Hyrox Flex Tickets NOT FLEXIBLE
I bought a Flex ticket for Hyrox Berlin because unfortunately, my partner for a previous race got injured during training and we had to cancel our event. I wanted the flexibility this time around.
My first partner had a death in the family and couldn't fly from the US. I used my one permitted name change to bring in a backup. That backup was then diagnosed with chickenpox this week. I attached the doctor's note to my support request.
I asked for one additional name change. The support agents - Ines and Katharina - first spent time repeatedly telling me I hadn't purchased a Flex ticket, which was factually incorrect. Once that was cleared up, four days of back and forth produced nothing but a list of things I couldn't do, despite me repeatedly asking what my options were:
- Couldn't change the name again
- Couldn't switch to singles
- Couldn't purchase an additional ticket for a sub
- Couldn't transfer to a different race.
Not once did either of them suggest a solution or an alternative path forward. After all of that, their final answer was that my only option was to cancel and take a 50% refund.
I already have flights and accommodation booked for Berlin. I've been training for months. I don't even care that much about the cost of the event, it's more that I was looking forward to my first Hyrox and opportunity to compete.
The crazy piece: Hyrox Berlin's current position implies that a contagious athlete is better off showing up to a crowded public event than staying home, because at least then the ticket doesn't go to waste. I have already paid for two spaces. We are 10 days out. Making one additional name change costs them nothing vs. losing a potential repeat customer. The policy just doesn't make any sense.
If you're buying a Flex ticket for Hyrox Berlin expecting real flexibility in genuinely unforeseeable circumstances, be warned: it doesn't work that way in practice.
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