Rex: Regional Express Airlines is an Australian airline that provides regional air travel services across various destinations in Australia. The company specializes in connecting smaller communities with major cities, catering primarily to business travelers, tourists, and residents in regional areas. Rex offers a range of flight options and additional services, including special assistance for passengers with disabilities and the carriage of live animals.
Customers can access practical information on the airline's website, including booking options, baggage allowances, and travel requirements. Rex aims to meet the diverse needs of its passengers through services such as priority baggage handling and special provisions for unaccompanied minors and travelers with medical conditions. With a focus on regional connectivity, Rex plays a vital role in facilitating travel for those in less accessible areas.
Rex: Regional Express Airlines has a mixed customer experience.
Rex Airlines receives a mixed reception from customers, with many expressing dissatisfaction regarding flight reliability and customer service. While some reviewers highlight the helpful and friendly staff, describing their experience as "amazing" and praising the efficiency of service, a significant number of complaints focus on flight cancellations and delays, particularly from Sydney.
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Customers report issues with booking processes, including sudden price changes and poor communication about flight status. Additionally, several reviews mention inadequate support from staff when problems arise, leading to frustration among travelers. Despite a few positive experiences, the overall sentiment leans negative due to the prevalence of critical feedback regarding flight operations and customer service.
Rex truly are the worst airline I have ever travelled with. If able to just pay the slight price increase to go with Qantas.
Our flight took off from Sydney, had a mechanical issue, circled for 45 mi... See more
Sad news, and the remote community is now cut off.
It is sad, to see that John, (the head of Rex and former PM), (with whom we have spoken, on the occasion) had no options but to liquidate, being forced by the money mongering land owners, and indiffer... See more
Flying Orange for Sydney on 28 Nov 2024. 1.5 hours before flight (we were travelling to Europe early the next day). Received a email informing us of cancelled flight. Changed to the next morinng 45 mi... See more
Amazing experience, very helpful and friendly staff, nothing was too hard, time efficient without delays, The free coffee and snack onboard was a nice little bonus 5*****
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Rex truly are the worst airline I have ever travelled with. If able to just pay the slight price increase to go with Qantas.
Our flight took off from Sydney, had a mechanical issue, circled for 45 minutes before returning to Sydney, Dubbo airport was closing for maintenance overnight. The plane was not fixable and by the time a new aircraft was found we would not have had time to land at Dubbo before it closed. The flight was cancelled. We were taken to the luggage hall, were told we were on our own, we had to contact the booking office to rebook if available, I took one of the last seats on the lunchtime flight the following day. Although Rex are clear in their terms and conditions, they really offer following a cancelled flight, no food voucher, no accomodation. The cheapest hotel I could find was $350/night, something I could ill afford so stayed on the floor in Mascot overnight. They have in their terms, you are entitled to a food voucher on request if a flight is delayed by 90 minutes, I asked for this as I was booked onto a flight 16 hours later, as it was 'cancelled' rather than 'delayed' I was not entitled. You are expected to take out travel insurance incase of this kind of event happening.
The supervisor that evening was by the name of Mini possibly although very cagey about providing it, so doubt it is her actual name. No compassion
Whilst I appreciate the airline is in sigifcant financial woes, it sadly needs to fail and I sincerely hope it does, it is a disgrace to regional Australia, no accountability and be replaced by a better managed airline. If they can cut corners with care of their passengers to this degree, I have sincere concerns if corners are being cut elsewhere including aircraft maintenance and staff training
Sad news, and the remote community is now cut off.
It is sad, to see that John, (the head of Rex and former PM), (with whom we have spoken, on the occasion) had no options but to liquidate, being forced by the money mongering land owners, and indifferent regulation, and lack of support, to increase the passenger landing fees against Rex, to the point that is unsustainable to keep up. Our question, of course, being the part of the industry and knowing John's efforts for Rex and Australia remote communities over the years, would be: is now the high price in human lives, (that will be immediate effect of it) worth it, since only Rex was able to deliver the medications and critical transport on time and on-regular to our Australian remote areas that Rex has been covering for the medical, travel and safety needs, for so many years by now.
Flying Orange for Sydney on 28 Nov 2024. 1.5 hours before flight (we were travelling to Europe early the next day). Received a email informing us of cancelled flight. Changed to the next morinng 45 minutes after our International flight was to leave. (Out of curiosity we checked that mornkng flight we were switched to, it was also delayed out of Orange late next day) Nobody from Rex showed up at Orange airport to assist. We didnt see message until standing in the queue to drop luggage. Forced to buy Qantas tickets at the last minute. Greedy Qantas charged us $1400 for 3 tickets for a 35 minute flight. Rang Rex. Lady was apologetic and then gave more bad news.....because we bought the tickets before Rex went into receivership, to get a refund we have to apply to the administrator and we might get the money back, but certainly not the $1400 money paid to Qantas. Arrived back in Australia today. Arrived at desk.....flight home cancelled! But its ok because theyve combined Dubbo and Orange flights. Then, despite explaining to Rex counter about the expensive Rex cancellation, we were 3 kgs over for carry on. Only airline in the world with 7kgs as maximum. Suggested we pull out more clothes and put them on......in summer. After all the Rex dramas we had hoped that there might be some leniency. She was very nice but if this is how Rex treats its customers, im not shocked they cant fill a plane to Orange on a Friday night. So, after many many years of supporting Rex, we are done with them. As much as i dislike qantas, im not risking my travel with Rex ever again. I have just spent 6 weeks travelling all over Europe.....not a single issue with planes, companies or carry on luggage.
New info. New combined flight is now late......so we wont be leaving for another hour. Thats if they actually show up.
Amazing experience, very helpful and friendly staff, nothing was too hard, time efficient without delays, The free coffee and snack onboard was a nice little bonus 5*****
I started flying Rex for all domestics a couple of years ago and have never looked back. Their service team are top notch and track record of being on time and zero (for me) cancellations is very comforting when booking flights.
03/04/24,around 12 pm, Courtney Moult, a representative from REX airline, declined to assist us, citing that the reception area is reserved for business class passengers, despite no one being in front of her awaiting check-in. However, there was no signage present to communicate this policy (photo attached for reference). This conduct falls short of the expected standards of customer service, indicating a lack of suitability for a front department position due to apparent laziness and a failure to grasp job duties adequately. After completing the check-in process, I returned to the reception to request an orange tag for our luggage. Additionally, her supervisor, Rachael Muir, demonstrated similar behavior by initially refusing to provide the orange tag until I requested to review the written terms and conditions. It is disappointing that someone with Ms. Muir's extensive experience with Qantas and other airlines would exhibit such behavior. It is evident that all staff members, regardless of seniority, at REX in Coolangatta Airport failed to maintain professional conduct and uphold clear communication standards, thereby compromising positive customer experiences.
Rex is our local carrier when flying international you have to pay for the extra kilos if you are not departing within 24 hours or your luggage is above 23 kilos most international 25/30 fair enough but when you
Have paid for extra 5 kilos then get rudely told your case will be put on standby a fact they didn’t state before taking money staff supervisor responds as Rex has no affiliation with any International airlines which is strange as Turkish Airlines has just announced affiliation with Rex this only happens in Melbourne Sydney staff are helpful as are local staff and if you are returning or going to connect internationally they help happy to pay the extra fee not happy to be treated disrespectfully.
Just tried booking a simple flight with REX from Merimbula to Sydney Return
... their website CHANGES THE PRICE as you are making the booking from $497 to approx $550 during the booking process for the same flights.
Can't trust an airline with an suspect website ... how can I trust their aircraft?
So I didn't complete the booking and will drive instead!!
I have been flying rex for a while. They offer an option to bid for upgrade to buisness which up until recently included access to the lounge at Sydney. But apparently it no longer includes that, but they fail to mention this in the advertisements they email you. When I found out I asked to cancel my upgrade bid and was refused saying I should have read small print Terms and Conditions.
Changing the product, not telling people about it, and refusing to do anything about it is really disappointing.
I have flown with rex Airlines the last three years have been awful due to flight lateness flight cancelled flights rex should lift there game no use apolgishen to dissatisfied costumers it does not mean .much missed seeing my grandchildren due to late arrival into Perth see
Awful awful experience. Have a terrible customer service which puts the customer last! An agent managed to book me on the wrong flight, under the wrong name despite having my identification in front of them and charged me the wrong amount. They admitted there mistake but are still making me pay the larger amount for their error, avoid this airline at all costs!!
They delayed the flight ZL352 from Sydney at 3:15 pm to Brisbane dec 1st.
No information. First it was delayed until 4:25 pm, then 18:15, then 9:20. Still no information. Can you reschedule me for an earlier flight?
Hmmmm: We can give you a refund. That is not going to get me to Brisbane. Do I have to bike up there? Do I have to kayaking up there???
We can give you a refund….
Two hours later we can reschedule you on a flight taking off 5:20
Finally. Then I had to tell the other passengers to get rescheduled.
Only recently started flying Rex, due to some last minute flights I was priced out for by the two majors. The price was very competitive, even on the day of travel. The service was no mess, no fuss. Just an on-time take-off and what felt like warm, unpretentious service. Good work!
The staff were superb. I termed it the friendly airline. I have a medical problem and needed wheelchair assistance the rex staff accommodated me with enthusiasm and compassion. I would travel rex again without hesitation.
I suppose to fly from SYD - GOLD COAST, i got to the checkin desk 32 minutes before operator reject to take me on board, saying its a domestic airport policy they close the doors half an hour before the flight. I booked another flight with Virgin airways for 4:20 pm and until 4:10 pm i found there were people getting on board, Regional express carrier is worst dont use them they will rip off and your vacation or business trip will be spoiled.
DO NOT USE REGIONAL EXPRESS FLIGHT THEY ARE SCAMMERS.
⭐️⭐️⭐️⭐️⭐️
I had the privilege of experiencing exceptional service from Rex Airlines on the 30th of August. The staff at gates 13 and 11, as well as the service desk, were nothing short of outstanding. A lapse on my part caused me to leave my bag behind and necessitate getting off my 4 pm flight. Yet, instead of treating it as an inconvenience, the wonderful ladies were incredibly helpful. When I retrieved my bag, the team at the service desk swiftly accommodated me on the next flight, all with heartwarming smiles. It's abundantly clear that the crew at Rex exudes genuine kindness and professionalism. Kudos to the entire team for making my travel experience memorable!
I recently had the opportunity to travel with Rex Airlines on a trip from Wagga Wagga to Adelaide. Unfortunately, my experience was far from satisfactory.
Upon checking in at Wagga Wagga Airport, I encountered an unexpected hurdle when I was informed that my fragile item could not be carried on board as I had hoped. Despite the item being meticulously packed with layers of bubble wrap and cardboard corners, I had to check it in as luggage.
The journey began with a delay of 1 ½ hours before our flight to Sydney finally took off. After a layover in Sydney, we faced another hour-long delay before continuing to our final destination, Adelaide.
Upon arrival in Adelaide, the challenges persisted. No baggage claim carousels were labelled with flight information, leaving passengers, including myself, unsure of where to collect our belongings. Other passengers generously helped each other navigate the situation.
Upon retrieving my other bags, I discovered that my fragile item was missing. This led to a frantic search and conversations with representatives from three other airlines present at the airport. Although these staff members tried to assist us, we still hadn't received any customer service from Rex at this point.
Eventually, after considerable effort, we located our fragile item (framed graduation photos/memorabilia) only to find that the glass had been shattered and the item itself damaged. Seeking assistance, we were directed upstairs since there were no Rex staff in the baggage service area. However, the process of finding customer service became a bit confusing and disorganized, resulting in us being redirected back downstairs to wait for a staff member.
Feeling frustrated, we decided to call for assistance using a courtesy phone. A Jetstar representative promptly arrived and collected a form to begin proceedings for the damaged item, however it was not their responsibility. Nevertheless, they kindly contacted Rex staff on our behalf.
Despite these efforts, the waiting continued, and we again attempted to seek help from check-in customer service, only to be directed back downstairs to the baggage claim area. Finally, after waiting for what felt like an eternity during our ten-hour transit, a Rex representative appeared and performed a cursory examination of the damaged item. We were informed that the item's fragility meant they held no liability for the damage.
During this encounter, the Rex customer service officer made a passing remark about checking or inquiring about the incident before speaking to us, which led us to believe crucial information may have been withheld to avoid liability.
In conclusion, the customer service provided by Rex Airlines during this journey was deplorable. The lack of clear communication, consistent redirection, and apparent indifference to our concerns left a lasting negative impression. Due to this unfortunate experience, I will not be traveling with Rex Airlines again, and I plan to seek further advice on having the damaged item replaced, which seems only reasonable.
If Rex Airlines aims to retain loyal customers and improve their reputation, I strongly advise reevaluating their customer service model. Redirecting customers without providing adequate assistance will undoubtedly lead to more dissatisfied passengers and tarnish the airline's image.
I hope this review will serve as constructive feedback for Rex Airlines, encouraging them to make improvements and ensure a more pleasant experience for future travellers.
They have hidden "classes" in their fares, which they can change at any time. They do not communicate these classes to their customers. This is so that they can make a fare look good, like a promo or budget or anything, but then they can change it the next day. This means if you want to make a change, there will be a fare difference even if you do a search and it looks like there is no fare difference
The worst airlines ever! They cancelled the flight without any explanation to us, they didn't refund the fares no rebook us on an other flight
They don't respond to any emails.
Absolutely disgraceful. Keep away from this airline
Rex: Regional Express Airlines is an Australian airline that provides regional air travel services across various destinations in Australia. The company specializes in connecting smaller communities with major cities, catering primarily to business travelers, tourists, and residents in regional areas. Rex offers a range of flight options and additional services, including special assistance for passengers with disabilities and the carriage of live animals.
Customers can access practical information on the airline's website, including booking options, baggage allowances, and travel requirements. Rex aims to meet the diverse needs of its passengers through services such as priority baggage handling and special provisions for unaccompanied minors and travelers with medical conditions. With a focus on regional connectivity, Rex plays a vital role in facilitating travel for those in less accessible areas.
