In an initiative that Regional Express Airlines (Rex) says is unprecedented within the aviation industry, the domestic airline has created a dedicated online automated portal for COVID refund requests that will ensure eligible tickets are refunded to travellers bank accounts within 7 days of applying.
Rex says the new portal is in line with its unique COVID Refund Guarantee which provides for a full refund for passengers whose flight plans on Rex are directly impacted by COVID-related travel restrictions due to border closures, lockdowns and quarantine requirements.
Rex Deputy Chairman, the Hon John Sharp AM said, “Rex has cancelled hundreds of flights due to the recent border closures and lockdowns. Consequently, tens of thousands of Rex passengers are facing cancellation of their flights.”
“Without our ground-breaking automated portal, it would take us weeks if not months to manually process this volume of requests. Rex is a full-service airline that provides its passengers with the highest level of service and processes refunds in a speedy manner as part of its dedication to its passengers.
“We believe that our passengers deserve to be treated with respect and dignity and should not have to suffer the indignity and anguish that Qantas passengers suffer when trying to get a refund.”
“Rex has the financial strength to refund every eligible ticket immediately, unlike Qantas which does not have the liquidity to do so. This explains why there are legions of Qantas passengers not refunded even after a year.”
Important note for travel agent bookings
Travellers cannot use the COVID Cancellation and Refund portal if they did not book directly with Rex and have booked via a travel agent or travel manager (Travel Management Company), such as Webjet, Expedia, Flight Centre, etc.
Travellers must email REX here who will add an approval code to the ticket, and then you must then contact your travel agent to have the refund actioned.
Find out more: www.rex.com.au