Regional Express (Rex) goes to great length to accommodate the special
requirements of its passengers within the limits of its capability
This document lays down the Terms and Conditions for the carriage of passengers
with special requirements which would include the following:
for Child and Adult and Car Seats
- Carriage of
- Carriage of Musical Instruments
- Carriage of Guide Dogs
1. BOOKING A FLIGHT
If you require special assistance from Rex you must notify us at least 48 hours prior to the planned departure time of the forward travel. If you are unable to provide at least 48 hours notice you may still book your travel, however, Rex cannot guarantee that the resources required will be available and you must plan for this eventuality.
Notification of special requirements must be made at the time of booking be it
through the website or the travel agent. If your special requirements cannot be
catered for through the web site, you must call the Rex Customer Contact Centre
(CCC) on 131713. However, if you call the Rex CCC to request for special needs
which you have omitted to indicate during your internet booking, you will be
charged an administration fee.
If you are wheelchair dependant and arrive at the airport without prior
notification you will only be carried if there is adherence to the earlier
check-in times for wheelchair passengers and there is no negative impact in
achieving an on-time departure.
Otherwise you will be denied boarding and if you choose not to travel at all
then a full refund will be given. If you choose to fly on a later flight, be
aware that upgrade charges may be applicable.
Please note that Rex staff at regional airports may not commence work until 30
minutes prior to the scheduled departure time unless they have been notified
the day before of a special requirement.
you have a wheelchair or similar mobility device you are required to check-in
no later than 60 minutes prior to the scheduled time of flight from a Capital
city airport and 45 minutes from a Regional airport. This is to allow
sufficient time for deactivation of electric mobility devices, transfer to
aisle wheelchairs and pre-boarding.
If you do not observe the earlier check in times you may be refused carriage if you cannot be processed prior to the closure of the flight and your fare will be forfeited as a no-show.
of Wheelchair Passenger
An aisle wheelchair will be provided to assist you to embark and disembark Rex
aircraft. These wheelchairs have been specially designed so that they can be
moved along the aisle of the Saab aircraft.
may provide a friend or assistant as a Passenger Facilitator to assist with the
movement between the wheelchair, the aisle wheelchair and the aircraft seat. If
you cannot provide a Passenger Facilitator (or Companion), Rex staff shall
assist you with this movement. Due to OH&S constrains, you must provide a
Passenger Facilitator if you weigh more than 130kg or be able to assist with
the movement yourself. If you are able to move yourself between chairs and
seats please notify staff on arrival at the airport.
Aircraft Space Availability for Wheelchair
Weight is a very important safety consideration in our aircraft. Our cargo
compartment has only a very limited capacity. If you have a wheelchair you must
notify Rex of the weight of the wheelchair. This notification can be done
during the internet booking process or through the Rex CCC on 13 17 13
(administration fee chargeable).
Rex cannot uplift a chair in excess of 120Kg in weight. Chairs weighing in excess of 120KG may still be carried only if they can be broken down into parts each weighing not more than 120Kg and only if space and weight is available for the uplift.
All wheelchairs must be of the following dimensions, or be capable of being dismantled into pieces not exceeding these dimensions:
Width – 85 cm
Height – 130 cm
Length – 115 cm
is possible that a flight may already be approaching its cargo weight limit by
the time you wish to book. If, when making an internet booking, you are advised
that the flight may not be available, either try to book another flight or call
the Rex CCC on 13 17 13 for assistance.
Stowage of Wheelchair
Your wheelchair will need to be stowed as checked baggage during the flight.
If you have an electric wheel chair, you or your Companion (if you are travelling with one) may be asked by ground staff as to the best method of disabling the chair at the departure port and re-enabling the chair at the destination. In addition, our staff has to ensure that the battery is prepared according to the Dangerous Goods Regulations.
Carriage of Multiple Devices
If you need to carry multiple devices because of your medical condition, for example a wheelchair and oxygen equipment or a wheelchair and a walking frame or bath chair, you will not be charged excess baggage fees for the carriage of these devices. However each of these devices cannot weigh more than 120kg and you need to give at least 48 hours advance notification.
If you wish to carry multiple devices of similar nature, for example two
wheelchairs or two oxygen delivery systems, you will be charged excess baggage
fees for the second and subsequent devices. The second device will not be
guaranteed to be carried in the same aircraft due to weight considerations.
Regional Express will carry a total of two dissimilar mobility aids free of charge. Fees will apply to additional mobility aids.
Rex Passenger Transfer Assistance
Upon disembarking a Rex aircraft, Rex staff will only provide assistance to transfer you to the Rex baggage collection or the nearest taxi stand in the airport terminal. Rex will not be responsible for transfers to other airline counters/lounge and you are advised to make separate arrangements with the connecting airline. Rex may be able to transfer you to its lounge(where available) for you to wait for pick-up from the other airline.
Limitation of Liability
Regional Express will take all reasonable steps to ensure that mobility aids are handled with care and returned in the condition in which it was received. The Company’s liability In respect of loss or damage to mobility aids stowed in the cargo hold is limited to the circumstances and amounts laid down in the applicable law.
Refer to the Regional Express Conditions of Carriage, Condition 2, Limitation of Liability
The carriage of breathing aids must be notified to Rex during booking. If you have a breathing aid and arrive at the airport without prior notification the breathing aid may be denied carriage.
Regional Express permits the carriage of BOC Gases Oxycare Travel Packs (suitable for air transport) and the Air Liquide equivalent aboard their flights. BOC Gases provide "C" size oxygen cylinders and Travel Packs for either hire or purchase. All oxygen cylinders must be contained in the Travel Pack before they can fly. Rex does not provide Travel Packs or Oxygen bottles.
Your physician must complete the Medical Certificate of Fitness to Fly which must be shown to staff during check-in and on board the aircraft. Failure to carry and produce this statement will result in denial of carriage for the equipment.
BOC Gases (1800 050 999) will discuss with you how to operate the oxygen bottle. Your oxygen flow rate should be prescribed by your doctor, as your crew is not responsible for this.
Rex permits the carriage of the following Oxygen Concentrators aboard their
Life Style, AirSep Free Style, Inogen One, SeQual Eclipse, Respironics, and
equipment may be carried and used under the following conditions:
physician must complete the
Medical Certificate for Fitness to Fly which must be shown to
staff during check-in. A copy of the completed form must be given to the Flight
Attendant on board the aircraft for each sector/flight. Failure to carry and
produce this statement will result in denial of carriage for the equipment. In
the event of an emergency, Rex is deemed to be authorized to pass on this form
to any paramedic/emergency services should the need arise.
- Electronic equipment may cause interference with aircraft systems. If such
interference is experienced, the crew will ask you to switch off your unit.
must comply with the following conditions to use the device on board the
You must be
capable of hearing the unit's alarms, seeing the alarm light indicators, and
have the ability to respond to the various caution and warning alarms and alarm
light indicators, or be traveling with someone who is capable of performing
ensure that the portable oxygen concentrator is free of oil, grease or other
petroleum products and is in good condition free from damage or other signs of
excessive wear or abuse;
or salves that are oxygen approved may be used by you when using the portable
oxygen concentrator device;
You must carry
a sufficient number of batteries for the duration of the oxygen use on board
flight including a conservative estimate of any unanticipated delays; and
ensure that all portable oxygen concentrator adheres to Rex's cabin baggage
restrictions. Batteries must be protected from short circuit and damage. When a
battery-powered oxygen concentrator is carried onboard aircraft as carry-on
baggage and is not intended to be used during the flight, the battery must be
removed and packaged separately unless the concentrator contains at least two
effective protective features to prevent accidental operation during transport.
movement on the surface, takeoff, and landing, the unit must be stowed under
the seat in front of you. You must ensure there is sufficient length of hose so
that it does not restrict/obstruct any other passengers.
Breathers and Nebulisers
Easy breathers and nebuliser air pumps (which must be supplied by the
passenger) may be used on Regional Express aircraft to enable a passenger to
obtain relief from asthma, emphysema and other respiratory ailments. Easy
breathers are normally packaged in portable light-weight cases which are
acceptable as cabin baggage.
4. OTHER MEDICAL CONDITIONS INCLUDING INTELLECTUAL DISABILITIES
Passengers with other medical conditions, not listed above, which could
endanger themselves or other passengers during the flight should make their
bookings through the Rex CCC on 131713. Rex may request that passengers have
their physician complete the
Medical Certificate of Fitness to Fly when a passenger:
unstable medical condition,
from an acute illness or infectious disease,
the 36th week of pregnancy or multiple or complicated pregnancy,
Intellectual Disabilities and/or is not able to understand safety briefings and
other instructions, and/or
is required to travel with a Companion due to their condition.
Certificate of Fitness to Fly is to be presented at all check-in and
departure gate. A copy of the completed form is also required to be given to
the Flight Attendant upon boarding for each sector/flight. In the event of an
emergency, Rex is deemed to be authorized to pass on this form to any
paramedic/emergency services should the need arises.
5. PASSENGER FACILITATORS
You may wish to be assisted to/from an aircraft by relatives, friends or other
persons over the age of 15 years who have been trained in assisting you, but
who do not wish to travel. These are referred to as Passenger Facilitators.
Passenger Facilitators do not require a boarding pass as they will not fly in
the aircraft, however they must be escorted at all times by Rex staff when on
the apron or in the aircraft.
When checking in, you should advise Check-in staff if you have a Passenger
Facilitator to assist you board, or if there will be someone at the arrival
port to assist you to disembark.
Passenger Facilitators must identify themselves to Rex staff at an arrival port
so airport staff can escort them to/from and within the aircraft
Companions will be guaranteed the lowest advertised fare excluding Rex-Promo fares (regardless of whether these fares are still available). This requires the booking to be made with the Rex Customer Contact Centre on 13 17 13.
If you require a companion to assist you with the travel, you can request a Companion fare at 13 17 13. However, you must present at check-in a Medical Certificate of Fitness to Fly from your physician.
If you have booked a Companion fare and are not able to produce a Medical Certificate of Fitness to Fly at check-in, the companion will not be entitled to the preferential fare and he/she will be booked at the prevailing lowest available fare class and charged the difference if applicable, excluding any Rex Promo fares regardless of whether such fares are still available.
If you have an Assistance Animal and a Companion, the Companion may elect to sit in the seat reserved for the dog or sit in the single seat across the aisle.
7. ASSISTANCE ANIMALS
Rex allows the carriage of guide dogs and assistance dogs for the hearing or vision impaired in the cabin of our aircraft free of charge. If you require this type of assistance animal to travel in the cabin with you, at least 48 hours notice must be given at the time of booking.
Other assistance animals which provide an actual service to the customer in the cabin such as medical alert dogs, must be approved by the Civil Aviation Safety Authority (CASA) on a case by case basis before we can allow them to travel in the cabin.
The animal must be trained to a level which meets or exceeds the requirements of Assistance Dogs International. In determining the suitability of the training, Rex shall consider the training organisation’s accreditation against the requirements of Section 9 of the Disability Discrimination Act 1992. Assistance animals will only be permitted in the Cabin if they have been trained by an organisation accredited by or affiliated with Assistance Dogs International, Assistance Dogs Australia or which satisfies the requirements of various state legislation and guidelines in training for Public Access.
The animal must have passed a Public Access Test within 12 months prior to the flight date. Proof of the test such as the certificate or a current assistance animal Identity Card must be produced at check-in. Failure to provide the documentation will result in the animal being carried in the cargo hold. In this case the customer may be required to take the animal to Australian Air Express for consignment.
The animal must be suitably harnessed, relieved before boarding and at any intermediate stops. The owner must supply an absorbent mat to prevent soiling of the cabin.
The animal may also travel in the aircraft hold at your request.
All other animals must be consigned as freight or checked-in for carriage in the aircraft hold.
Rex will not be liable for any injury, loss or death of any assistance animal.
8. CHILD AND ADULT HARNESSES AND INFANT CAR SEAT
& Adult Harnesses
Flight reservations requiring the Child or Adult Harness must be booked and paid for a minimum of 72 hours in advance of the flight booking. Passengers requiring the Child or Adult Harness are required to make their booking through the Rex CCC on 131713.
supplies two different harnesses for use by passengers who have no upper body
control, who have muscle weakness handicaps or for passengers with
harness; suitable for weights over 50kg, and a height of at least 122 cm
harness; suitable for weights up to 50kg.
A Companion is required to accompany passengers who require an upper torso
Regional Express does not provide the CARES harness. The Child Aviation Restraint System (CARES) is a harness style restraint suitable for children aged two (2) to four (4) years of age, weighing 10-20kg (22-44lb). The adult accompanying the child is responsible for the fitment of the CARES harness on the aircraft. Due to seating restrictions on the aircraft passengers must inform our staff when checking in if a child is going to be using a CARES harness.
Children over two years of age may also use an infant car seat providing the child is less than 18kg. Refer to Baby on Board for infant car seat requirements and restrictions
Passengers may supply their own infant car seat but it must meet Australian
Standards code AS1754. Only infants with paid seats may travel in an approved
infant car seat.
the seat is manufactured in the USA or Europe, it must have the following
manufacturer's instruction label or leaflet:
restraint is certified for use in motor vehicles and aircraft. This child
restraint conforms to all applicable FMVSS 213 standards on date of
manufacture. Designed for use rear-facing by infants from birth to 20 pounds
and forward-facing by toddlers from 20-40 pounds and the midpoint of whose head
is not above the seat back."
Firearms must be carried in checked-baggage and cannot be carried in the cabin
of an aircraft. Firearms will be returned to you personally by Rex staff at the
Passengers travelling with firearms must notify Rex of the requirement during
When travelling with a firearm, the following requirements must be meet:
The firearm is
to be carried in a locked case or bag
The firearm is
to be unloaded
If a firearm
has a bolt, the bolt is to be removed
No more than 5kg of ammunition (per passenger) is to be carried. Ammunition
must be packed in the manufacturers packaging. AFP Officers and ADF personnel
travelling on duty may carry ammunition in no more than 2 magazines plus boxed
ammunition to a total weight of no more than 5kg. All ammunition must be packed
in a locked bag or case and checked-in for carriage in the baggage compartment.
The firearm and ammunition must be declared at check-in.
A valid firearm/shooters licence must be produced at check-in and at the
destination to collect the firearm. (Police or ADF identification is suitable
when carrying non-private firearms).
Minors carrying firearms must produce their firearms/shooters licence AND must
be accompanied by an adult at check-in and the destination who must also
produce a firearm/shooters licence.
10. CARRIAGE OF MUSICAL INSTRUMENTS
The carriage of cellos and guitars is permitted in the cabin, provided the instrument does not exceed the weight limit of 20kg. All passengers travelling with a cello or guitar are required to purchase a separate seat for the item, which needs to be booked through the Customer Contact Centre at least 48 hours prior to the departure time. Internet only fares (Rex Net, Rex Net Plus, Rex Promo) can be purchased through the CCC subject to booking class availability and adherence to the applicable fare conditions, provided the musical instrument/s and passenger/s are booked within the same booking transaction.
The carriage will be undertaken with the Passenger bearing full liability for all associated risks.
11. WHAT ASSISTANCE WILL NOT BE PROVIDED
Rex will not provide assistance within the cabin for the administration of
medication, consummation of food (apart from opening packets if required) or
toiletry needs apart from assisting passengers to/from the toilet door. Flight
Attendants are not permitted to handle urine-draining equipment.
who require assistance that cannot be provided by Rex must travel with a