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 will serve as constructive feedback for Rex Airlines, encouraging them to make improvements and ensure a more pleasant experience for future travellers.
www.australianfrequentflyer.com.au
