Rex Update: Latest information on how to re-book cancelled flights

1st August, 11.50am

We’ve been keeping you updated on how to re-book your flights if you’ve been impacted by the cancellation of Regional Express (Rex) 737 flights into major airports, as a result of its voluntary administration announcement.

Rebooking a cancelled Rex flight
We let you know that Stage and Screen was directly managing re-booking for those who had travel booked for yesterday and today (Wednesday 31 July and Thursday 1 August), and we’re happy to inform you that this now extends to impacted passengers travelling from beyond today (Thursday 1 August). 

For those ticketed on an impacted Rex flight from Friday 2 August, Stage and Screen can manage the re-booking of your flight on a Virgin Australia, Qantas or Jetstar flight on your behalf. Our travel managers are calling the customers that have been impacted to coordinate an alternative option for your travel. 

Virgin Australia re-bookings must be made before Wednesday 14 August 2024, and Qantas and Jetstar re-bookings must be made before Saturday 31 August 2024. 

Impacted routes
The following routes – in both directions – have been cancelled, and are available to be re-booked through your travel manager on a similar Virgin Australia, Qantas or Jetstar flight: 
•    Melbourne (MEL) – Adelaide (ADL) 
•    Melbourne (MEL) – Canberra (CBR) 
•    Melbourne (MEL) – Brisbane (BNE) 
•    Melbourne (MEL) – Gold Coast (OOL) 
•    Melbourne (MEL) – Hobart (HBA) 
•    Melbourne (MEL) – Sydney (SYD) 
•    Melbourne (MEL) – Perth (PER) 
•    Sydney (SYD) – Brisbane (BNE) 
•    Sydney (SYD) – Gold Coast (OOL) 
•    Sydney (SYD) – Adelaide (ADL) 
•    Brisbane (BNE) – Cairns (CNS) 
•    Brisbane (BNE) – Adelaide (ADL) 
•    Adelaide (ADL) – Perth (PER) 

Non-impacted routes 
The routes shown here are operating on Rex’s Saab 340 fleet, and have not been impacted. Your flight is still scheduled to go ahead, and you are not eligible for a flight change on an alternate airline. 

We want to assure you once again, that we are working very closely with all three airlines to reaccommodate you on the best possible alternative flight, as quickly as possible. 

We are continuing to face high demand, and our travel managers are doing everything they can to get you back on your way quickly. Please know that travellers departing today and tomorrow will be prioritised.

Thank you again for your ongoing patience, it’s greatly appreciated.

31st July, 3.50pm

Following on from our update to you earlier this morning regarding Regional Express (Rex) entering voluntary administration, resulting in all 737 flights being cancelled. 

Since we last updated you, Qantas and Jetstar have announced this morning that they too will accommodate impacted travellers.

We are very pleased to let you know that Stage and Screen has been working closely with Virgin Australia, Qantas and Jetstar to streamline the re-booking process for our customers, and we’re continuing to work with the airlines to establish an improved process.

For those with Rex bookings for travel today or tomorrow we are now able to manage the re-booking process on your behalf. Please contact your Stage and Screen Travel Manager.

We are working on an update for those travelling from Friday 2 August onwards, and are in close contact with each of the three airlines to confirm a streamlined process to rebook our customers on alternative flights, regardless of your date of travel. We will be able to update you on this very shortly.

In the meantime, we appreciate your patience and understanding as we prioritise travel within the next 48 hours. Our travel managers are working incredibly hard to get you to where you need to be as quickly as possible.

31st July, 9am

In what is a sad moment for Australian aviation, late last night Regional Express (Rex) announced it was entering voluntary administration, following a trading halt from Monday 29 July.

It has subsequently grounded its Boeing 737 fleet, leading to the cancellation of flights between major airports, including between Sydney, Melbourne, Brisbane, Perth, Canberra, Adelaide, Cairns, Gold Coast. The cancellation of 737 flights on trunk routes is effective immediately from 31 July 2024.

Regional Saab 340 flights are currently unaffected by the administration and will continue to operate. Prepaid ticket holders will continue to have their tickets honoured by Rex on regional routes. The airline will continue its long and proud history of servicing regional and remote communities across Australia.

Following the news, Virgin Australia has made an offer to accommodate travellers, free of charge, who have had a ticket cancelled due to the Administration process. The airline will transfer tickets to be re-accommodated on a flight as close as practicable to their original time of travel.

Routes available for free of charge re-booking with Virgin Australia include: 
•    Sydney to Brisbane, Melbourne, Gold Coast and Adelaide 
•    Melbourne to Brisbane, Hobart, Perth, Canberra, Gold Coast and Adelaide 
•    Adelaide to Brisbane, Perth  
•    Brisbane to Cairns 

Eligible Rex customers who wish to take up Virgin Australia’s rebooking offer, must fill out the form here by Wednesday 14 August 2024, and Virgin Australia will rebook you within 72 hours with the most suitable itinerary and email you a confirmation.

If you are travelling in the next 48 hours, please contact the Virgin Australia Guest Contact Centre on 13 67 89 to rebook your travel. 

As you will understand, Virgin Australia is experiencing high demand, so we are currently working with the airline to streamline the booking process for Stage and Screen customers, and we will keep you updated on how we can make this as simple as possible for you. 

Holders of affected tickets are being advised not to go to the airport until their flight has been rebooked via these channels.

As always, we are here to support you through this process, and encourage you to reach out to your Stage and Screen travel manager if you have any questions, or if we can assist you in any way.

We are working closely with Rex and Virgin Australia to ensure all of our customers are supported, and we appreciate your understanding and patience as the industry navigates this difficult time.