Cardiologist's polite letter of concern to Rex...

[Bernie P]

Hi Dave,

Can you show me where I called his profession, 'childish or immature' in nature? I called his, or the plumbers or what ever (or whoever's) actions or correspondence a bafoon and would do so again as well!!

And, for the record, I was in his very position in Doha, flying EK, where we were delayed some 7 hours, and I missed my onward connection to Sydney. It was to have been a 3am departure, I had no sleep until I was put up by EK at a hotel nearly 10 hours later in Dubai. What was my reaction, I held back, as I knew my connection was missed, I let EK perform their duties so as to accommodate other pax, and when it was my time to be served, I was gracious to them in fixing me up when they could, so I don't think my actions are, or would be, childish either! I wouldn't call this 'childish or immature' behaviour, would you?

[David C]

Bernie .. There is a misinterpretation here . I wasn't suggesting that you had called the Drs profession " childish or immature " , rather I was suggesting that Irwin was making those claims . If you read my response again , you may see what I mean . At no time did I intend any upset , and I apologise if I did . I respect your views and accept your opinions . Once again my apologies..

Dave C

[Mick F]

No Bernie, you weren't in the same position. EK accommodated you, they took care of the situation. REX didn't!

And I doubt this doctor would be working for the NSW Government. If he's a cardiologist visiting regional area's, I dare say he works for himself. Don't assume he works for the government just because he's a doctor.

Mick

[Bernie P]

Well, according to the gentleman, he claims they did inform him, and other passengers, and then accommodated him to another location (by bus)... It was his decision to go to Wagga by taxi, why should REX be held accountable for that decision? The rest of the booking, rebooking, sure was mishandled... Miscommunication perhaps?

It turned out that the plane was stuck at Narrandera. Information for this was provided by passengers who received mobile calls from customers on the flight from Narrandera.

Eventually we were informed by the ground staff at Griffith that the plane needed repairs and that engineers were being flown out from Wagga to Narrandera and in the meantime we should go on a bus to Narrandera.

Ok, there will always be 'operational delays' when an aircraft goes tech, but given the remoteness of the area and unavailability of parts, you could expect that a little latitude be given when these occur, I would!

So, both he, other passengers, were, as I was, accommodated for the disruption to service, so I don't understand the claim of difference!

We should also not assume that he doesn't work for the Government as well; after all, they (Government) too have specialists on the 'books', I was just using that as an example as to his claim for a monetary compensation, to which I do not think he's entitled to, considering the companies (REX) conditions of carriage policy!

Dave, I can see where you're coming from now... All good?

As I said before, the airline is an excellent regional airline, I'd be happy to fly with again! And on that note, good night!

[Mick F]

Bernie,
Then why was the Doctor out of pocket for a taxi and a hotel in Wagga?

I have worked in regional and remote area's of the country. It is hard enough to get specialists out to those places already. For REX to come along and help ruin it by treating this doctor the way they have, is absolutely appaling.

All that aside, you can't for one second, tell me that what REX have done in reply to this mans letter, is acceptable?

Mick

[Bernie P]

It was his decision to...

We decided to get a taxi to Wagga and acatch the early morning flight from Wagga. The REX official assured us that the flights would be changed to the Wagga flight (658) and we would have no problems getting on that early morning flight.

Personally, I would've waited and be put up (at REX expense) where he was, a lot cheaper?

[Mick F]

And then what happens to his appointments he may have had the next morning?

[Scott L.]

The point the Dr is making, and one that I support, is that the regional services Rex are providing are becoming unreliable to the point that not only is it no longer an inconvenience it's now for the doctor untenable.

It would appear to me the Dr has suffered what I routinely also suffer with Rex recently is a lack of communication/direction to the passengers and, a sense of urgency.

Mr Tan's response is a validation of my perception that the management don't give a stuff. They are not investing in the airline or their people. There is no strategic growth and with a lack of competition in these routes, the problems will simply persist.

My 2 bobs!

[Ash W]

I think many have missed the point of the doctors letter. Sure he highlighted one incident, which is what Rex and some above seems to be responding to, however it is clear that his main concern is the fact that the service (in his opinion of course) has over time deteriorated to the point of being unusable.

The letter was polite and to the point, Rex's response on the other hand was totally unprofessional and in no way shape or form addressed the genuine concerns of one of their customers.

[A McLaughlin]

I cannot believe anyone is actually criticising the doctor and standing up for Rex.

No matter how pompous or otherwise you think the good doctor may be, he is a PAYING CUSTOMER of a service organisation, and as such deserves a degree of service from the company, or at the very least, a recognition from the company that his expectations were not met and they will try to do better next time.

Anything else is shear arrogance and pi$$-poor customer service on the company's part. And the follow-up letter from the company just exagerates an already poor situation that the media has rightly jumped on.