Bonza flights to stay grounded with no refunds in sight

Flights have been grounded since April 30 when the airline entered voluntary administration with discussions over the future of the company.

In an update from the administrators at Hall Chadwick, customers were told flight operations would not resume between May 3 and 7.

"Customers scheduled to travel during this time are requested to make alternative arrangements with other airline carriers," the administrators said.

It comes after travellers were told neither the administrators or Bonza were in a position to refund them for cancelled flights "at this time".

"We understand how frustrating this is and we appreciate customers' patience," the statement said.

Customers had previously been told all flights were cancelled up to May 2 and not to travel to airports.

Federal transport minister Catherine King said Bonza was "unlikely" to get back up and running after the leaseholder of the airline's planes had "wanted to call those back in".

She told ABC News Breakfast on May 1 her department had been speaking to the administrators overnight.

"They're trying to get the airline back up and running. I think they've got to look at the books a fair bit. It's unlikely that will happen," she said.

The administrators said they were in continual discussions with the lessor of Bonza's fleet about the resumption of flights, and were expected to continue into the next week.

A hotline has been made available for Bonza customers to contact on 03 8678 1600.

The government also created its own hotline for stranded passengers which can be called on 1800 069 244.

At 8am on April 30 Bonza CEO Tim Jordan confirmed that all services had been suspended for the day, with discussions under way "regarding the ongoing viability of the business".

That morning a string of scheduled flights had been cancelled with no notice to travellers who arrived at airports to find their flight was scrapped.

"We apologise to our customers who are impacted by this and we're working as quickly as possible to determine a way forward that ensures there is ongoing competition in the Australian domestic aviation market," Mr Jordan said.

Federal transport minister Catherine King said her department had been in contact with the airline and understood its board was in discussions.

"At this stage the information we have about what is happening with Bonza is somewhat limited," she said.

"We have made it very clear to Bonza that our expectations are that they inform passengers about what their options are, what changes are being made, and that they respect their consumer rights, of which they do have some."

Ms King said she had spoken to Qantas and Virgin, which have both offered complimentary travel where possible to stranded travellers.

"Our focus right at the moment is to assist Australian passengers who are stranded at the end of school holidays," she said.

"We expect Bonza themselves to inform customers about what the next stages are for them."

Greg Whelan and his wife drove 45 minutes to Rockhampton Airport for their 8.45am Bonza flight to Melbourne on April 30.

"No emails or texts from Bonza but when we arrived at the airport the departure sign said 'cancelled'," Mr Whelan told ACM.

He said there were no Bonza staff at the desk and he didn't hear from the airline until he received a text message about 9.30am.

The message apologised for the flight cancellation and said it was due to "operational issues".

It also provided a link to apply for a refund for the cancelled flight, as well as for any other flights they had already booked with the airline.

The couple were able to get a different flight to Melbourne at a cost of more than $800.

Mr Whelan said the customer care from Bonza was "very poor".

While the offer came too late for Mr Whelan and his wife, other Australian airlines have stepped up to offer free flights for stranded passengers.

Virgin, Qantas and Jetstar have all confirmed they would provide complimentary travel where possible.

"We will immediately support any passengers stranded mid-journey by offering complimentary seats on Virgin Australia-operated flights to the airport nearest to their final planned Bonza destination," Virgin Australia said on X.

"For those Bonza guests at an airport, please see a Virgin Australia customer service representative or call our Guest Contact Centre on 13 67 89."

Qantas and Jetstar have also offered to assist passengers for no cost, where seats are available.

"Bonza customers can contact Jetstar on Live Chat or 13 15 38, or Qantas on 13 13 13 to book these seats," a statement from Qantas said.

Only six of Bonza's flight routes overlap with either Jetstar of QantasLink, however customers may be assisted if another close alternative is available.

In July 2023 the budget airline scrapped five of its routes citing a lack of sustainable demand for flights.

Months later Bonza "indefinitely delayed" the anticipated launch of new routes to and from the Gold Coast in the lead up to Christmas.

Bonza launched in January 2023 offering flights for regional cities along Australia's east coast such as Newcastle and Albury in NSW, Mildura in Victoria and Cairns, Mackay and Bundaberg in Queensland.