Rex has this week reinforced its commitment to refunding all tickets for flights affected by COVID 19 as the nation continues to experience restrictions, border closures and outbreaks.
The regional airline 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, with scheduled flights still expected to operate.
Rex General Manager of Network Strategy Warrick Lodge says the airline has been criticized by other carriers for its refund policy but has not given in to industry pressure and will continue to lead the aviation industry in putting the interests of its customers first.
“We have been criticised by other carriers for our COVID refund policy but we will not give in to industry pressure.
“Rex has always led the aviation industry in putting the interests of its customers first. 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 well-being of its customers and staff.
“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.”