A MISTAKE in the Regional Express (REX) customer service centre and a delay in the airline being informed of Codee Holmes’ disability have been cited as the reasons the young Bathurst girl was left grounded in Sydney after a recent hospital visit.

The Advocate reported yesterday that Codee, 8, was told she would not be able to board a commercial flight back to Bathurst several days after she had been airlifted to Randwick Children’s Hospital for treatment on a dislocated hip.

REX network strategy general manager Warrick Lodge yesterday apologised for the incident, but said airline regulations meant it was not possible for them to carry Codee on the scheduled flight.

Mr Lodge said that while Codee’s flight had been booked through a Dubbo travel agency two days prior to departure, the agency only notified REX of Codee’s special needs about three hours before take-off.

And it was only after the REX customer contact centre operator had finished taking Codee’s details that they realised the flight to Bathurst was an Air Link service, rather than REX service. Air Link is a wholly-owned subsidiary of REX which operates out of Dubbo. The service runs small 19-seater planes which Mr Lodge said were simply unable to carry passengers with special needs, such as Codee.

“The small 19-seat aircraft have no flight attendants, which can create problems in an emergency, and there is only a small aisle between the two rows of seats so we can’t fit a passenger moving device down the centre,” he said.

Mr Lodge said had Codee been booked on to a REX flight, she would have been able to board one of their larger Saab-340 planes. “We do our best to carry as many passengers as possible and REX carries hundreds of special needs customers every week,” he said.

Mr Lodge said airline regulations meant it would not have been possible for Mrs Holmes to carry her 18kg daughter on to the flight as a mother might carry a toddler. He accepted the REX customer contact centre operator had made a mistake by not immediately realising Codee had been booked on an Air Link flight rather than REX, but said the drama could have been avoided had the travel agent contacted them sooner.

“I do sincerely apologise for the disruption that was caused,” Mr Lodge said. “I am disappointed this has happened and that it all stemmed from us only being made aware of the special circumstances about lunchtime on the day of departure. As part of our policy we ask to be given 48 hours’ notice of passengers with special needs.” Had they been notified earlier, Mr Lodge said REX may have been able to make alternative arrangements to carry Codee.