Hi All, just thought that I would post this tale of good customer service by REX on Sunday 4.9.11.
I work away from partner a lot so she is basically at home by herself most of the time, home being Mildura, anyway last weekend she came to Melbourne for work during the week and was able to stay on the weekend in the big smoke
, and I was able to join her there.
Asked her a couple of times what time her flight left on Sunday as didnt want to be late to Tullamarine (roadworks on Tulla Fwy, sunday traffic etc) and she told me 4.30 departure time, so we were out at Tulla dropping her off at around 3.15 or so (I know, heaps early), anyway I drive back into Melbourne when on the Bolte I get a text from her.
Seems that 4.30 was the arrival time in Mildura of her flight, in other words she had read her printed out itenerary wrong (no I dont know how you do that either) and she had literally arrived as her flight was leaving.
A couple of thoughts went thru my head, primarily that getting back to Mildura on another flight on a Sunday would be damm near next to impossible and cost a bomb, lack of competition and flights make the Melb-Mild sector very profitable for all concerned, especially Qantas Link, Sunday I thought she would be lucky to even get another flight let alone a spare seat.
Anyway REX not only managed to get her on the next (& last flight by them) to Mildura that evening, they charged her (only) $ 33.00, yep $ 33.00, apparently the REX desk agent said 'mistakes happen dont worry about it' !
Imagine that, not only did they help, they went out their way to do so and for minimal cost, very impressed indeed. The upshot of this, next time either of us fly to Mildura or Melbourne from Mildura, who do you think we'll look at first ?
Nice to see that kindness and good customer service still exist in the world of domestic Australian travel.
I work away from partner a lot so she is basically at home by herself most of the time, home being Mildura, anyway last weekend she came to Melbourne for work during the week and was able to stay on the weekend in the big smoke
, and I was able to join her there. Asked her a couple of times what time her flight left on Sunday as didnt want to be late to Tullamarine (roadworks on Tulla Fwy, sunday traffic etc) and she told me 4.30 departure time, so we were out at Tulla dropping her off at around 3.15 or so (I know, heaps early), anyway I drive back into Melbourne when on the Bolte I get a text from her.
Seems that 4.30 was the arrival time in Mildura of her flight, in other words she had read her printed out itenerary wrong (no I dont know how you do that either) and she had literally arrived as her flight was leaving.
A couple of thoughts went thru my head, primarily that getting back to Mildura on another flight on a Sunday would be damm near next to impossible and cost a bomb, lack of competition and flights make the Melb-Mild sector very profitable for all concerned, especially Qantas Link, Sunday I thought she would be lucky to even get another flight let alone a spare seat.
Anyway REX not only managed to get her on the next (& last flight by them) to Mildura that evening, they charged her (only) $ 33.00, yep $ 33.00, apparently the REX desk agent said 'mistakes happen dont worry about it' !
Imagine that, not only did they help, they went out their way to do so and for minimal cost, very impressed indeed. The upshot of this, next time either of us fly to Mildura or Melbourne from Mildura, who do you think we'll look at first ?
Nice to see that kindness and good customer service still exist in the world of domestic Australian travel.
