Rex Airport Services Manual

BAGGAGE

Table of Contents

Airport ServicesManual

RO.ASM.0101

Approved by the National Airports Manager

Chapter 6 Page i

6 Baggage ........................................................................................................... 1

6.1 Baggage Definition .................................................................................................... 1

6.2 Baggage Scale Calibration ....................................................................................... 1

6.3 Baggage Allowances Overview ................................................................................ 2

6.3.1 Passengers Connecting Between Rex Regional to/from Rex Domestic ......... 2

6.3.2 Checked Baggage ................................................................................................ 2

6.4 Baggage Allowance Rex Regional (Saab 340) ........................................................ 4

6.4.1 Booking an Extra Seat for Additional Baggage Allowance (Saab 340 only) .. 5

6.4.2 Customers Booked on Flex Fares ...................................................................... 6

6.4.3 Special Acceptance .............................................................................................. 6

6.4.4 International Passenger Baggage Allowance .................................................... 7

6.4.5 Whole of Australian Government (WoAG) Baggage Policy ............................. 7

6.4.6 SES Personnel ...................................................................................................... 7

6.5 Baggage Allowance Rex Domestic (Boeing 737-800) ............................................ 8

6.5.1 Special Acceptance .............................................................................................. 9

6.6 Recording of Checked Baggage Weights ............................................................. 11

6.7 Baggage Pooling ..................................................................................................... 11

6.8 Through Check Baggage ........................................................................................ 12

6.9 Maximum Size and Weight of Baggage that is Accepted at Customer Terminals . ................................................................................................................................... 13

6.10 Oversize Baggage ................................................................................................... 13

6.11 Sporting Equipment ................................................................................................ 14

6.11.1 Golfing Equipment ............................................................................................. 14

6.11.2 Surfboards .......................................................................................................... 14

6.11.3 Bicycles (Non Motorised, Single Seat) ............................................................. 14

6.11.4 Other Sporting Equipment ................................................................................ 15

6.12 Excess Baggage ...................................................................................................... 16

6.12.1 Baggage Tolerance (Regional Flights only) .................................................... 16

6.12.2 Excess Baggage Rates ...................................................................................... 16Excess Baggage and GST .......................................................................................... 17

6.12.3 Excess Baggage Limit ....................................................................................... 17

6.12.4 Accepted Forms of Payment for Excess Baggage Charges .......................... 17Booking/Services Surcharge on Excess Baggage ...................................................... 17

6.12.5 Waiver of Excess Baggage Charges ................................................................ 18Qantas Defence Force Prepaid Excess Baggage ....................................................... 19

6.12.6 Priority Baggage ................................................................................................. 20

6.12.7 Items Not Accepted for Check-in ...................................................................... 21

6.12.8 Octopus Straps ................................................................................................... 21

6.12.9 Heavy Baggage ................................................................................................... 23

6.13 Cabin Baggage ........................................................................................................ 24

6.13.1 Cabin Baggage Allowance ................................................................................ 24

6.13.2 Television Cameras ............................................................................................ 26

6.13.3 Lithium Ion or Lithium Metal Batteries ............................................................. 26

6.13.4 Carriage of a Cello/Guitar .................................................................................. 26Conditions: ............................................................................................................. 27

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6.13.5 Laptop Computer Policy .................................................................................... 27

6.13.6 Prohibited Items ................................................................................................. 27

6.13.7 Cabin Baggage Test Modules ........................................................................... 27

6.14 Baggage Labelling ................................................................................................... 28

6.14.1 Automated Destination Tags ............................................................................. 28Single Flight/Destination Tag ....................................................................................... 29Two to Four Flights/Destination Tags .......................................................................... 30Combination Tags (Two thermal tags) ......................................................................... 31Limited Release Tag - Conditional Acceptance ........................................................... 31

6.14.2 Manual Destination Tag ..................................................................................... 33

6.14.3 Tranship Baggage Tag ....................................................................................... 33

6.14.4 Orange Hand Luggage Tag ................................................................................ 34Safe Hand Baggage (Saab 340 only) .......................................................................... 34Check-in process ......................................................................................................... 35Safe Hand Baggage Loading ....................................................................................... 36Orange Tagged Hand Luggage Bags .......................................................................... 36Refunds ....................................................................................................................... 36

6.14.5 Rush Baggage Tag ............................................................................................. 37

6.14.6 Heavy Baggage Tag ........................................................................................... 39

6.14.7 Fragile Baggage Tag .......................................................................................... 40

6.14.8 Standby Baggage Tag ........................................................................................ 41

6.14.9 Baggage Name Tags .......................................................................................... 42

6.14.10 Crew Baggage Tag ............................................................................................. 42

6.14.11 Early Check-in Tag ............................................................................................. 43

6.14.12 Priority Baggage Tag ......................................................................................... 43

6.15 Baggage Acceptance .............................................................................................. 44

6.15.1 Process for Baggage Acceptance at Normal Baggage Check-in Locations 44Self-Serve Bag Drop Facilities ..................................................................................... 44Hidden Dangerous Goods ........................................................................................... 44Customer Personally Presents Baggage ..................................................................... 45Check-in Questions ..................................................................................................... 45Check Suitability of Baggage Items ............................................................................. 46Remove Old Labels ..................................................................................................... 46Excess Baggage .......................................................................................................... 46Expose Destination Tag ............................................................................................... 47Verbally Confirm Baggage Destination ........................................................................ 47How Far Can the Baggage be Checked? .................................................................... 47Baggage on the Same Flight as the Customer ............................................................ 47Baggage Weight .......................................................................................................... 47

6.16 Baggage Security .................................................................................................... 49

6.16.1 Checked Baggage Screening (CBS) ................................................................. 49

6.16.2 Protection for Checked Baggage ...................................................................... 49

6.16.3 Checked Baggage Procedures .......................................................................... 49

6.16.4 Baggage Make-up Area ...................................................................................... 49

6.16.5 Standby Baggage Uplift ..................................................................................... 50

6.16.6 Baggage Uplift on Alternative Flights .............................................................. 50Common Interest Groups ............................................................................................ 50Operational Disruptions ............................................................................................... 50

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Standby and Last Minute Check-in Baggage (LMC) ................................................... 50Unaccompanied Carriage ............................................................................................ 50

6.16.7 Domestic Transfer Baggage .............................................................................. 51

6.16.8 Security Confiscated Articles ........................................................................... 51

6.17 Checked Baggage ................................................................................................... 52

6.17.1 Procedures to Ensure that Transported Checked Baggage Belongs to a Passenger on that Flight 52

6.17.2 Details of Passenger Manifest .......................................................................... 52

6.17.3 Baggage Offload for Fail to Board Passengers ............................................... 52

6.18 Clearing Offloaded Checked Baggage .................................................................. 53Screened Airport .................................................................................................... 54Non-Screened Airport ............................................................................................ 54

6.18.1 Unaccompanied Baggage ................................................................................. 54Mishandled Baggage ................................................................................................... 55Rush Baggage ............................................................................................................. 55Baggage and Customer Offload Flowchart ................................................................. 55

6.19 Special Acceptance ................................................................................................. 56

6.19.1 NOTOC ................................................................................................................ 56

6.19.2 NOTOC Documentation ..................................................................................... 56

6.19.3 Carriage of Dangerous Goods by Law Enforcement Agencies ..................... 57

6.19.4 Acceptance of Animals ...................................................................................... 58Carriage of Greyhounds .............................................................................................. 59Carriage of Animals - Queensland .............................................................................. 59Transport of Dogs to Tasmania ................................................................................... 59Domestic Animal Container Requirements ................................................................. 60

Domestic Animal Container Specifications ............................................................ 60Staff Responsibilities ................................................................................................... 61Carriage of Live Fish ................................................................................................... 61Carriage of Seafood .................................................................................................... 61

6.19.5 Acceptance of Electronic Devices .................................................................... 62

6.19.6 Cartons Accepted as Checked Baggage ......................................................... 63

6.19.7 Carriage of Duty Free Items .............................................................................. 63

6.19.8 Acceptance of Fragile/Perishable Items .......................................................... 63

6.19.9 Acceptance of Dry Ice ........................................................................................ 63

6.19.10 Dangerous Goods .............................................................................................. 64

6.19.11 Carriage of Firearms, Weapons and Other Prohibited Items ......................... 64General ........................................................................................................................ 64Booking and Check-in ................................................................................................. 65Booking ....................................................................................................................... 65Check-in of Firearms and Ammunition ........................................................................ 66Check-in of Other Weapons ........................................................................................ 66Check-in by Unscreened Passengers ......................................................................... 66Check-in by Unaccompanied Minors ........................................................................... 66Confiscated or Surrendered Items .............................................................................. 67Munitions of War ......................................................................................................... 67Carriage Of Firearms On Flights Carrying Animals ..................................................... 67Returning a Firearm to the Owner ............................................................................... 67Firearms ...................................................................................................................... 68VIP Protective Service Officers ................................................................................... 68


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Air Security Officers ..................................................................................................... 68Restraints ..................................................................................................................... 68Disabling Spray ............................................................................................................ 68Electrical Discharging Disabling Devices ..................................................................... 69Tagging of Firearms ..................................................................................................... 69

6.20 Baggage Services .................................................................................................... 71

6.20.1 Items Unsuitable for Checked Baggage ........................................................... 71

6.20.2 Offloaded Customer Baggage ........................................................................... 71

6.20.3 Mishandled Registered Baggage ...................................................................... 71Mishandled Baggage Tracing ...................................................................................... 72Restoration of Offloaded and Mishandled Baggage .................................................... 73Mishandled and/or Damaged Baggage Claims ........................................................... 74

6.20.4 Unclaimed Registered Baggage ........................................................................ 74

6.20.5 Baggage Mishandling Involving Interline Carriers .......................................... 74


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Baggage Definition


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6 Baggage

6.1 Baggage Definition

Baggage is defined as such articles, effects and other personal property of a customer as are necessary or appropriate for wear, use, comfort or convenience in connection with his/her journey, and may include both checked or cabin baggage.

Registered or checked baggage is defined as that which the airline takes into custody for stowage in the aircraft baggage hold and for which the airline has affixed a label. Such items must be packed within a suitcase or other container, which is capable of withstanding carriage given normal handling.

6.2 Baggage Scale Calibration

All scales used for weighing of checked baggage must be calibrated by an approved calibration authority.

When scales are re-calibrated managers and agents are to request a validation date to be placed on the calibration mark. Scales without a calibration validation date shall be re-calibrated at 12 month intervals.

Scales must display a current calibration mark and records must be kept and maintained by the applicable port to show dates and names of persons and organisations that approved the equipment.


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Baggage Allowances Overview

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6.3 Baggage Allowances Overview

The Rex carry on and checked baggage allowance is as follows:

6.3.1 Passengers Connecting Between Rex Regional to/from Rex Domestic

Passengers connecting Rex Domestic to/from Rex Regional are permitted the Rex Domestic allowance for their entire journey, as long as both flights are on the same PNR with the exception of Rex Flex passengers on domestic services who are entitled to 7kg of carry on only for the regional sector.

6.3.2 Checked Baggage

Checked (registered) baggage is baggage that the carrier takes into safe custody for stowage in the aircraft holds. It is baggage to which the carrier has affixed a baggage (destination) label and for which the customer is provided with an official 'receipt' (baggage claim stub).

Items of checked baggage must be packed within a suitcase or other suitable container. For a container to be suitable it must be capable of withstanding handling and carriage with ordinary care, under normal bulk handling conditions, including movement by mechanical means.

Economy FareType

Weight Pieces Max. Linear DimensionsEconomy Fare

TypeWeight Pieces

Max. LinearDimensions

Community Community

Promo/Saver 7kgOne standard piece +one personal item

115 cm Promo/Saver

Flex 10kg

One standard piece +one personal item

OrTwo small pieces

115 cm for standardpiece or 105cm for eachpiece if carrying 2 small

pieces

Flex

Business FareType

Weight Pieces Max. Linear DimensionsBusiness Fare

TypeWeight Pieces


Biz Saver 10kg Biz Saver

Biz Biz

Biz Plus Biz Plus

Economy FareType


TypeWeight Pieces


Community Community

Promo/Saver Promo/Saver

Flex Flex 23kg

Business FareType


TypeWeight Pieces


Biz Saver Biz Saver

Biz Biz

Biz Plus Biz Plus

Domestic Regional

5 140 cm

5 140 cmN/A

(See below for pax connecting between Regional and Domesticservices)

523kg 140 cm15kg

32kg

Cabin Baggage

Checked Baggage

7kg

(See below for paxconnecting

between Regionaland Domestic

services)

One small piece +one personal item

(See below for paxconnecting between

Regional andDomestic services)

105 cm

Domestic Regional

N/A to Regional services(See below for pax connecting between Regional and Domestic

services)15kg

(no single piececan exceed 10kg)

N/A to Domestic services


OrTwo small pieces


pieces


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If a customer presents a baggage container that is deemed to be of unsuitable quality, or is in any way damaged, you must advise the customer that Rex will not accept liability in regard to damage to, or loss of, contents. Refer to Limited Release Tag for more information.

If the baggage container is too badly damaged to load into the aircraft it is to be denied carriage.

All baggage should be locked. Items of value - such as money, perishables, jewellery, precious metals, negotiable papers, samples, securities, medication, passports/identification documents, business documents or the like - should be carried by the customer or in cabin baggage under their care.


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Baggage Allowance Rex Regional (Saab 340)

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6.4 Baggage Allowance Rex Regional (Saab 340)

Each customer occupying a paid seat, is permitted the free carriage of checked baggage, which must not exceed a linear dimension (i.e. Depth plus Height plus Length) of 140 cm per piece and a total weight of 15kg (exceptions apply as below). No one piece is to be over 32kg. Baggage that cannot be broken down below 32kg must be consigned as freight with a freight agent (see Maximum Size and Weight of Baggage that can be Accepted at Customer Terminals).

Checked in baggage allowance:

A passenger can pre-purchase additional baggage to increase their baggage allowance. This can be pre-purchased at $20 (incl GST) per 5kg block. (This can only be purchased online. Additional baggage cannot be purchased at the airport and must be purchased more than 2 hours before departure).

Pre-purchased additional baggage allowance is subject to load and must be tagged with a standby tag. A 5kg tolerance is applied to the additional baggage allowance purchased. For example, a passenger who has a 15kg baggage allowance, may purchase 5kg of additional baggage. Their allowance is now 20kg however a 5kg tolerance is applied so excess baggage is charged over 25kg.

C h e c k e d B a g g a g e

R e g i o n a l

E c o n o m y F a r e Ty p e

We i g h t P i e c e sM a x . L i n e a r D i m e n s i o n s

Community15kg

5 140 cmPromo/Saver

Flex 23kg


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6.4.1 Booking an Extra Seat for Additional Baggage Allowance (Saab 340 only)

Excess baggage is the first item considered for offload. To avoid this, many passengers (surveyors etc.) book an extra seat. This means that their original 15kg baggage allowance, plus 70kg for the seat is not considered excess baggage for offload reasons. This is all carried in the cargo hold, not on the seat.

The Customer Contact Centre (CCC) procedures is included for the guidance and advice of airport staff:

When a passenger calls to purchase an extra seat for luggage please advise the following:

a) We can book an extra seat for baggage at best fare of the day.

b) The amount of confirmed excess baggage allowed is averaged out at 70kg plus their 15kg free baggage allowance. Anything above this weight will attract regular excess baggage charges per kilo and travel on a subject to load basis.

c) Please advise the passenger that all excess baggage will be placed in the baggage hold as NO excess baggage is allowed to be taken in the cabin as cabin baggage.

d) To make bookings which include extra seats for excess baggage, sell enough seats for passenger and extra seats in one PNR.

One of the passengers names in the PNR must be added in as

-2SURNAME/GIVEN/EXST

for example one passenger named John Smith booking extra seat for excess baggage must be added into the PNR as -2/SMITH/JOHN/EXST

PHONE contact and name must have the passenger who is requesting the extra seat in the phone contact

Add Email Address

SSR EXST Extra seat booked for excess baggage Price and Ticket booking

End and Email booking

See example PNR below.

3.

1.2/SMITH/JOHN/EXST

1 ZL 166Y 31JUL M SYDOAG HK1 0845 0930 /E

TKT/TIME LIMIT

1.T-12MAY-OAG55CR

2.TE 8992162767549 SMITH/J OAG55CR 1828/12MAY

3.TE 8992162767550 SMITH/E OAG55CR 1828/12MAY

PHONES

1.OAG02 6362 1188-B MR JONES

PRICE QUOTE RECORD EXISTS - *PQS


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ZL FACTS

1.SSR EXST / EXCESS BAGGAGE FOR MR J SMITH

REMARKS

1. PAX ADVISED FARE CONDITIONS

2. FARE IS FULLY REFUNDABLE

3. NO REISSUE FEE APPLIES

4. CAN BE UPGRADED TO NEXT AVAILABLE FARE

5. IF FARE HAS INCREASED PAX TO PAY DIFFERENCE 6.READ AND CONFIRMED DETAILS

7. ADVISED E TKT AND PHOTO ID REQUIRED

8. ¥TO VIEW AND PRINT TAX INVOICE, CLICK ON ETICKET¥

6.4.2 Customers Booked on Flex Fares

Customers booked on a ‘Rex Flex’ fare are entitled to a 23kg checked baggage allowance that is not subject to any standby baggage limitation and a red standby baggage tag is not required. No excess baggage charge tolerance is applied to the 23kg limit, with all baggage in excess of 23kg charged at the standard excess baggage rate per kg and tagged as standby.

Customers travelling on connecting Rex Regional flights (i.e. PLO-ADL-MGB), will be entitled to a 23kg allowance provided that at least the first sector is booked on a flex fare. Where passengers have a return flight (i.e. PLO-ADL-PLO) only the sectors booked on a flex fare are entitled to a 23kg allowance.

The override code ‘Y CLASS – 23KG LIMIT’ is used to override the excess baggage prompt in Sabre.

6.4.3 Special Acceptance

Customers travelling with infants not occupying a seat not entitled to additional baggage allowance.

Where a seat is purchased for an infant or a child, the individual will be entitled to the standard checked baggage allowance for their flight and class of ticket.

A fully collapsible wheelchair and/or a pair of crutches and/or a walking stick and/or a prosthetic device will be carried free of charge if the customer is dependent on them. Rex will carry a total of two dissimilar devices free of charge. Fees will apply to additional mobility aids. Refer to Special Needs Customers for more information.

Charges may apply if checked baggage weighs in excess of 15 kg. Such excess baggage is carried subject to space and availability and hence may not be carried on the same service as the customer. Excess baggage is only carried to the airport specified on the Company's baggage tag. The customer is responsible for the collection of excess baggage and/or any other related delivery expenses.


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Total baggage exceeding 100 kg will not be accepted as excess baggage and must be processed at a cargo outlet at the applicable cargo rate.

When travelling on Rex services to connect with another carrier's services, customers are only entitled to Rex's baggage allowance.

6.4.4 International Passenger Baggage Allowance

Passengers connecting to or from an international flight or international cruise, are entitled to 23kg of checked baggage without being subject to excess baggage charges. Passengers will need to demonstrate their eligibility for this entitlement by providing a boarding pass or booking confirmation which shows an international flight or international cruise which is either due to depart or has arrived within 24 hours. Should a passenger meet this criteria, a red 'standby' tag must not be attached to the bag. For any passenger who qualifies for this entitlement but their baggage weight exceeds 23kg, excess must be charged on the weight above 23kg and a red 'standby' tag is to be attached to the bag.

6.4.5 Whole of Australian Government (WoAG) Baggage Policy

Passengers travelling under the Federal Government Air Travel Contract (WoAG) are permitted 20kg checked baggage without being subject to the standby baggage policy. These bags are not be fitted with a red standby baggage tag. Passengers will notify staff of their entitlement to this baggage allowance. To confirm a passenger's eligibility for this entitlement, staff are to view the passenger's itinerary. State Government passengers are not included as part of this agreement and are subject to normal baggage policies.

The standard excess baggage charges and standby arrangements are applicable above the agreed checked baggage limits for federal government (WoAG) travellers.

6.4.6 SES Personnel

SES (State Emergency Service) personnel travelling within NSW to assist in emergency work, may be entitled to additional baggage limits (30kg) and priority baggage if they have purchased a 'BSEBAG' fare which incorporates pre-purchased baggage allocation. In order to identify an SES passenger with the additional allowance, staff are to look for the 'XBAG' edit on the passenger names list as well as a comment noting the weight allowance of 30kg in the passengers' booking. This baggage is to take priority over all other passenger baggage and must only be offloaded as a last resort.

Table 1 – Checked Baggage Allowances

C u s t o m e r A l l o w a n c e

Standard Allowance per customer 15 kg

Infants or children occupying a seat 15 kg

Infants not occupying a seat Nil


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Baggage Allowance Rex Domestic (Boeing 737-800)

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6.5 Baggage Allowance Rex Domestic (Boeing 737-800)

Each customer occupying a paid seat, is permitted the free carriage of checked baggage, which must not exceed a linear dimension (i.e. Depth plus Height plus Length) of 140 cm per piece and a total weight of 23kg (exceptions apply as below). No one piece is to be over 32 kg. Baggage that cannot be broken down below 32kg must be consigned as freight with a freight agent (see Maximum Size and Weight of Baggage that can be Accepted at Customer Terminals).

Checked in baggage allowance:

A passenger can pre-purchase additional baggage to increase their baggage allowance. This can be pre-purchased at $10 (incl GST) per 5kg block. (This can only be purchased online. Additional baggage cannot be purchased at the airport and must be purchased more than 2 hours before departure).

Pre-purchased additional baggage allowance is subject to load and must be tagged with a standby tag.

C h e c k e d B a g g a g e

D o m e s t i c

E c o n o m y F a r e Ty p e


Community

23kg 5 140 cmPromo/Saver

Flex

B u s i n e s s F a r e Ty p e


Biz Saver

32kg 5 140 cmBiz

Biz Plus


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6.5.1 Special Acceptance

Customers travelling with infants not occupying a seat will not be entitled to additional baggage allowance.

Where a seat is purchased for an infant or a child, the individual will be entitled to the standard checked baggage allowance of 23kg.

A fully collapsible wheelchair and/or a pair of crutches and/or a walking stick and/or a prosthetic device will be carried free of charge if the customer is dependent on them. Rex will carry a total of two dissimilar devices free of charge. Fees will apply to additional mobility aids. Refer to Special Needs Customers for more information.

Charges apply if checked baggage weighs in excess of 23 kg. Such excess baggage is carried subject to space and availability and hence may not be carried on the same service as the customer. Excess baggage is only carried to the airport specified on the Company's baggage tag. The customer is responsible for the collection of excess baggage and/or any other related delivery expenses.

When travelling on Rex services to connect with another carrier's services, customers are only entitled to Rex's baggage allowance.

Table 1 – Checked Baggage Allowance

C u s t o m e r A l l o w a n c e

Standard Allowance per customer 23 kg

Infants or children occupying a seat 23 kg

Infants not occupying a seat Nil


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Recording of Checked Baggage Weights


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6.6 Recording of Checked Baggage Weights

All ports must ensure that Checked Baggage Weights are accurately recorded against each passenger. Baggage weight entries (for Excess Baggage) must be keyed in through the Excess Baggage Mask for accurate accounting of Excess Baggage.

Altering the checked in weight of baggage is a direct breach of CAR 235 and would attract 50 penalty points per offence. In certain cases it is a reportable event to the ATSB.

This is a very serious offence as it impacts on the safety of the aircraft and could lead to the most disastrous consequences. The individual staff can be charged with wilful misrepresentation which is a chargeable offence by law. The handing agent company can be taken to court for negligence.

Due to the gravity of the matter, Rex has a zero tolerance policy on this matter. Any intentional breaches found will be reported to CASA and will be referred to the Management Committee for termination of the Ground Handling Agreement. For any inadvertent discrepancies, Rex will bill the outport agent for the full amount of the excess baggage not collected.

All CSOs are to ensure strict adherence to the excess baggage policy and procedures.

Monthly audits will be carried out to ensure that the correct baggage weights and passenger details are recorded in Sabre.

NOTE

VIP/CIP override (override code 4) is not to be used for the waiver of excess baggage collection unless authorized by the Hub Manager.

6.7 Baggage Pooling

Where two or more customers, travelling together on the same flight and to the same destination, present themselves and their baggage at the same time at check-in, Rexwill allow the total free baggage allowance, by weight, equal to their combined free baggage allowance. The following conditions apply:

Pooling only applies to the free allowance. This means that baggage must be checked-in for each customer individually, except for family groups, and

Customers must not accept other customer's bags for check-in. Pooling is for use with small 'groups' of customers genuinely travelling together. Customers are to be advised that if anyone asks them to take an item of baggage, they must refuse and also inform an airline employee, as this will pose a potential security risk.


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Through Check Baggage

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6.8 Through Check Baggage

Through-check of passengers and baggage between Rex flights is permitted. If the bag is through checked, the passenger must be through checked. If the passenger is not through-checked, the bag MUST NOT be through checked.

When passenger’s connecting flights are booked in one reservation, Sabre should do ‘One-Shot-Thru-Check-In’, i.e. seat allocation for both sectors and baggage tagged to the final destination. If Sabre does not complete through check for seat allocation it may still produce a bag tag to the final destination, if the passenger’s check-in record shows an ‘OB’ (Outbound edit). If this occurs the connecting flight must be reassigned and the passenger checked in on that sector.

If passengers connecting flights are booked in two separate reservations, through check can still be done. This will entail adding an ‘OB’ (Outbound edit) with the connecting flight details, checking the passenger in on the local flight, then following the instructions in the prompt sheet to check-in on the connecting flight. An excess baggage override code exits for use only when excess was charged on the first sector check-in, so it can be waived if there is need to complete manual through check-in on the second sector. It is excess baggage waiver code number 3 - Rex Transit Pax.


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6.9 Maximum Size and Weight of Baggage that is Accepted at Customer Terminals

Size - 140 linear cm (length plus width plus height).

Weight - 32 kg. A piece of baggage may not be accepted if it exceeds 32 kg. Baggage that cannot be broken down below 32 kg may be consigned as cargo at an approved cargo depot.

If a single item greater than 32 kg cannot be broken down into separate bags, the item may be carried if two or more baggage handlers are available for loading. If only one baggage handler is available, the handler shall be asked to assess if he or she is able to load the item. If the item is to be carried, the destination airport must be advised to allow them to have sufficient resources available to unload the item.

6.10 Oversize Baggage

When checked-in baggage is of a dimension which would not allow it to be processed and transported through ordinary channels it is classified as oversize baggage. Oversize baggage is charged at $16.50 (incl. GST) per piece.

At airports where the passenger is required to deliver oversize baggage to a specific area after check-in, the passenger shall be escorted or informed to:

take the bag directly to the acceptance area, and

ensure that no person other than the passenger or the airline employee at the holding area has access to the baggage.

Holding areas for oversize baggage shall be locked and staffed at all times while baggage is being stored. The accepting CSO for oversize baggage shall reconcile any baggage delivered to the storage area against tickets and/or boarding passes of the passengers delivering the baggage.

At ports where facilities to store and handle oversize baggage are not available, the passenger shall be advised to present the baggage to a freight handling company for consignment as freight.


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6.11 Sporting Equipment

Acceptable sporting equipment such as golf bags, bicycles and surfboards are considered as a part of normal baggage weight. They can be carried free if the customer's total checked weight is within their entitled free weight allowance. When these items are carried in addition to their allowance, the normal kilogram excess rate applies.

6.11.1 Golfing Equipment

Considered part of normal baggage weight, can be carried free if the customer's total checked weight is within the entitled free weight allowance. When carried in addition to the allowance normal excess baggage charges apply.

The item must be tagged with a Limited Release tag which the customer must sign (Refer Limited Release - Conditional Acceptance Tag).

6.11.2 Surfboards

Must not be greater than 2 metres for Rex Regional (Saab 340) flights or 3 metres for Rex Domestic (Boeing 737-800) to be accepted at customer terminals. If over the permitted length, the surfboard must be consigned by an approved freight agent.


Packaging - it is recommended that customers supply each surfboard encased in a protective covering, with padded protection of the fin area.


6.11.3 Bicycles (Non Motorised, Single Seat)

Limited to one per customer. Bike boxes are the preferred method of packaging. If not supplied, handlebars will need to be turned in, pedals and front wheel removed from front forks and strapped to rear wheel, and chain suitably protected.




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6.11.4 Other Sporting Equipment

The items below are considered part of normal baggage weight and can be carried free if the customer's total checked weight is within the entitled free weight allowance. When carried in addition to the allowance normal excess baggage charges apply.

Snow and Water skis,

Fishing equipment (not permitted in Cabin). To prevent damage PVC pipe tube or similar packaging recommended,

Archery equipment (Refer Special Acceptance - Weapons),

Firearms (Refer Rex Aviation Security Program and Special Acceptance - Firearms), and

Scuba equipment (Refer to Rex Dangerous Goods Manual).


As all sporting equipment and/or fragile items are carried with limited liability, it is recommended that customers ensure valuable sporting equipment is packaged appropriately prior to travel.


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6.12 Excess Baggage

Customers travelling with baggage in excess of the standard Rex free checked baggage allowance are subject to excess baggage charges.

Pets are a 'must charge' item regardless of customer profile or the amount of baggage checked in. If the passenger is not checking in other baggage which will automate the excess charging process, excess baggage is to be charged manually. Refer to Manual Excess Baggage for Animals for details. For acceptance requirements refer to Special Acceptance - Acceptance of Animals.

Free baggage allowances and excess baggage charges are to be discussed with the customer prior to any labelling of baggage, as the customer may want to rearrange or leave some baggage to conform to the free allowance.

Excess baggage may not be uplifted due to space and/or weight limitations in which case the customer is responsible for any costs associated with the delivery of the baggage.

Excess baggage is only to be carried to the airport specified on the passenger's baggage tag and may only be uplifted after the passenger has travelled. Under no circumstances may excess baggage be uplifted if the passenger has not travelled to the destination.

For customers connecting onto interline carriers, excess baggage rates will be applied by each individual carrier

6.12.1 Baggage Tolerance (Regional Flights only)

A tolerance of 5kg will apply to the published baggage allowance for passengers on regional services. Excess baggage charges apply only after the tolerance has been taken into account. If a passenger has purchased the Additional Baggage product, the tolerance will be applied to their purchased amount. For example, if a passenger purchases 10kg of additional baggage, their published allowance is 25kg however excess is only to be charged from 30kg.

6.12.2 Excess Baggage Rates

Baggage exceeding Rex's free checked baggage allowance must be charged at the current rate per kilo. Excess baggage charges will apply when the base allowance has been exceeded.

The excess baggage rates are:

Rex Domestic and Rex Regional: $5.50 (incl. GST) per kilogram

Oversize items: $16.50 (incl. GST) per piece

Any checked baggage that exceeds the published baggage allowance, regardless of whether or not the excess baggage fee is being levied, must be tagged and uplifted as subload with no obligation to deliver unless one of the exceptions listed below applies.

Port agent commission is charged at $1.00 (incl. GST) per kg.


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For customers connecting onto interline carriers, refer to the applicable interline agreement for excess baggage rates.

Excess Baggage and GST

Due to an Australian Tax Office ruling Customers on GST- free flight tickets are entitled to GST-free excess baggage charges.

Where customers with tickets purchased outside Australia or have an international sector in their itinerary, staff are to verify the GST-free status on the ticket or in the PNR and if GST-free, ensure customer is charged at the current GST-free excess baggage rate per kilo.

If “no”, proceed with normal GST inclusive charges.

6.12.3 Excess Baggage Limit

A consignment over 100kg per person is considered a Cargo consignment not customer 'baggage'. To protect approved freight agents and ensure competitive check-in queue wait times, there is a total baggage limit of 100kg per person.

Customers with over 100kg can consign the additional baggage as freight with an approved freight agent.

6.12.4 Accepted Forms of Payment for Excess Baggage Charges

Payment of excess baggage may be made by any form of payment currently accepted by Rex as listed below:

Cash,

Diners Club,

Amex,

UATP,

Visa, or

MasterCard.

Booking/Services Surcharge on Excess Baggage

The following surcharges apply when customers choose to pay for their excess baggage with their credit cards:

VISA and Mastercard - 1.95% + GST

UATP - 1.61% + GST

American Express - 4.20% + GST

Diners - 3.40% + GST


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Check-in staff are required to process excess baggage in the same manner as per the current procedure i.e. key into Sabre the charge per kilogram (not including GST) for the excess, and the surcharge will be done backend by Finance.

Check-in staff must verbally advise passengers of the surcharge cost.

Manual receipts may be issued to customers upon request to reflect the total transaction cost if customers choose to pay for their excess baggage with any of the above credit cards.

Total amount that will be deducted from their credit cards

= Excess Baggage Charge + Credit Card Surcharge + GST on Credit Card Surcharge.

6.12.5 Waiver of Excess Baggage Charges

Waiver Type Reason Code list is as follows:

VIP/CIP - used to identify commercially important passengers and VIP's

INTL BAGGAGE 23KG - used for passengers connecting on a Rex flight either to or from an international flight or international cruise who are entitled to 23kg of free baggage allowance.

DISABLED - used for customers who have a disability and requires additional items to manage their disability such as wheelchairs and mobility devices. This waiver code is strictly for additional mobility/medical devices only and is not applicable to general baggage. Rex cannot uplift a mobility device in excess of 120kg. Mobility devices greater than 120kg must be broken down into parts weighing less than 120kg.

STF OCB - used for Rex staff travelling on company business only and has additional baggage. This override is not applicable to staff leisure travel.

EXTRA SEAT PURCHASED - applies to Rex Regional (Saab 340) only. Used when passengers have purchased an extra seat to cater for Excess Baggage. The reservation must be checked to confirm the extra seat and excess baggage can be allocated accordingly. Staff must not use this code for passengers without confirmation of extra seat purchased in their reservation. The extra seat purchased allows the passenger to check in an additional 85kg of luggage consisting of 70kg plus the original 15kg baggage allowance. Excess baggage rates apply above this weight.

PREPAID - used for Defence Force Employees booked by Qantas Business Travel and excess baggage has been prepaid. Ticket field and remarks field in the reservation must be checked to ensure CCC has processed the payment. Staff and Agents must also check the amount of excess prepaid (e.g. 10kg). All baggage above the prepaid weight must be charged an excess baggage fee. No override code is required when baggage weight is greater than the prepaid amount.

OTP/CHARTER - used for all charter flights operated by Rex or its subsidiary companies.


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ALREADY PAID - used for instances where passenger/s have originally paid excess and have been re-seated to another flight and excess has already been collected prior to re-seating.

Y CLASS - 23KG LIMIT - applies to Rex Regional (Saab 340) only. Used for passengers travelling on a fully flexible 'Y' class 'Rex Flex' ticket, who are permitted an increased baggage allowance of 23kg.

REX DOMESTIC TRANSFER - applies to Rex Regional (Saab 340) only. Used for passengers who have connected from a Rex Domestic flight and both flights are booked on the same PNR. These passengers are entitled to the Rex Domestic baggage allowance for their Rex Regional sector.

ARM/CNS-TSV/WYA/QLDTM - used for passengers travelling on sectors where an excess baggage tolerance of 8kg is permitted, where excess baggage charges apply from 23kg. The applicable sectors are as follows:

– Adelaide / Whyalla

– Sydney / Armidale

– Cairns / Townsville

– Queensland TMR subsidised routes (W1, W2, N1, N2, Gulf)

The correct waiver reason code must be used to ensure all excess is collected and all excess not collected can be accounted for in accordance with the reason code. It is the responsibility of staff and agents to ensure all reason codes are understood and applied in relevant circumstances.

It is mandatory for all Excess Baggage Overrides to provide comments. For example, if a passenger checks in a wheelchair, Override Waiver Code 'Disabled' selected, together with 'WHEELCHAIR' written in the comments section.

Qantas Defence Force Prepaid Excess Baggage

Qantas Business Travel (QBT) will contact the Customer Contact Centre and they will process a Manual Excess Baggage Charge for the amount specified by QBT. An additional Excess Baggage Waiver code has been created to enable airports to process prepaid excess baggage for Defence Force members. The override code is 08 - PREPAID.

As not all Defence Force members are entitled to prepaid excess baggage, the PNR must be checked for the following information to ensure the excess baggage has been prepaid before this override code can be used.

A 'TK 8992600…….' item in the Ticket Field, indicating the receipt number processed by the CCC for the manual excess charge.

An OSI or SSR input by QF stating excess baggage has been prepaid.

A line in the 'Remarks' field with subject 'BAG' which specifies the kilos and amount charged, which could look like any of the following:-

BAG-03 EXCESS WITHIN SZ/WT 9.00 AUD

BAG-01 CHARGE BY WT/KILO 7 21.00 AUD

BAG-15 OVERWEIGHT AUD 45.00


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NOTE

Override can only be used if the above criteria is met when PNR is checked. Rex will recover excess baggage amounts from port agents if for erroneous use of the override code.

6.12.6 Priority Baggage

In order to guarantee carriage of their baggage, passengers will be permitted to purchase Priority Baggage either in advance of their travel date through the Customer Contact Centre (CCC), or on the day of travel at the departing airport. The product will be sold at a per KG rate of $5.50 (incl. GST). Ground Handling Agents will be entitled to a commission based on the excess luggage percentage commission rate.

Priority baggage can be purchased for individual pieces only as specified by the passenger and not all baggage being checked in. Excess luggage charges are still applicable when the baggage weight exceeds the passenger's allowance. For bags that are required to be uplifted as Priority Baggage there is a maximum of 50 KG per person on Rex Regional (Saab 340) flights.

The sale of Priority Baggage will be processed through Sabre (where provided) as a manual miscellaneous charge order at the time of check- in (as outlined in 3.6 - Sabre Manual). Check- in staff are also required to add a Priority Baggage edit (XBAG) when the product is sold at check- in. Passengers who have web-checked can also purchase the Priority Baggage product when presenting their baggage at the departing airport. Once the passenger has been checked-in, the specific baggage item is to have a large 'P' for priority written on the bag tag with a black marker so that ground staff can identify that the item must travel in the event of a requirement to offload passenger baggage.

For instances where the Priority Baggage product is purchased in advance through the CCC, staff will identify where passengers have purchased the product by viewing the Priority Baggage (XBAG) Edit on the passenger names list in Sabre. Once identified, check- in personnel are to confirm that the purchased weight is equal to or exceeds the weight of the passenger baggage by checking the comments in the passengers PNR which details the number of kg's of Priority Baggage purchased. In the event that the Priority Baggage indicated does not meet the weight of the passenger's baggage being presented for check- in, the passenger will be required to pay for the additional weight at a rate of $5.50 (incl. GST). There will be no refund for passengers should they have less baggage than they have pre-paid. Once confirmed, a large 'P' is to be written on the bag tag.

In the event of a baggage offload, staff are to follow standard baggage offload procedures, however, Priority Baggage items are to be the absolute last item to be offloaded. Volunteers are to be sought to travel on a later flight and given an FOC sector voucher before offloading Priority Baggage. Once passenger check- in has been completed, the option to purchase Priority Baggage is no longer available.

In the event that no passenger baggage can be uplifted due weight and balance or operational requirements and no volunteers agree to travel on a later flight, the Priority Baggage is also to be offloaded and the passenger entitled to a refund of their Priority Baggage purchase by lodging a request via Rex's online feedback website.


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At those ports where Sabre is not provided (manual ports) check- in personnel are to contact the CCC/QLD Agent Support if prompted by a passenger that they have purchased the Priority Baggage product for confirmation that the product has been pre- purchased and to also confirm the amount (kg) before applying the service.

6.12.7 Items Not Accepted for Check-in

Wind-surfers, wave jumpers, kayaks, canoes, hang gliders, motorcycles, etc cannot be accepted as customer baggage, as their size does not permit uplift on Rex aircraft. Additionally, the maximum size of any article that can be accepted is:

Rex Regional (Saab 340): 2 metres

Rex Domestic (Boeing 737 – 800): 3 metres

6.12.8 Octopus Straps

Elastic style straps with metal hooks commonly known as 'octopus straps' used by customers to secure their baggage, represent a potential risk to staff handling baggage. These straps are only effective when applied with extreme tension, consequently, they have a tendency to expand rapidly and flick out when the knot fails.

For this reason their use on baggage is prohibited. Customers checking in baggage/articles with these straps must be asked to remove them.


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6.12.9 Heavy Baggage

A maximum weight limit of 32 kg is placed on any single item of baggage accepted on Rex services due to safety reasons. Where baggage is presented at check-in and the weight is over 32 kg, it must be repacked to a weight less than 32 kg.

Refer to “Maximum Size and Weight of Baggage that is Accepted at Customer Terminals” for items greater than 32 kg which cannot be broken down.

Check-in staff must ensure that all items of checked baggage in excess of 20 kg are labelled with a 'heavy' bag-tag or sticker and marked with the correct weight details. To facilitate this requirement, it will be necessary to weigh one item of checked baggage at a time.

Heavy tags/stickers are also to be used on small bags that are deceptively heavy (Refer Heavy Tag).

NOTE

The purpose of the 'heavy' tag/sticker is to alert baggage-handling staff that the item is heavy and appropriate care must be taken to prevent personal injury when lifting.


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6.13 Cabin Baggage

Cabin Baggage is baggage which customers carry into the aircraft cabin. The customer has sole and total responsibility for cabin baggage, during all stages of the journey. Exceptions only apply to Orange Tagged baggage. Refer to Baggage - Orange Hand Luggage Tag.

Customers must be asked to show their Cabin Baggage at the point of check-in to ensure they comply with the limitations set out below. Where Cabin Baggage does not meet the limitations, customers will be required to check it in.

Cabin Baggage Allowances only applies to Rex services.

6.13.1 Cabin Baggage Allowance

The cabin baggage allowance is:

The amount/size of cabin baggage permitted on board is dictated by the space available under the seat or in the overhead locker. All airline members of the International Air Transport Association (IATA) have agreed to observe the baggage regulations set out below.

For the purposes of cabin baggage allowances, a personal item is defined as:

A lady's handbag, pocket book or purse, which is appropriate to normal travelling dress and is not being used as a container for the transportation of articles which would otherwise be regarded as checked baggage,

An overcoat, wrap or blanket,

An umbrella or walking stick,

A small camera and/or a pair of binoculars,

A reasonable amount of reading material for the flight,

Infant's food for consumption in flight,

A pair of crutches and/or other prosthetic devices for the customer's use provided that the customer is dependant upon them (these items are over and above the published cabin baggage allowance), and

Economy FareType


TypeWeight Pieces


Community Community

Promo/Saver 7kgOne standard piece +one personal item

115 cm Promo/Saver

Flex 10kg


OrTwo small pieces


pieces

Flex

Business FareType


TypeWeight Pieces


Biz Saver 10kg Biz Saver

Biz Biz

Biz Plus Biz Plus


OrTwo small pieces


pieces

N/A to Regional services(See Passengers Connecting Between Rex Regional to/from

Rex Domestic )15kg

(no single piececan exceed 10kg)

Cabin BaggageDomestic Regional

N/A to Domestic services 7kg

(See below for paxconnecting

between Regionaland Domesticservices)

One small piece +one personal item

(See below for paxconnecting between

Regional andDomestic services)

105 cm


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Wheelchairs and infants' carry baskets (these items will be stowed in the aircraft hold).

All other articles - including overnight bags, brief cases, personal computers, ladies' vanity cases, large size cameras, etc. taken into the cabin as cabin baggage are subject to the published carry on baggage allowances.

Items of cabin baggage must not exceed the limitations of the test modules located at check-in areas e.g. each item must fit within confines of the test module and have a combined weight of items not exceeding the permitted allowance.

Items exceeding cabin baggage limitations are not permitted into the aircraft cabin, and must be checked-in. This is applicable to all passengers and staff, including staff traveling On Company Business (OCB) as well as staff leisure travel.

During check-in staff must ask passengers to produce all of their cabin baggage to be weighed. The actual weight of cabin baggage entered will be recorded in the passenger's check-in record and comparisons may be made at the boarding gate if the passenger produces cabin baggage exceeding the cabin baggage limitations.

Passengers found with baggage exceeding cabin limits will not be allowed to take their cabin baggage on board.

Such cabin baggage will be collected from passengers at the gate and placed on the next available flight and it will be the passenger's responsibility to collect their bags from the airport when they arrive.

Web check-in passengers will be reminded to test their baggage at the airport before check-in closes so they have the opportunity to check in their bags if limits are exceeded.

Standard excess baggage fees will be levied if offloaded cabin baggage exceeds the permitted checked baggage allowance.

NOTE

Should baggage be offloaded, passengers MUST be reminded to remove any keys and/ or medication they may have in their baggage.

Laptop computers should be carried as cabin baggage to avoid possible damage (refer to Laptop Computer Policy).


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6.13.2 Television Cameras

Television Cameras weigh approx 17 kgs and may be carried in the cabin provided that the camera:

fits under the seat in front,

does not obstruct any other passenger's leg room, and

the Flight Crew are informed so that the trim may be altered accordingly.

If the cabin weight has reached the maximum capacity then the standard carry on allowance policy over rides the above and the camera must be stowed in the cargo compartment. The crew will advise regarding maximum cabin weights.

If the Television Camera does not meet the above requirements it must be stowed in the cargo compartment.

If the Television Camera is to be stowed in the cargo compartment, the “Fragile Item Release” on the reverse of the baggage tag must be signed by the passenger.

6.13.3 Lithium Ion or Lithium Metal Batteries

Lithium Ion batteries are susceptible to fire caused by heat. If a laptop or camera is powered by Lithium Ion batteries, spare batteries may be carried in carry-on baggage only when all terminals are individually protected to prevent short circuit. Such batteries must not exceed:

A lithium content of not more than 2g for Lithium metal batteries, and

A watt hour rating of 100 Wh for Lithium Ion batteries.

Lithium Ion and Lithium Metal batteries cannot be accepted as Freight on Rex aircraft except under certain conditions. See the Group Dangerous Goods Manual for further information.

6.13.4 Carriage of a Cello/Guitar

A cello and/or guitar is permitted in the cabin provided an additional seat is purchased. There is no requirement for formal approval to carry these items in the cabin. This approval has been extended to cellos without travel bags. All additional seats must be booked through the Customer Call Centre (CCC).

NOTE

Due to restraint limitations, the combined total weight is not to exceed 20kg (25kg for customers travelling on a “Y” class fare).

The cello and/or guitar are to be weighed at check-in and the weight added to the aircraft electronic trim.


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Conditions:

There is to be no more than one cello and/or guitar fitted to each row of seats.

The cello and/or guitar must not be located in an emergency exit row, or in the row immediately forward or aft of an emergency exit row.

Approved seats for the SAAB 340 are 3C, 4C, 8C, 9C,10C,11C, 11D (WT A/C) and 12C

The cello and/or guitar must be fitted to a window seat for Rex Regional and Rex Domestic flights.

It is mandatory that the CCC inform the operating Fight Attendant when the item/s will be carried.

6.13.5 Laptop Computer Policy

Rex will not accept any liability for damage incurred to any fragile items in checked baggage.

Check-in staff must complete a Limited Release Tag or Fragile Tag for any checked baggage containing fragile items.

6.13.6 Prohibited Items

The customer is not permitted to carry any sharp objects in his/her cabin baggage such as scissors, knives etc. Such items must be placed in checked-in baggage only.

The following items will be permitted in the cabin of Rex aircraft:

Umbrellas with metal points,

Knitting and crochet needle,

Pointed metal nail files,

Cork Screws,

Sporting racquets (tennis, badminton, squash etc.).

If Airport Security Screening staff confiscate any prohibited items, Rex will not be held responsible for repatriation of these items.

6.13.7 Cabin Baggage Test Modules

Cabin Baggage Test Modules, which are used to assess cabin baggage, shall be located at:

Baggage Acceptance Areas,

Seat Allocation Areas, and

Boarding Gate/Lounges (Hub Ports Only).

At regional airports one module will be available.


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6.14 Baggage Labelling

6.14.1 Automated Destination Tags

Otherwise known as thermal bag tags, automated destination tags are generated by Sabre during check-in and incorporates:

A self-adhesive strap-type tag,

A self-adhesive customer receipt,

Two self-adhesive baggage barcode stubs, and

A “Limited Release” section on the reverse side.

The tags are printed in three different formats:

Single Flight/Destination Tag,

A tag covering two to four flights/destinations, and

Combination tags covering numerous flights/destinations (Transfer/Conjunction).

Information that is printed on the tags includes:

Customer name and surname,

Customer Record Locator,

Final Destination,

Date,

Time (reflects time in Tulsa - Sabre headquarters),

Transiting Ports,

Flight Number,

Baggage Tag Number,

Pooled baggage (Total pieces and weight of checked in baggage),

Issuing airline,

Check-in agent identification, and

Sequence number (of customer booking).

All thermal destination tags are read from bottom to top. The top destination being the final destination. For multiple flights that flow onto another tag (more than three transfers), the 1st tag will have a 'Transfer Conjunction' label in the final destination meaning that it continues onto another tag.

The self-adhesive customer receipt is detached and affixed to the boarding pass.

The weight of each individual bag is to be clearly written on the bag tag.

Special attention must be given to items being checked in where the thermal tag cannot be attached around a handle e.g. a cardboard box etc. To affix a tag to an item with no handle, the entire back must be peeled off the tag, and it must be folded over and stuck under the thermal, along with the Limited Release Tag - Conditional Acceptance or


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Standby Baggage Tag, so that the signed section accompanies the article during transportation and eventual collection. In Hubs it is important that the backing of the tag accompanies the article because the small bag stickers (which the Ramp staff use for reconciliation) are attached to the end.

Staff are to ensure that all previous baggage tags are removed before attaching new ones.

Single Flight/Destination Tag


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Combination Tags (Two thermal tags)

1st Tag - read in conjunction with 2nd tag

2nd Tag - read in conjunction with 1st tag

Limited Release Tag - Conditional Acceptance

Limited Release/Conditional Acceptance is imposed by the carrier, when an item of baggage is not packed in a suitcase or other suitable container, and is not likely to withstand handling and carriage with ordinary care, under normal bulk conditions without sustaining damage or requiring extraordinary care.

Check-in staff must consider the nature of any items of baggage to be checked in and attach a Limited Release Tag to any item of baggage that is:

Fragile in nature,

Unsuitably or inadequately packaged,

Perishable,

Received in a damaged state,

Too Late to Load, or

Excess Baggage.

Before the item can be accepted the conditions must be explained to the customer, ie the baggage will be accepted for carriage, however the airline will be released from liability for this particular item of baggage because of its nature, as indicated on the back of the baggage tag. The customer must sign where indicated on the baggage tag, and staff must indicate the conditions of acceptance on the back of the baggage receipt or fragile tag before giving it to the customer.


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Limited Release Information includes:

Limitation,

Existing Damage,

Release Statement, and

Customer Acknowledgment.

Limited Release tags are used to designate customer baggage that falls into one or more of the following categories:

Fragile and Unsuitably Packed - Any fragile item that may be vulnerable to breakage during normal handling and loading (i.e. Surfboards). See also Fragile Baggage Tag.

Packaging Inadequate - Items packed in a bag or container that is deemed to be of unsuitable quality, but is accepted. The release applies to damage and loss of contents. (i.e. Cardboard cartons/boxes, plastic bags, plastic hessian bag). See also Fragile Baggage Tag.

Perishable - Items that may spoil in transit if handled as normal baggage and applies to spoilage as a result from delay. See also Fragile Baggage Tag.

Late Check-in - Items accepted at check-in after the flight is closed for baggage acceptance. See also Standby Baggage Tag.

Excess to Load - Excess Baggage - Items accepted at check-in that exceeds customer baggage allowance and may not be uplifted on customers original flight due to aircraft limitations. See also Standby Baggage Tag.

The Limited Release tag releases Rex from liability in relation to:

Pre-existing damage or unsuitability for transportation as checked baggage, and

Expenses, claims or losses, including any indirect or consequential losses, which may arise from non uplift, including any additional delivery arrangements which may need to be made.

The Limited Release tag must be signed by the customer and is subject to the conditions printed in the “Conditions of Carriage”.


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6.14.2 Manual Destination Tag

Manual destination tags are filled in manually at check-in, with three-letter port code and the port name in full, and flight number(s). As with all other destination tags the final destination is at the top and other sectors flown below in order, from the bottom up. The destinations 3-letter port code and the port name in full is also written on the reverse side of the tag.

The lower portion is detached and attached to the boarding pass.

6.14.3 Tranship Baggage Tag

Tranship tags are used for customer baggage travelling on Rex services as follows:

Baggage with a same day connection to another Rex flight,

Baggage with a same day connection to an approved domestic airline except customers who have used web check-in on the connecting airline. These bags must be collected at the destination and re-checked.


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The tranship tag is completed with the following information:

Destination,

Flight Number, and

Total number of pieces and total baggage weight (Stub only).

The tranship 'stub' is attached to the customers boarding pass.

6.14.4 Orange Hand Luggage Tag

Safe Hand Baggage (Saab 340 only)

Safe Hand Baggage is classified as baggage where passengers choose to be in possession of their baggage (other than Cabin Baggage) between check-in and boarding. Passengers will have full access to the contents of the Safe Hand Baggage, with the exception of the duration of the flight, as Safe Hand Baggage is not permitted inside the cabin.

Passengers are allowed safe hand baggage equivalent to their published baggage allowance according to their aircraft type and fare class. Safe Hand Baggage can be purchased at check-in with a fee of $50.00 + GST. No prior notification from the Group Security Manager is required.

Safe Hand Baggage charges do not apply for passengers travelling with wheelchairs, prams and medical equipment required between check-in and boarding.


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Check-in process

When a passenger presents at check-in and request their baggage be carried as Safe Hand Baggage, check-in staff must follow the below procedure.

Passengers must be asked to place all baggage onto the baggage scales and inform staff which baggage will be carried as Safe Hand Baggage.

Staff must ensure that no single piece greater than the permitted allowance is accepted as Safe Hand Baggage. The maximum size per piece of safe hand baggage that can be accepted is 140 linear cm (Depth plus Height plus Length). Excess Baggage charges apply as normal when the total baggage weight exceeds the permitted allowance.

Once this is confirmed, a charge of $50.00 + GST must be made. This is charged through the miscellaneous service fee charge through Sabre.

The baggage must also be tagged with an Orange Tag together with the thermal baggage tag.

Check-in staff must ask the passenger if the baggage contains any sharp or prohibited items which may be rejected at a screening point and also confirm the baggage does not contain any dangerous goods. Such objects cannot be carried in orange tagged baggage.

All passengers must be informed that items must not be added or removed from the Safe Hand Baggage upon check-in completion. Staff at the departure gate must also confirm with the passenger that no items have been added or removed from the Safe Hand Baggage. If items have been added or removed, the baggage must be reweighed.

Rex will not be held responsible or liable should the Airport Security Screening staff confiscate any item/s in their possession.

Once Safe Hand Baggage has been purchased and passenger checked-in, staff must ensure the flights bag count reflects the item being taken directly to the aircraft.


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Safe Hand Baggage Loading

All Safe Hand Baggage must be placed at the bottom of the stairs prior to entering the aircraft. It is then the responsibility of the attending crew member or ground staff member to stow this baggage in the cargo hold.

Safe Hand Baggage is loaded last once the last passenger has boarded and unloaded first upon aircraft arrival. The passenger will be permitted to claim the Safe Hand Baggage at the foot of the stairs.

Orange Tagged Hand Luggage Bags

When passengers are connecting between Rex Regional (Saab 340) and Rex Domestic (Boeing 737-800) Services and their carry on baggage is 8-10kgs (over 7kg max limit for Rex Regional), CSO staff will tag the bag with an orange bag tag and the passenger will carry the bag to the aircraft. At the aircraft stairs, passengers will give the bag to crew for safe stowage in the cargo hold. The bag will be returned to customer whilst disembarking at the transit port. All passengers are to be made aware of this process at check-in. Staff must ensure the bag is only checked in for the Regional (Saab 340) sector to ensure there is not a bag discrepancy for the Domestic (Boeing 737-800) sector.

Refunds

Refunds will not be considered for items that are rejected at the security screening points.

If a passenger does claim to be entitled to a refund at check-in, staff must direct passengers to the Rex website. In this instance staff are to instruct the passenger to access www.rex.com.au and provide details regarding their request for a refund in the 'Contact Us' tab under complaints. Refunds will be considered on a case by case basis. In these instances staff must also place remarks into the passengers PNR advising of any issues.

Refunds will only be permitted if a flight is cancelled after the passenger has checked-in and paid for the Safe Hand Baggage product.


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6.14.5 Rush Baggage Tag

This tag indicates that an item has been mishandled and must be returned urgently to the customer. The tag replaces the original tag attached to the bag at check-in.

The tag incorporates three sections:

(1) Primary Details

This section details the flight, destination, airline, and weight of the item. It also has a tag number to aid in tracing.

The reverse side records details of the customer including contact details and instructions for delivery, as well as the port where the Rush Tag was affixed.

The expense section is to be authorised by the Airport Manager. The Airport Manager will authorise delivery expense if the item met the checked baggage allowance and was offloaded due to operational limitations, or the baggage was mishandled.

Delivery expenses will not be met by Rex for baggage that exceeded the checked baggage allowance and is subject to Limited Release, or was standby baggage. The customer is responsible for the collection of this baggage and/or any other related delivery expenses.

(2) Secondary Details

This section details transiting ports if transfer/tranship is necessary and is torn off and kept at transfer/transiting port for records to aid in tracing.

(3) Records

This section is for originating port records and aids in tracing.

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6.14.6 Heavy Baggage Tag

This tag indicates that the item weighs in excess of 20 kg and below 32 kg and warns that the item is heavy and correct manual handling methods must be used. The weight of the item is annotated in the space provided.

The heavy tag can also be used for 'hidden' heavy items (i.e. toolboxes inside small bags) or when the weight can be deceiving due to the size of the bag. The self-service bag drop facility will automatically indicate items that exceed 20kg on the thermal bag tag.


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6.14.7 Fragile Baggage Tag

This tag/sticker indicates that the item is fragile and is to be treated with care. The reverse side contains a limited release section that must be completed and signed by the customer.

On check-in of fragile items, the passenger must sign the fragile baggage tag and the Limited Release on the inside of the thermal baggage tag. The stub from the fragile baggage tag is to be placed with the stub from the thermal baggage tag.

See also Limited Release Tag..


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6.14.8 Standby Baggage Tag

This tag signifies that the baggage uplift is subject to available space and weight and is used when:

(a) Customer baggage is lodged after check-in is closed (minus 30 minutes for Sydney, Melbourne, Adelaide, Perth and Queensland airports with the exception of Burketown (60 minutes) and 20 minutes for regional airports in NSW, SA, TAS, VIC and WA),

(b) Customers are travelling on a standby basis, or

(c) Customer is travelling with excess baggage (Excess Subload).

In addition to the above, for Rex Regional (Saab 340) flights, staff are required to tag bags at over 15kgs under the following circumstances:

If the flight has 27 passengers or more booked to travel – all eligible bags are to be tagged as per the above requirements.

If the flight has 22-26 passengers – agents and hub coordinators are to monitor operational requirements and decide whether to tag the eligible bags. Agents & Coordinators must consider requirements such as seat restrictions, inclement (hot) weather, additional fuel & Male/Female ratios when deciding.

If the flight has 21 or fewer passengers, no tagging is necessary.

When this tag is used, Rex is not liable for any baggage delivery expenses if the baggage misses the designated flight. If the baggage fails to go on the designated flight it is to be uplifted on the next available flight. The reverse side contains a limited release section that must be signed by the customer and can be used in lieu of the Limited Release section on the rear of the thermal destination tag. See also Limited Release Tag.


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6.14.9 Baggage Name Tags

Rex Name Tags are available to passengers at check-in.

6.14.10 Crew Baggage Tag

Crew baggage is identified by the tags shown below. Any bags in the cargo holds of Rex aircraft that have the crew labels as shown below are not to be removed from the aircraft unless directed so by the crew.

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6.14.11 Early Check-in Tag

Early check-in tags are used for passengers that check-in on day of travel earlier than their scheduled flight and allow baggage handlers to place aside for later flight.

6.14.12 Priority Baggage Tag

The priority baggage tag is to be inserted in the thermal tag of all checked in baggage for all Business class and Rextra Legroom passengers. Priority baggage is to be offloaded first at the arrival port.


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6.15 Baggage Acceptance

6.15.1 Process for Baggage Acceptance at Normal Baggage Check-in Locations

Before any checked baggage item can be accepted and labelled, the customer must hold a valid e-ticket permitting carriage over the sector(s) intended.

Customer's baggage will be accepted for check-in, provided that at the time the baggage is accepted, the customer is checked-in (registered) within the Sabre ACSI system, or manual equivalent.

Staff are to ensure that security and dangerous goods questions are asked. Refer Baggage Security.

Provided the procedures are observed, the customer's baggage can be loaded onto the registered flight. This rule does not apply to standby customers, including industry rebates. Baggage for standby customers cannot be loaded until it has been determined that the customer can be accommodated on the flight.

This necessary procedure is consistent with prescribed Customer Boarding/Baggage Reconciliation systems/procedures, and it ensures that a customer cannot simply present baggage for carriage without having an intention to travel on that flight. Refer to Security of Passengers, Crew and Cabin Baggage for more Baggage Check-in information.

Self-Serve Bag Drop Facilities

Self-serve bag drop facilities are available for passenger use at some ports. These facilities will guide passengers through the bag drop process. The self-serve bag drop kiosk will ask passengers to confirm their compliance with the relevant dangerous good questions and can facilitate the charging of excess baggage.

Hidden Dangerous Goods

Customer Service staffs' awareness and alertness in detecting hidden dangerous goods is of paramount importance. It is essential when parcels/boxes/tool boxes and other unusual items are presented for carriage, the question "What is inside this package?" must be asked.

Although customer service and time are prime factors at check in, this is the primary point of dangerous goods detection and staff must always be mindful of this.

As a guide, the following pieces of baggage may contain dangerous goods:

Rucksacks, kit bags, or similar camping baggage,

Gas stove/lanterns, Primus stoves, methylated spirits, matches, flares, fire lighters, etc,

Unusually strong attache cases,


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Security attache cases with disabling devices are forbidden. A strong looking or reinforced case (eg metal banding around the case) may contain industrial samples,

Industrial type packaging,

Wooden or fibre boxes, metal flasks, particularly when carried by business travellers, and

Video cameras containing spare batteries.

NOTE

If staff are suspicious, for any reason, they shall question the customer regarding the contents of that particular piece of baggage. Customers failing to comply with the rules, not only put themselves and other customers and air crew at risk, but they are also committing a criminal offence, which may result in prosecution.Despite the dangerous goods warning in tickets, warning notices and posters at check-in counters, customers still carry dangerous goods and this is why vigilance is of paramount importance.

Refer to the Rex Dangerous Goods Manual for more information.

Customer Personally Presents Baggage

For security reasons, for all regional, domestic or international flights, all baggage must be personally presented by the customer, or in the case of family, by the parent/guardian.

In the case of group travel, the individual customer must personally present each item of baggage and, where required, each customer must be asked the series of security-related baggage questions.

Check-in Questions

When a passenger presents baggage at check-in, the following baggage security questions must be asked:

1. Point to the Dangerous Goods sign or poster and ask “Do you have any Dangerous Items such as these, in your baggage to be checked-in or carried on the aircraft?”

- If NO, proceed to question 3.

- If YES, inform customers that Dangerous Goods are not permitted on the aircraft.


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2. Are you carrying any sharps in your carry-on baggage?

- If NO, seek no further information.

- If YES, advise customer that sharps are not permitted to be carried on board and will not be permitted through security screening areas. Allow customer to place any sharps into checked baggage.

3. Are you travelling with a smart bag or any spare or loose batteries?

– If YES, spare batteries must be removed and carried in the cabin provided they comply with the maximum WH rating allowable for travel in the cabin and have terminals protected from short circuit (as per table 2.3A). Batteries in equipment such as personal electronic devices may remain in checked in baggage, provided the device is switched off. In relation to 'smart bags', batteries powering the bags capabilities, such as electronic bag tags, in built scales, device chargers etc., must be removed and carried in the cabin provided they comply with the requirements in table 2.3A. Articles which have the primary purpose as a power source, such as power banks, are considered as spare batteries. These batteries must be individually protected to prevent short circuits. Devices in checked baggage must be completely switched off and must be protected from damage. For baggage equipment with batteries installed, other than lithium button cells, the battery must be removable. If a battery in a smart bag cannot be removed, the bag cannot be accepted for carriage.

Refer to the Dangerous Goods Manual for other questions to be asked of particular passengers.

Check Suitability of Baggage Items

Ensure that all item(s) being presented is suitable for carriage by air and compatible with all handling conditions.

Should any item(s) presented is deemed unsuitable for carriage, a Limited Release Condition Acceptance Tag as well as the Fragile Baggage Tag must be signed by the passenger.

Remove Old Labels

Ensure that all old labels are removed from the baggage, otherwise it may be sent to an incorrect destination and/or stowed incorrectly.

Excess Baggage

Inform passenger Excess Baggage Charges apply (Refer to Excess Baggage in this Chapter for more information). The customer may want to re-arrange their baggage to avoid these charges or perhaps pool their baggage allowance with another member of their party.


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Expose Destination Tag

After all relevant details have been endorsed on the destination tag the customer's receipt portion of the tag (butt) must be detached and firmly affixed to the passengers boarding pass. The destination tag must then be attached to the baggage and displayed in a clearly visible position. At ports with mechanised baggage/scanning systems, the tag must be orientated to ensure barcodes and tags can be clearly scanned.

Verbally Confirm Baggage Destination

As it is possible that the customer may have additional travel documents in their possession for further travel that day, check-in staff must verbally confirm with the customer the final destination to which the baggage has been labelled. Observing this procedure will help to ensure that the correct baggage destination label has been used.

How Far Can the Baggage be Checked?

Baggage may only be checked as far as the customer's first overnight (ground) stopover on approved interline carriers.

Baggage on the Same Flight as the Customer

Baggage may only be accepted for flight(s) on which the customer intends travelling. Unaccompanied baggage can only be consigned as freight through an approved freight agent. The only exceptions will be:

Where the airline requires to uplift baggage on another flight for operational reasons, and

Previously mishandled baggage being restored to the correct station. Including “Too Late To Load” tagged baggage to be uplifted on a subsequent flight.

Baggage Weight

Clearly write the individual bag weight on the baggage label so it can be clearly seen by baggage handling staff.


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6.16 Baggage Security

The purpose of this section is to outline the policies and procedures related to airport security and flight security.

6.16.1 Checked Baggage Screening (CBS)

Rex passengers are required to be subject to checked baggage screening at some airports.

If a Screening Officer advises airport staff that a bag has failed CBS, all bags belonging to the passenger (including carry-on) are to be offloaded and the passenger is to be advised. The passenger and bag may be carried if subsequently cleared.

Rex passengers connecting with non-code share international carriers shall collect their own baggage at the applicable connecting airport.

6.16.2 Protection for Checked Baggage

Rex is responsible to ensure that access to checked baggage is controlled to prevent tampering or the introduction of prohibited items.

6.16.3 Checked Baggage Procedures

Rex staff and agents shall ensure that, checked baggage is not accessed by unauthorised persons from the time of check-in until the baggage is placed on the arrival carousel or baggage delivery barrow.

6.16.4 Baggage Make-up Area

The baggage make-up area shall be a secure location with restricted access. Access to the baggage make-up area is restricted to Rex staff, agents or baggage contractors with a duty requirement to be in the area. All personnel in the area shall display an ASIC.

All access points to the area from public spaces shall be locked or otherwise secured to prevent unauthorised access to the area. Some baggage make-up areas may be protected by electronic measures.

Any person discovered in the area and not displaying the appropriate identification must be challenged and, if necessary, law enforcement agencies must be notified. In this event, no baggage in the area shall be loaded into a Rex aircraft until clearance has been received from the responding law enforcement agency.

When transferring baggage between the baggage make-up area and an aircraft, staff shall ensure that no unauthorised person accesses the baggage while it is on the apron.


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6.16.5 Standby Baggage Uplift

Any commercial customers wishing to standby on a flight, or rebate customers travelling on a space available basis, may have their baggage accepted for a flight on which they do not hold a confirmed reservation. All customers and their baggage must be registered in the check in system and together with the destination tag, all baggage being accepted, must have a Standby Tag attached with the excess subload box ticked.

Only in the event that the standby customer is accommodated on the flight can their baggage be uplifted. If the customer is not accommodated, their baggage must not be loaded.

In the event that the standby customer is on-loaded but cannot be located, the baggage must be off-loaded.

6.16.6 Baggage Uplift on Alternative Flights

Generally, all customer baggage must be uplifted on the same flight(s) as the customer.

For operational reasons, some exceptions are permitted. However, in all categories detailed below the customer must not have direct influence over which flight the baggage is finally uplifted on.

Common Interest Groups

For operational reasons group baggage that cannot be accommodated on the same flight, as the customers' may be uplifted on alternative flights.

Operational Disruptions

Baggage not uplifted as a result of a flight miss-connection, or other operational disruptions, may be uplifted on alternative flights.

Standby and Last Minute Check-in Baggage (LMC)

Standby and/or LMC baggage not uplifted on the same flight, as the customer may be uplifted on later flights. Provided the customer and their baggage have been registered in the check-in system.

Unaccompanied Carriage

Baggage which cannot be carried in the same aircraft must be carried on a later flight if it can be confirmed that the passenger travelled.

Under NO circumstances can such baggage be carried in an aircraft which departs before the intending passenger.


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6.16.7 Domestic Transfer Baggage

Transfer of baggage between domestic airlines is permitted, provided a baggage interline agreement exists.

6.16.8 Security Confiscated Articles

Rex will not be held responsible for articles which have been confiscated by Airport Security Screening.


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6.17 Checked Baggage

6.17.1 Procedures to Ensure that Transported Checked Baggage Belongs to a Passenger on that Flight

All checked baggage must be tagged with the name, flight number and destination of the passenger or crew member travelling on that flight (refer to Baggage Labelling). Baggage handling staff shall ensure that the bag tags are checked and that bags are loaded onto the correct aircraft.

Rex will ensure that passengers who have checked-in for a flight have boarded that aircraft. Should the passenger not board the aircraft, baggage belonging to the passenger must be offloaded. To ensure this, the following process must be completed prior to the commencement of each flight.

The Flight Attendant must ensure that all passengers entering an aircraft hold a valid boarding pass for that service. For Regional services operated by the Saab 340, at the completion of boarding, the Flight Attendant/pilots shall conduct a head count and confirm with the manifest and the dispatching CSO that the head count reconciles with the number of boarding passes issued for the flight. Head Counts are only required on the Domestic services operated by the Boeing 737-800 if either check-in or boarding were conducted manually for any reason.

The Rex Airport Manager or Agent must retain passenger and baggage reconciliation records for a minimum period of 3 months.

6.17.2 Details of Passenger Manifest

The passenger manifest contains passenger names, seat allocations and the number of bags checked-in for the flight.

6.17.3 Baggage Offload for Fail to Board Passengers

Rex will ensure that all baggage of a passenger who checks-in for a flight on a particular aircraft but fails to board that aircraft shall be off-loaded prior to the departure of the aircraft, except as described below.

If a passenger who has checked in fails to board, or leaves the aircraft prior to the aircraft departing, the following actions must be taken:

Notify the PIC immediately,

The PIC shall ensure that the seat area and lockers near the seat of an offloaded passenger are searched and that all items in the vicinity are identified as belonging to a person who has boarded the aircraft. Any unidentified items are to be off-loaded. The PIC shall also apply this procedure in the event of a ‘fail to reboard’ transit passenger.

Establish if the customer has any checked baggage,

Alert ramp staff, indicating the customers' name, destination and number of pieces of baggage that need to be located and offloaded,


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Advise Operations that a baggage search is being conducted for a fail-to-board customer, which may cause a delay,

Make a general announcement requesting that the customer report to the aircraft departure gate immediately,

Inspect the customers' booking, which might reveal connecting flight information. Check the booking for a mobile phone contact, in an attempt to establish the customers' whereabouts, and

If customers do not arrive for the flight, and if appropriate, their baggage must be offloaded.

Baggage belonging to a passenger who is prevented from entering an aircraft, or is offloaded from an aircraft due to disruptive behaviour, shall be offloaded from the aircraft.

Unless exempted, unaccompanied baggage shall not be carried on an aircraft. To ensure this, baggage belonging to a ‘fail to board’ or offloaded passenger (including involuntary offload due to disruptive behaviour) shall be offloaded from the aircraft. The requirement to offload unaccompanied baggage does not apply when:

After check-in the passenger dies and insufficient time remains to offload the baggage without unduly delaying the service,

Where, unknown to the passenger at check-in, the checked baggage is carried on another air service for safety or other operational purposes,

Where the passenger or crew member disembarks from the aircraft, or does not board the aircraft, because the person travels onboard another air service at the offer (made after check-in) of Rex,

Where the checked baggage is mishandled baggage, or

Where the checked baggage is screened and cleared.

6.18 Clearing Offloaded Checked Baggage

All baggage offloaded from an aircraft shall be returned to the baggage make-up area and retained in a secure environment until it is returned to the owner.

Baggage offloaded due to weight and balance considerations shall be carried in another service as unaccompanied baggage.

Should a passenger be offloaded or refused boarding due to disruptive behaviour, the baggage checked-in by that person shall be immediately returned to the passenger in the terminal, in a location outside any sterile area.

Baggage checked-in by a fail to board passenger shall be held in secure storage. If the passenger is located in the terminal the baggage will be returned to the passenger unless the passenger is re-booked onto another service. In this case, the baggage shall be re-tagged for the intended flight.

Should a fail to board passenger not be located, the following processes shall be initiated to ensure the clearance of the offloaded checked baggage.


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Screened Airport

If the passenger fails to board and cannot be located, the checked baggage shall be isolated in the baggage make-up area, where possible, and the screening authority shall be contacted to assist in screening and clearing the baggage. This shall be conducted in accordance with that airport’s Transport Security Program.

Once the baggage has been cleared it shall be treated as lost property in accordance with the procedures described in the Rex Airport Services Manual.

Non-Screened Airport

If the passenger fails to board and cannot be located, the checked baggage shall be isolated in the baggage make-up area, where possible, and local law enforcement officers shall be contacted to assist in screening and clearing the baggage.

Once the baggage has been cleared it shall be treated as lost property in accordance with the procedures described in the Rex Airport Services Manual.

6.18.1 Unaccompanied Baggage

Unaccompanied baggage may only be carried if:

the baggage is checked in as freight through a suitable agent,

the baggage is mishandled baggage,

a passenger or baggage is carried on another flight due to operational requirements or due to an omission of Rex or it’s agents after check-in and not caused or contributed to by the passenger,

the passenger has disembarked after an unscheduled landing due to emergency or operational reasons,

the passenger dies after check-in and time constraint do not allow the baggage to be offloaded without undue delay to the flight,

the baggage is sent On Company Business (OCB) in accordance with Company procedures.

NOTE

At Security Screened Airports, Security Screened and cleared Baggage is also permitted. At unscreened Ports, unaccompanied baggage that does not meet the above requirements is not permitted for carriage.

Rex will carry no other classes of unaccompanied baggage.


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Mishandled Baggage

Mishandled baggage is baggage which is not carried on board the same air service as the passenger or crew member due to an inadvertent act or omission that is beyond the control of the passenger or crew member.

Mishandled baggage may be carried on an aircraft unaccompanied by the passenger or crew member.

Rush Baggage

Rush baggage shall only be accepted when:

it belongs to a Rex passenger and has been mishandled by Rex or it’s representative, or

it has been claimed by a passenger who has travelled with Rex or another airline, and it is confirmed by the airline forwarding it to Rex that the baggage has been mishandled, or

it is misdirected interline baggage when:

– the airline carrying the passenger has reconciled the baggage tag numbers that have missed the flight,

– the airline carrying the passenger knows that the passenger has travelled and confirms that to Rex

Rush baggage must have a missing bag report attached supporting the original mishandling and/or stating that security controls have been applied to the baggage. All rush baggage is to be consigned as freight and must be accompanied by a manifest.

Baggage and Customer Offload Flowchart

Customer failsto board

Gate

Dispatch

Ramp

Bag Search

Customer Not Found

Bag Offloaded

Customer Found

Customer Search

Customer Embarked

Customer Offloaded

Customer Not Found

New or Amended Trim if Customer

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6.19 Special Acceptance

6.19.1 NOTOC

A NOTOC must be completed for the carriage of firearms, animals, human remains and any other items of special interest. Refer to the Rex Dangerous Goods Manual.

If a passenger is connecting on to another Rex Flight and checks in one of these items the check-in agent must complete a NOTOC for the first sector and telephone the up line port and advise the staff of the on carriage item and the need to prepare a NOTOC for the next sector.

There must be a NOTOC prepared for each sector travelled.

The Airport staff at the up line port will then advise the ramp staff that they will be required to sign the NOTOC after having loaded the special load item.

Ramp staff are to remain vigilant when loading any special load items to ensure that a NOTOC has been supplied and they must also ensure they sign the NOTOC to confirm correct loading.

When only a non-original NOTOC is provided from the freight forwarder (e.g. AeE) for the consignment of Dangerous Goods Freight, two copies of the NOTOC must be issued from the local operations or trim room and forwarded to the aircraft for signing. When signed, one copy must be passed to the flight crew prior to departure and the second retained with the trim sheets and returned to local operations.

6.19.2 NOTOC Documentation

When any dangerous goods or special load items are carried, three separate signatures are required to formalise a NOTOC for the carriage of dangerous goods on Rex flights, they include:

Prepared by - This section is to be signed by the Logistics staff or freight forwarder responsible for preparing the NOTOC.

Loaded as Shown - This section is to be signed by the person who physically loaded the freight onto the aircraft. This person is also responsible for inspecting the package and ensuring that there is no evidence of any damage or leaking from the package containing dangerous goods.

Captain's - This section is to be signed by the Captain operating the flight carrying the dangerous goods item.

Only once all 3 signatures have been recorded on the NOTOC is the freight permitted for carriage. Staff must also print their name when signing.

To ensure the NOTOC is completed and in accordance with company acceptance procedures, this NOTOC must be accurately passed to the various people required to sign the NOTOC. A copy of the NOTOC will be forwarded with all DG consigned freight either from logistics staff or freight forwarder directly or attached to the DG item (for multiple sector consignments). Logistics staff of the freight forwarder will complete the NOTOC and sign the 'Prepared by' section.


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Staff loading freight onto the aircraft will retrieve the NOTOC from either their dispatch staff or remove the NOTOC attached to the box for multiple sector consignments. Once the loader has inspected the package for damage and correctly loaded the freight onto the aircraft, the person loading the freight must sign the 'Loaded as Shown' section of the NOTOC and pass the NOTOC to the Flight Crew operating the service.

All measures must be taken to pass the NOTOC to the operating Flight Crew. If Crew are not present, the NOTOC is to be taken into the aircraft and positioned in the Aircraft cockpit on the Captain's seat face up for Flight Crew to retrieve prior to departure.

A copy of the completed NOTOC with all 3 signatures is to remain with Flight Crew and a second copy passed to Ground staff to be retained at the departing port with the flights post departure documentation.

6.19.3 Carriage of Dangerous Goods by Law Enforcement Agencies

CASA instrument CASA 22/19 authorises the consignment and carriage of Capsicum Spray and Tasers by Law Enforcement Agencies on Rex and Pel-Air aircraft. The approval requires the airline to hold a copy of the Standard Operating Procedures for each Law Enforcement Agency prior to forwarding an authorisation letter.

Only the Australian Federal Police, New South Wales Police Force, South Australian Police Force, NSW Sheriff’s Department and Tasmania Police Service are currently approved for the carriage of these items. Tasmanian Police may NOT carry Capsicum spray as their issued canisters are larger then the maximum size allowed in the Instrument. Members of other Law enforcement agencies may NOT carry these items in the aircraft until Standard Operating Procedures are received by us and this notification will be updated accordingly.

The items covered in the approval must be declared at check-in. The passenger must provide their service identification and also carry a copy of the approval letter sent to their service by Rex. The letter constitutes Operator Approval in accordance with the Dangerous Goods Regulations.

The carriage of Capsicum Spray must be in accordance with the current procedures outlined in the Rex Dangerous Goods Manual.

Conducted Energy Devices such as Tasers must be protected in either their protective holsters or in specifically designed cases. Cartridges must be removed from the device and/or a protective plastic clip must be installed for their device.

All items carried by a Law Enforcement Officer including firearms, ammunition, capsicum spray and Tasers may be carried in the same checked bag. Only one set of equipment (one capsicum spray canister, one allowance of ammunition and one taser) may be carried in each bag.

Baggage containing the above items must be delivered to the passengers by hand at the destination after the production of service identity, in the same manner as firearms. These items must NOT be placed on the arrival carousel or baggage barrow.


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6.19.4 Acceptance of Animals

Rex will accept animals as baggage or excess baggage on all services, provided International Air Transport Association, Department of Transport & Communication, State Agriculture and Company regulations are observed.

Domestic animals will be accepted provided that the animal is carried in a suitable Domestic Animal Container. Refer Domestic Animal Container Requirements. If this rule cannot be met the animal must be consigned through an approved freight agent.

Animals, except Guide Dogs and Special Assistance Dogs, are a 'must charge' item regardless of customer profile or the amount of baggage checked in. Animals must only be accepted as excess baggage at the current excess baggage rate due to the special handling requirements. Refer Excess Baggage.

For customers travelling on international services ex Australia, Rex will check animals only to the gateway station. The customer will have to claim the animal and recheck it with the international carrier.

Animals accepted as baggage come within the category of registered baggage in respect of the Company's liability. Any additional insurance required must be arranged with an independent Company specialising in livestock insurance.

Under normal circumstances, a customer holding a valid ticket and confirmed reservation must accompany the animal(s). However, where the customer is NOT confirmed on the flight, the animal(s) will be accepted for carriage only AFTER staff have assessed the likelihood of the customer being accepted on the flight. Animals and/or empty containers not accompanied by a customer, must be consigned as air freight.

Hooved animals such as sheep, pigs and goats must never be carried on customer aircraft as they may contaminate the customer compartment.

Consigned animal containers shall be labelled with a 'Live Animals' (IATA Standard) Label.

Rex will refuse acceptance of animals as baggage, or air freight if:

The container is in a state of disrepair and there is a likelihood of the animal escaping,

The container or animal is unclean,

The animal appears diseased,

The animal is unduly savage,

The container does not meet the requirements and specifications as set out in Domestic Animal Container Requirements, or

The animal is a snub nosed or Brachycephalic dog.

Only one animal per container will be carried, with the following exceptions:

Small birds – the actual number of birds carried must be commensurate with the size of the container in relation to the size of the birds;

Puppies – no more than two puppies per container provided the puppies are between 8 weeks and 6 months of age, are not antagonistic to each other and weigh less than 9kg per animal; and


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Kittens – no more than two kittens per container between the ages of 8 weeks and 6 months provided they are used to residing together and pose no danger to each other.

The maximum number of containers, per customer, that can be accepted as baggage is:

Two small pet packs,

Two large pet packs, or

Saab 340 : 1 size 5 crate (maximum 77 cm x 51 cm x 101 cm).

Boeing 737-800 : 1 large crate not exceeding120 cm (H)x80 cm (W) x 70 cm (L).

Live birds or animals carried as freight or checked baggage must be included on the Special Load Notification to the Captain (NOTOC).

Carriage of Greyhounds

The carriage of greyhounds is restricted to a maximum of one per customer (they must accompany the customer on the same flight). The appropriate excess baggage rates will apply.

Racing greyhounds must be restricted from turning around.

Customers requesting carriage of animals (on our services) are to be advised to obtain veterinary advice in regard as to whether it may be appropriate to sedate the animal for the journey. However, this is a recommendation only, not a mandatory requirement.

Carriage of Animals - Queensland

All Rex Staff and Agents must ensure appropriate measures are taken to prevent heat stress on animals consigned as freight or as passenger baggage on multiple sector routes in Queensland. Animals must not be kept in areas of excessive heat for an extended period. In the event that an aircraft remains on the apron for longer than the scheduled turnaround period, for any reason, the animal cage is to be removed from the cargo hold and kept in a cool area out of direct sun until such time that the aircraft departs. Where possible, water must also be provided for the animals.

Transport of Dogs to Tasmania

Dogs arriving in Tasmania will be required to be treated for Hydatid Tapeworms prior to entry. Dogs which have been treated within the previous 14 days will be admitted if accompanied by documentation of proof of treatment. For details please call 1300 368 550. Calls to this Department of Primary Industries and Fisheries number are free. It is preferred that all dogs be treated for hydatid before entry to Tasmania but if this is not the case the Dept of Primary Industries and Fisheries will provide tablets for on the spot treatment at entry.


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Domestic Animal Container Requirements

The doors of all plastic pet pack containers must be secured with a tie to prevent inadvertent opening of the door. For animals that are checked-in, staff may provide a plastic tie to secure the door if it was not provided by the passenger.

Small pet packs with dimensions of 30 cm (H) x 30 cm (W) x 38 cm (L) are suitable for the carriage of cats and dogs up to small terrier size.

Larger pet packs with dimensions of 66 cm (H) x 36 cm (W) x 52 (L) are suitable for dogs up to Cocker Spaniel size.

For dogs larger than Cocker Spaniel size the container must be an approved crate which meets the following requirements:

Wire mesh - minimum gauge to be 8 SWG,

Two lifting handles - panels to be fitted to protect staff during lifting,

Escape proof hinges and latches, and

Bottom covered with galvanised metal tray with corners and edges soldered and rolled up a minimum of 8 cm.

The maximum dimensions of each container that can be accepted as baggage is:

Rex Regional (Saab 340)

77 cm (H) x 51 cm (W) x 101cm (L).

Rex Domestic (Boeing 737-800)

120 cm (H) x 80 cm (W) x 70 cm (L).

All animal containers must have the following characteristics:

Must be large enough to allow the animal to stand up and turn around (except for greyhounds),

Be constructed so as to provide adequate ventilation,

Inhibits the leakage of liquids. Containers must be fitted with a non-spill tray and absorbent material,

Be strong enough to withstand normal bulk handling conditions and to prevent escape by the animal's chewing or force, and

The door of the cage/contained must have some type of locking mechanism or must be locked with cable ties.

Containers made of cardboard or soft corrugated plastic are not acceptable for carriage as they are not strong enough for normal handling and animals can chew through them.

Domestic Animal Container Specifications

Each animal must be transported in a double meshed nose-proof and paw-proof container that meets the standards specified in Container Requirement 1 of the IATA Live Animals Regulations.

The container must incorporate a facility for providing water for the animal during the journey. Unfixed water vessels are not acceptable, as they are likely to overturn in flight/transit.


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Staff Responsibilities

Staff responsibilities are as follows:

Physical handling of the animal during loading and unloading,

Safety of the animal during loading and unloading,

Care of the animal during transit,

Take all care to protect the welfare of the animal when under their care, and

Ensure animals are provided with adequate ventilation and are protected from inclement environmental conditions, such as excessive sunlight, noise and rain.

Staff are to be mindful to ensure animals are not kept in areas of excessive heat for an extended period. In the event that the aircraft remains on the apron for longer than the scheduled turnaround period, due to an aircraft delay or breakdown, the animal containers are to be removed from the cargo hold and kept in a cool area out of direct sun until such time that the aircraft departs. Where possible, attempts must be made to provide water to the animals.

Carriage of Live Fish

The carriage of live fish as cabin or checked baggage has been identified as a safety hazard and consequently customers carrying live fish must be directed to an approved freight agent to have this baggage consigned as freight.

Carriage of Seafood

If seafood spillage occurs during a flight, loading staff must report the details as follows:

Port Manager,

Engineering (Hub Port), and

Freight Agent (if applicable).

A report must be submitted via the Rex SMS Reporting System.

Frozen or fresh seafood may be accepted as checked-in baggage provided the following conditions are met:

The container must be in good condition with no cracks or damage, which may allow leakage,

The container must have sufficient absorbent material inside to soak up condensation or leakage,

Dry or wet ice may be used as a refrigerant. For regulations concerning the carriage of Dry Ice see Rex Dangerous Goods Manual,

Wet ice may only be used if the seafood and the ice are in two separate plastic bags, this is to prevent the seafood and melted ice becoming a salt water dilution. The plastic bags must be 100 microns thick (0.1mm) and must be either heat sealed or double tied in a goose-neck,


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The container must be either tied or taped closed to help prevent leakage. If taped closed, the container must be taped twice in both directions,

The complete package must not weigh in excess of the published baggage allowance, and

The item must be tagged with a Limited Release tag indicating the contents are perishable, and the customer must sign the Limited Release tag. Refer Limited Release - Conditional Acceptance Tag.

Check-in staff must ensure all of the above conditions of carriage are met by either questioning the customer or inspecting the container.

NOTE

No animals (except guide dogs) can enter the ADL and TSV terminal, therefore must be consigned as freight.

6.19.5 Acceptance of Electronic Devices

Items falling into this category, may be accepted as checked or cabin baggage, however are subject to the following conditions:

Because of their fragile nature, such items will be consigned under Limited Release conditions when accepted as checked baggage, and

These items are subject to normal published cabin baggage rules when carried on-board.

NOTE

Battery Powered portable electronic devices (i.e. e-cigarettes) must be carried in the cabin and may not be re-charged while in the aircraft.

Hoverboards are not permitted for carriage as either checked or carry-on baggage.


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6.19.6 Cartons Accepted as Checked Baggage

Unusual items of checked baggage such as cartons can often be incorrectly identified (ex inbound services) as airfreight and as a consequence, are misdirected to the freight hangar. As a result, customers are inconvenienced and the Company incurs unnecessary costs in restoring the item to the customer.

To avoid these misdirections, staff must remove all ‘old’ airfreight stickers (if any are present) when accepting these types of items as checked baggage.

6.19.7 Carriage of Duty Free Items

Whenever duty-free items are carried as part of the customer's cabin baggage, normal cabin baggage limitations will be observed. For example, the customer is still limited to two items of cabin baggage. Refer to Rex Dangerous Goods Manual for limits on the carriage of alcohol.

In circumstances when check in staff accept/check in duty free goods as check baggage they must only be checked to the gateway station, where the customer must claim it and recheck it with the international carrier.

6.19.8 Acceptance of Fragile/Perishable Items

Any baggage item that may be susceptible to damage, breakage or spoilage during handling, or transit, may only be accepted as checked baggage, provided strict packaging requirements are met.

Items must be labelled using a Limited Release label, the customer advised accordingly, and their signature obtained. Refer to Limited Release and Fragile Baggage Tag for more information.

6.19.9 Acceptance of Dry Ice

Dry ice can be accepted as carry on baggage or checked baggage in quantities not exceeding 2.5 kg per customer.

All dry ice exceeding these limitations must be consigned by an approved agent and shipped as freight.

There is no limit to the total capacity of dry ice which may be carried in the aircraft.

Ensure that the item being refrigerated is not a dangerous good. If in doubt, refer to the Rex Dangerous Goods Manual for clarification.

Dangerous goods labelling, marking and advice to the Captain via the NOTOC are not required for cabin baggage containing 2.5 kg or less of dry ice, however a NOTOC is required for dry ice carried in the cargo compartment and the Dry Ice label must be attached to the bag.


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6.19.10 Dangerous Goods

Refer Rex Dangerous Goods Manual for handling procedures and restrictions.

6.19.11 Carriage of Firearms, Weapons and Other Prohibited Items

General

Rex will ensure that weapons are not carried in the passenger compartment or flight deck of any of their aircraft unless the Secretary has permitted the carriage. If a weapon is permitted to be carried on board an aircraft, Rex will ensure that the weapon is carried in accordance with the conditions of the permission.

One or more weapons may be carried in an aircraft provided:

each weapon is carried in accordance with a written direction of the Secretary; or

each weapon forms part of the equipment of the aircraft in accordance with the operations manual for the aircraft; or

each weapon is carried on the aircraft under the control of the pilot in command AND because an animal that could endanger the safety of the aircraft, or persons on board, is being carried on the aircraft.

Weapons, firearms and ammunition are not permitted in a Sterile Area or in the cabin of a Rex aircraft, except when the item is carried by an on-duty member of the following organisations who, in the case of an aircraft, has the consent of Rex and the Pilot in Command (PIC), and is not intending to travel aboard an aircraft as a passenger:

the Australian Federal Police,

a police force of a state or territory,

the Australian Defence Force engaged in resolving an unlawful interference with aviation, and

the uniformed security force of the airport.

Firearms and ammunition may be permitted in the sterile area and in the cabin of an aircraft when carried by an Air Security Officer (ASO) who is on duty, intending to fly and has the consent of Rex.

Application for variation to this policy must be submitted in writing to the Group Security Manager.

The Australian Federal Police, New South Wales Police Force, South Australian Police Force and New South Wales Sheriff's Department have been approved for the carriage of Capsicum Spray and Tasers on Rex and Pel-Air aircraft. The Tasmanian Police Service has been approved for the carriage of Tasers ONLY. Members of other law enforcement agencies may NOT carry these items in the aircraft. These items must be declared at check-in. The passenger must provide their service identification and also carry the approval letter sent to their service by Rex. This letter constitutes Operator Approval in accordance with the Dangerous Goods Regulations.


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The carriage of Capsicum Spray must be in accordance with the current procedures outlined in the Rex Dangerous Goods Manual. Conducted Energy devices such as Tasers must be protected in either their protective holsters or in specially designed cases.

Cartridges must be removed from the device and/or a protective plastic clip must be installed on the device. All items carried by a Law Enforcement Office including firearms, ammunition, capsicum spray and tasers may be carried in the same checked bag. Only one set of equipment (one capsicum spray canister, one allowance of ammunition and one taser) may be carried in each bag.

Baggage containing these items must be delivered to the passenger by hand at the destination after the production of the service identity, in the same manner as firearms as outlined below. These items must NOT be placed on the arrival carousel or baggage barrow.

Booking and Check-in

Weapons, unloaded firearms and ammunition, may be carried either in checked baggage or in the freight compartment of a passenger or charter aircraft, or carried as general cargo in a cargo aircraft, provided that ICAO Technical Instructions for the safe transport of goods by air or the IATA Dangerous Goods Regulations are observed and the appropriate documentation is completed.

Neither Rex nor the PIC is obliged to carry a firearm which might be permitted carriage by way of the above exemptions.

Booking

Should a passenger advise during the booking process that one or more firearms will be carried, the Booking Agent or Reservations staff member shall inform the passenger that:

a. The firearm(s) shall be unloaded.

b. The bolt is to be removed (if possible) rendering the firearm safe.

c. The firearm(s) or parts are to be carried in one or more locked bags or cases for carriage in the hold. Multiple firearms may be carried in one case or bag.

d. No more than 5kg of ammunition is to be carried.

e. Ammunition must be packed in original manufacturer's packaging (for police officers and Australian Defence Force personnel, ammunition may be packed in no more than two (2) magazines suitable to the weapon carried). Ammunition must be labelled 'Cartridges for sporting purposes/Division 1.4s'.

The Booking Agent/Reservations staff member must add a comment into the Passenger Name Record (PNR) using an SSR comment stating 'Firearm being carried'.

No part of the firearm is to be carried in the cabin of the aircraft. The passenger must also be informed to produce a firearm/shooters licence, Police Identification or Defence Force Identification (for weapons of war and military firearms) at check-in. Carriage of the weapon will be denied where these conditions are not met.


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Check-in of Firearms and Ammunition

At check-in the passenger, except an Air Security Officer (ASO), shall declare that a firearm is being carried and produce a firearm/shooters licence, Police identification or Defence Force Identification. The passenger shall be asked to confirm that the weapon is unloaded, the bolt removed (where possible) and that not more than 5 kg of ammunition is being carried in the checked baggage.

Military firearms being carried by Defence Force personnel may be carried fully assembled with the exception of the magazine, however, they are to be fully encased in secured wrapping.

If more than 5 kg of ammunition is in the baggage, the ammunition must be delivered to a cargo agent by the owner. A dangerous goods agent may be required to package the ammunition as freight.

If the firearm is not in a locked bag or case, the Group Security Manager shall be contacted for carriage approval. Staff are reminded that multiple firearms may be carried in the same bag or case.

The bag containing the firearm(s) shall be labelled with a 'Deliver to Baggage Services' tag and the passenger shall be advised to retrieve the bag from the baggage services or a Rex staff member at the destination.

The presence of a Firearm or ammunition in checked baggage must be annotated on the Notice to Captain (NOTOC).

Check-in of Other Weapons

All other weapons must be carried in checked baggage or in the cargo hold as freight provided:

the weapon is not prohibited from carriage by air, and

the weapon is properly packed in accordance with dangerous goods regulations where applicable.

Check-in by Unscreened Passengers

Rex operates unscreened aircraft from Regional airports. At airports where screening is not conducted or for flights carrying unscreened passengers, a sign shall be displayed prior to check-in informing passengers to declare any weapon, firearm or ammunition in their checked or carry-on baggage to the CSO at check-in.

The CSO or agent shall request and confirm from the passenger that the firearm is unloaded. The CSO shall ensure that the weapon, firearm and ammunition is carried in the baggage hold of the aircraft.

Check-in by Unaccompanied Minors

Various shooting competitions cater for junior shooters who may wish to travel with their firearms. Should an Unaccompanied Minor wish to travel with a firearm, a parent or guardian shall assist at check-in and present both the junior shooters/firearms licence and the adult’s proof of identity.


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Should a parent or guardian not be available at check-in, the Unaccompanied Minor must be accompanied by an adult licensed shooter who shall produce both shooting/firearms licenses.

Confiscated or Surrendered Items

Weapons, firearms and ammunition that have been confiscated or surrendered at the screening point from a person intending to travel are to be taken to the aircraft hold if they can be correctly packed. Firearms that are not in a locked bag or case are not to be carried unless authorised by the Group Security Manager and the PIC.

Such items which are not carried on an aircraft must be securely stored pending advice from the Group Security Manager. In some airports local law enforcement agencies may be requested to assist with the storage of the item if a proper facility is not available at the airport.

Munitions of War

Rex is permitted to carry munitions of war on aircraft chartered by the Australian Defence Force or on regular passenger-carrying services only with the approval of the Secretary of the Department. These weapons and munitions may be carried on behalf of the Australian Defence Force or a Foreign military organisation involved in joint exercises or operations with the Australian Defence Force.

Munitions of war must be subject to standard Dangerous Goods packaging and Handling procedures.

Carriage Of Firearms On Flights Carrying Animals

Firearms may be carried on Australian flights carrying animals that could endanger the safety of the aircraft or the safety of people onboard the aircraft. In this circumstance the firearm must be listed as part of the aircraft equipment in the Flight Operations Manual and the firearm is to be under the control of the PIC.

Specific approval for adhoc carriage of firearms under this condition shall be obtained from the Secretary, Office of Transport Security.

Returning a Firearm to the Owner

Baggage unloaded from an aircraft labelled with a 'Return to Baggage Services' tag shall be taken directly to baggage services, or the Rex Agent at ports where such services do not exist. Under no circumstances is such baggage to be placed on the baggage carousel or the baggage retrieval barrow.

The CSO returning the firearm to the owner must match the bag tag to the boarding pass presented by the passenger and sight the shooters licence, police identification or Defence Force identification.


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Firearms

Firearms may be carried into the cabin of a Rex aircraft by law enforcements officers responding to a security emergency, provided the aircraft is on the ground and the Rex has authorised the officer to enter the aircraft.

Rex shall not carry any animal which may endanger the passengers or aircraft and thus no firearm will be carried on the flight deck, at any time.

VIP Protective Service Officers

VIP Protective Service officers may wish to carry firearms in the performance of their duties. The following procedures must be applied when VIP Protective Service officers wish to travel with a firearm:

the firearm must be unloaded however, it may remain completely assembled in all other respects and must be carried in a locked case or ready use bag (brief case is suitable);

ready use ammunition may be carried in magazines, all other ammunition must be carried in manufacturers packaging;

the officer must advise the check-in CSO that the baggage contains a firearm and the CSO must check the officers identity;

at airports with a sterile area the firearm is tagged and carried in accordance with firearm procedures;

at Regional airports where no sterile area exists the bag containing the firearm is handed to the First Officer at the base of the aircraft stairs for orange tagging and carriage in the cargo hold in accordance with the procedures described in this Manual;

the bag containing the firearm is hand delivered to the officer on the completion of the flight.

Air Security Officers

Rex may carry Air Security Officers. Air Security Officers will be carried in accordance with procedures agreed between the Group Security Manager and the Australian Federal Police (AFP).

Restraints

Escorts for Persons in Lawful Custody must carry sufficient restraint devices for the PILC's being carried. Refer to Persons in Lawful Custody.

Disabling Spray

Oleo Resin Capsicum spray may be carried by members of State and Territory Police services as well as the Australian Federal Police. Carriage must be in the cargo hold in accordance with the following:


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the net quantity must not exceed 50 grams per container,

only one container may be carried in each item of checked baggage, and

the container valve must be protected by a cap.

Electrical Discharging Disabling Devices

All electric discharge disabling devices such as tasers may not be carried on Rex aircraft as either checked in or carry on luggage. Law enforcement officers may check-in these devices provided they have a letter from Rex granting approval for carriage.

Tagging of Firearms

Firearms are to have the tag as shown below completed and attached to the firearm. The tag is in duplicate and once completed, the front coupon is to be separated and the baggage receipt attached. The remaining section is to be placed onto the firearm to flag to handling staff that it is a firearm and is not to be placed onto public baggage collection facilities.


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6.20 Baggage Services

Customer Service staff in airport locations must at all times appreciate that customer contact may be sensitive, as in many cases personal property will be the focus of discussion.

Staff are to offer assistance to customers collecting baggage, particularly in locating unusual items that may not have been delivered to belt/conveyor systems. These items may include strollers, basinets, bicycles, surfboards or other items that are susceptible to damage.

Staff must at all times be alert to the security of unclaimed items. This includes the removal of all uncollected items from baggage delivery devices, for example, conveyors.

Unclaimed items must be held in a secured location for subsequent identification and/or collection. All care must be taken to avoid spoilage/damage to unclaimed perishable/fragile items.

6.20.1 Items Unsuitable for Checked Baggage

Whenever an item is presented for carriage as customer checked baggage, and it is not suitable for acceptance by virtue of category, weight and/or size, the customer is required to consign that item as freight and seek alternative means of transport.

6.20.2 Offloaded Customer Baggage

Customer baggage can be offloaded due to:

Space and/or weight limitations of the aircraft, and

Baggage presented after flight close (Too late to load).

When offloading occurs it is imperative that the down-line (destination) port is advised so that the customer can be notified and advised when baggage will be available for collection or delivery. Refer to Offloading Procedure due to Weight Restrictions for more information.

6.20.3 Mishandled Registered Baggage

There are several ways that staff are able to assist in reducing the amount of customer baggage that is damaged or mishandled, and includes:

Remove all old tags from bags and cover freight labels with the baggage sticker or tape,

In Hub ports where baggage conveyor systems are operable, pack prams, pushers, baby capsules, child seats and back packs are to either put in tubs, sent down oversized baggage belts, or taken to baggage room,

In ports where baggage conveyor systems operate, ensure bag tags are not covered and orientation of the bag tag will enable systems to clearly scan the barcode on the bag tag,


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Ensure Limited Release or Fragile Tag is signed for fragile, unsuitably packed or damaged items, and mark the back of the Baggage Receipt accordingly, and

Check that the weight of each bag is under 32 kilos and if over 20 kilos have a clearly marked Heavy Baggage Label attached.

Mishandled Baggage Tracing

Where the uplifting port identifies mishandled baggage they must advise the down-line (destination) port immediately so that the customer can be advised of the situation immediately upon arrival.

Mishandled baggage can be the result of differing circumstances, but the more common ones are:

Failure to tranship from another service,

Baggage over-stowed on the aircraft,

Articles mistaken for cargo,

Destination label detached from the property, and

Incorrect baggage labelling.

Whatever the reason may be, the Company is required to locate the baggage and return it to the customer with minimum delay.

Once it is established that registered baggage is missing or damaged, a record of the mishandling must be made immediately.

It is most important to ensure that the standard of documentation and tracing system information relating to misplaced baggage is maintained at a high level, this includes completing a Missing or Damaged Baggage Statement and ensuring that all customer details are accurate. This will increase the likelihood of baggage being located. It will also assist other staff when making judgements of reimbursement.

When a customer advises that their baggage cannot be located, the following checks are to be made immediately:

Did the baggage arrive on an earlier flight and is it being held in a secure area?

Did the customer travel on the flight endorsed on the ticket?

Was the customer offered an earlier flight?

Is the customer in possession of the identification portion of baggage label? Does the baggage label identification portion correspond with the customer's final destination?

Could the misplaced baggage be mistaken for cargo?

Has all baggage been unloaded from aircraft, or could it be over-stowed?

Has the baggage been placed on the correct baggage delivery device, for example, carousel?


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It is quite possible that the baggage is in transit or was never checked-in. This could especially be the case if the flight endorsed on the ticket is arriving later or the customer does not have an identification portion of the label.

Establish whether the customer's baggage is still at the originating station and if so, arrange for it to be on-forwarded.

Service recovery is vital when dealing with customers whose baggage has been mishandled. As a minimum service standard, local staff are to contact the customer at least once a day to update on progress. Outer ports are to fax a completed copy of the Missing or Damaged Baggage Statement to their Hub Station, where hub station staff will follow-up tracking procedures.

Refer to Baggage, Personal Injury and Cargo/Mail Claims Procedure for the processing of baggage claims.

Restoration of Offloaded and Mishandled Baggage

The customer is responsible for any costs associated with the delivery of baggage should it not be uplifted for reasons that is too late to load or is excess baggage. (See Standby Baggage Tag, Limited Release and/or Excess Baggage).

When checked baggage has been misplaced and subsequently located, the restoration of the baggage to the customer will be at the Company's expense.

Local management are to be consulted in circumstances when there is any uncertainty as to who is responsible for delivery/restoration costs of the mishandled baggage.

When restoring misplaced baggage to a customer, it must be done with the least possible delay and in the most cost efficient manner.

When mishandled property is being forwarded from one station to another, for example, domestic to domestic, or domestic to international etc., the Rush Baggage Tag must be used.

Contact the customer and advise them that their baggage has been located and of the expected delivery time. Local management will be required to make suitable arrangements for baggage restoration.

Whenever it is necessary to organise the delivery of mishandled baggage on behalf of international carriers, it is important to observe the following guidelines:

The original Rush Tag (or copy thereof) must be attached to the general invoice, or

Details of the customer's name, baggage file reference number and the airline/station expediting the bag must be included on the general invoice.

Under no circumstances is the Rush Tag be attached to the invoice received from the taxi/courier company (which is subsequently forwarded to Accounts Receivable).


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BAGGAGE

Baggage Services

Chapter 6 Page 74


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Mishandled and/or Damaged Baggage Claims

Before reporting mishandled or damaged baggage, ascertain whether a Limited Release Tag was used for the baggage. This can be in the form of the reverse of a thermal destination tag, a standby tag, and/or fragile tag. (See Standby Baggage Tag, Limited Release and/or Fragile Baggage Tag). The use of a Limited Release Tag will limit the Company's liability.

Refer to Baggage, Personal Injury and Cargo/Mail Claims Procedure for the processing of baggage claims.

Rex staff must not promise an automatic payment of any claim, but advise the customer that the claim has been forwarded to management for assessment and finalisation.

6.20.4 Unclaimed Registered Baggage

Baggage, left unclaimed after a flight arrival, must be checked to ensure that the correct destination/flight number label is attached. If the baggage tag is a thermal, customer details will be shown on it. The customer's PNR is to be viewed to find a contact number, and the customer must be contacted.

If baggage arrives unlabelled, a Rush Label must be attached to show arriving flight number and date.

Unidentifiable unclaimed baggage must be placed in a secure holding area and not left unattended in baggage collection areas. Persons claiming baggage must produce a baggage label identification tag before delivery is made.

Sometimes unclaimed baggage may be similar in description to items reported as missing and may indicate an item has been collected in error.

If any baggage remains unclaimed at the end of the day, procedures to identify the owner must be initiated. If baggage has to be opened to establish identity, it must be done under the supervision of a second staff member.

The Company will not be liable for any loss if the customer fails to collect any checked or cabin baggage. If such baggage is not claimed after 90 days after the flight it will be deemed to be abandoned and the Company may dispose of it without notifying the customer and without liability on the Company's part.

The destination port must also be contacted so that staff can update the customer when the Missing Bag report is raised. When restoring the bag, all ports involved must be kept informed of the shipping details to prevent mishandling. Customers are also be advised regularly of the status of the baggage.

6.20.5 Baggage Mishandling Involving Interline Carriers

Refer to applicable interline Memorandum of Understandings for baggage mishandling and claim procedure.


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Documents

Rex Airport Services Manual