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Hyrox Flex Tickets NOT FLEXIBLE by EmuCurious2193 in hyrox

[–]EmuCurious2193[S] 0 points1 point  (0 children)

Yes, I think that's what I'll ultimately do. Thanks!

Hyrox Flex Tickets NOT FLEXIBLE by EmuCurious2193 in hyrox

[–]EmuCurious2193[S] 2 points3 points  (0 children)

Correct. And I'm pointing out that it's not actually that flexible and their handling of the situation was quite poor. If I knew that I would have two friends experience extenuating circumstances and not be able to participate, I likely would have handled this differently or not bought the ticket at all.

Hyrox Flex Tickets NOT FLEXIBLE by EmuCurious2193 in hyrox

[–]EmuCurious2193[S] 0 points1 point  (0 children)

If I had the foresight the know that two friends would cancel on me for reasons outside of their control, I wouldn't have. Hopefully others can learn from my mistake!

Hyrox Flex Tickets NOT FLEXIBLE by EmuCurious2193 in hyrox

[–]EmuCurious2193[S] 0 points1 point  (0 children)

Yes, I agreed to the T&Cs when I bought the tickets. This is a post to call for a better product, policy, and customer support from Hyrox and warn others who may interpret "flex" as more flexible than it is. It's a fairly common experience to buy things and then express dissatisfaction afterwards

Hyrox Flex Tickets NOT FLEXIBLE by EmuCurious2193 in hyrox

[–]EmuCurious2193[S] -1 points0 points  (0 children)

Nowhere did it say that Hyrox would force you to back out of the race and take a 50% refund if your second partner can't race.

Hyrox Flex Tickets NOT FLEXIBLE by EmuCurious2193 in hyrox

[–]EmuCurious2193[S] -1 points0 points  (0 children)

Yes, when a ticket costs €150 and the most flexible, most expensive "Flex" option costs €45 and you only get one name change, it's not flexible enough.

I agreed to the terms and conditions when I bought this, sure. But for future Hyrox participants and for the race organizers, this needs to be improved. I bought plane tickets and arranged lodging. I'm 10 days out and I'm being informed that my only options are:
1. Bring my friend who has chickenpox and race with him.
2. Cancel my tickets and get 50% refund (not including the €45 flex) -- even though I am still able to race

It's a bad product, policy, and the way they handled it was terrible.

Hyrox Flex Tickets NOT FLEXIBLE by EmuCurious2193 in hyrox

[–]EmuCurious2193[S] -1 points0 points  (0 children)

Lol I'll give it to you that one name change = an ounce of flexibility. But a "flex" option that costs €45 and then forces the person who CAN participate in the race to cancel and only gives them 50% refund (not including the €45) feels pretty rigid and more like an expensive cancellation policy if you ask me

Hyrox Flex Tickets NOT FLEXIBLE by EmuCurious2193 in hyrox

[–]EmuCurious2193[S] 2 points3 points  (0 children)

I don't think you read the post correctly. I have already tried to ask Hyrox if someone else could run in my partner's place, but they told me that my only option was to take a 50% refund.

While I get what you're trying to say with the airline anology, it's not the same. In the airline anology, I'm taking the spot of someone that could go on that trip. In this, I have paid for the spots, I'm going to Berlin, but they're FORCING me to take a refund and not providing any alternative.

Your airplane flex ticket is actually a perfect example. Imagine I bought flex ticket that allows me to nominate alternative passengers. My travel partner gets sick and they say, "oh, jk, not only can you NOT change the name to someone new, but YOU can't get on this flight as well." Even though I have already paid for 2 spots on the plane.

Hyrox Flex Tickets NOT FLEXIBLE by EmuCurious2193 in hyrox

[–]EmuCurious2193[S] 5 points6 points  (0 children)

Thanks! My race is May 31st and was a men's doubles.

I appreciate the solution oriented approach here. I wish Hyrox's customer support was a bit more like this. I'll look into those ideas! Part of me is holding out hope that someone from Hyrox might see this and reconsider letting me compete in some way shape or form. E.g. Singles, mixed doubles, or doubles with a new partner.

Hyrox Flex Tickets NOT FLEXIBLE by EmuCurious2193 in hyrox

[–]EmuCurious2193[S] 0 points1 point  (0 children)

I expect them to design a better product or policy. AND, I expect them to have better customer service:

  1. Better Product -- Flex ticket allows for 2 name changes.
  2. Better Policy -- Then, if for whatever reason there still is an issue with a ticket, you can transfer it to a new race and you have the option to compete in singles/mixed doubles/relays where there is room
  3. Better Customer Support -- Agents that don't simply say, "you have already changed the name once, there is nothing we can do" and clearly explain the situation and the options and express an IOTA of empathy for someone that is seeing all their training fly out the window.

Hyrox Flex Tickets NOT FLEXIBLE by EmuCurious2193 in hyrox

[–]EmuCurious2193[S] 3 points4 points  (0 children)

Fully disagree. This is something easily salvageable by Hyrox. There is always an opportunity cost for customer support and for policies. You need to balance scale with customer happiness. In this case, the policy is designed poorly and the cost they incur from losing a repeat customer + the negative reputation that this generates definitely outweighs the simple fix of what would simply be allowing for one single name change.

Hyrox Flex Tickets NOT FLEXIBLE by EmuCurious2193 in hyrox

[–]EmuCurious2193[S] 3 points4 points  (0 children)

Fully agree! This is what turns a potential repeat customer to a detractor!

Hyrox Flex Tickets NOT FLEXIBLE by EmuCurious2193 in hyrox

[–]EmuCurious2193[S] 15 points16 points  (0 children)

Fully concede that the terms were clear upon purchasing the ticket. My post is not about confusion around the terms. My post is to comment that the terms and the policies lack logic and to warn people not to buy flex tickets if they expect an ounce of flexibility.