Rex Airlines enters administration: How to rebook refund cancelled flights

Rex Airlines, which operates an essential regional airline, has just entered voluntary administration and cancelled flights between major cities. Here’s what to do next.

Rex Airlines has entered voluntary administration and grounded its fleet of aircraft flying between major airports.

In a statement on its website, Rex Group announced that regional planes would continue flying as scheduled while all domestic passengers could rebook cancelled flights between major cities with Virgin Australia at no extra cost. Refunds would not be offered.

Qantas and Jetstar on Wednesday announced they too would be offering affected customers flights at no charge.
Rex ticket holders should not go to an airport for their flights until alternate bookings have been made with Virgin.

It comes as Ernst and Young were appointed administrators after Rex’s failed bid to take on major airlines on main line routes.

Virgin Australia Group CEO Jayne Hrdlicka said their team was moving quickly to support Rex’s customers find new flights, and employees who could lose their jobs.

“Impacted Rex customers will be supported with rebooking on an equivalent Virgin Australia service free of charge,” the spokesperson said.

“People whose employment has been affected should visit the expression of interest form on our website to apply for open positions.”

A Qantas Group statement said: “Rex customers impacted by cancelled flights due to the grounding of their domestic jet services can contact Qantas and Jetstar to be re-accommodated on the same route as their original booking at no charge, where we have seats available.”
The embattled airline halted trading on the ASX on Monday, raising concerns for its future and prompting speculation it would be put into administration.

Rex – Regional Express Airlines – was formed in 2002 and expanded its operations in March 2021, flying between major city routes.

The ambitious expansion is likely responsible for the airline coming to the brink of collapse, with Prime Minister Anthony Albanese taking aim at the revised strategy.

“One of the things that I expressed concern about was that Rex moved away from their traditional role of being a regional airline into flights from Sydney to Melbourne,” Mr Albanese said.

“Rex as a regional airline provides important links with regional communities and particularly between capital cities and regional communities. It is important for those local economies.”

Here’s everything you need to know if you have a flight booked with Rex Airlines.

IS REX AIRLINES STILL OPERATING?

Rex grounded it’s fleet of Boeing 737s flying between major cities and airports. Its fleet of Saab 340s will continue flying regional routes, and you can still book flights with no change to regular services.

WHAT IS REX SAYING?

Holders of affected tickets should not come to the airport for their flight until they have made alternative arrangements with Virgin Airways. Eligible customers will be re-accommodated on Virgin Australia flights as close as practicable to their original time of travel.

CAN I GET A REFUND?

Rex are not offering refunds. Instead, an agreement with Virgin Australia will honour all prepaid tickets for the Rex Group’ direct services between domestic capital cities, at no additional cost to passengers.

WHAT ARE THE AFFECTED ROUTES?

• Melbourne (MEL) to Adelaide (ADL), Canberra (CBR), Brisbane (BNE), Coolangatta, Gold Coast (OOL), Hobart (HBA), Sydney (SYD) and Perth (PER).

• Sydney (SYD) to Brisbane (BNE), Coolangatta, Gold Coast (OOL) and Adelaide (ADL).

• Brisbane (BNE) to Adelaide (ADL) and Cairns (CNS).

• Adelaide (ADL) to Perth (PER).

I HAVE A FLIGHT WITH REX BOOKED. HOW CAN I REBOOK?

Customers will need to contact Virgin Australia before 14 August 2024 to take up this offer.
Rex customers with imminent travel in the next 48 hours should contact the Virgin Australia Guest Contact Centre on 13 67 89. Those travelling outside 48 hours should visit the Virgin Australia website to complete a rebooking form.

WHAT IF I DON’T BOOK BEFORE AUGUST 14?

Tickets will not be honoured and become void if not rebooked before August 14.

HOW CAN I CONTACT REX?

Affected customers should be contacted directly by Rex. 

HOW DO I REACH REX DIRECTLY?

Tickets cannot be rebooked through Rex. Contact Virgin Australia before August 14. If you have to reach Rex for other reasons, their details are:

During phone line hours below (AEST) you can call 13 17 13:

Monday to Friday: 6:00AM to 11:59PM

Saturday & Sunday: 7:00AM to 11:00PM

For calls outside Australia call [phone]

I CAN’T GET THROUGH. WHAT SHOULD I DO?

There is likely a number of people doing exactly what you are doing, causing a delay in customer service. Get in touch with Rex through their phone line first.

If no luck, try online via Facebook Messenger and WhatsApp during the following hours (AEST):

Monday to Friday: 6am to 8pm

Saturday & Sunday: 7am to 7pm

HOW TO REBOOK WITH QANTAS OR JETSTAR

WHAT ABOUT MY FREQUENT FLYER POINTS?

Frequent flyer points will be frozen during the administration and cannot be used or accrued during this period.

“In the event of a successful restructure of the business accrued points may become available again. Further information will be provided in due course,” Rex said in a statement.

KNOW YOUR RIGHTS

According to the ACCC, travel services, such as flights and tours, come with basic consumer rights known as consumer guarantees.

This includes the guarantee that services will be provided within a reasonable time after being delayed or cancelled.

Consumers may be entitled to a replacement travel service or refund if a travel service is delayed or cancelled, depending on the circumstances.

Airlines like Rex have compensation policies that set out what they’ll do if a flight is delayed or cancelled.

Originally published as Rex Airlines enters administration: How to rebook refund cancelled flights