Rex Airlines

Complaints

Hello I just tried to purchase a lounge pass on a Saturday in Sydney at 5pm& was told that it was not possible and they don’t allow this after 5pm. I had 2hrs before my Rex flight & no where on the website does it state that it is not allowed after 5pm

I lost a sleep apnoea machine on 11 April last month when I arrived at Gold Coast Airport I was told by your groundstaff to get stuffed and call Sydney Airport. I haven’t had a sleep apnoea machine in 35 odd days. I’ve gone to every media organisation. I can get my hands on and let them know about this fiasco. I don’t have any social media at the moment but I’m going to start and when I do, I’m gonna be posting a video of how your ground stuff treated me, I’d like to be compensated for the time. I’ve the pain and suffering.

Hi I'm waiting for a refund for a double payment for a flight since 4th of March 2024. It is now 6th of April since I've heard anything from Rex Airline. It's a month now and im still waiting for my refund for their technical issue when processing my payment twice. My bank is still waiting on a letter from Rex Airline and twice I've been on hold for hours and lead to different explanations. So Rex Airlines need to release the money back to my bank with a letter confirming my bank details. Please contact me and follow-up with updates. This will be the last time my family will travel on this Airline if nothing is resolved. Kind regards Lesley T N

Flight was delayed and flight lady at check in desk was extremely rude

Hi. I made a booking on Monday 4th March for two adult tickets -Tullamarine to Mildura - on Flight ZL3656 departing 8:30am on 7th June '24. As yet I haven't received confirmation of this booking, although the payment was debited to my bank account at 7:25am yesterday (Tuesday 5th March). I've contacted your office twice, once on the afternoon of the 4th, and again a short time ago (today approx 2:30pm). I haven't received a satisfactory response to my problem, initially being advised that the booking would be confirmed and the e-tickets issued within 24 - 48 hours (expired 11am today), and just now I was told by the end of the day. I am not confident that this will occur. I would appreciate an immediate resolution as I'm now getting a very poor impression of REX's ability to run an airline. Regards, Gail Weston

I must let you know of my stressful experience with your airline from Melbourne to Hobart on the 1st March, flight No: ZL961. I checked in on line and received my digital boarding pass (the same procedure as 5 days earlier for my flight to Melbourne). I used this to check in my baggage also used it at the boarding gate but when it came to taking my seat on board (row 3) the stewardess said the digital boarding pass was not sufficient as it did not show the flight number. She also said I would need to produce the PDF ticket / email. I told her I would have to go through my phone to find it, so could I step aside and let the others go ahead (we were the first passengers to board the forward door after the business class passengers) but she said "no they can wait". As I suffer extreme anxiety, holding up others caused me to become very stressed. I asked why would REX send me a digital boarding pass if it was suffient everywhere except on the plane and this did not happen on the flight from Hobart to Melbourne. Her response was to get another stewardess who was quite hostile and basically told me again they could not let me on board without a boarding pass with the flight number (REX Airlines supplied the digital item without this information on both this and previous flight 5 days prior) I repeated my request to go to our seats in row 3 and find what she wanted as we were preventing others from boarding. She eventually allowed my husband and myself to sit and I found the emails I luckily had saved to my phone. This stewardess whom I suspect was the person in charge viewed my paperwork, which was all correct, was rude, disrespectful and very argumentative. This experience has caused so much stress and anxiety I doubt I will ever fly or recommend flying with REX in the future.

We flew from orange to sydney. Caught the Gold Coast flight ZL540. There was a storm cell so the plane was delayed For a few hours. They would t load the luggage u til it fined up. We finally got to Gold Coast got our luggage when we got home both cases had wet clothes. We were not happy as we were told Rex airlines were the best we found out different. We will go back to virgin never had trouble with them. Cheers thanks for listening Ross mewburn

We havent flown in years and to have had this horrible experience with an airline we have never flown with before has not left a great impression. We booked our flight with REX to Brisbane hoping to have all confidence that they will impress and give me and my family a great experience . We initially were booked on ZL0332 to fly out at 10.20am. We were to board at 9.50am. We arrived to the airport at 7.30am to have our car parked in a secured parking for the duration of our Brisbane stay. We were dropped off at T2 just after 8am .Once we retrieved our Tags for our luggage and checked in baggage with staff at counter we then made our way to the gate at approximately 8.30 to eagerly get on the plane . I did not receive any text from Rex nor any announcement was made from the airline to advise this flight had been infact cancelled. We had noticed that once we were at our gate (31) that its flight number and destination was changed to Adelaide and therefore something wasn’t right. We approached the staff member who confirmed the flight was infact cancelled. They offered a refund or could put us on the next available flight . We opted for a placement on another flight ZL352 which flew out at 3.15pm. (Keeping in mind we had paid extra money for seats we initially requested) still at this point we were not given a clear reason as to why this flight was cancelled. The staff were deflecting the question and not at all sympathetic to our situation. The staff member proceeded to re book us on the next flight (again Keeping in mind I am also travelling with a minor (15yr old ) and the staff member had placed all 4 of us in the emergency exit isle (row 14) which we then encountered further issues as this row was illegal to have a minor seated. ) The staff member handed our new boarding passes and said we had to wait and there was nothing they could do . In the meantime the baggage situation was a nightmare and was advised to pick up bags to re check in for the following flight. Time had passed and i then noticed our first text from REX at 1.06pm mentioning that our flight ZL352 leaving at 3.15pm had been delayed a further 4 hours. Now the plane was not going to leave Sydney until 6.15pm. The plane that we were to board was unmarked and only had the tail number . It was completely white and not demonstrating a REX plane whatsoever. We did not board this plane until 6.30pm and we just sat there . Plane did not leave until just after 7.15pm (Sydney Time ) We sat there way too long (again no explanation or reasons given). It was ridiculous and no way to run a business . We had waited close to 12 hours to take a domestic flight that takes an hour. At this point it would have been quicker to drive . We missed the engagement party of my friend’s daughter. This I can never get back. I am furious that an airline can have such disregard to one’s loyalty for their passengers that use their services . We had organised a hire car for 3 days ( 1 day hire was lost ) as we arrived extremely late 9.30pm (Qld Time ) as they were expecting us at 12pm earlier that day ( Qld time ) We hadn’t arrived to our hotel until just after 10pm ( QLD time ) which at this point me and my family were extremely tired bordering delirious. Filthy , having spent almost 12 hours in Sydney airport. At no stage were we given an option to be compensated for all we had to endure . I feel the least you could do is refund my airfares for my family for this trip as well as the parking at the airport, the hire car and hotel. You ruined our entire holiday. We slept in late on 2nd day as we were too tired from the previous day. It was a traumatic experience and we found we were exhausted and upset the whole way through our entire stay in Brisbane . Your procedures and customer service need to be addressed. You need to let your passengers why things are happening and have some empathy. The following list of expenses went to waste and overall the Brisbane escape was tainted and ruined. Airfares - $1271.78 Accomodation - $1235.61 Parking at airport -$166.50 Hire car in Brisbane -$ 393.18 I sincerely hope you do the right thing and compensate us for a horrible time away

My family of 4 were booked on flight ZL 913 From Brisbane to Adelaide leaving 13:15 arriving at 16:30 local time. We live on the Sunshine Coast and drove down to Brisbane to catch our flight. Before we left we check the flight status and all was good. We arrived at Brisbane airport and collected our bag tags and put our bags through the bag drop. This was approx 12:30pm. As we walked towards the escalator to go through security check we saw on the screen the flight had just been cancelled. We went to a Rex representative who confirmed the flight had been cancelled due to "operational issues". At this point (12:41pm) we received a text message confirming also. This news was extremely distressing for us as we had to get to Adelaide on Australia Day as we had a significant family and friends event early on the following day. We also had a hire car booked in Adelaide as we had to drive 2.5hrs to Port Pirie when we arrived. There were no other Rex Flights to Adelaide that day so we were forced to get a refund (that will take 2 weeks to be received) and seek another flight. The only flight we could get was Jetstar flight that left at 6:30pm arriving at 9:45pm. This flight cost us just over $1500 one way! Given the lengthy delay we thought we would go into Brisbane on the airtrain as we couldn't move our car from the long term parking we had booked. That train ride cost approx $60. We arrived in Adelaide and drove to Port Pirie arriving at 1am with our two young girls exhausted. I expect to be fully compensated for the distress/time and money we had to endure due to the last minute flight cancellation. I can't understand how an entire flight can be cancelled so soon to it leaving and having not received any communication regarding it.

Complaint Regarding Inadequate Maintenance of Business Class Seat - Flight ZL616 on October 5th, 2023 Dear Rex Airlines Customer Service, I hope this email finds you well. My name is Mhamad Hussein, and I am following up on a previous communication regarding an issue I encountered during my recent business class flight with Rex Airlines. On October 5th, 2023, I, Mhamad Hussein, was a passenger on Flight ZL616. My ticket number is 899-2930467018, and the incident occurred during the landing phase of the flight. As previously mentioned, the light cover located above my business class seat was noticeably taped, and unfortunately, it was not secured properly. To my dismay, the cover fell on my head during the landing phase of the flight. This incident not only disrupted my experience but also raised safety concerns. I want to bring to your attention that I raised this matter with the ground staff immediately after the incident, and they have noted the issue. However, to ensure the appropriate measures are taken to address this concern, I am reaching out to you directly. As a business class passenger, I expect a certain level of comfort and attention to detail. Encountering a maintenance issue of this nature is not only inconvenient but also raises questions about the overall quality of maintenance and safety procedures. I kindly request that you further investigate this matter and take appropriate actions to prevent such incidents in the future. Additionally, I would appreciate your assurance that steps will be taken to maintain the high standards expected in business class. I trust that you will treat this matter with the urgency it deserves and provide a prompt response. Thank you for your attention to this issue, and I look forward to hearing from you soon. Sincerely, Mhamad Hussein 0420609622