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  General
  What amendments can I make to my booking online?
  I am unable to travel and would like to transfer the ticket to my wife.
Can I amend the name online?
  How can I change my origin and destination online?
  Is it cheaper for me to amend my booking by calling the Customer
Contact Centre?
  Can I amend for one passenger if the booking has got two passengers travelling?
     
  Technical
  When I retrieve my booking, it goes to blank page?
  My internet will not allow me to change the flight dates. Why is this?
  Why didn’t I receive a confirmation and tax invoice via email?
  If I couldn't make my amendments online and call the Customer Contact Centre, am I entitled to the discounted admin fee?
     
  Processes
  Will I receive a new itinerary and an updated Tax Invoice?
  Why can’t I open my tax invoice & itinerary?
  How long does it take for my refund to be processed?
     

  GENERAL

What amendments can I make to my booking online?

Currently, there are three features available for the initial release.

Amend Flight Date & Time

You can amend your flight date & time if it is processed within the stipulated time frame as stated by the fare rules of your ticket.

In the event that your fare category is not available, you will have to pay the fare differential to access to the next best fare.

For Rex Flex & Rex Biz, these changes can be done at no charge. For all other fare types (Rex Saver, Net, Senior & Child), each change will be charged an admin fee. Currently there is a 25% discount on the admin fee that is being charged at the Customer Contact Centre if amendment is done online.

Cancel Flight for Future Use

All bookings can be cancelled for future use if it is processed within the stipulated time frame as stated by the fare rules of your ticket.

For Rex Flex & Rex Biz, your ticket can be cancelled for future use at no charge but travel must be completed within one year from the original ticket issue date.

For all other fare types (Rex Saver, Net, Senior & Child), each cancellation will be charged an admin fee. Currently there is a 25% discount on the admin fee that is being charged at the Customer Contact Centre if amendment is done online.

Cancel and Refund

This feature is only available for Rex Flex & Rex Biz bookings. Your ticket will be cancelled and the full fare refunded if it is processed within the stipulated time frame as stated by the fare rules of your ticket.

There is no charge for Rex Flex fares to cancel and refund but there is an admin fee for Rex Biz. Currently there is a 25% discount on the admin fee that is being charged at the Customer Contact Centre if amendment is done online.

 

I am unable to travel and would like to transfer the ticket to my wife. Can I amend the name online?

This feature will be available soon. In the meantime, you may request for a name change via the Customer Contact Centre on 13 17 13. As your ticket will need to be reissued in a new name, charges will apply. However, if you hold a Rex Net fare, name changes are not permitted.

How can I change my origin and destination online?

This is not permitted across all fare types.


Is it cheaper for me to amend my booking by calling the Customer Contact Centre?
No, it is not. Currently you save 25% off the admin fee charged by the Customer Contact Centre when you make amendments online. The discount admin fee is only applicable if the amendment is made online. If the online feature does not work due to technical difficulties experienced on your own computer, the full admin fee applies when made through the Customer Contact Centre.


Can I amend for one passenger if the booking has got two passengers travelling?


Yes, you may. There will be a new itinerary issued for the amended booking and the other passenger will retain the old booking reference and itinerary.


 

TECHNICAL

When I retrieve my booking, it goes to blank page?

Zone alarm firewall soft might cause it. Please check with your service provider.

My internet will not allow me to change the flight dates. Why is this?

The pop-up blocker on your web browser may be enabled which prevents you from previewing the calendar.

For Internet Explorer, go to Tools > Internet Options > Privacy > Pop-up Blocker.
Uncheck the Block Pop-ups box.

For Firefox, go to Tools > Options > Content.
Uncheck the Block Popup Windows box.

For Opera, go to Tools > Preferences > General.
Under Choose how you want to handle pop-ups, select Open All Pop-ups or Open Pop-ups in Background.

Google

Yahoo

Why didn’t I receive a confirmation and tax invoice via email?

Your spam email filter may have blocked the email. Please check with your service provider.

If I couldn't make my amendments online and call the Customer Contact Centre, am I entitled to the discounted admin fee?

We are only offering a promotional rate for all amendments successfully made online. This promotional rate will not be applicable if your online transaction is not successful for whatever reason and you will have to pay the full rate for changes made through the call centre. Please keep on trying if you encounter any error online.


 

PROCESSES

Will I receive a new itinerary and an updated Tax Invoice?

Yes, you will. You will also have the option of sending the documents to another email address that may be different from the original email that you initially booked under. Please note that charges will apply for any additional tax invoice required.

 

Why can’t I open my tax invoice & itinerary?

You are probably using an older version of Acrobat Reader (4.0 and below). Please install latest version to view your documents. Get free download here.

How long does it take for my refund to be processed?

Your refund will be processed with your nominated credit card facility within 48 hours.




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