Rex believes in the provision of sustainable essential regional air services through our commitment to safety, simplicity, reliability and good value. The Rex Customer Charter spells out our service commitment to our passengers which goes beyond our obligations under the Australian Consumer Law.
1. Our Primary Responsibilities Safety is our first priority in all that we do. Sometimes this could mean that we have to disrupt your itinerary to ensure that the safety of passengers and staff is not compromised. After safety, we believe that our primary responsibility to our passengers is reliability. We are committed to having the best on time performance and the lowest cancellation rates possible. In this respect, Rex has over the years consistently achieved industry-leading On Time Performance and the lowest cancellation rates amongst all the major carriers in Australia.
2. Our Airfares Regional aviation is intrinsically less efficient due to poorer economies of scale associated with operating smaller aircraft that are optimised for smaller regional markets. In spite of this, Rex has chosen to keep its fares reasonable as part of our commitment to good value. At the same time, the need to have a sustainable service means that our fares should also provide us with a reasonable return on capital.
3. Your Rights and Responsibilities Rex is committed to flying our passengers to their destination in a safe, reliable and affordable manner. While Rex has one of the best track records in safety and reliability, unforeseen disruptions can occasionally occur in air travel. It is important to understand what Rex can and cannot do when things do not go according to plan. This is clearly spelt out in our Conditions of Carriage and forms part of our mutual contractual obligations when you purchase a Rex ticket. These Conditions of Carriage are subject to the consumer guarantees set out in the Australian Consumer Law.
4. Special Requirements Passengers should make any special requirements known at the time of booking (a service fee may be applicable for some special requirements) as part of the online booking process. It is also possible to add any special requirements online after a booking has been made. Alternatively, passengers can call our Customer Contact Centre to arrange for special requirements up to 48 hours before departure, however this will incur an administrative fee for the manual processing of your request.
5. Privacy We understand the importance of our passengers privacy and as such we respect your personal information. Rex complies with the Australian Privacy laws. Please view our privacy policy to see how we will handle your personal information.
6. Preserving the Environment We are committed to minimising our impact on the environment and supporting sustainable aviation practices where possible. We understand the importance of supporting the principles of environmental sustainability and applying such principles and practices to our everyday functions through the Rex Group Environmental Management Program that can be viewed here. Certain on-board offerings have been modified for environmental purposes, like limiting the use of Single Use Plastics.
7. Customer Feedback All feedback, including compliments and suggestions for improvements, can be submitted through our website here. Please allow up to 20 business days for us to respond. Additional time may be required for more complex issues.
R.O.365/040825