Bonza pens an open letter to customers to announce its refreshed route map

Carly Povey

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 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 whilst 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 welcome 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,” said Povey.

She went on to say that the feedback from customers has been positive particularly around Bonza’s new planes, all Aussie menu and legends whilst 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 1st August to 28th 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.

Povey pledged the changes announced today were focussed on setting Bonza up for the long-term so Australians can enjoy more competition in the skies for years to come. The low-cost carrier has seen over 330,000 people choose to book with them and over 1.25 million downloads of the airline’s app which is the only place to book with the exception of local travel agents. Bonza’s unique approach also saw the introduction of the world’s first gender neutral uniform and a ‘wear it your way’ approach for cabin crew. Recently, Bonza was voted in the top 25 low cost airlines in the world by Airline Ratings.

By stabilising reliability, Povey says the airline will then move forward with growth plans which includes going on sale with flights from late October 2023 to April 2024 (including Christmas & 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.

* Jim Alouat, PR Officer jim.alouat@flybonza.com Heather Mollins heather.mollins@flybonza.com
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