Rex: Regional Express Airlines
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03/04/24,around 12 pm, Courtney Moult, a representative from REX airline, declined to assist us, citing that the reception area is reserved for business class passengers, despite no one being in front of her awaiting check-in. However, there was no signage present to communicate this policy (photo attached for reference). This conduct falls short of the expected standards of customer service, indicating a lack of suitability for a front department position due to apparent laziness and a failure to grasp job duties adequately. After completing the check-in process, I returned to the reception to request an orange tag for our luggage. Additionally, her supervisor, Rachael Muir, demonstrated similar behavior by initially refusing to provide the orange tag until I requested to review the written terms and conditions. It is disappointing that someone with Ms. Muir's extensive experience with Qantas and other airlines would exhibit such behavior. It is evident that all staff members, regardless of seniority, at REX in Coolangatta Airport failed to maintain professional conduct and uphold clear communication standards, thereby compromising positive customer experiences.