Hi all,
I've recently had flights cancelled or chanced by REX from a capital city to a regional town and am concerned about their refund policy, in that I am still out of pocket after they have refunded me.
These flights were cancelled due to them winding back regional services to this area due to supposed workforce shortages (despite them opening up new flights between the major cities).
One of the flights was cancelled completely and the other was a time change from a 5.30pm (after work) flight to a midday flight or thereabouts. This occured about 2 months before the flights.
Unfortunately these cancellations / changes meant we were unable to attend a family wedding.
I called Rex to get a refund on these. A few weeks later I received "partial refunds" for the cost of the fare, but not the entire amount I paid.
They did not refund the booking fee, nor the credit card fee.
Now this amount is not all that much , roughly $20 total for our booking, and I don't really care about the money, but to me this is unethical. Rex have cancelled the flights , not me. They did not provide reasonable alternatives. I should not be out of pocket at all. If I had to cancel due to my own reasons, I would not expect to get those fees back, but when it is their cancellation, I feel I absolutely should.
I contacted REX and they have informed me that this is their normal cancellation, and that if I want to get my credit card fee back then I should contact the bank, and if I wanted the booking fee back then I need to email them.
Not surprisingly, I emailed them 8 weeks or so ago and have not heard back.
So I guess the point of this post is to see if other people have similar experiences, if this is the norm with refunds, and to make people aware if they have their flights cancelled.
A lot wouldn't even notice this, and with the amount of flights being cancelled by these airlines, they would be saving a heap of money by not refunding the total amount. I am considering reporting this to consumer affairs because personally I think this is dodgy as work by REX.
Thoughts?
😲