I would tend to agree... the doctor's letter, while not warm & friendly, was polite & in no way inflammatory. Rex's response was inflammatory & unjustified. I somehow doubt the Chairman's directions included the language that was used in the end. A simple yt polite explanation of the delay & the doctor's entitlements under the conditions of his ticket would have been more appropriate.

Lost in translation perhaps?

Maybe Rex's response started out as one of those letter's those of us who work/have worked in customer service have always wanted to write in order to vent, but was never intended to be sent?

But then that doesn't explain the follow up does it...?

Is that response from Rex fair dinkum. Any chance they were mucking around in the office and sent the wrong letter, I just can't believe a Company would respond like that.

I also meant to say I'm surprised Rex has been so silent about this & not trying to damage control...

Since we have had REX operate the ISA-TSV route, I have had the displeasure of flying them on 3 occasions, all 3 flights delayed significantly due to engineering x1 and crew out of hours x2. The old Saabs are showing their age, they offer very little in the way of cabin service (although now offer afternoon bar service) yet charge as much as QF alot of the time.

I have chosen never ever to fly REX on that route, even to the point I will overnight in TSV to avoid their (later than the QF afternoon service) flight if I can't make the QF one, and fly QF first thing the following morning.

Just to clarify, we LERRRV Rex's cabin crew, ok?! ;-)

And flight crew too!! :D

Only in a HBHG to bloke kind of way...did you see the footy last night? hell of a game......