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REX BOOKING CHANGES AND REFUNDS POLICY (COVID-19)

THE COVID-19 CRISIS IS A FORCE MAJEURE SITUATION AND REX'S OBLIGATIONS OUTLINED IN THE CONDITIONS OF CARRIAGE AND IN THE FARE RULES ARE NO LONGER ALL VALID. SERVICES ARE ON A BEST EFFORTS BASIS AND ONLY FLIGHT CREDIT WILL BE GIVEN FOR CANCELLED FLIGHTS. REX WILL UPDATE WHEN THE FORCE MAJEURE CONDITION NO LONGER PREVAILS.

Rex customers with travel up until 30 June 2020 have the option of placing the ticket value in credit. Rex will waive the change fees however payment of any fare differential or applicable taxes may be required upon rebooking. The credit must be used for travel within 12 months of the date of the original ticket issue and for travel anywhere in the Rex Network. Rex will permit one change per booking.

For changes to travel booked through a travel agent, please contact your travel agent directly.

Note: Our Customer Contact Centre is currently experiencing a high volume of calls. Please only call us if you are booked to travel within the next 5 days. If your scheduled departure is in more than 5 days’ time, please call closer to your travel date.

Alternatively, please try amending your booking via the amend bookings section of our website here, or write to us via our feedback form, here.

If your travel plans are impacted by a schedule change, Rex will be in touch with you.


YOUR WELLBEING AND SAFETY

The comfort, safety and wellbeing of our passengers and employees remain our utmost priority. In response to COVID-19, Rex is continually monitoring advice of authorities and has implemented additional precautionary defences in accordance with official recommendations. We communicate regularly with our Rex Team to ensure we all comply with National and World Health Advisories.

COVID-19 Body Temperature Testing
Whilst all relevant health authorities are doing as much as possible to reduce the spread of COVID-19, Rex is taking a proactive and unprecedented measure in an attempt to help diminish the spread of COVID-19 and ensure the wellbeing of all Rex passengers, Crew and Staff. We understand that some passengers may object to this measure, however we implore everyone to understand that it is in your best interest and that of fellow passengers and Rex reserves the right to deny travel to passengers who do not comply with body temperature testing. Aircraft are not incubators of COVID-19, people are. Rex aircraft are thoroughly cleaned before and after each service and this additional precaution will protect you, other passengers, crew and the broader community.

Aircraft Cleaning
Whilst we maintain a high degree of cleanliness on-board our aircraft at all times, we have increased our existing aircraft cleaning procedures which includes:

  • Enhanced cleaning of the aircraft cabin, service equipment and flight deck
  • Extended cleaning of the cabin during all aircraft turnarounds
  • The use of a broad spectrum disinfectant cleaner which kills 99.99% of bacteria, viruses (including Coronaviruses), fungi and mycobacteria (approved for use on aircraft)

Air Filtration On-board
Our fleet of SAAB 340 aircraft are fitted with High Efficiency Particle Air (HEPA) filters, which perform similarly to those used to keep the air clean in hospital operating rooms, and are the best available technology for filtering the air on-board aircraft. Test results prove that HEPA filters have a high level of microbial removal efficacy in aircraft cabin air filters; this means that the air quality on the aircraft is essentially sterile and particle free.

Seating
Where possible, check-in will endeavour to allocate alternating occupied and unoccupied seats (unless passengers are travelling together).

Additional
   • We have removed the on-board pillows and blankets until further notice
   • Flight Attendants are wearing latex gloves for most of the service and our cabin crew may choose to wear a face mask

Hand Sanitiser
You may bring your own hand sanitiser when you travel, or you can utilise our on-board supplies located in the toilet. Hand sanitiser is considered a toiletry item, and is permitted to be carried in carry-on luggage and/or checked baggage in restricted quantities*.

* Restrictions:
Please note the following limitations apply to the carriage of toiletries (these restrictions are set by Civil Aviation Safety Regulations):

  • No more than 500g/500ml per individual item
  • All items together must not total more than 2kg/2L
  • Aerosol nozzles must be protected, e.g. protective cap


REX TRAVEL INSURANCE

Please refer to the link here.


Note: Rex has discretionary powers to deny carriage to any persons deemed unsuitable for travel.

To view information from the Australian Government, click here.

 

 

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