Bonza has shared an open letter to customers communicating changes it will be making in order to “earn the respect of Aussie travellers”.
The letter, shared on the airline’s social media channels, outlines changes to its route map and schedule that it says are designed to set the airline up for long-term success and reduce the likelihood of cancellations.
Penned by Carly Povey, the airline’s chief commercial officer, the letter shares that five routes (Sunshine Coast to Coffs Harbour, Sunshine Coast to Port Macquarie, Sunshine Coast to Tamworth, Cairns to Mackay and Toowoomba Wellcamp to Whitsunday Coast) will be removed from the airline’s initial route map while other routes will have their frequencies reduced.
Three of the many strong performing routes, namely Sunshine Coast to Albury, Sunshine Coast to Melbourne (Avalon) plus Melbourne to Port Macquarie, will get an additional flight each week.
“We’ve been compelled to take out five routes where there isn’t sustainable demand at present. Twenty-two routes remain and where there is very strong demand, we’re also starting to add in additional flights which is very positive this early on in Bonza’s journey,” Ms Povey said.
She went on to say that the feedback from customers had been positive particularly around Bonza’s new planes, all Aussie menu and legends while acknowledging that not everyone has had a good experience, specifically those impacted by cancellations and delays.
“In order for us to earn your trust, as we know that we’re at the start of that journey, we have decided to take a step back to allow our services to become more reliable. We will be implementing a range of changes to our schedule from 1 August based on what we have learnt so far and the feedback you’ve given us with regards to route demand. You could say, we’re taking a step back to allow us to take a leap forward,” she added.
Customers booked on routes impacted (from 1 August to 28 October) will be contacted by the airline via SMS and will automatically receive a full refund or alternate flights with Bonza, depending on their scenario.
“To those customers who have or will face a cancelled flight – we apologise. Please wait for our team to contact you. Australia has been waiting for a new airline and you’ve welcomed us with open arms and it is on us to deliver more consistently. These changes allow us to maintain the many great aspects of the Bonza experience whilst also doubling down on consistently delivering reliability,” she said.
By stabilising reliability, Povey said the airline would then move forward with growth plans which included going on sale with flights from late October 2023 to April 2024 (including Christmas and Easter peak periods), establishing a third base which will mean additional job opportunities, new routes to existing and new destinations enabled by the introduction of additional aircraft.
