Flights between major airports have been cancelled, with the Rex Group’s domestic fleet of Boeing 737 aircraft are all grounded.
Virgin Australia has made an offer to honour all prepaid tickets for the Rex Group’ direct services between domestic capital cities, at no additional cost to passengers.
If you hold a prepaid ticket for future travel on any of these routes, you can transfer your Rex booking to a similar Virgin Australia flight.
To rebook your travel, contact the Virgin Australia Guest Contact Centre on 13 67 89 or visit www.virginaustralia.com by Wednesday 14 August 2024.
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 reaccommodated on Virgin Australia flights as close as practicable to their original time of travel.
Affected customers are being contacted directly by the airline.
1. Can I get a refund for a cancelled flight?
We are not offering refunds, but an agreement has been reached with Virgin Australia to honour all prepaid tickets for the Rex Group’ direct services between domestic capital cities, at no additional cost to passengers. The affected routes are listed below.
Eligible customers will be reaccommodated on Virgin Australia flights as close as practicable to their original time of travel.
If you hold a prepaid ticket for future travel on any of these routes, you can transfer their booking to a similar Virgin Australia flight.
To rebook travel, passengers must contact the Virgin Australia Guest Contact Centre on 13 67 89 or visit www.virginaustralia.com by Wednesday 14 August 2024.
Holders of affected domestic tickets should not come to the airport for their flight until they have made alternative arrangements with Virgin Airways.
2. Can’t I rebook my ticket through you?
Unfortunately not. If you have an eligible domestic capital city route ticket, you must contact Virgin Australia directly by Wednesday 14 August to rebook on an alternative flight.
Remember, don’t turn up to the airport for your flight unless you have already spoken with Virgin Australia, and received confirmation of your alternative travel arrangements.
3. Will you honour my Boeing 737 flight ticket?
Virgin Australia has agreed to honour your Rex Boeing 737 flight at no extra cost.
4. What happens if I don’t rebook my cancelled flight with Virgin Australia before 5pm, Wednesday 14 August?
If you don’t rebook your affected Rex domestic flight by Wednesday 14 August 2024, the booking cannot be honoured and will be void.
5. What happens to my frequent flyer points?
Rex Flyer frequent flyer points will be frozen during the administration. You will not be able to use or accrue points during the administration 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.
6. I booked my flight through a travel agent. Can I rebook?
We would encourage you to advise your travel agent to contact the Virgin Australia Guest Contact Centre on 13 67 89 or visit www.virginaustralia.com by Wednesday 14 August 2024.
7. Which Rex routes are affected, and can be rebooked with Virgin Australia?
Melbourne (MEL) – Adelaide (ADL)
Melbourne (MEL) – Canberra (CBR)
Melbourne (MEL) – Brisbane (BNE)
Melbourne (MEL) – Coolangatta, Gold Coast (OOL)
Melbourne (MEL) – Hobart (HBA)
Melbourne (MEL) – Sydney (SYD)
Melbourne (MEL) – Perth (PER)
Sydney (SYD) – Brisbane (BNE)
Sydney (SYD) – Coolangatta, Gold Coast (OOL)
Sydney (SYD – Adelaide (ADL)
Brisbane (BNE) – Adelaide (ADL)
Adelaide (ADL) – Perth (PER)
Brisbane (BNE) – Cairns (CNS)
8. Who do I contact if I have further questions?