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

[Bernie P]

I wonder if Rex's corporate services general manager Irwin Tan will be looking for a new job...

FED up with constant delays on his regular trips to country NSW, cardiologist Charles Thorburn fired off a letter to regional airline Rex to express his concern about the deterioration of its service.

The airline's "offensive and arrogant" response was not what the doctor ordered.

Dr Thorburn was dumbstruck when, in response to his complaint, Regional Express - which is majority owned by a group of wealthy Singapore investors - questioned whether he would reimburse patients "who did not get well after seeing you".

The letter, sent by Rex's corporate services general manager Irwin Tan on behalf of company chairman Lim Kim Hai, went on to say: "Perhaps in the medical profession you are used to dispensing information on how long you make your patients wait or how often you misdiagnosed."

Yesterday, Dr Thorburn said he was outraged by the airline's sarcastic response to his genuine concerns.

"I didn't ask for reimbursement. I expected a letter of apology and I wouldn't have taken it any further," he said.

The Sydney cardiologist has been travelling to Griffith every two months for more than 20 years to meet about 50 heart patients in one day.

He makes the journey to check patients' defibrillators and pacemakers so the community doesn't have to travel nearly 600km to the city.

Dr Thorburn raised his concerns with the airline after he had been late to his patients on a number of occasions due to the airline having flight problems. The latest incident involved being bussed to the nearby town of Narrandera after the plane needed urgent repairs.

He and 28 other passengers had to wait for four hours. During that time they were offered just three pizzas between them.

"This is the second time in a year where the flight back to Sydney has been cancelled with no notice or follow-up," Dr Thorburn said.

"The irony is that at Griffith airport terminal check-in there is a Rex sign that says 'The heart of the country'. I'm a cardiologist who looks after hearts in the country."

The community of Griffith has rallied behind Dr Thorburn, with the town's Mayor Mike Neville saying what Rex had done to Dr Thorburn was unbelievable.

"The doctor provides a much-needed service to our town and he has been treated shabbily,'' Mr Neville said.

Infrastructure and Transport Minister Anthony Albanese said passengers were entitled to be treated fairly.

"This means having their complaints dealt with properly,'' Mr Albanese said.


Source: Herald Sun (http://www.heraldsun.com.au/news/national/cardiologists-polite-letter-of-concern-to-rex-airlines-met-with-sarcasm-and-arrogance/story-fndo317g-1226439856332)

[Nigel C]

I wouldn't mind seeing all of the correspondence that was sent between the two parties. Whilst on the outside it appears to have been very poorly handled by Rex, the story is very one-sided.

[David Knudsen]

In a more readable format:

The letter from the Dr to Rex is here (http://www.areanews.com.au/news/local/news/general/dr-thorburns-letter-to-rex/2636417.aspx)

And Rex's response is here (http://www.areanews.com.au/news/local/news/general/rexs-response-to-dr-thorburns-letter/2636419.aspx)

[Jim M]

I have to agree with Nigel. Whilst it appears a certain way,we all need to remember that there are always two sides to every story. I would not pass judgement without hearing both sides.

Jim

[Nigel C]

Thanks David. I'll have a look when I get to work.

[Jim M]

Likewise David,will have a look as soon as I can.

Thanks for posting.

Jim

[Andrew P]

who ever wrote the Rex letter should be looking for a new career ASAP, PR is not his forte

(you just don't write letters like that in the corporate world, even if that is your feelings)

[Mick F]

Absolutely DISGUSTING!!!!!

The treatment of this passenger is nothing short of rubbish.

I have never been a fan of REX, and this just goes to show what I always had the opinion of - second rate, rude and power driven (I should clarify, this is management I'm talking about. The people on the front line are excellent).

Mick

[Bernie P]

After reading the letter (in full of both), I am of the conclusion that a) the Cardiologist is a bafoon, and b) Irwin (if acting like he's stated) is equally as big a bafoon!

In response to the Dr's. correspondence, he (Irwin) should have directed him to the 'Conditions of carriage' that he mentioned in point 3 of the companies reply, thank him for his letter, and outline what the causes of his delay were. Really, nothing further was needed! And, I find it farcical that any companies CEO would instruct a reply of this type knowing that it would only become a PR nightmare, if as in this case, it got out to the media!

The Dr. doesn't go without a comment either, but 'assuming' he's out at Griffith on the Governments time, then any associated costs would be worn by the NSW tax payers... AND, assuming, lets say, he's out there on a pro-bono basis, then why is he claiming cost's? I can only imagine that he is trying to milk it out of REX!

And finally, I think, after flying with them, they are a wonderful regional airline, and I have the privileged of knowing both current and past crew, and they are certainly NOT of the standard of what this letter depicts. They are both professional in nature and excellent representatives of the company!

[David C]

I don't consider the Dr a bafoon , quite the opposite actually , although I do think that Irwin fits that description . Bernie , what would your response had been if you were in the Drs shoes? . It doesn't matter if the affected passengers were Drs , plumbers or whatever, Irwins response was completely uncalled for and unprofessional in the extreme. To make reference to the Drs professional position was childish and immature , and deserves all the criticism it gets . I do agree , however , that the hardworking crew should not be regarded as representative of the inept management.


Dave C

[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? :o

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.

[Rowan McKeever]

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.

[Rob C]

Lost in translation perhaps?

[A McLaughlin]

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...?

[Adam J]

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.

[Rowan McKeever]

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

[Wayne D]

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.

[A McLaughlin]

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

[Bernie P]

And flight crew too!! :D

[Stephen Brown]

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

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