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Rex claims rival airlines criticised its no-quibbles refund policy

written by Adam Thorn | January 12, 2021

Rex has claimed “other carriers” criticised its COVID refund policy, which allows any passenger affected by border closures to get their money back.

This compares with offers by Virgin Australia and Qantas that only allow refunds if the flight is cancelled by the operator, but not if restrictions change banning certain passengers from flying.

General manager of network strategy, Warrick Lodge, said, “We will not give in to industry pressure. Rex has always led the aviation industry in putting the interests of its customers first.”

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Rex added it remains committed to a full refund of all tickets affected by any flight cancellation or rescheduling, “without exception”.

“Rex will 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,” said Lodge. “This even applies to promotional ‘use-it-or-lose-it’ tickets.

“Last year, when millions of passengers had their travel plans severely disrupted, Rex proactively refunded tens of thousands of valid tickets (booked directly with Rex) even 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.

“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.”

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For other carriers, rules are complicated by when the ticket was booked and, for Virgin, whether that happened before, during or after its administration.

All airlines offer refunds if they cancel the flights, however, there are many occasions when a flight is not cancelled but a customer cannot board it – due to their home area being declared a hotspot, for instance. Rex’s policy, though, covers these instances whereas Qantas and Virgin do not.

You can read Virgin and Qantas’ policies by clicking the links.

Rex has also doubled down on its early insistence on all passengers wearing masks, which it mandated in May. Virgin and Qantas only followed last week when it was agreed by the national cabinet.

“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,” said Lodge. “We applaud the recent national cabinet decision to mandate the wearing of face masks on board aircraft and at airports.”

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5 Comments

  • Greg

    says:

    Rex is turning into a misery guts, constantly complaining, airline!
    What other carriers’ policies’ are, or are not, is none of Rex’s business.
    Maybe it thinks its’ action is a ‘good’ form of advertising?
    It’d be best if they MYOB!

  • Kim

    says:

    Dear Mr Sharp. Adelaide is often said to be like a big country town. So could you please look at bringing Rex to Adelaide as soon as possible. “Rex the Wonder Airline” -we need you.

  • Matt

    says:

    Maybe they could return some of the disproportionate amount of taxpayer funding they received – please spare me the martyrdom REX

  • Td

    says:

    Thanks for a good news story where the motto on the side of the Boeing is being true to form to the dinky die Aussies trying to navigate around the Covid issues whilst trying to travel.
    Let’s hope the traveling public do the right thing and support the businesses including Rex that do the right thing.

  • Mick beech

    says:

    Good on you Rex, all airlines should do the same, no fee for no service well done…

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