Bonza, Australia’s newest airline, has stunned customers with its decision to scrap the Mackay to Cairns route just a couple of months into providing the service. While the airline says it has had to step back on some routes to make its service more reliable, the surprising move has left travellers questioning the airline's strategy and its commitment to establishing a strong presence in the region.
In an open letter addressed to customers, Carly Povey, the Chief Commercial Officer of Bonza, announced the removal of the Mackay to Cairns route along with four other routes from the airline's initial route map, including Sunshine Coast to Coffs Harbour, Sunshine Coast to Port Macquarie, Sunshine Coast to Tamworth, and Toowoomba Wellcamp to Whitsunday Coast
Povey explained that the decision to discontinue the Mackay to Cairns service was based on the lack of sustainable demand at present.
“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.
While Bonza's open letter emphasised the airline's commitment to earning the trust and respect of Australian travellers, the removal of a route so soon after its launch may erode some of that confidence, with those booked on future flights now having to make alternative arrangements and seek refunds.
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.
“These changes allow us to maintain the many great aspects of the Bonza experience whilst also doubling down on consistently delivering reliability,” she said.
“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.
“You could say, we’re taking a step back to allow us to take a leap forward,” she added.
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 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.
Mackay locals will no longer be able to fly directly to Cairns after Bonza announced it was removing the service as of August 1
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