Uncaring and dismissive attitude
Four hours late to King Island, I'm a pensioner travelling with with a child. No explanation. No offer of food or drink. Bag showed up at King Island three days later. All I had was what I was wearing. Fun fact, there are no clothes shops on King Island. Had to buy a jacket at the Golf club to warm up. Fun fact, King Island is cold and windy. No explanations or apologies from the airline. And good luck trying to contact them to make a complaint, their call centre, apparently in Orange, N.S.W. didn't want to know. Do it online, they said. Will avoid them in future, and advise others to do so as well
Gail saves the day
I fly with Rex every week from Orange to Sydney and back. Given the frequency of my travel, it is inevitable I probably have a higher chance of hitting difficulty compared to less frequent travelers. Tonight I stuffed up my Booking through the online booking system. Booked my self a sport and then realised I had forgotten my son who is traveling with me this week (not the norm hence the error), went to book a second ticket and the plane was full. I booked an earlier flight for him and then called to see if I could re-arrange my flight to go wit...h him. Super Gail answered the phone in two rings, listened to the issue looked up the bookings and said 'No problem, let me move that now' spent more time talking about the lovely country town we live in then fixing the flight problem. So refreshing to deal with someone who understands service and offers it up in such a friendly personal manner. Show the others, Gail, show the world, please :)
Unreliable, uncomfortable and poor communication
I've never had a Rex flight depart on time.
They always offer up a generic excuses outside their control for the delays (yesterday's rain, really?). It is strange that other airlines are somehow unaffected.
My last early morning flight was delayed by 2 hours, and I wasn't told until right on boarding time.
Customer service staff wouldn't tell us the cause for the delay, and we're dismissive.
As the new boarding time approached, they delayed the flight again.
Loved the flight
I had never been on a small plane before and wad stressed about it. The staff were so good and friendly they mad it really enjoyable
From booking to returning home I have no complaints. Well just one. A nice light snack would be good and please replace the snacks you have as they are just gross.
- Verified customer
excess baggage fees coming off international flight
Disgusted in excess baggage fees coming off international flight to fly to Mount Gambier, $284.90 for luggage. Pathetic. Flew domestic across Canada with same luggage, didn’t have to pay extra. Will never fly this airline again coming off international flight. Complete rip off.
Worst and not trustworthy
Delayed flight with no notification. Found it was delayed on time. They say delayed by 29 minutes but the plane actually arrived sydney even 15 mins more late after the initial 30 mins late. Missed my 2nd flight. Had to spend another 400 on new flight. And on motel at next destination and 10 hours wait at airport. Worst service ever seen
Would rather walk
The flight was significantly delayed yet the staff made no announcements nor did they treat passengers with respect. Hopeless flight information screens did not help either. Bad bad bad bad.
Poor, sub-par carrier
Fly regularly for work into Sydney (1.5 hour flight each way), often use Rex due to suitable departure times. Planes old and run down - torn or stained seats, often dirty especially around the tray table, small and loud. Service has been hit & miss - some great on board staff, some rude, snappy, & dramatic. In-flight service isn’t bad for a short route, however service marred by expensive delays and cancellations. Overall, a much better service offered by Virgin & Qantas.
The worst. I will drive from now on!
I fly for work. Over the last 2 weeks I’ve flown 6 times with 4 being cancelled. Nightmare. The staff don’t seem to have the information as to why the cancellations happen but do try to offer rescheduling advice. The in-flight service is always great. I’ll be driving instead from now on.
Woeful. Rude, arrogant, never on time.
Until recently, I used to fly REX from my country home to Sydney for work every single week. A number of reasons that i finally stopped was 1) Their booking policies - the price goes up on the Website in direct proportion to the number of seats left! (How this is not illegal, I don't know) 2) Sudden cancellations mean that on arriving at the airport, the 'plane doesn't turn up and I can't get on the next one because it is booked out. Answer? Lose a day's pay! 3) Never before have I flown with an airline that tells its passengers - mid-flight - that they are not going to land at their usual airport, but one much further away. No explanation, but a wonderful THREE HOUR trip back home by charter bus... NEVER AGAIN Rex.
Terrible ground customer service in Perth Airport Terminal 2 while boarding!
Terrible ground customer service in Perth Airport Terminal 2 while boarding! In-air service excellent however. The check-in process is also faulty (it changed my surname from what I put in after it had already accepted it - took the space out of my surname) and the website also looks outdated. It even said that the name on my credit card was wrong because it contained characters that were not allowed and I was just copying the name on my card exactly. I realised the problem too late and because of the failed online check-in process I was unable...to get a boarding ticket and at boarding time when I tried to resolve the problem the airline ground staff said 'we don't have enough fuel in the plane for you' - I mean what kind of an excuse is that. They were all very unapologetic. At least let me CHOOSE another flight to travel on next time. I was completely stranded because of this. I had to fly with them a couple of days later, and this time the experience went a lot more smoothly because I was aware of the issues with the website. The info PDF was also confusing as it did not make a clear distinction between the time you have to check-in online and the time you have to check-in in person. It looked to me as if 'Check-in' can mean online check-in as that is very general and could easily refer to any type of check-in, but apparently NOT as I found out. Rex needs to fix the information they give out, fix their website, and have nicer ground staff!
Right, first up a snowball affect of mishaps on my travel with REX from Melbourne to Burnie/Wynyard airport, I was on my way back home to Tasmania after visiting my boys on the mainland, my flight/s had been booked for like 2 months prior to flying, I arrived at Melbourne airport just before lunch for my REX flight to leave Melbourne at 2.30 pm, I had lunch etc and headed down to the REX terminal to wait, I went to the service desk and checked in, after him looking at the computer screen for a moment he said to me, do you realize your flight is...delayed by 4 hours !!!! NO I wasn't told, and it would have been nice of I had been told and while I was standing at the service desk my phone dinged and when I checked it, my text message said (dear passenger we are sorry to inform you but your REX flight has been delayed 4 hours and will now depart 6.30 pm sorry for any inconvenience) !!! I just looked at the guy behind the service and desk and said to him..REALLY your telling me just now !!! and he would not make eye contact with me and a few minutes later after I said gee this is poor communication, he said to me, how about I give you a meal voucher ( yes I had lunch but I wasn't going to say no, now that I have an extra 4 hours to wait I will be also wanting dinner) he wrote the meal voucher out for $8.50, when he handed it to me I said $8.50 ?? his reply was, yes they will accept that at Muffin Break !!! so to bad ME all I had for dinner was a Muffin Break and coffee, FYI...I have the webjet app on my iphone where I thought I would get notifications of cancellations and delays with my flights, not to mention the REX tickets to fly for me this day was about $165.00 one way, I certainly didn't get my money's worth, so way to go REX looking after your customers NOT.
Much needed service to coast.
I have always received great service from Rex and it's employees, and it is a much needed service to the South Coast of NSW. Recently missed a connecting flight from Perth due to the Qantas flight being 3 hours delayed, and the Rex counter staff member was very understanding and rescheduled us onto a flight the next morning with no extra charge to us. She said as we had originally allowed more than enough time to change flights it was not our fault we missed the plane. Very thankful for their service.
Excellent no worries here
Yes had no problems with rex at all they are professional kind had no problems with food or anything top service for me traveling cheers from a easygoing guy adam
Good service, definitely better than driving!
Albany to Perth and return, 6 flights in four months between my 15y.o. daughter and me. Booking process on line is easy and effective. The staff were always excellent. My daughter flew on her own and was really impressed by the kindness of the cabin crew. I recommend using Rex.
Run worse than a back yard brewery
Where to start. I was booked on a flight on Monday from Julia Creek in Queensland through to Mt Isa. This was canceled due to flooding in Townsville. Wednesday it was re scheduled and we turned up on time but it was late. Didn’t leave Townsville until it was 3 hours late then was held up at Richmond. Then we were told it would have to fly to Cloncurry, past us to get fuel because they didn’t get enough at Townsville. Then it was surprised to come back, pick us up and go on to Townsville. Then Rex decided it was cheaper to abandon us and just re...turn to Townsville. No apology an nothing. No refund. And no idea IF they will bother to send another flight this week or next. We are not worth the bother to them. This airline is run by idiots and is a joke. I had my partner drive in from Cloncurry, wait 5 hours for me at the airport, and all for nothing. You can just imagine what she thinks of Rex right now!
Lack of Communication
After the flight that my son and 18 month old granddaughter were booked on from a regional airport in NSW broke down we were told nothing could be done to help with his connecting flight from Sydney to Brisbane, After about 45 mins we were told that a flight would be diverted from Broken Hill to us, which still would not get them to sydney in time, when i spoke to the service desk on 0263935550 they informed me we should have been in contact with them to see what could have been done,because of the lack of knowledge my son was left with no refund or credit with the other airline and paying for another flight with another airline. May be if everyone knew what was to happen in cases like this the passengers might consider using Rex again.
A dreadful little airline
While the booking process was easy, the rest of my interaction with Rex went from barely acceptable to dreadful.
Rex is the only airline which offers a service from my nearest airport - a small one in regional NSW. For most of the year, they operate one flight a day for six days of the week.
My 1025 flight was finally cancelled some two hours after the scheduled departure time, allegedly because the cloud cover was too low. And that was that! No apologies, no rescheduled flight, no offers of help, no taxis at airport, no hire cars at airport...
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