Traveller Letters: One of the world's great train networks is now a shambles

Bill Matthewson, Doncaster East, Vic

EDITOR'S NOTE Have you also been similarly mistaken for someone famous overseas? Write to us about it and the circumstances. We'll publish the most engaging tales.

FULL RESPONSIBILITY

My wife and I finally contracted COVID-19 in Switzerland recently, just before our scheduled return to Sydney. We discovered that, as long as our vaccination certificates were okay, there was nothing but our own sense of responsibility preventing us from boarding our flight while still fully infectious. Even this protection has now been abandoned. We delayed by a week till we both had negative RATs and triggered our travel insurance which paid out promptly.

Lewis Kaplan, Birchgrove, NSW

LOST CAUSE

In April, I discovered my Qantas mileage points, approximately 170,000, had been deleted by Qantas because I hadn't used them since 2020. I told Qantas it was impossible to fly to and from Japan (my work destination) between 2020 and early 2022 because of COVID-19 lockdowns and border closures in Australia and Japan. I was told I could redeem my points if I achieved certain shopping and activity goals by September. However, these goals are impossible for me to achieve, so it seems my points will be lost. Under these circumstances, this is unreasonable after years of loyalty to Qantas. Any advice would be appreciated

Ikuko Tanaka, Darlinghurst NSW

In February I had a points flight, booked through Qantas on Qantas points cancelled by the airline. No points refunded. After three two-hour phone calls, several "customer care" online forms submitted, and a letter to Olivia Wirth (customer loyalty chief executive) over the ensuing period, there has been no refund, not even an acknowledgement. At least twice, the phone consultants promised to call me back, but they didn't. And in March I had to cancel a Qantas points plus pay flight (because the connecting Qantas flight was cancelled). I've had the pay bit refunded but not the points. Qantas has received hundreds of millions of dollars in taxpayer-funded support in recent times. Isn't it time they returned the favour with just a little customer service?

Peter Burton, South Melbourne, Vic

WAITING GAME

Having been a huge fan of Qantas for decades, I am unhappy and frustrated to write in response to Petrushka Owen (Traveller Letters, July 12). She says she must stand up for Qantas, having received a prompt refund. Good for you, Petrushka, except we are still waiting for a refund from 2020, and have almost given up as the anxiety involved in retrieving our money is perhaps not worth the $1750 owed to us. It would appear the emerging pattern is one of poor, uneven and I feel deliberately unhelpful customer service resulting in hits and misses. A cancelled flight with Cathay Pacific in May 2020 was refunded instantly. Huge Qantas fan no longer.

Jennifer Ingall, Leura. NSW

ON THE ROADHOUSE

On a recent road trip in Western Australia, we had an overnight stay in the hotel units at the Cocklebiddy Roadhouse. The room was fine but on leaving the next day I realised that we had left my jacket in the room. I contacted the Roadhouse and they confirmed that they had found it. After a brief chat, we established that heading some 600 kilometres back there wasn't an option. They suggested that they mail it back to my home. I asked how I could pay for it and was told they would get back to me. Some six weeks later, I returned home and there was a package containing my jacket. Excellent service, Cocklebiddy Roadhouse and your manager, a remote fuel stop with accommodation providing excellent service.

Geoff Lindsay, Thurgoona, NSW

WELL NOTED

In regards to the letter from Vicki Tennant (Traveller Letters, July 16), going cashless may be the way to go in some countries but, having just returned from a week in The Algarve, in Portugal, cash is king. "No credit cards accepted, there's an ATM around the corner," signs prevail. Quite the opposite is the case in Hawaii, where we were given a choice of payment and a receipt for all purchases (note though, that your reasonable menu price alters when you add on the recommended tip of 18, 20 or 22 per cent).

Carol Gibson, Maroubra, NSW

TIP OF THE WEEK

GULF HOLIDAY

My son and I recently drove a round trip of over 2000 kilometres from Darwin to Lorella Springs (lorellasprings.com.au), a more than 400,000 hectare family owned remote coastal wilderness sanctuary near the western edge of the Gulf of Carpentaria. We spent six nights camping and taking short drives during the day to various scenic spots such as hot springs where swimming is available, rocky outcrops with glorious views and beautiful billabongs covered with flowering water-lilies with melaleucas and pandanus lining the banks. The four-wheel driving is challenging along the trails, but if careful is manageable. There are various camping sites throughout the sanctuary but the main one is large with a very good amenity block. Barramundi fishing is popular at different fishing camps along the coastal rivers. The Lost City in Limmen National Park (see nt.gov.au/parks) is well worth a visit with towering and spectacular sandstone pillars harbouring the park's notable wildlife.

Helen Lewsley, Springwood, NSW

ALL CREDIT DUE

Getting around London via the Underground has never been easier. No need for a ticket or even an Oyster card which we had used in previous visits. Just tap and go through the turnstiles with a credit or debit card and the card of your choice is charged for the trip when you exit at your destination. It's very efficient with the best part never waiting more than a minute or two for your train.

Diana Doig, Hampton, Vic

FAST TRACK TO SLOW LANE

Having just returned from a holiday in London travelling through Heathrow airport, the best advice I can offer is to pack patience. On arrival at Heathrow, expect an approximate one hour wait to collect your luggage. When leaving Heathrow at the end of your holiday allow two to three hours for check-in and going through security. Using the "fast track" lane to get through security took me one hour and 10 minutes. Then allow additional time to get to your gate. With patience and the right attitude, wait times will seem a lot less.

Mandy Morgan, Malvern, Vic

MOBILE PLAN

Be careful who you ask to take a trip photo of you, especially in busy or crowded areas. My smartphone is in a case that carries my bank cards, cash and ID so remember to remove your phone from its case first, if handing it over. Ask someone to take your photo, who has a family with them, or a lot of bags, as they're less likely to do a runner with your camera or smartphone, which is already unlocked.

Nicole Edgar, Narre Warren South, Vic

CABLE GUY

Rather than use padlocks on suitcases, which can be a bit fiddly when opening them (along with forgetting the code), I use small cable ties on the zips. If I'm asked to open the case at customs, I carry a pair of (allowable) nail clippers in my hand luggage for this purpose, along with spare cable ties to use later. Simple.

Daryll Gigg, Chiswick, NSW

DISSERVICE STATIONS

If you're ever travelling in Mauritius, always pay attention at the petrol stations. You pay the attendant at the pump so make sure they actually put in the amount you paid for, or if filling up, carefully check your change. It is a common swindle to put in $10 less than you asked for and then pocket it. With COVID-19, you are asked to stay in your vehicle, so make sure you can see the pump clearly.

Jason Alexander, Shellharbour, NSW

WRITE TO US AND WIN

The Letter of the Week writer wins Hardie Grant travel books worth more than $100. For July, that includes Vantastic by Kate Ulman; Great World Wonders by Michael Turtle; and Ultimate Weekends Australia by Emma Shaw.

See hardiegrant.com

The Tip of the Week writer wins a set of three great Lonely Planet travel books, including Ultimate Australia Travel List, The Travel Book and Armchair Explorer.

See shop.lonelyplanet.com

HOW TO WRITE TO US

We give preference to letters of 100 words or fewer and they may be edited for space, legal or other reasons. Please use full sentences, don't use textspeak and don't include attachments. Email us at travellerletters@traveller.com.au and, importantly, include your name, address and phone number.