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Help Centre
Feedback/Request Form

Feedback/Request Form

Customer Advisory: We currently experiencing a high volume of requests.

Please note that turnaround times may be impacted by the volume of requests received. There is no need to submit multiple requests; our team is working hard to attend to every feedback by date of travel.

Thank you for your understanding.

*Feedback Type:

Compliment
Complaint
Enquiry
Request

Please select

Request for Travel Itinerary/Invoice
Information on Flight Schedule, Fare Rules, Conditions of Carriage
Flight Cancellation/Disruption Information
Travel Insurance Information
Sponsorship
Damaged or Lost Baggage Claims
Baggage Allowance
Compassionate Requests
Ticket Extension
Other

Please select

Request for Travel Itinerary/Invoice
Insurance Letter
Refund Requests
Special Requirements/Assistance
Ticket Extension

*Category

*Name

*Email

Additional Email

Phone

Additional Phone

Address

*Origin Port

Destination Port

Flight No

Booking Reference

Ticket Number/s for all passengers

Travel Date

Does your refund application apply to all sectors in your itinerary (if applicable)?

*Would you like a response?

*Feedback/ Enquiry/ Further details

Desired outcome

To provide supporting documentation, you may:

Fax it to 02 9023 3599, clearly labelled with your Reference Number (which will be given to you after you submit your form).
Click on browse and attach a file from your computer

Attach supporting document (doc, rtf and pdf format only). Max size 4 MB each.

Request for Travel Itinerary/Invoice

Please contact your booking agent (e.g. travel agent, Webjet, Expedia etc) if you did not purchase your ticket through the Rex website (www.rex.com.au), the Rex Customer Contact Centre, or a Rex airport agent.

For bookings made directly through Rex, your itinerary/invoice was emailed to you on purchase. If you have not received your itinerary/invoice, please check your junk email or call the Customer Contact Centre on 13 17 13.

Information on Flight Schedule, Fare Rules, Conditions of Carriage

General Information on: Flight Schedule, Fare Rules, Conditions of Carriage can all be obtained by clicking on the relevant links.

We will not respond to your enquiry if the information is available on the above links.

Flight Cancellation/Disruption Information

For the Flight Disruptions and Cancellation forecast for today and tomorrow click here.

The Conditions of Carriage exclude compensation for consequential damages arising from disruptions. Rex strongly advises its customers to take the appropriate travel insurance to cover these eventualities.

We are unable to assist if travel insurance was not purchased.

Our Conditions of Carriage may be viewed here.

Please visit our Flight Disruptions FAQs for more information here

Travel Insurance Information

All general information related to travel insurance can be found here.

You are not required to request an insurance letter if your claim is lodged with Chubb Insurance (Rex Trip Protect only).

Insurance letters will incur a $55.00 administration fee to search our records and issue the letter.

Sponsorship

Rex regrets to advise that we are not currently accepting sponsorship applications due to the current environment.

For further information, please email sponsorships@rex.com.au.

Damaged or Lost Baggage Claims

Claims for baggage damaged or lost due to negligence on the part of Rex, must meet the following conditions to be accepted:

  - Must be filed and reported within 3 days of the flight arrival at the destination.
  - Must be submitted at the destination airport, using forms provided by Rex.
   - The damaged baggage must be sighted with the thermal baggage tag still attached by a Rex staff member.

The claim will not be approved if it is reported after 3 days or if the damage is deemed not to be due to negligence by Rex.

Cancellation and Luggage insurance which covers some travel related risks is available while booking your flight online.

Prior to making a claim please review our Limitations of Liability and our standard Conditions of Carriage on our website.

Baggage Allowance

Carry-on baggage

Routes	Fare Type	Carry-on baggage
All regional services	All fares	7kg
All domestic services	Promo and Saver fares	7kg
	Flex	10kg
	Biz Saver	10kg
	Biz & Biz Plus	15kg*

* no one piece may weight more than 10kg

Checked baggage

Routes	Fare Type	Checked baggage
All regional services	Community, Promo, Saver	15kg
All regional services	Flex	23kg
All domestic services	Promo, Saver & Flex	23kg
All domestic services	Biz Saver, Biz and Biz Plus	32kg

Passenger connecting between more than one Rex flight entitled to the higher of the two checked baggage allowances, providing all flights are in the same booking (one booking reference). Strict dimension limitations apply to regional flights.

Additional checked baggage may be purchased,

An excess baggage fee of $5.50/kg applies for additional weight over the baggage allowance presented at the airport.

For more baggage dimensions and more information, please visit Baggage Allowance.

Compassionate Requests

Your booking is subject to our Conditions of Carriage and Fare Rules.

If you experience an unforeseen event affecting your booking, please seek advice from your travel insurance provider.

Rex also considers compassionate requests on a case-by-case basis.

For requests made to Rex, supporting documentation (e.g. medical certificate) must be provided.

Request for Travel Itinerary/Invoice

Insurance Letter

All general information related to travel insurance can be found here.

You are not required to request an insurance letter if your claim is lodged with Chubb Insurance (Rex Trip Protect only). Chubb will request this from Rex.

Insurance letters will incur a $55.00 administration fee to search our records and issue the letter.

Refund Requests

Requests for tickets and other Rex services (e.g. Pre-purchase baggage) refunds are subject to the Fare Rules applicable to the category of ticket purchased and the relevant Terms & Conditions. Nothing in these Fare Rules and Terms & Conditions will affect consumer rights as defined in the Australian Consumer Law (ACL). Non-refundable clauses do not apply in circumstances where the consumer is entitled to a refund under the ACL or the Rex COVID Refund Guarantee.

Special Requirements/Assistance

If you require assistance with moving around the airport terminal or boarding the plane, for example, require a wheelchair or have small children, please ensure you pre-book this under the special requirements section when booking online or through your travel agent. Adding this to your booking later will incur admin charges of $22.00 per person per sector if done through the Customer Contact Centre. Rex should be notified at least 48 hours before you are due to fly and it is suggested to remind the Customer Service Officer upon check-in that you have pre-booked this service.

Please refer to Rex's Disability Access Facilitation Plan for further information.

For further information regarding particular special requirements, please carefully refer to our Special Requirements Terms and Conditions and our Disability Access Facilitation Plan.

COVID-19 Place booking on hold (credit)

If you’ve been impacted by COVID-19, you can place any unused sectors into credit which means the ticket is on hold for future use, for free.

Please note that payment of any fare upgrade or applicable taxes may be required if the same fare level is unavailable upon rebooking.

The credit must be used, and travel completed within 12 months of the date of the original ticket issue.

All passengers on the same ticket will need to have their flights placed on credit for the sector. You cannot have half the party travelling and the other half placed on credit. If this is not suitable, you should cancel for a full refund and rebook.

You may be able to place your booking in credit via the COVID RELATED CANCELLATIONS AND REFUNDS page of our website.

Note that if it is past the date of travel or you have paid for your ticket using PayPal, please continue to submit your request in writing via this feedback form.

Apply for credit online

Submit request in writing

COVID-19: Refund request

All bookings on Rex’s network come with our unique COVID refund guarantee for customers whose flights are directly impacted by COVID-related border closures and lockdowns, even if Rex’s flights operate as scheduled.

We will refund all unused sectors in the booking for all passengers in the ticket. If some passengers still want to travel, they should book a new ticket.

Refunds are processed to the original payment method.

You may be able to request a refund via the COVID RELATED CANCELLATIONS AND REFUNDS page of our website. If you are unable to do so, please continue to submit your request in writing via the feedback form.

Note that if it is past the date of travel or you have paid for your ticket using PayPal, please continue to submit your request in writing via this feedback form.

Travel Agent Bookings:

If you did not book directly with Rex and have booked via a travel agent or travel manager (Travel Management Company), such as Webjet, Expedia, Flight Centre, etc, you must request a refund using the COVID-19: Travel Agent booking refund request form above. You will need to then contact your travel agent to have the refund actioned.

Apply for refund online

Submit request in writing

COVID-19: Travel Agent booking refund request (not booked directly with Rex)

All bookings on Rex’s network come with our unique COVID refund guarantee for customers whose flights are directly impacted by COVID-related border closures and lockdowns, even if Rex’s flights operate as scheduled.

If you did not book directly with Rex and have booked via a travel agent or travel manager (Travel Management Company), such as Expedia or My Trip etc. you must contact your travel agent to have the refund actioned.

If an approval code is required, you may refer your Travel Agent to the Rex Commercial Policy, or write to us using the below form.

Apply for refund

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