FEEDBACK & REQUESTS

Browse our frequently asked questions or get in touch with us via our feedback form.

For enquiries related to flight bookings, please call our team at the Customer Contact Centre on 13 17 13.

You can also amend your booking online at Manage Booking.

*Feedback Type:

Note: we are currently experiencing a high volume of requests. Turnaround times may be impacted by the volume of requests received. We will endeavour to respond to your feedback within 20 business days. Please call Rex on 13 17 13 for booking related enquiries.

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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

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Request for Travel Itinerary/Invoice

Insurance Letter

Refund Requests

Special Requirements/Assistance

Ticket Extension

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*Name

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Address

Rex Flyer Number

Rex Flyer Status

*Origin Port

Destination Port

Flight No

Booking Reference

Ticket Number/s for all passengers

Travel Date

*Invalid

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

*Feedback/ Enquiry/ Further details

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.
*Please Attach File With Valid Format
*File size too large

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.

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

Login

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

Request for Travel Itinerary/Invoice

Insurance Letter

Refund Requests

Special Requirements/Assistance

COVID-19 Place booking on hold (credit)

COVID-19: Refund request

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