Rex believes in the provision of sustainable essential regional air services through our commitment to simplicity, efficiency and good value.
The Rex Customer Charter spells out our service commitment to our passengers.
1. Our Primary Responsibilities
Safety is our first priority in all we do. Sometimes this could mean that we have to disrupt your itinerary to ensure that safety is not compromised.
After Safety, we believe that our primary responsibility to you is reliability. We are committed to having the best on-time performance and the lowest cancellation rates possible. In this respect, Rex has 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 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.
However the need to have a sustainable service means that our fares should also provide us with a reasonable return on capital. Therefore you should not expect our fares to be as low as what Low Cost Carriers can provide flying much larger aircraft.
3. Your Rights and Responsibilities
Rex's commitment to efficiency and good value means that we adopt a trade-off between airfares that are reasonably priced and the extent to which we will offer perks and compensations that may have been traditionally taken for granted.
It is very important that our customers are aware of what we will and will not do when things do go wrong and not according to plan. This is clearly spelt out in a document called Conditions of Carriage and forms part of our mutual contractual obligations when you purchase a ticket with us.
4. When Things Go Wrong
Even though Rex is the most reliable airline in Australia, it is inevitable that sometimes things will go wrong with your flight. We will explain below what we will do in such situations which is in line with the stated Conditions of Carriage:
Schedule Change - Occasionally we will need to reschedule your flight and we will always inform you at least 48 hours in advance. Should the rescheduled arrangements not be suitable, you may choose an alternate flight, or put your booking into credit or get a full refund.
Flight Delays/Cancellations - We understand that flight disruptions cause inconvenience, however some situations are beyond our control; bad weather, airport congestion and technical problems are just some of the elements that can cause delays and cancellations.
For known delays of more than 60 minutes, we will endeavour to contact you by text message in advance. Rex also has automated systems through our Customer Contact Centre 13 17 13 and our web site here where the latest delay status can be automatically tracked.
For delays within our control of more than 90 minutes, Rex will serve light refreshments where the location permits.
Airport Closures and Diversions - Sometimes the weather could force our aircraft to divert to an alternative airport and Rex will try its best to arrange for alternative transport to get you to your destination. If the diversion to an alternative airport is known before departure, you will be given the choice of a full refund or accepting the alternative arrangement.
Offloads – Baggage - Our standard checked baggage allowance is 15kg [23kg for Rex Flex (Y class) passengers for departures on/after 1 May 2016], with 20kg permitted for international connecting passengers. In some instances, due to factors such as weather and increased fuel requirements, the maximum capacity on a flight could be reduced and it may become necessary to offload baggage.
In such a situation, all baggage that exceeds the standard checked baggage allowance will be offloaded first. If that is not sufficient, volunteers will be sought; failing this the necessary offloads will be carried out in the most expedient manner. We will try our best to inform you if your baggage is affected and allow you the opportunity to remove any important contents from your bag.
Off-loaded baggage will be transported on the next available flight and, with the exception of excess baggage, will be delivered to you. If your baggage (with exception of excess baggage) is delayed for more than 24 hours, we will reimburse you for basic comfort items up to the value of AUD50.
Offloads – Passengers - Rex does not overbook. However due to capacity limitations, there could be rare occasions when passengers may need to be offloaded. Volunteers will be re-accommodated on the next available Rex flight and given a one-way flight voucher as compensation. Where volunteers cannot be found, the Company will decide on the passenger(s) to be offloaded.
5. Rex's Liability When Things Go Wrong
Rex's liability when things go wrong is clearly spelt out in the Conditions of Carriage. Generally, Rex views its obligation as getting you to your destination or giving you a full refund if we cannot do so. This comes back to the importance of efficiency and simplicity in the interest of the provision of sustainable air services.
With smaller aircraft and thin operating margins it is not viable to provide compensation for consequential losses like accommodation or missed connecting flights. We are of the view that these consequential losses are easily insurable and you should purchase adequate travel insurance if you want to be protected from such risks.
6. Special Requirements
If you have any special requirements, you should make it known at time of booking or later through our Customer Contact Centre. Most special requirements can be booked online (a service fee may be applicable for some special requirements) as part of the online integrated booking process. Adding such requirements to your reservation at a later time will incur an administrative fee for the manual processing of your request.
8. Preserving the Environment
We are committed to preserving the environment to the measure of our capabilities and we have undertaken initiatives in response to the Energy Efficient Opportunities Program. We understand the importance of supporting the principles of environmental sustainability and applying such principles and practices to our every day functions through our Group Environmental Management Program that can be viewed here.
9. Hearing From You
All feedback, including compliments and suggestions for improvements, can be lodged through our website here. Please allow up to 15 business days for us to respond. More time may be required for more complex issues.
Should you not be satisfied with the response, you may write to our Chairman who commits to personally reviewing your case: email@example.com
10. The Airline Customer Advocate (ACA)
Should you still feel that you are not satisfied with our responses to your complaint, you can request us to make a review of the decision. If after the review you are still not satisfied, you may write to the Airline Customer Advocate (ACA). The ACA is a national body whose charter is to facilitate, the efficient resolution of complaints that have not been able to be resolved by direct communication between the Customer and the Airline.
You can contact the Airline Customer Advocate here.