REX's new website (December 2020)

[cove]

Received their 2020 Annual Report today and despite the obvious loss due to the pandemic I felt that they did better than Qantas and Virgin in that year because all their planes were suitable for their routes.
We will test their website with a run to Esperance.

 

[farmboy]

Put a booking through earlier for SYD-MEL and you'll be pleased to know it still works as it did before!

They even got rid of the image-text captcha (and replaced it with the more accessible reCAPTCHA) which is a bonus.

I (used to) book a lot of flights on Rex, Qantas, Virgin, and Air New Zealand.
In order to ensure continuity, I would often use two computers and a phone at the same time, get all to the last point and then press 'go'.
Air New Zealand site is by far the best, closely followed by Rex. Qantas is way behind, and Virgin is still fumbling at the starting gate, - just awful.
I think the Rex new site is based on the old one, because during the run-up, there is a flash of the old site for a second or so. We'll have to wait and see how it works under pressure.
I agree, the old one was 100% reliable. Virgin's was just terrible and I believe may have contributed to the company's failure.
Qantas' site assumes it knows more than me about what I want to do, and is irritating as a result.
Arrogant, a bit like the company.

 

[Saab34]

You cannot change flights online. It’s been ‘out of order’ for like 2 months now. Sorry but please call our call centre. Hopeless.

 

[ANstar]

You cannot change flights online. It’s been ‘out of order’ for like 2 months now. Sorry but please call our call centre. Hopeless.

Yep agree. I was actually looking at changing my flight from Y to J to experience it but unable to even access MMB so a loss in $$ for them.

 

[dajop]

You cannot change flights online. It’s been ‘out of order’ for like 2 months now. Sorry but please call our call centre. Hopeless.

What is their call centre like? If the experience is one of no holding and of competency I'd be OK with that. But most call centres (for any sort of business) are anything but no hold, and competency is patchy at best.

 

[Saab34]

Call centre is closed on weekends. Online change booking down since the third week of December. If I want to push my flight back on a Saturday for example, or move to Sunday. You cannot unless you go to an airport.

These $49 virgin flights they have matched will do me thanks.

 

[dajop]

Call centre is closed on weekends. Online change booking down since the third week of December. If I want to push my flight back on a Saturday for example, or move to Sunday. You cannot unless you go to an airport.

These $49 virgin flights they have matched will do me thanks.

That is bad. Should provide some feedback to them. Might be OK for a regional network that largely doesn't operate on weekends, but not for mainline market.

 

[Saab34]

I frequently shuffle ML-SY flights around. Often use the Jetstar flex option which gives flexibility for same day free change to any flight. Takes me 30 seconds to change it.

I just don’t know of any airline that has left such a function down for now 8 weeks. You’ve got Virgin out saying they are investing in this very space, investing in the way customers can change flights. I wouldn’t say it’s terrible but whatever they are planning it’s clearly going to leave Rex for dead.

 

[dajop]

I frequently shuffle ML-SY flights around. Often use the Jetstar flex option which gives flexibility for same day free change to any flight. Takes me 30 seconds to change it.

I just don’t know of any airline that has left such a function down for now 8 weeks. You’ve got Virgin out saying they are investing in this very space, investing in the way customers can change flights. I wouldn’t say it’s terrible but whatever they are planning it’s clearly going to leave Rex for dead.

Although if shuffling MEL-SYD is what you're after, with the schedule down to 3 flights a day, Rex is not going to be for you

Agree they do need to get it fixed, or introduce the functionality in the first place perhaps??

 

[Saab34]

I was curious initially as they frequency was sizable and could have been a better option than the Star. However I will ignore it for a year and see how they go.

 

[eastwest101]

What is their call centre like? If the experience is one of no holding and of competency I'd be OK with that. But most call centres (for any sort of business) are anything but no hold, and competency is patchy at best.

Unlike some other airlines, their call centre is Australian based and I have never had to wait longer than 15 or so mins (even during Covid) to talk to a human being that speaks english, try acheiving that with their competitors.

And follow the links on their official web site, they are open 7 days a week.

Seem to be a lot of "Rexperts" on here who make some pretty bold claims that show they dont fly on Rex very much.

 

[Spongbob]

Seem to be a lot of "Rexperts" on here who make some pretty bold claims that show they dont fly on Rex very much.

Ummm, comments by self-appointed experts is not limited to "Rexperts".

 

[eastwest101]

Ummm, comments by self-appointed experts is not limited to "Rexperts".

I just called 131713 and spoke to Katie about a change of date for an upcoming flight. I don't know what number other people were trying to call but I can only report what I have experienced.

 

[Spongbob]

Ummm, comments by self-appointed experts is not limited to "Rexperts".

^^^ I meant AFF now has experts on COVID-19, the Australian Constitution etc, whose expertise is not based on experience or reliable information.

 

[PineappleSkip]

"All you need, Roy, is an opinion. Preferably backed up by a great deal of ignorance"

H G. Nelson

 

[Mattg]

Call centre is closed on weekends. Online change booking down since the third week of December. If I want to push my flight back on a Saturday for example, or move to Sunday. You cannot unless you go to an airport.

These $49 virgin flights they have matched will do me thanks.

I tried to go to "manage booking" on the Rex website for an upcoming booking. I get this message, but then just a blank screen after clicking "accept". I'm unable to even view my booking, let alone make any changes on their website.




They seem to be aware of the problem as this message appears on the Manage Bookings page:

*Please note: Our Manage Booking gateway may be offline. If technical difficulties are experienced, please call our Customer Contact Centre (CCC) on 13 17 13 to make changes to bookings. For requests outside the CCC’s operating hours, please call back during opening hours. Customers will not be disadvantaged and changes will be honoured at online rates. We apologise for any inconvenience.

According to their website, the call centre operating hours are:

Monday to Friday 6am – 9pm
Saturday 9am – 5pm
Sunday 7am – 7pm

 

[ANstar]

I tried to go to "manage booking" on the Rex website for an upcoming booking. I get this message, but then just a blank screen after clicking "accept". I'm unable to even view my booking, let alone make any changes on their website.

View attachment 242421


They seem to be aware of the problem as this message appears on the Manage Bookings page:



According to their website, the call centre operating hours are:

Monday to Friday 6am – 9pm
Saturday 9am – 5pm
Sunday 7am – 7pm

Its been like that since at least December.

 

[mubd1234]

Yeah, I'm in the same boat. Have Rex flights booked for tomorrow night and Sunday evening and I had to ring up twice - once when they cancelled my original flights, the other when I found out they didn't include my seat selection when they changed my flights. Can't even check in online, it returns an error where they say I need to do it at the airport.

It's 2021 folks, I shouldn't need to ring up to do basic changes like that.

What's even more strange and unprofessional is that they've left the 'manage my booking' page up with the booking reference/first/last name fields and everything despite them (presumably) knowing that the website just isn't working. It would be far better if they just replaced it with 'manage my booking isn't available right now - call [call centre]' and removed those fields to stop people getting confused and frustrated when the page doesn't work. The message they have up right now is quite inadequate - it implies that there's a small chance that the system might not be working right now, not that the entire system is known to have been broken for the past two months and that you must call the call centre no matter what.

I'd probably have preferred having the old clunky 2002 website over having nothing at all.

 

[justinbrett]

More like rex has joined the 2005's. The website is very average by today's standards.

I can't help but think rex will be a thing of the past in a year from now.

Average is a bit generous.

I'm surprised it's not using Macromedia Flash - it is a blast from the early 2000s. I was designing webpages back then and they looked quite similar to this.

And can somebody explain why I don't have to do a CAPTCHA test with any major airline but we have to do it with Rex? Are they operating on dial up?