This was published 7 years ago
Traveller letters: Australian Customs staff have the patience of angels
Bouquets for our Border Force staff.Credit: Jamila Toderas
LETTER OF THE WEEK
While at times I find some of Lee Tulloch's Luxe Nomad columns a bit elitist, her assessment of border authorities in Australia was spot on (Traveller, November 26).
Compared to immigration, customs, quarantine and other such authorities you encounter just about anywhere in the world, the Australian equivalents are polite, relaxed and professional, with a good dose of humour when and where appropriate.
The good folks at Customs especially seem to have the patience of angels. They stay calm and professionally polite under some very trying circumstances (and not only when the cameras for TV shows like Border Security are rolling).
Gerhard Engleitner, Glen Waverley VIC
CREDIT IS DUE
I have noticed a few Traveller letters regarding issues related to credit card-based travel insurance. Well, I have a good story for a change. Our daughter-in-law recently took our two granddaughters to London to visit family and her 10-year-old broke her leg in the first few days.
They flew to London with Royal Brunei Airlines economy class, but due to her medical condition needed to fly home with her leg elevated. NAB's credit card travel insurers upgraded her to business class, along with her mother and sister, and it was all organised quickly and efficiently.
Sandra Crowhurst, Ferntree Gully, VIC
After nearly a year in the planning we had to cancel our cruise of a lifetime plus accommodation before and after just a couple of weeks before leaving due to ill health. I had often wondered how good credit card travel insurance was, but I am pleased to say we were refunded every cent of our out of pocket expenses for flights,cruise, accommodation and visas, even for one booking I had forgotten and sent after my initial claim was reimbursed. All was dealt with professionally and quickly.
Thank you NAB reward cards and their underwriter QBE.
Bette Neil, Rosebud, VIC
DREAM TEAM
l recently had to fly back from Christchurch to Australia at the last minute with Air New Zealand. I'd been asked to take the flight due to the earthquake the day before.
It was also stressful because I had to make a connecting flight to Melbourne and I spent about 20 minutes talking to the Air New Zealand crew because I was worried about making my connecting flight. I have to commend Air New Zealand on their response.
The NZ885 crew demonstrated an exemplary amount of empathy and customer-focus which I have never seen on other airlines. Therefore, I am not surprised Air New Zealand was award the title "Best Airline of the Year". It is a well-deserved win.
Yuen Ai, East Melbourne, VIC
WARNING: BUMP AHEAD
I booked Qantas business class seats Sydney to Santiago and return in February this year for travel in September and return at the end of October, using points/pay for myself and paying full price for my wife.
On departure at Sydney Airport I was called to the gate counter just prior to boarding and advised that the upper deck aisle seat, that I had arranged for and reconfirmed the week before departure, was required for a "full paying customer".
When I objected, the Qantas person told me my points were worthless and I had not paid for my seat. I said I had been a Qantas Frequent Flyer member for over 26 years, and the points accrued from my purchases of goods and services from Qantas and its Frequent Flyer business partners.
Loyalty was not a key. She remained unmoved until I queried why she was willing to seat a stranger next to my wife. At that point she advised that she would place the other passenger in another seat. Imagine my surprise to find on boarding there were no less that three vacant aisle seats on the upper deck.
I concluded that either Qantas has a policy to discourage people from using points to fly business class or the gate person was on a mission to put people offside with Qantas and its business partners.
Garry Compton, Spence, ACT
WHICH BANK
Like Julia Rea (Traveller letters, November 12) I was most dismayed to find that a €500 withdrawal from a Raphaels Bank ATM at Dublin Airport cost me an extra €54 in mark-up costs.
On further investigation with both Raphaels ( they did have the decency to reply to my query) and my own Commonwealth Bank, it transpires that this charge originates from the service they "offer" called "Dynamic Currency Conversion" (into your home currency).
Why would you be withdrawing overseas in your home currency? I reckon this is a rort, preying on the unsuspecting. So, beware, always decline the "offer" to covert the transaction to home currency when overseas or you too will be slugged.
Judy MacWilliams, Northcote, VIC
SUN BURNT
We landed at Sunshine Coast Airport at 11.55am Queensland time on Thursday November 17. The luggage carousel area was crowded with passengers from previous flights.
The carousel wasn't moving. We waited an hour and 25 minutes and at no time during that unacceptable delay was one word said by the airport staff. In fact we couldn't find any airport staff. Nothing was said on the PA system during the whole time.
I went to the cafe as it was nearly 2.30pm Sydney time (1.30pm in Queensland) and everyone was hungry. As I approached the cafe doors, a young woman worker came out and said "sorry the cafe closes at one o'clock." Unbelievable.
I know this airport is going to be redeveloped by 2020. But this delay is a disgrace, and the lack of communication is third-world standard. We were stuck at this airport a few years ago with the carousel broken down for an hour. Nothing has been done to fix the problem.
Christine Smith, Sans Souci, NSW
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