Bonza Gold Coast cancellations: Group’s travel plans left in disarray

A group of mates have had their holiday travel plans left in disarray after struggling Bonza cancelled their flights. See what the airline said in response.

Struggling airline Bonza has left holiday plans of a group of mostly Canadian students in disarray after cancelling flights from the Gold Coast to Melbourne and the Whitsundays.

Six friends – including four Bond University law students – had been looking forward to visiting the Victorian capital for the first time.

But just eight days from their flight, it was abruptly cancelled, leaving their plans in ruins and likely hundreds of dollars each out of pocket.

“We (have been) trying to contact Bonza, because they don’t have a phone number and they don’t have an email you can reach them at,” said Mary-Ellen Coutsoumbes, the group’s sole Australian.

“They’ve got a chat function on their app, and I’ve contacted them from yesterday, and again today for several hours and they don’t respond.”

A Bonza plane sitting on the tarmac at Gold Coast Airport.

Messages from Bonza did not offer a refund or alternative flights, referring only to a credit towards future Bonza bookings.

That is of no use for at least one of the six, the Canadian girlfriend of one of the friends only in Australia for four weeks.

As part of her trip she and her boyfriend had planned to visit the Whitsundays but their Bonza flights there were also cancelled.

“The two of them were to head there just after we returned from Melbourne,” Ms Coutsoumbes said.

“He wanted to show her around Australia, because she’d never been. And those flights were cancelled as well.

“They had an Airbnb booked as well in the Whitsundays. The only way they could still use the Airbnb was to get business class flights up to the Whitsundays (they were the only seats still available) which would have been a considerable amount higher than they originally planned with their economy flights with Bonza.”

Mary-Ellen Coutsoumbes and Cameron Chisholm.

Another member of the group, Cameron Chisholm, said the law student pals were considering taking action against Bonza under Australian consumer law.

“I’ve never had this happen with any other airline I’ve booked with,” Mr Chisholm said.

“I’ve been on flights within Australia and to New Zealand and nothing like this has ever happened.

“Now we’re scrambling to find new flights, with a week to go until we’re supposed to fly down there.

“We’re considering a course of action through Australian consumer law, because as far as I’m concerned they entered a contract and they failed to provide a service to us and just taken our money.”

Bonza has struggled since launching last year and recently reduced the frequency of flights from the Gold Coast from May 1, leading to cancellations for many passengers.

Flights to Melbourne’s Tullamarine airport have gone from four a week to just one and Townsville from five per week to just three.

Frequency has also been reduced on flights to Launceston, Mackay, Avalon, the Whitsundays, Mildura and Mount Isa.

Bonza had reduced the frequency on many of its routes from the Gold Coast.

A Bonza spokesperson acknowledged customers had faced long wait times trying to contact them. It said if Bonza credit was not suitable for customers, a full refund would be issued.

“As a result of operational requirements we’ve regrettably had to cancel some flights and, where possible, move customers onto alternative flights,” the spokesperson said.

“Whilst we have endeavoured to offer recovery flights, we recognise this may not be viable for all customers and we apologise to those affected.

“Customers impacted will either be moved to an alternative suitable flight or automatically receive the total value of their cancelled flight and associated booking charges credited to use for any future Bonza flight of their choice. Should this not be suitable a full refund will be issued.

“We recognise during peak times we could do better with our chat wait times and this is something we are addressing and hope to have a suitable solution in the near future.

“Whilst there have been disruptions, it’s important to be aware that there are thousands of satisfied Bonza customers getting to their destinations every day for a fraction of the price they would have paid prior to Bonza entering the market.”

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