Rex Airlines

Customer Reviews

No Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 81 reviews
8/10
No Skytrax Rating
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1/10

“Joke of an airline”

(Australia)

Trip Verified | Flight to Sydney from Melbourne cancelled after multiple delays. They don't even provide accomodation for cancelling a flight overnight, the next they arranged is 7:30am. I have to wait for my checked bag to come out for few more hours yet. Joke of an airline, avoid if flying late. At least Jetstar provides accomodation
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteMelbourne to Sydney
Date FlownOctober 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
10/10

"staff extremely helpful and friendly"

(Australia)

Not Verified | First time on Rex and definitely not the last. The staff were extremely helpful and friendly throughout the trip and even the baggage handling team where very careful when loading the plane. I have no doubts that we will be using Rex again as our domestic carrier from now on. Great job.
AircraftBoeing 737
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMelbourne to Adelaide
Date FlownSeptember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes

20th October 2023 : Rex Airlines response

Dear Alan Davies, Thank you for taking the time to provide us with your feedback. We are glad to hear of the great customer service you received throughout your travels with us. Your kind words are most appreciated, as one of the things we strive to do is to provide an extra level of service, including the personal attention stemming from our heritage of good old-fashioned country service and friendliness. Once again, thank you for your kind words. We look forward to welcoming you onboard again in the future. Kind regards, The Rex team

10/10

"Nice crew, comfortable seats"

(Australia)

Trip Verified | First time flying with Rex and wouldn’t hesitate to fly again with them. Nice crew, comfortable seats and on time. I’ve flown with Jetstar many times but so over their flight delays.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSydney to Adelaide
Date FlownSeptember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes

20th October 2023 : Rex Airlines response

Dear E Rayne, Thank you for taking the time to provide your feedback on Skytrax. We are glad to hear you enjoyed you travels with us and that our staff provided great customer service a to make your journey memorable. At Rex, one of the details which set us apart from other airlines, is the extra level of personable detail that comes from a heritage of country service and friendliness. We look forward to maintaining our commitment of excellence in customer service and reliability the next time you choose to fly with Rex. Kind Regards, The Rex Team

1/10

"4 times rescheduled on the day"

(Australia)

Trip Verified | Worst customer service. Cancelled flight, after 4 times rescheduled on the day, merging 3 separate flights together, still on ground 5 hours after. Offered a full refund. Accepted. 35 days, airline now claims only 2 staff process refunds, and haven’t been able to process mine for 35 days. We spent $1824 extra on this trip to make alternative, on the day arrangements, plus cancellation fees , etc etc, as it was a business trip. We have contacted them 25 times. No complaints department communication with 2 active complaints, no contact and no contact number. Hire a donkey and ride anywhere but don’t book with this airline. As bad as the big red kangaroo.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteSydney to Orange
Date FlownJune 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no

20th October 2023 : Rex Airlines response

Dear John Saab, Thank you for taking the time to write your review. Please be advised that Rex highly prioritise operational safety while striving for a high degree of reliability and thus having the best On Time Performance of any regional Australian airline, we unfortunately cannot guarantee departures or arrivals at scheduled times. As such, we sincerely regret and apologise to hear of the disruption experienced during your travel with Rex. We kindly ask of your understanding as unexpected disruptions may arise for some flights. Once again, thank you for taking the time to provide your feedback. Kind Regards, The Rex Team

1/10

"experience was far from satisfactory"

(Australia)

Trip Verified | 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 only to find that the glass had been shattered and the item 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 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. 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.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteWagga Wagga to Adelaide
Date FlownJuly 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no

20th October 2023 : Rex Airlines response

Dear N Keale, Thank you for sharing your feedback with us on Skytrax. We regret to hear about your experience. We can assure you that feedback, such as yours, is taken very seriously. We continually find ways to improve our level of service and are always open to feedback in achieving this goal. If you would like feedback on your experience, we kindly ask you to submit a feedback form which you can find on our website, so we are able to investigate this issue. Nonetheless, please accept our deepest apologies for the customer service you encountered at the airport. Kind regards, The Rex Team

10/10

"a very enjoyable flight"

(Australia)

Trip Verified | Better than Qantas, Virgin or Jetstar For the first time, I booked Rex to fly from Canberra to Melbourne. It was a good deal with luggage and I took it. When checking in, it was lovely Mandy, who greeted me with a big smile. She checked me in and I was on my way to go to my gate. Later, while I was waiting for the call, Mandy came and gave me an upgrade to their business class. She knew that I was going to Pilgrimage to Mecca and she wanted me to have a good trip! I was very grateful. Upon boarding, I was presented with this clean aircraft with friendly crew. I was surprised to see how professional and courteous they were. Overall, that was a very enjoyable flight. All flights should be like this. I will definitely fly again with Rex.
AircraftBoeing 737
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteCanberra to Melbourne
Date FlownJune 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes

20th October 2023 : Rex Airlines response

Dear K Hamedal, Thank you for taking the time to send in your compliments following your travel with us. We really appreciate your comments since one of the things we strive to do is to provide an extra level of service, including the personal attention stemming from our heritage of good old-fashioned country service and friendliness. We are so proud to hear that our Customer Service Officer, Mandy, was able to assist and left a positive impression on you during your trip. I have forwarded your kind words to our Canberra Airport Manager for the effort to be acknowledged. We have also set your feedback aside to include in our internal newsletter circulated to all Rex staff. Thank you again for your positive report and for supporting Rex Kind regards, The Rex Team

1/10

"badly mismanage flights"

(Australia)

Trip Verified | Seat size ok. Service abominable. 1hr delay and lost connection fare Plus additional bus and train fees. Subsequent 2hr delay meant missing last train out of Melbourne as well, getting stuck on a 3hr coach run to arrive at 4.15am (I was due in 10.30pm). How can they so badly mismanage flights? And so late for updates? They must have known earlier than notification that they'd not make it, they should have been offering refunds early to allow passengers to try their luck with the other, earlier, on time departing airlines. I'll never fly again, and most certainly not with Rex.
AircraftSaab340
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteDevonport to Tullamarine
Date FlownJune 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no

20th October 2023 : Rex Airlines response

Dear M Heyle, Thank you for taking the time to write your review on Skytrax. We sincerely apologize for the inconvenience caused by the delays to your flight with us. While cancellations and delays to our flights are certainly not a desirable option, unforeseen disruptions may occur despite our best efforts. We also acknowledge your concerns regarding communication. Please be advised that the development of a recovery plan is exhaustive, and the Network Operations and crewing team put in every effort to try and mitigate this disruption. Regrettably, this also means that we can only confirm the disruption when it is close to the scheduled time of departure. Rest assured, this has been forwarded to the relevant departments for their awareness. If you would like, you can submit feedback on our website via our Feedback Form (https://rex.com.au/FeedBack/Default.aspx) along with details regarding the flight so that we may investigate your case. Kind regards, The Rex Team

9/10

"definitely fly with them again"

(Australia)

Trip Verified | On time flight with good style of seat and positive vibe on the ground and in the air. Cabin crew showed a real down to earth care for 'their' airline, reflecting the refreshing realism of Rex's rustic character. Paid a few extra dollars for some leg room which, when taken in context of an already affordable price point, presented great value for money. Flown Rex regionally before but this was my first time on a domestic route and will definitely fly with them again.
AircraftBoeing 737-800
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSydney to Brisbane
Date FlownMay 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes

20th October 2023 : Rex Airlines response

Dear David Jordan, Thank you for taking the time to provide us with your feedback. We are glad to hear of the great customer service you received onboard. We are also delighted that you enjoyed travelling with us. Your kind words are most appreciated as one of the things we strive to do is to provide an extra level of service, including the personal attention stemming from our heritage of good old-fashioned country service and friendliness. Once again, thank you for your kind words and we look forward to welcoming you onboard again in the future. Kind regards, The Rex team

10/10

"outstanding service"

(Australia)

Trip Verified | Absolutely outstanding service from flight crew and cabin crew Laura and team. Laura is an amazing positive, caring, knowledgeable team member. Well done Rex on training, support. Great airline and will travel again.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RoutePerth to Carnarvon
Date FlownMay 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes

20th October 2023 : Rex Airlines response

Dear Alison Lindley, Thank you for taking the time to send in your compliments following your travel with us. We really appreciate your comments since one of the things we strive to do is to provide that extra level of service, including the personal attention stemming from our heritage of good old-fashioned country service and friendliness. We have forwarded your kind words regarding your cabin crew, Laura, to the National Flight Attendant Manager so they she, and the team, can be acknowledged. We are so proud to hear of the great customer service you received and have also set your feedback aside to include in our internal newsletter so their hard work can be recognised. Thank you again for your positive report and for supporting Rex, we look forward to welcoming you back onboard in the future. Kind regards, The Rex team

10/10

"old fashioned customer service"

(Australia)

Trip Verified | Upon checking in at the Rex Airlines counter at Sydney airport I received exceptional and thoughtful service from Jorja. I have a pacemaker and Jorja took the time to assist me by walking me to the appropriate security section and making sure I was taken care of by security staff. I found Jorja’s assistance invaluable and nothing was a problem for her. Jorja showed not only professionalism but also a kind caring approach to my needs. I will not forget her kindness. What a wonderful approach to old fashioned customer service.
AircraftSAAB 340
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSydney to Coffs Harbour
Date FlownMay 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes

20th October 2023 : Rex Airlines response

Dear N Keane, Thank you for taking the time to send in your compliments following your travel with us. We really appreciate your comments since one of the things we strive to do is to provide an extra level of service, including the personal attention stemming from our heritage of good old-fashioned country service and friendliness. We are so proud to hear that our Customer Service Officer, Jorja, was able to assist and left a positive impression on you during your trip. I have forwarded your kind words to our Sydney Airport Manager for the effort to be acknowledged. We have also set your feedback aside to include in our internal newsletter circulated to all Rex staff. Thank you again for your positive report and for supporting Rex; we look forward to welcoming you back onboard in the future. Kind regards, The Rex team