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 91 reviews
8/10
No Skytrax Rating
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1/10

"Horrible experience"

(Australia)

Not Verified | Horrible experience with REX Airlines. Tried them for the first time to fly to Brisbane return from Sydney. The experience has been extremely frustrating leading us to never wanting to try REX again. We booked our flights, someone then couldn't make it so we replaced them. They refused to do a name change, not even if we tried to pay for it which is bizarre and frustrating. When booking our seats, it caused another fee. They made bold statements saying they want to be competitive to major airlines but they simply are not competitive at all. Their service sucks, their brand sucks. Do yourself a favour and spend just a little bit more to fly with QANTAS or Virgin. They were dreadful.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSydney to Brisbane
Date FlownMay 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

20th October 2023 : Rex Airlines response

Dear A King, Thank you for taking the time to write your review on Skytrax. We apologise for your experiences with Rex. Whilst we try our best to accommodate passenger changes to bookings, we are guided by our Fare Rules, as agreed upon once you purchase a ticket, which are available on our website: https://www.rex.com.au/specials/fare_rules.aspx?pos=mbpi. 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

10/10

"very pleasant and friendly"

(United Kingdom)

Not Verified | We flew Rex from Sydney to Melbourne. The check in staff were very pleasant and friendly. My wife has mobility problems and the check in staff gave my wife a wheel chair. The customer service staff member, moved our booked seat to one nearer the front of the aircraft. Boarded as priority, and received a warm welcome from cabin crew. The interaction by the cabin crew was absolutely fabulous. For a budget airline REX could teach a thing or two too other airlines especially customer service.
AircraftBoeing 737
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSydney to Melbourne
Date FlownJanuary 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 Steve Connolly, Thank you for taking the time to provide us with your feedback. We are very glad to hear of the great customer experience you have received when travelling with us. 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 have also set your feedback aside to include in our internal newsletter circulated to all Rex staff. 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

3/10

"in Melbourne was utterly unhelpful"

(Australia)

Trip Verified | Rex staff at Melbourne Airport were appalling when i visited them to check in the day before my flight. The lady who attended to me first in Melbourne was utterly unhelpful. Her colleague seemed to realise that I was being mis-advised and so the other Rex person stepped in and completed what was required to be done. On the day of my flight I needed help re carrying my bigger bag - next time I will make sure I have a bag with wheels. But the Rex personnel said that they could not help me with that until I had been through the check in area (yet Adelaide staff in Rex did help when I was in Adelaide earlier) I use an aid to walk and I am elderly and I was flying solo. Rex staff at airport were negative when I asked if a trolley or something after I had gone through checkin to help me to carry the bag. I asked if that was possible and I got no where. I did not know where to go to wait for the plane and was told I should go back where i came from to the Rex staff. So different to the Rex staff in Adelaide. After letting a man in the area where one goes through the xray that I did not know how far the walk was nor where to go he was completely disinterested. If I started walking and chose the wrong way I was worried I might miss the plane. He, utterly disinterested, told me "if you miss your plane you can try to get a refund" i felt worried and distressed, Eventually another person did help me and it was a long walk - much longer than I anticipated , to the correct area. I thanked that person who was not a Rex employee. I had told the Rex staff the day before that I thought I would need some assistance re getting to the plane. Yet was that request not documented? Because on the flight day they blamed me for not having asked earlier for assistance. I clearly did say the day before that I would require assistance. The Rex staff at Melbourne were not kind, not interested, not understanding and not reassuring. Only at the final moment just before boarding and just before she finished her shift for the day did a very nice Rex lady come over to me and she advised that she had arranged some help for me. that was good. BUut when I arrived in Adelaide no one on the plane had arranged for me to get help with getting my heavier bag out to the taxi as no one had been asked to arrange that. Fortunately another person - one of the air hostesses on the plane stepped in and suggested I wait until the other passengers had left the plane and then she would get me a person to help. I appreciated her understanding. I cannot understand why, for the same airline, that staff in one city can be pleasant and helpful while their colleagues in another city could not care less
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMelbourne to Adelaide
Date FlownMarch 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no

20th October 2023 : Rex Airlines response

Dear M Deane, Thank you for taking the time to write your review. We are sorry to hear that your experience has not upheld our commitment to excellent customer service. We would like to offer our sincere apologies to you. With our strong emphasis on customer service, we certainly welcome passengers to report any lack of hospitality directly to the airline for investigation and action as required. Such investigations are exhaustive and may take some time to be completed. Your feedback has been forwarded to Management for awareness. Once again, we are very sorry for the inconvenience and disappointment experienced. Kind Regards, The Rex Team

10/10

"The meal was wonderful"

(Australia)

Not Verified | The best Australian business class flight I have taken. A friendly welcome by Liam and superb service from Lucinda in business class. The welcome to business class when asking what pre-flight drink we wanted to the lunch service - all done on one tray delivered to your seat and the service of the wine or soft drinks to each passenger was amazing. The meal was wonderful and high quality - even a warm bread roll, cake & chocolate as well as a bottle of water.
AircraftBoeing 737-800
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteMelbourne to Sydney
Date FlownFebruary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes

13th October 2023 : Rex Airlines response

Dear Rob Paisley, Thank you for taking the time to provide your feedback to Rex. We are delighted to hear you had a wonderful journey with us. We are proud to hear that Liam and Lucinda were able to offer excellent in-flight services and that you enjoyed the meals that we have served. At Rex, we are particularly proud of our team’s commitment to providing exceptional service at every step of our customer’s journey. Thank you for your support, we look forward to welcoming you on board in the future. Kind regards, The Rex Team

1/10

"Awful experience"

(Australia)

Trip Verified | Awful experience. Outbound flight was cancelled 10 hours before departure, had to call (40 mins) to reschedule and told no flights until following day despite still selling seats online. Departed 22 hours later than planned. Arrived in Sydney and shortly after received another text to say my return flight was cancelled, and again after a 70 min call, could only put me on a flight the following day despite seats being available, but not allowed to put me in business class seat. Had to cancel flight and pay $500 for a last min seat with Virgin so could get home. Abysmal service. Would not use (or try to use) again.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMelbourne to Sydney
Date FlownMarch 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no

20th October 2023 : Rex Airlines response

Dear Emma Heath, 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 understating as unexpected disruptions may arise for some flights Thank you again for taking the time to provide your feedback. Kind Regards, The Rex Team

2/10

"Sky rocketing fares"

(Australia)

Not Verified | Very unreliable aircraft. Sky rocketing fares expect to pay $500-600 for one way fare. No consideration for the people in small communities
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteBrisbane to Charleville
Date FlownFebruary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no

20th October 2023 : Rex Airlines response

Dear Amrita Sachdeva, Thank you for taking the time to provide us with your feedback. Please be advised that the operating environment in the aviation industry has been a particularly challenging one and Rex has tried its best to manage customer expectations while still being mindful of operational limits so that we are able to continue operating air services into many of regional towns. We hope you can appreciate Rex's operating costs ensure that thinner regional routes not only have an essential regional air service, but that the air service is sustainable in the interests of its continued provision. We assure you that Rex does recognise the need for economical airfares and have thus offers different fare types to suit individual passenger needs. More information regarding our Fares can be viewed on our website: https://www.rex.com.au/specials/fare_rules.aspx?pos=mbpi. We hope we can still welcome you on board a Rex flight in the near future, Kind regards, The Rex Team

1/10

"I will book with another airline"

(New Zealand)

Trip Verified | Poor booking conditions and customer service. I purchased a flexible ticket (so I thought) that allowed flight changes (for a small additional fee). However, despite the fare rules clearly permitting flight changes (and not stipulating that additional T&Cs apply), there is a separate table of additional fare rules with additional rules. These include more rules, such as that fares flight changes do not include a change of origin/destination. After spending >45 minutes on hold to speak to a CSR, Rex's website crashed in the middle of the call. Sorry, Rex. If you're going to offer flexible fares, make them flexible. Next time I will book with another airline that's clear about its T&Cs.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSydney to Brisbane
Date FlownFebruary 2023
Value For Money 12345
no

20th October 2023 : Rex Airlines response

Dear S Garton, Thank you for taking the time to write your review on Skytrax. We sincerely apologise for the inconvenience on your travels with Rex. Please be advised that we have provided detailed information regarding our Fare rules on our website: https://www.rex.com.au/specials/fare_rules.aspx?pos=mbpi. Moreover, you may also find additional information on our website regarding the process to purchase a ticket and other essential information pertaining to travels on board a Rex flight. Regardless, we are saddened to hear that we could not provide the exceptional customer experience which we strive for, during your experience. We have noted your feedback regarding our website and have passed it onto our IT department for further development. 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 issues further. Kind Regards, The Rex Team

9/10

"service was excellent"

(Australia)

Not Verified | The flight was amazing. It was on time and we arrived home 10 minutes earlier. The service was excellent. Will definitely fly Rex again!
Type Of TravellerFamily Leisure
Seat TypePremium Economy
RouteBrisbane to Sydney
Date FlownJanuary 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 C Sandi, Thank you for taking the time to provide your feedback on Skytrax. We are delighted to hear that your travels with Rex were timely and exceptional. 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

10/10

"had the most amazing flight"

(Australia)

Trip Verified | My partner and I flew with Rex on the 29th of December on flight ZL 665 GC - Melbourne. We had the most amazing flight. The staff were so incredibly nice, The flight was on time, The flight was comfortable and everything about our journey was great. I usually fly with other airlines but since this great experience I will always try to fly Rex instead. Thank you for such an enjoyable trip.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteGold Coast to Melbourne
Date FlownDecember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes

23rd October 2023 : Rex Airlines response

Dear E Barven, Thank you for taking the time to provide your feedback. At Rex, we pride ourselves in having the best on time performance of any regional Australian airline and are happy to hear of your positive experience with our Airline. 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

8/10

"meal was fine for a short flight"

(Australia)

Trip Verified | I enjoyed the flight. Check in was very easy. The service on the plane was very friendly and helpful. The meal was fine for a short flight. The wine served was excellent. I hope REX is here to stay !
AircraftBoeing 737 800
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteSydney to Melbourne
Date FlownDecember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes

23rd October 2023 : Rex Airlines response

Dear Mr Curtain, Thank you for taking the time to provide your feedback. 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 are so proud to hear that you the level of service that we have displayed was up to your standards. 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