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REX, better than all airlines in Australia and most of the world

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REX, better than all airlines in Australia and most of the world

Old 31st Jul 2012, 05:36
  #21 (permalink)  
 
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Same story here....used to commute weekly between Merimbula and Sydney on Rex.

Aircraft and schedule reliability now see me driving to Canberra to get on the QLink -8
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Old 31st Jul 2012, 10:42
  #22 (permalink)  
 
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WOW!!

An appalling response, to put it politely, appalling.

ADSYJ's responses in post #8 is spot on and his sample letter a much better example of a more apologetic tone.

Many people were obviously majorly inconvenienced as the Dr described in his letter.
The Dr, a high profile and well known individual ,has likely been a customer for many years due to his long term clinic and lack of suitable alternative carriers to his required destinations.
He actually took the time to write a letter stating the circumstances and inconvenience caused and his out of pocket expenses.

I would have sent an apologetic letter and a cheque for his out of pocket expenses and a return free ticket to anywhere on the network he wanted to go.

It is called good customer service and GOODWILL......
PRICELESS.

The Dr would have talked to all his family, friends and colleagues about a positive reply as I mentioned above, (apology and cheque / ticket ).
Word of mouth positive PR for the company after the initial negative situation.

Instead, the letters have now gotten national media coverage and very negative PR on every level for the company.

Given all the very negative threads about REX on this forum I can't say I am surprised by this company attitude.
Still I am sure those in management will be pleased to know that these letters will likely be used in PR classes at TAFEs and Uni's across the country as examples of how not to treat ones company customers.
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Old 31st Jul 2012, 12:08
  #23 (permalink)  
 
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The problem, (or more to the point, one of the problems) at REX, is there are a number of people in senior positions that are clearly out of their depth.

They are out of their depth because they lack the ability, or intestinal fortitude to contradict the Chairman. They are in their positions because they are essentially "Yes Men".

Mr Tan's response to the Doctor's complaint is a classic case in point!
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Old 31st Jul 2012, 22:43
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It's doing the rounds of the newspapers today.

Congratulations, Mr Tan, on creating an emerging PR disaster.

The Dr was fully entitled to be peeved at Rex's problems. Medical specialists who commute to regional areas are booked out months ahead and delays like this are costly and detrimental to country patients who may have serious issues needing their attention.

It was an appalling unprofessional managerial response (and was treading the fine line of being defamatory too), but nothing less than I would expect given who is running the show at Rex.
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Old 31st Jul 2012, 23:05
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Looks like Virgin's idea to eventually expand the ATR's into weekly regional hops might have some merit?
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Old 31st Jul 2012, 23:17
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LOL. I don't see the problem. When you're "much better than all the airlines in Australia and most of the airlines in the world" you can treat the customers like ****. And you're business will grow and the owner will grow rich with it. And you're staff will follow your example and treat the customer with contempt and you'll be a God among the minions for your genius management style. Oh to be so lucky to work at REX and feed off the genius management style so I too could could become rich and revered.

If the options were a job at REX or castration I guess I'd be a little lighter in the jox. Geez they must go through some staff.
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Old 1st Aug 2012, 01:28
  #27 (permalink)  
 
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One of the reasons that they would not of been able to send another aircraft out would of been lack of crews. There appear to be a shortage of Captains in Sydney, Adelaide crew are now being rostered duties in Sydney to cover the gaps.

It just gets annoying when we do the best we can with public relations at the coal face when our MD comes up this this reply.
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Old 1st Aug 2012, 01:33
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This story actually made news.com.au

Hurry up virgin, get in there and do it properly
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Old 1st Aug 2012, 03:20
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Don't worry Capt EFIS. We get the same problem at QF!

Obnoxious, arrogant management who couldn't give a crap, while we're often left to try to pick up the pieces as best we can at the coal face.
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Old 1st Aug 2012, 08:27
  #30 (permalink)  
 
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Why are Rex questioning his fees to have an appointment? By him visiting Griffith he is saving residents money by not having to travel to Sydney or Wagga. Maybe that's part of Rex's grand plan to turn specialist from Regional Australia so more residents may travel with them to attend appointments in Sydney.
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Old 1st Aug 2012, 10:24
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So lets just have a little look at this, it's ok that we sit in a doctors surgery for hours on end waiting, I know I have waited over 4 hrs to see a doctor. Did I get any compansation? what did I get? Nothing. Doctor saw me for 10mins...$160 thanks...Come back and see me next week..what?? so I can wait another 4 hrs....Our out patient departments in hospitals are a joke. How long do we wait in them? Yes, maybe the letter could have been worded a little better, but, lets be fair, the medical proffession in Australia is taking us all for a ride, and a worse one that what REX provide. REX is a business, pure and simple and a very safe one I might add.

I will now standy for all the flak, but before you reply...have a think!

999
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Old 1st Aug 2012, 10:48
  #32 (permalink)  
 
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Doctors, particularly specialists, are a precious and limited resource in this country.

You and I are not. Nor is our time. It's that simple.

A Singaporean wouldn't understand that. Mr Kim could drive across the entire island of Singapore in the time it takes the good Doctor to get to Sydney airport let alone get to Griffith. He would have no idea how important visiting specialists are to country towns.
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Old 1st Aug 2012, 11:01
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That precious gaz bloke doesn't understand, so I may as well enlighten him..

Specialists are in short supply and don't need to turn up in country centres to make a $. They can make enough to live comfortably by not flying out to the bush.

I know quite a few and they all put in longer hours than any duty time put in by pilots, and they do it week after week and don't whinge about their long and late rosters. Without their country visits, sick country folk would have to spend a lot more money, time and effort traveling.

When precious gaz has to wait an extra 4 hours, it is not because his doc is having it off with his receptionist (usually that is) but because some other poor bastard has some serious iliness which needs more time.

So precious gaz, a pox on you, and a wish that when you are sick, the attending doc can't get there because of late or nonexistent flights, and you get to reflect in misery on what a pr**ck you really are.

what goes around comes around...
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Old 1st Aug 2012, 12:13
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The seabreeze has kicked in :-)
Well said mate.
I've a close family member who is a cardiologist, who is in hot demand.
He does not have enough hours in the day to achieve everything he needs to....
So I find those comments particularly offensive
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Old 1st Aug 2012, 12:32
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Hypothetically....

What would happen if Dr. Thorburn decides now that it is too difficult to travel to Griffith, and that his many patients in line elsewhere can be cared for without having to put up with what he (and everyone else in GTH and NAR) has quietly endured with REX?

Would it bring High Horse Lim to his knees and apologise to the geese who feed him??
And to hear about pax driving from MRY to Canberra is very telling.

Good luck to the pilots and cabin crew at REX, you need to be appreciated a lot more.
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Old 1st Aug 2012, 13:25
  #36 (permalink)  
 
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LKH wouldn't give a rats.

It would be even more telling if the cardiac patients from GTH drove to Canberra and turned up on the steps of Parliament following the loss of the only visiting cardiologist because of the attitude of an arrogant foreign owner of a monopoly Australian regional airline.

This is the problem with foreign owned monopoly enterprises in this country. They just don't get it.
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Old 1st Aug 2012, 14:50
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What would happen?

Real people wouldn't get the medical services they need. Their health would suffer.
People's live would change. Dramatic? yes but the reality.

GA and regional airlines have supported regional medical services for a long time but few have realised this as it it a background service.
This debacle has highlighted the issue and I for one am with the doctor.

When are airline management in this country going to be held culpable for their ignorance and stupidity?

Australia, it's people and it's government need to accept the fact that aviation in Australia (and the rest of the world for that matter) is an essential service and respect it accordingly.
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Old 1st Aug 2012, 23:40
  #38 (permalink)  
 
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The good Dr is just a casualty of war sadly. Am sure there have been many people not just a Dr that have been effected or should that be infected by Rex's appalling management. Most wouldn't have bothered writing a letter knowing that it would probably go into the bin anyway.

I think the Dr has just highlighted the issues that we are now facing in a country that's as large as mainland USA yet has around 7% of the laters population, too few services to go around due over regulated industries(not just aviation), rorts, Govt mismanagement at ALL levels & taxes to cover mistakes. QF & Rex, what's diff?.....in some ways not much at all!
I'd like to think that the good Dr in this case blames only the guys at the top, not the workers at the coal face who do a damned good job in the face of adversary, they too are the ones that suffer.

Wmk2

Last edited by Wally Mk2; 1st Aug 2012 at 23:42.
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Old 2nd Aug 2012, 00:58
  #39 (permalink)  
 
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Yes, maybe the letter could have been worded a little better, but, lets be fair, the medical proffession in Australia is taking us all for a ride, and a worse one that what REX provide. REX is a business, pure and simple and a very safe one I might add.

I will now standy for all the flak, but before you reply...have a think!
Try attending a specialist in the US before shooting off about Dr's over here. $160 is affordable for ANY Australian on ANY income to see to top line medical health. Specialists in this country do not need to fly out to bush for money they do because that is what they are about, many I flew around did it because they felt they were doing something useful for society. Given the amount it work and level of expertise and what is at stake $160 is a bargin.

If you want to bitch about the Medical system in this country I suggest you get onto the lack of University places available to for people wanting to study medicine and how the AMA is also a union and a regulator, not the cost of seeing a Doctor or waiting lists.

Have a holiday to Africa or Asian before launching into Australia's medical system.
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Old 2nd Aug 2012, 01:59
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Originally Posted by gazmart999
I will now standy for all the flak, but before you reply...have a think!
Oh I've thought about it. And being married to a specialist doctor, I've toned down substantially what I want to say so the mods won't ban me.

So lets just have a little look at this, it's ok that we sit in a doctors surgery for hours on end waiting, I know I have waited over 4 hrs to see a doctor. Did I get any compansation? what did I get?
Totally different situation. While some consults can indeed be done within the usual allotted 10-15 minutes, doctors rarely ever know in advance what the patient is there for. By the time they've taken a history, asked questions, listened patiently to a bunch of anecdotal stories from the patient, and done an examination, this time can blow out and it snowballs as the day goes on. But patients would complain even louder than you are, if they were rudely shunted in and out to make the "cutoff" time. When they're running late, it usually means they're actually taking the time to sit down and listen and talk to the patients. I know of a couple of bulk-billing medical centres where the pakistani immigrant doctors will happily shunt you in and out in the allotted time before you've barely had time to even open your mouth and say aah. Their wait time is usually pretty good.
Nothing. Doctor saw me for 10mins...$160 thanks...Come back and see me next week..what?? so I can wait another 4 hrs....
You obviously had something that needed to be checked or they wouldn't have told you that. You're always free to ignore their advice and not come back, ever, at your own risk.
Our out patient departments in hospitals are a joke. How long do we wait in them?
Easy fixed. Next time the ambos rush past you in the hospital waiting area with the woman on the stretcher who needs an emergency caesarian to save her life and that of the baby, why don't you just trip them up and say "excuse me, but get back in line"? My wife gets bumped by emergency cases all the time. It's frustrating for specialist and frustrating for patient, but unless people stop getting critically ill or injured, there's nothing anyone can do about it.
... but, lets be fair, the medical proffession in Australia is taking us all for a ride, and a worse one that what REX provide.
You are the exact sort of patient my wife talks about when she gets home. "Had an obnoxious prat today who waltzed into the consult with a couple of internet printouts, proceeded to tell me what was wrong with him which upon examination was totally incorrect, then whinged about the wait which was due to me having to counsel the previous patient who was severely depressed due to her ongoing disabilities after her car accident, then whinged about the cost of the consult. I didn't study and train for 15 years to listen to someone hack on me 5 minutes after meeting them. Listening to even 30 seconds of his crap isn't worth $160, so I hope he never comes back."

Apologies for thread drift. The trials and tribulations of the medical system have absolutely nothing to do with this arrogant and inconsiderate response from Rex Management.
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