Rex Airlines flight cancellations. How to cancel flights and what happens after.

Founded in 2002 with the merging of Hazelton and Kendell Airlines, Rex has grown to become Australia’s largest regional carrier.⁶ It has a fleet of over 100 aircraft which fly to destinations around the country.

If you’ve booked a flight with Rex but your circumstances have changed, you may be looking to cancel the flight and hopefully get a refund. We’re going to walk you through how to do that, including who to contact, which fares are eligible for a refund and what the fees are. We’ll also let you know what the deal is if Rex cancels your flight.

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Rex cancellation policy - Can you cancel flights with Rex?

Keeping things short and sweet, it’s possible to cancel a flight with Rex.¹ Whether you’re entitled to some form of refund or credit depends entirely on your fare rules, but more on that later.

How to cancel flights with Rex

There are two ways to cancel your flight booking with Rex; online or over the phone.⁴

To cancel your booking online you’ll need to go to the Manage Booking section of the Rex website. Make sure you have the booking reference number and first and last name of the passenger handy, as you’ll need these to retrieve the information and make changes.

If you’d rather speak to a customer service agent about the cancellation you can call the Customer Contact Centre on 13 17 13, and provide your booking reference number at the start of the call. There may be admin fees for the customer service agent to help you, so it’s worth checking during the call so you don’t get surprised by an unexpected charge..

Refund of ticket price when you cancel your flight

As mentioned before, whether you’re entitled to a refund and what form that refund takes will depend on your fare rules. Here’s an overview of what’s available to passengers in each fare class.

Current as of 23 October 2023

Fees for cancelling flights with Rex

There aren’t any fees specifically for cancelling a flight, but you may not get a refund or may need to pay a fee to receive the refund.¹

TIckets bought via booking groups or travel agencies

If your ticket was booked via a travel agent or third party website like Expedia or Webjet, you won’t be able to make any changes to your booking using the Rex website.² Instead, you’ll need to reach out to the booker directly and ask them to cancel the flight.

Cancellations of flight by the airline. What happens?

If Rex cancels your flight there’s two options, accept the alternative travel arrangements organised by Rex or ask for a refund.³

Alternative travel arrangements

If your flight is cancelled Rex will attempt to organise an alternative way for you to reach your destination. There are a few different solutions they may offer.

• A seat on another flight, either that day or a different day
• An alternative method of transport to get you to your destination airport, for example buses
• A seat on a flight to the next closest airport that’s serviced by Rex

Refund

If the alternative travel arrangements offered by Rex aren’t acceptable to you or no alternatives were offered, you can request a refund by contacting the Customer Contact Centre or writing to the airline. All unused portions of your ticket will be refunded to the original payment method.

A quick word on flight credits with Rex

For some fares it’s possible to receive your refund in the form of Rex Travel Credits.⁵ These credits are stored in your Rex Travel Bank and can be used in future to make eligible purchases with Rex.

When you want to use your Travel Credit, you need to call the Rex Customer Contact Centre.

What else to keep in mind about flight cancellations with Rex

If you’re thinking about cancelling your flight, keep in mind that your ability to get a refund may be impacted by when you cancel your flight.¹ For example, Flex flights are only eligible for a refund if cancelled more than 60 minutes before departure, while Saver fares must be cancelled prior to the midnight before the flight.

Something else to consider is whether you really need to cancel the flight, or if a change might be better.¹ Most Rex fares allow you to change the date of your flight for free or with a $33 fee, plus the value of the fare difference.

Contacting Rex

If you need to get in contact with Rex regarding your booking you have a few different options.

• Call 13 17 13 within Australia
• Phone +61 2 6393 5550 from abroad
• Message them via the live chat on the Rex website, Facebook or Whatsapp
• Submit a feedback form

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