Aviation

Rex reaffirms commitment to COVID-19 refunds

Regional Express (Rex) has reiterated its commitment to refund all tickets for flights affected by COVID-19, following another wave of outbreaks across Australia.

Rex’s general manager of network strategy, Warrick Lodge, said the airline continues to offer a full refund of all tickets affected by any flight cancellation or rescheduling, “without exception”.

“Rex will also be offering a full refund of tickets for passengers who are directly affected by current and future COVID-related border closures or travelling restrictions, even though our flights continue to operate as scheduled,” he said.

“This even applies to promotional ‘use-it-or-lose-it’ tickets.”

Lodge said Rex refunded tens of thousands of valid tickets booked directly with the airline last year – even those without a refund request.

“We also sent out eight monthly reminders to travel agents to seek refunds from Rex, as we can’t refund tickets directly to passengers who bought their tickets through agents,” he added.

“The Rex COVID refund policy goes far beyond the guarantees provided under Australian consumer law and seeks to alleviate the considerable hardships our passengers are already facing during the pandemic.

“It also removes the risk they take in making bookings for future travel during this period of uncertainty.”

Lodge said Rex would not give in to industry pressure about its COVID refund policy, claiming the airline has been criticised by other carriers.

“Rex has always led the aviation industry in putting the interests of its customers first,” he said.

“A case in point is our policy to make face masks compulsory on all Rex flights, implemented from 1 June 2020. We began temperature screening even earlier, on 17 April 2020.

“We knew we were going to lose some customers to the other carriers because of our strong stand on safety, but Rex will never compromise the wellbeing of its customers and staff.

“We applaud the recent National Cabinet’s decision to mandate the wearing of face masks on board aircraft and at airports.”

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