if they suddenly realise they have lost something or left something on the train. The GSR office is closed and by the time it opens the next morning it may be too late to get out to the rail terminal to chase up lost property. Sadly I accidentally left my beloved iPod on the train and despite extensive searches and enquiries it has not been recovered.
(For those interested in reading more, there are a variety of other blog postings on "The Ghan" travel experience and meals.)
Room 116 at Rydges is probably best avoided. The room had a dank musty smell, which improved with airing, but then recurred when the room was shut up again. The room also opened out onto a balcony which had no less than five airconditioning units right outside the door, with water run off trails and bird droppings nearby. This made me worry about air and water-borne infections. (Perhaps this less-desirable room was a 'budget selection' as part of the Ghan package.)
Both the swimming pool and the spa on the sixth floor were unpleasantly cold. However, the views were great ...
No breakfast was provided as part of the package and the non-inclusion of breakfast (both Adelaide and Darwin) was not made clear when booking.
In Adelaide in particular this was a problem due to the high additional cost of the hotel breakfast ($25 Continental, $28 Cooked), the long distance to both alternative eateries and the nearest supermarket, and the shuttle pick-up about 10am.
It would be nice if Great Southern Rail provided more information about this exclusion "up front". It would be even better if, as people will mistakenly think it is an "all in luxury package", consideration was given to providing "Bed and Breakfast" as part of the package in both Adelaide and Darwin.
In Adelaide a hotel closer to the city centre would be preferable to facilitate guests sourcing their own dinner and breakfast. At the very least, information should be provided to package-holders on feasible alternatives in terms of sourcing your own breakfast nearby.
5. Side trips when The Ghan stops in Alice Springs and Katherine.
The audio announcement dealing with the "Whistle-Stop Tours" which is made during the afternoon after boarding the train refers to this information being in the "Platform" magazine, but is is in fact in a separate brochure. It would be good if the Hospitality Managers mentioned these side trips when they are giving their initial individual briefings shortly after boarding the train so that people are aware of them and what they need to do to book. (Ideally it would also be good to provide information on these trips as part of a package received after booking.)
6. Cabin Orientation
Especially for those who are keen photographers, it would be good to be offered a choice of which way the cabin faces during travel when checking in. Travelling 'backwards' means that you lose the ability to prepare and only see things as they are disappearing behind you. When discussing our disappointment with facing backwards, the cabin manager mentioned that it was possible to request facing in a preferred direction at the time of booking. Perhaps people could be asked if they have a preference as part of the booking process.
7. Transfers: Darwin
When checking about this in a telephone enquiry I was told that a "complimentary transfer" is provided from the rail terminal to the hotel. No information was provided as part of the travel documents regarding how and with whom this would occur. Fortunately this information was made clear through audio announcements on the train as it was pulling into Darwin.
Guests are left to their own devices to arrange an airport transfer. Luckily this was able to be arranged through the hotel reception. The cost was $15 per person (with a small discount for 2 or more persons).
8. Stopover in Darwin
Sadly the option to stay in Darwin longer than overnight was not offered at the time of booking. This means that in effect only half a day was available for sightseeing before the late afternoon return flight to Melbourne. The NT Tourism Authority lady at the Adelaide rail terminal was enormously frustrated (as were the guests) that without a full day in Darwin, people could not take advantage of afternoon sight-seeing options nor take a trip to Kakadu (a full day).
The Holiday Inn Esplanade in Darwin was terrific. However, there was massive confusion on the shuttle bus as to which hotel (Holiday Inn Darwin on the Esplanade vs Holiday Inn Esplanade) people should be getting off at. Perhaps this could be alleviated by a staff member checking people's travel documents upon boarding the bus and giving them a colour-coded voucher and then announcing at the destination - everyone with a green voucher (Holiday Inn Darwin) get off here, etc.
The hotel room was great, and there was a choice of firm or soft feather pillows, which was brilliant as I had left my feather pillow at home in the interests of light packing. The hotel is very close to Mitchell Street in the centre of Darwin, where there are lots of restaurants, bars, pubs, take-away food outlets etc. and also Coles supermarket (Woolworths is a bit further away). The hotel also has a large outdoor pool which is open late into the evening.
9. Miscellaneous Matters
Regarding pillows on the train - some softer/more malleable pillows would be good for people used to sleeping on thinner pillows or feather pillows.
It would be good to be provided with an emergency number that people can call after-hours on the evening or next morning following their arrival at the final destination if they suddenly realise they have lost something or left something on the train. The GSR office is closed and by the time it opens the next morning it may be too late to get out to the rail terminal to chase up lost property. Sadly I accidentally left my beloved iPod on the train and despite extensive searches and enquiries it has not been recovered.
(For those interested in reading more, there are a variety of other blog postings on "The Ghan" travel experience and meals.)
We have just had a trip on the Ghan and the huge complaint I have was not having any time in Darwin at all. Our flight left Darwin at 7 o'clock the next morning for Perth. So Darwin was a non event. Very disappointed!
ReplyDelete