It is my experience now over 20 years trying to provide a service to country New South Wales that the REX service has deteriorated dramatically. Furthermore information provided and decisions made about how to compensate for malfunctioning planes is totally unsatisfactory. I have serious doubts whether I am going to continue to fly to Griffith. Unfortunately there does not seem to be any competition flying to Griffith and I suspect that is why the service is so poor. I would be grateful for documentation of how frequently the service to Griffith arrives on time and how often flights are significantly delayed and/or cancelled. I would also like documentation as to whether Friday is worse than other days because my only alternative is to move my flights and clinics to another day.
I would say that the letter was written professionally and not in an aggressive or angry tone.
The response from their General Manager of Corporate Service, Irwin Tan, explicitly on behalf of the chairman includes:
3. Your entitlement to compensation is governed by our conditions of carriage which you have accepted. In this case you are not entitled to anything. If, as you say, you find the conditons unsatisfactory, why did you accept them in the first place? I would be curious to know if you would reimburse any of your patients who do not get well after seeing you? If you don't, why not? 4. We are not providing you with the statistics you are requesting for. Perhaps in the medical profession you are used to dispensing information on how long you make your patients wait or how often you misdiagnosed.
Whether or not the doctor's complaints and requests were valid, I cannot believe that a senior member of the organisation would write a reply in such a rude and insulting manner. I wonder if REX's management would be prepared to lose face and give an apology...