travelling by train is no holiday when the toilets dont work

[derailed train]

our family decided to traveltrain xpt to sydney and return instead of flying BIG mistake. we were on a promo deal which matched the flight cost and seemed good. we booked 1st class so we were in comfort. The train toilets were not cleaned when we boarded and we assumed that they would be cleaned once the train was moving. The smell was horrendous and putrid, we asked to be moved seats -even into economy. We approached staff many times to clean them, they told us they could only spray glen20 and the toilets were flushing with recycled urine! They told us this was an issue every trip from brisbane to sydney as the toilets only get emptied in sydney. I contacted railcorp and the Transport Minister NSW office to only get a letter about how good thier future upgrade was going to be! I recontacted them expecting a refund for one of the journeys (the return was ok and we couldnt get a flight under $2000 for the 5 of us) and was told because we used the service a refund was not able to be made. believe me we would have got off and caught a flight if there was a choice! our kids complained of the smell every 5 minutes. i complained because there are so many great train adventures in the world and was disappointed the xpt wasnt one of them, although the view for the trip was fantastic. the customer call centre said i wasnt the only one with difficulties on this trip, and to send the tickets in for a refund. I wrote back not because i didnt get a refund but i also got relativley no apology just a letter stating how good the service would be....not only does the train suck but customer service also. if you do xpt only do the sydney to brisbane leg and get a flight for the other way or check that you have a new carriage (even some of these smelt; we had to go in the next carriage as the smell was so bad that when i walked in to the toilet i was so overwhelmed i couldnt remember what I was there to do! Good luck and pray that the upgrade makes the xpt world class.

[UltraDenzo]

Derailed Train, first XPTs and Xplorers are run by CountryLink, not Traveltrain, however you may have booked through Traveltrain.

I always use trains if I can, and can say that I haven't had any trouble (may one) from any CountryLink staff, and can't fault the staff.

QUOTE
The train toilets were not cleaned when we boarded and we assumed that they would be cleaned once the train was moving.
END QUOTE

They are cleaned at both Sydney & Brisbane, but please bear in mind that when the XPT arrives at Roma Street, that it only has a 60 minute turn around, and for the staff to get the train ready for the next trip.

QUOTE
I recontacted them expecting a refund for one of the journeys (the return was ok and we couldnt get a flight under $2000 for the 5 of us) and was told because we used the service a refund was not able to be made.
END QUOTE

I regret to say Derailed Train, that in this case RailCorp may be right (not that they are right), but write to the feedback address on the CountryLink website, or write another letter. It may be a good idea to also write to your local MP.

QUOTE
not only does the train suck but customer service also. if you do xpt only do the sydney to brisbane
END QUOTE

It's not that the XPT (or Xplorer for that matter) suck, it's just that the XPT/Xplorers can't reach their full potential, due to various factors, including track condition (mainly lack of will by past & existing governments to improve rail services)

UPGRADE: From what I have seen, the upgrade may not be much.

[kymbo777]

I travel by NSW Country Link, and other Aust & overseas rail services, regularly.
I have done the Sydney - Brisbane trip a number of times.
I have found the service in general quite reasonable and have never experienced the problems as related in this complaint.
When I have had a problem, very few, my contact with staff have always been appropriate to the situation.
My only comment, as a mature traveler, is that I try to avoid booking my trips during school holidays as I have had a trip to QLD from Sydney with a number of younger travelers who were not controlled by their parents. This is not a Country Link issue, but rather individual parents taking responsibility for their children.
I will continue to use our rail services as I find them an extremely acceptable alternative to cars or air travel. I arrive at my destination well rested and relaxed.
The big bonus is you get to see the countryside as you never see it by air or road.