Find answers to all your Bonza questions with our FAQs

Booking with Bonza

How do I book with Bonza?

The cheapest and easiest way to make your flight booking is via the Fly Bonza app. If you don’t have the Fly Bonza app, please download it now from the Apple App Store or Google Play Store.

If you have already downloaded the app, and can’t see the ability to book flights, you may need to delete and reinstall the Fly Bonza app.

Alternatively, bookings can be made via your preferred Travel Agent or contact our Digital Support Centre, within the Fly Bonza app; however a booking fee will apply for bookings made using our Digital Support Centre.

What payment types do you accept?

We accept Mastercard and VISA debit and credit cards, and PayTo internet banking. A payment fee of 0.61% applies for Mastercard debit cards, 0.57% for VISA debit cards, 1.07% for Mastercard credit cards and 0.91% for VISA credit cards. Select PayTo for fee-free payments. PayTo is accepted by over 50 banks in Australia. For a complete list of participating banks and financial institutions, visit PayTo.

I need to change the date or time of my flight

We understand that your plans might change after you have made your flight booking, therefore we allow you to change your Bonza flight travel date for a fee. Changes must keep the same origin and destination, and can be made up until 2 hours prior to your booked flight's departure time.

A change fee is payable for each change made, plus any difference in the new airfare. A refund won’t be provided if your new fare is lower than the fare you originally purchased.

The cheapest way to make changes to your booking is via the My Trips section on the Fly Bonza app. A higher fee will apply for changes made via our Digital Support Centre.

If I don’t travel on my outbound flight, can I still use my return flight?

Yes, if you miss your outbound flight or make independent arrangements to travel to your destination, you can still use the return flight you booked. You do not need to inform Bonza of your intention to only travel on the inbound flight you booked.

I need to cancel my booking

You may cancel your Bonza flight by contacting our Digital Support Centre, however all Bonza flights purchased are non-refundable.

If you can no longer travel, you can always change the date of your flight up to two hours before your departure time, so that you don’t lose the value of your flights purchased.

Can I change the name on my booking?

Once your booking has been made, you are unable to change the name of the passenger/s. If another passenger is now travelling, you would just need to make a new booking via the Fly Bonza app.

If you have made a typo during your booking or have another query regarding name changes, please contact our Digital Support Centre on the Fly Bonza app.

Please keep in mind that Bonza reserves the right to perform random ID checks during the check in process, and/or at the boarding gate.

Do Bonza offer connecting flights?

We are currently unable to connect customers across two or more Bonza flights, or onto other airlines - we only offer point-to-point direct flights and airline-protected connecting flights are not possible.

If you book two or more Bonza flights with the intention of self-connecting between them, or connecting onto another airline, we cannot guarantee the connection and so we strongly recommend you book flights with sufficient timing available to you to make the connection. The booking of these flights will be your responsibility.

If you miss one or more of your flights, you will need to make your own alternate arrangements or book on another Bonza flight at your own expense.

Do you offer Group Travel bookings?

If you'd like to learn more about Bonza Group Travel bookings or would like to request a quote, click here. A dedicated Group Travel Champion will respond to your enquiry within 2 business days. Please keep in mind that group bookings require a minimum of 10 customers who will be travelling together on the same flights.

Will my flight be on a Bonza aircraft?

As our operations grow, when booking with Bonza, you may travel on another airline that, subject to regulatory approval, is temporarily part of our operation.

For example, our Canadian friends at Flair will have two of their aircraft joining Bonza's operation in November 2023 and Bonza flights departing and arriving at Gold Coast airport through to March 2024 will be on these aircraft. Their friendly crew will deliver a Bonza experience on board - just some of the details might not be as purple!

Booking, check in and baggage options all remain the same and you are able to manage your booking the same way through My Trips on the Fly Bonza app, or by reaching out to our Support Centre. In some rare instances your pre-purchased seat may not be available, but in such a case, our legends will try to allocate you an equivalent seat.

Airport check in and bag drop will be at the usual Bonza desks - just keep an eye out for our legends at the airport if you have any questions.

Baggage

What is the carry-on baggage allowance?

Your carry-on baggage can be made up of one large item and one small item, together weighing no more than 8kg. This may be subject to change in future and will be confirmed at the time of booking.

Dimensions for the large item cannot exceed 56cm x 36cm x 23cm (including any wheels, handles, tags and decorations). This is so that it fits in our overhead lockers and we can get you onboard the aircraft and take-off on time.

The small item must fit under the seat in front of you, and cannot exceed 40cm x 30cm x 20cm (so no larger than a laptop or camera case, or small handbag or satchel).

Carry-on baggage sizes and weights will be monitored and this may include being weighed at bag drop counters and/or the boarding gate. We do this to help make sure we get you away on time and that we have a fair system where everyone gets the chance to have their carry-on onboard, keeping to what we’ve offered customers free of charge.

Am I able to purchase additional carry-on baggage?

It is not possible to purchase additional carry-on baggage (this may change in future). If your baggage requirements exceed Bonza’s carry-on baggage allowance, then you must purchase checked baggage.

Are there fees for exceeding the carry-on baggage allowance?

Carry-on baggage sizes and weights are monitored - this helps ensure we get you away on time.

Any carry-on bags exceeding size and/or weight allowances will need to be checked in. If your baggage exceeds allowances and is checked in at the boarding gate, you may be charged the at-airport excess checked baggage fee, which varies depending on the weight of your baggage and duration of your flight. We really don’t want to delay our customers and so making sure you only bring what is allowed as carry-on baggage is important.

To avoid additional baggage charges at the airport, it is always cheapest to book checked baggage at the time of flight booking, or in My Trips on the Fly Bonza app. Purchases of additional baggage on the Fly Bonza app will close two hours prior to departure.

Travelling with medication

Bonza recommends you pack any medication or medical equipment you may require during your travels, or after you arrive at your destination, in your carry-on baggage. All medication should be labelled.

Airport security screening teams may request documentation confirming the identity of the medication. They may need you to show that it is required. Please contact our Digital Support Centre for any queries relating to travelling with medical requirements and they can help.

If you need to carry hypodermic needles in your carry-on baggage, you must declare them to Bonza ground staff prior to boarding and at security screening.

Travelling with car seats and child harnesses, including CARES® and FireFly®

Bonza is unable to accommodate car seats in the cabin. If you are travelling with a car seat for your child, it will need to be checked in, other than the exceptions below.

If you are travelling with a CARES® or FireFly® harness, these may be brought and used onboard. Children using a CARES® or FireFly® harness must have their own seat to allow use of either of these harnesses, and their guardian must be able to correctly fit and remove the harness to the seat unassisted.

Restricted carry-on items

Some items are not allowed to be taken onboard as part of your carry-on baggage and all carry-on baggage will be subject to security screening at the airport.

Full details of items that are prohibited from being taken onboard the aircraft, or that may be subject to additional security checks, can be found at the Australian Government's TravelSECURE website.

If you are flying with Bonza it is your responsibility to make sure all items in your carry-on baggage meet the requirements as set out on the TravelSECURE website and Bonza’s baggage policy. Bonza is not responsible for items that may be confiscated from customers during airport screening checks. These items may not be returned.

Notwithstanding the above Customer shall not include in their Cabin Baggage or attempt to carry the following prohibited items in the cabin:

a) seafood and other perishable items;
b) firearms, weapons, including knives, sharp tools or cutting implements (e.g. scissors);
c) sporting goods such as surfboards, cricket bats, hockey sticks, lacrosse sticks, kayaks, fishing gear, martial arts equipment and golf clubs;
d) any blunt instrument; and
e) any item that Bonza considers to be a danger to other Customers or inappropriate.

Items which are designed to connect to aircraft seats to restrict usage, block or impede access to seats, or any items that may be considered to block access to areas of the aircraft and/or emergency equipment, are not permitted to be brought onboard. Our Bonza legends cabin crew and flight crew will confirm if a particular item is not permitted to travel and it may not be brought onboard, even if it has been through airport security checks.

What checked baggage is included in a “Flight only” fare?

Checked-in baggage is not included in our ‘Flight Only’ fare, however you can easily include this as part of your booking, or select it in a “Flight + Bag + Seat” bundle.

If you book a Flight Only fare and later decide to take checked baggage, you can purchase checked baggage through the My Trips section on the Fly Bonza app and/or at check in at the airport - but it's always cheapest to buy additional baggage at the time of booking your flight or through the App prior to departure. Additional baggage at the airport will always be more expensive.

What checked baggage is included in a “Flight + Bag + Seat” bundle fare?

Bonza’s “Flight + Bag + Seat” bundle allows you to add checked baggage up to a 10% discount compared to adding baggage to a “Flight only” fare. The discount applies to any baggage you add during booking - the checked baggage weight added as part of the bundle is at your discretion and you can purchase it to best meet your requirements.

You are only charged for the baggage and seating you select when booking a bundle and you must select both. If you do not select any seats and/or baggage, you will lose the 10% bundle discount.

The discount does not apply if you add additional baggage after completing your booking.

What’s included in the "Flight + Bag + Seat" bundle fare?

Bonza’s "Flight + Bag + Seat" bundle offers you the option to add checked baggage at a 10% discount compared to adding it separately when booking a "Flight only" fare. This means you can save on baggage and seat costs by choosing the bundle during booking, and you have the flexibility to choose the checked baggage weight that best suits your needs.

To maximise your savings with the "Flight + Bag + Seat" bundle, make sure to select both baggage and seats when booking. This way, you can enjoy a 10% discount on these services compared to booking them separately.

Please note that you must choose both seats and baggage during the booking process to get the 10% bundle discount. If you decide not to select any seats and/or baggage at that time, you will lose the discount.

The 10% bundle discount only applies to baggage and seats that are added during your initial booking. If you add additional baggage or seating after completing your booking, the bundle discount will not apply to those additional items.

Baggage weight options

For standard (non-oversize) items, whose total dimensions (width + height + depth) does not exceed 140cm and no one dimension is longer than 100cm (one metre), Bonza offers four checked baggage weight options to best meet your needs:

15kg
23kg
28kg
32kg

The checked baggage allowance is by weight, and customers travelling on the same booking reference number can pool their allowance. As long as the combined total weight limit of the baggage you take does not exceed the amount you have purchased, you can take as many bags as you like, and there is no limit to how much baggage you can purchase. Note no single item can exceed 32kg.

Your checked baggage will be weighed at the airport. If the total combined weight of your baggage exceeds the total weight purchased, excess baggage charges will be payable at the airport.

Oversize item options

An oversized item is anything that has one or more dimension/s exceeding 100cm (one metre). The maximum length for any one item is 300cm (3 metres) and no single item can exceed 32kg under any circumstances.

If your item exceeds one metre in any dimension, your oversize baggage options for purchase are:

Bonza XL: any one item up to 23kg
Bonza XXL: any one item up to 32kg

Suggested items for each option include:

Bonza XL: surfboards, snowboards, skis, golf bags, fishing rods
Bonza XXL: bicycles, small watercraft/kayaks

The oversize checked baggage allowance is by weight, and customers travelling on the same booking reference number can pool their allowance. As long as the combined total weight limit of the baggage you take does not exceed the amount you have purchased, you can take as many bags as you like, and there is no limit to how much baggage you can purchase. Note no single item can exceed 32kg.

Your oversize checked baggage will be weighed at the airport. If the total combined weight of your baggage exceeds the total weight purchased, excess baggage charges will be payable at the airport.

Am I able to purchase additional checked in baggage after booking?

Yes, you can purchase additional baggage through the My Trips section on the Fly Bonza app and/or at check in at the airport - but it's always cheapest to buy additional baggage at the time of booking your flight or through the Fly Bonza App prior to departure. Additional baggage at the airport will always be more expensive.

What is the maximum size and weight item that can be checked in?

For safety reasons, any single item of baggage weighing in excess of 32kgs will not be accepted. If you need to check in more than 32kgs, this can be done however it will require multiple bags to be purchased. For example, if you wish to check in a total of 45kgs of baggage, you would need to purchase 2 x 23kgs, allowing you to check in up to a maximum total of 46kg of baggage (still ensuring that one single piece of baggage does not weigh more than 32kgs.)

Total dimensions (width + height + depth) must not exceed 140cm and no one dimension can be longer than 100cm (one metre). If your item exceeds these dimensions, it is considered an oversized item (See Oversize item options).

The maximum length for any Oversize item is 300cm (3 metres) and no single item (Oversize or otherwise) can exceed 32kg under any circumstances.

Does my infant/child get a baggage allowance?

If you are travelling with an infant or a small child; you can bring one item from each of the following categories free of charge:

Category one: a car seat, baby capsule or booster seat
Category two: a stroller or pram
Category three: portable cot (portacot)
Category four: portable high chair

Only one item from each of the above categories can be checked in free of charge and this is in addition to any baggage you have purchased. Any additional items, or if you wish to bring more than one item from the same category above, can be booked on the Fly Bonza app as part of your purchased checked baggage allowance.

The infant ticket also allows you to take an additional small carry-on bag onboard (up to 40cm x 30cm x 20cm) with necessary items such as nappies, food, or toys, weighing no more than 8kg.

Can we pool/combine our checked in baggage on a booking of more than one person?

Baggage that is presented for bag drop at the same time by two or more customers travelling together on the same booking reservation number (PNR), to a common destination, having all pre-purchased baggage, may pool their baggage weight allowance. If the total combined weight of your baggage exceeds the total weight purchased, excess baggage charges will be payable at the airport. The same applies to oversize baggage.

Carry-on baggage limits are not allowed to be pooled/combined under any circumstances.

Can you transfer my checked in bags to my onward flight with another airline?

Bonza does not have any onward baggage agreements with other airlines. Customers with onward connections must collect their bags and check in for their next flight with the applicable airline.

What are the requirements for taking a musical instrument with Bonza?

Large musical instruments such as harps, cellos, double basses and guitars in hard cases cannot be carried in the cabin of the aircraft and must be checked in as part of a purchased baggage allowance. If they exceed 100cm in any dimension, they must be booked as oversize items.

Bugles, flutes, clarinets, piccolo, trumpets, violins, violas and guitars in soft or hard cases will form part of the free 8kg cabin baggage allowance as long as they do not exceed our instrument carry-on allowance of 114cm x 21cm x 36cm. Any instrument exceeding these dimensions must be checked in.

What are the requirements for sporting equipment, bicycles and other oversize items?

Bonza offers two options for oversize items.The maximum length for any one item is 300cm (3 metres) and no single item can exceed 32kg under any circumstances.

Purchasing an oversize baggage option is in addition to any other baggage you may purchase and the weight allowance can be used over multiple pieces. If the total combined weight of your baggage exceeds the total weight purchased, excess baggage charges will be payable at the airport. .

Bonza XL: any one item up to 23kg Bonza XXL: any one item up to 32kg

Surfboards, snowboards, skis

It is recommended that customers supply each surfboard/snowboard/skis encased in a protective covering or product specific travel bag, with padded protection of the fin and/or binding area.

Bicycles (non-motorised single seat)

There is a limit of one per customer. Bike boxes are the preferred method of packaging:

Handlebars need to be turned in, pedals and front wheels removed from the front forks and strapped to the rear wheel, tyres deflated and chain suitably protected (if not in a bike box)
Bonza does not provide bike boxes and you must provide your own.

Fishing rods

Fishing rods are required to be checked in and form part of your purchased baggage allowance. To prevent damage, a PVC pipe tube or similar packaging is recommended. Fishing Rods and fishing equipment, such as fishing line, hooks and reels must be checked in and cannot be taken onboard as carry-on baggage.

Golf clubs

All golf clubs and accompanying equipment, such as balls, gloves, tees etc., must be carried in a suitable enclosed golf bag and will form part of your purchased baggage allowance. Loose clubs are not permitted. Any golf bags or equipment exceeding 100cm in any dimension, must be booked as oversize items.

Can I travel with a weapon, firearm or ammunition?

Such items may be accepted as part of your checked in baggage allowance only, however prior approval is required from Bonza. Please contact our Digital Support Centre at least 7 days before your flight.

You must hold a valid firearms licence, permit or enforcement agency identification which you'll need to present at check-in.
The firearm must be unloaded and inoperable (e.g., bolt removed).
The firearm must be packed in a hard or soft locked case.
The maximum permitted total weight of any ammunition is 5kg.

Travelling with ashes or other cremated remains

Ashes, human or animal cremated remains may be carried onboard as carry-on baggage or as part of your checked baggage allowance. However due to the sensitive nature of such items, we recommend taking them onboard as carry-on baggage if possible.

Such items must be transported in a funeral urn and protected against breakage by cushioned packaging. The container must be sealed properly to stop any leaks and remain closed during your journey. You are required to carry an official document or certified copy from a crematorium or funeral director, confirming the contents of the container you are carrying.

Travelling with perishable items

Please don't be ‘shellfish’ and carry fish, seafood or meat in your carry-on or checked in baggage, as these items often have odours which may be offensive to other passengers onboard. We are unable to accept perishable food items, such as fish, seafood or meat as part of your checked in or carry on baggage.

Travelling to Tasmania - restricted items

Tasmania has strict biosecurity requirements, restricting plants, plant materials, animal products, and other prohibited items from being brought into the state. To learn more about what you can and can't take into Tassie, please see the Traveller's Guide to Tasmanian Biosecurity.

What if my bag is damaged?

All baggage, including sporting equipment and/or fragile items, is carried with limited liability. It is recommended that customers ensure that all baggage is packaged appropriately prior to travel and insured accordingly.

Bonza will not be liable for damage to baggage where damage is a result of normal wear and tear which includes but is not limited to, damaged/ broken handles, zippers, surface marks/abrasions and wheels.

Bonza will also not be liable for any damage if baggage weight exceeds the maximum weight specifications of the manufacturers. Where the weight specifications are unavailable, the weight limit applied will be 25kg per bag.

As specified in the Conditions of Carriage, all claims must be reported within 3 days of the arrival time of the flight. Claims outside this window will not be accepted.

What happens if my bag is missing?

A Missing Baggage Form is to be completed by the customer at the arrival airport and signed by both the Bonza legend at the airport and the customer, otherwise the claim will not be processed. Bags will be retained at the arrival airport for 1 month.

Does Bonza keep Lost and Found items?

All Lost and Found items will be kept for a minimum of one month. At the end of a one month holding period, any items remaining unclaimed will be donated to a nominated charity. Any items not suitable for the charity can be disposed of after the one month holding period.

Items that are removed from a customer at screening points will not be stored by Bonza.

What are the at-airport excess baggage fees and charges?

To avoid additional baggage charges at the airport, it is always cheapest to book your baggage at the time of flight booking, or in My Trips on the Fly Bonza app. Purchases of additional baggage on the Fly Bonza app closes two hours prior to departure.

If you have pre-purchased baggage, but your total baggage weight exceeds the amount purchased, an excess weight charge of $10 per kilogram applies.

If you have not pre-purchased any baggage, the following range of prices applies at the airport - note the longer your flight duration, the higher the price. It is always cheaper to pre-book your baggage at the time of booking or in My Trips on the Fly Bonza app.

Up to 15kg: $50 - $56
Up to 23kg: $58 - $66
Up to 28kg: $63 - $56
Up to 32kg: $68 - $75
Up to 23kg XL oversize dimensions: $73 - $81
Up to 32kg XXL oversize dimensions: $83 - $90

Can I pack my power bank or other battery operated devices in my checked in baggage?

You cannot pack Electronic cigarettes or Lithium-ion battery operated items (including rechargeable power banks, Segways, electric scooters, hoverboards or personal electronic devices such as iPad/Tablet/mobile phone) in your checked in baggage. These must be taken on-board as carry on baggage if they meet the weight and dimension requirements, otherwise they cannot travel with you.

Articles which have the primary purpose as a power source, e.g. power banks, must be individually protected to prevent short circuits. Lithium metal batteries must not exceed 2g, Lithium in batteries must have a watt-hour rating below 100 Wh.

Dangerous Goods

Some goods are dangerous and not permitted to fly. Australian Civil Aviation Safety Regulations set out what these items are and penalties may apply if you attempt to travel with any prohibited items without meeting specific requirements. Items that are not permitted to travel include:

Compressed gases
Flammable liquids and solids
Corrosives, acids or other chemicals
Toxic materials or poisons
Radioactive materials
Dry ice
Certain matches and lighters
Petrol engines
Fireworks and explosives
Lithium batteries
Aerosols
Magnetised material

Other items that are classified as dangerous goods may be permitted to travel with prior approval, including ammunition and/or firearms as part of your checked baggage - please contact our Digital Support Centre for prior approval.

If you are in any doubt on any item you wish to travel with, please check with our Digital Support Centre.

Restricted Items in Checked Baggage

Customer shall not include in Checked Baggage or attempt to carry the following prohibited items in Checked Baggage:

a) fragile, delicate or perishable items;
b) computers, other electronics, or items with lithium batteries;
c) items with special value, including jewellery, watches, precious metals and items with sentimental value;
d) cash or negotiable instruments;
e) keys;
f) cameras;
g) e-cigarettes or vapes;
h) commercial goods or business documents;
i) passports and other travel documents; or
j) originals of important documents.

If you are in any doubt on any item you wish to travel with, please check with our Digital Support Centre.

Specific Assistance

What specific assistance can Bonza provide?

Customers travelling alone must be independent so far as personal needs are concerned, including medication, eating and toileting. Otherwise a carer may be required. A carer must be a physically able, independent and responsible person of at least 15 years of age, able to assist the customer with their personal needs and in case of a ground or inflight emergency.

Bonza will provide limited specific assistance services to the following:

Limited mobility customers (including those travelling with wheelchairs or other mobility assistance devices)
Vision impaired customers (including those travelling with guide dogs)
Hearing impaired customers
Intellectually disabled customers
Customers with medical conditions and hidden disabilities
Customers travelling with assistance dogs

If Specific Assistance is required, a minimum of 5 days notice is required of the condition and/or requirements. Customers are required to contact the Digital Support Centre at the time of their booking to confirm any Specific Assistance requirements and receive confirmation from Bonza that they can be fulfilled.

Bonza will always try to accommodate all passengers, but in rare cases, this may not be possible due to operational limitations, including the number of Specific Assistance passengers that can be accommodated on a given flight.

Any requests made at the airport or on an ad-hoc basis at departure are strictly subject to availability - whilst Bonza will try to accommodate all such requests, our assistance team is allocated on a pre-booked basis and so may not be available for ad-hoc requests.

It is always best to contact our Digital Support Centre for assistance and further information at least 5 days prior to your scheduled flight departure.

What are the Mobility Equipment dimensions allowed?

Mobility equipment (in adjusted state) for reduced mobility customers shall not exceed the following dimensions: 100cm x 84cm x 125cm and shall not exceed 120kg. If your electric wheelchair or motorised mobility aid exceeds that weight, it must be able to be disassembled such that no individual piece weighs more than 120kg. In all cases, please contact our Digital Support Centre for assistance in booking to ensure we can best assist with your requirements.

All mobility devices are carried free of charge, irrespective of baggage purchased.

How do I book a flight with wheelchair/mobility equipment assistance?

Please contact our Digital Support Centre for assistance and further information at least 5 days prior to your scheduled flight departure.

Can I check in my mobility device at the departure gate?

Customers with mobility devices can request this option as long as the device is not powered and does not require disconnection of batteries or dismantling, as they may pose a safety hazard on the tarmac.

Travelling with Electric wheelchairs and other motorised mobility aids

Battery-powered wheelchairs and other mobility aids require prior approval from Bonza before they can travel safely on our flight. Please contact our Digital Support Centre via the Fly Bonza app for assistance. We recommend that you have the make and model of your mobility aid, battery type, battery voltage (V) and battery amp hour (Ah) rating handy. Please ensure that you contact Bonza at least 5 days before your flight.

How do I get on the aircraft if I cannot walk up the stairs?

We can provide you with the necessary assistance to board the aircraft. Please contact our Digital Support Centre for assistance and further information at least 5 days prior to your scheduled flight departure.

Do you have wheelchairs onboard the aircraft I can use?

Specific assistance services are provided to help customers with limited mobility during the flight. Bonza has wheelchairs onboard all of our aircraft. Please contact our Digital Support Centre for assistance and further information at least 5 days prior to your scheduled flight departure.

Travelling with an Assistance dog

Can I fly with my assistance dog (including guide dogs)?

Bonza welcomes assistance dogs that are trained to provide support to a person with specific requirements.

Assistance dogs may accompany a customer with requirements related to vision impairment, hearing impairment (for example a guide dog), or to alleviate effects related to anxiety, seizures, diabetes or otherwise.

Bonza is only able to welcome assistance dogs that (i) have passed a public access test (PAT) and meet the standards of hygiene, behaviour and safety for an animal in a public place (including an aircraft cabin); and (ii) be fully trained and accredited/certified by an approved organisation.

Bonza considers the following to be an approved organisation; a member of the Assistance Dogs International, an organisation accredited under the Queensland Guide, Hearing and Assistance Dogs Act 2009 or under section 9 of the Disability Discrimination Act. Note proof of the above will be required at time of booking and at the airport upon check in.

If your assistance dog has been trained and accredited/certified by another organisation that is not listed above, we may request further information from you in order to ascertain whether your assistance dog has been accredited/certified by an approved organisation.

If you are unable to provide proof of the above and/or we are unable to satisfy ourselves that your assistance animal has been accredited/certified by an approved organisation, then Bonza may not be able to accommodate your assistance dog on your flight. Bonza will always try to accommodate all passengers, but in rare cases, this may not be possible due to operational limitations, including the number of passengers travelling with an assistance dog that can be accommodated on a given flight.

Bookings for customers travelling with an assistance dog must be made via Bonza’s Digital Support Centre at least 7 days before departure. Customers travelling with an assistance dog are required to check in at the airport. Airport check-in opens 90 minutes prior to your departure and closes 40 minutes prior to departure.

All assistance dogs who are approved to travel are carried free of charge on our flights.

Customers are required to stay with their assistance dog during the entire flight, provide their own absorbent mat for the dog to sit on and make sure the dog is harnessed and wearing an identifying coat during the flight.

Can I fly with my pet?

Currently Bonza is not able to accept any pets or animals for travel onboard, nor in the cargo hold. We are only able to accept approved assistance dogs onboard. Please refer to “Can I fly with my assistance dog (including guide dogs)?” above for details.

Health, Wellbeing and Travelling when Pregnant

If I have an illness or medical condition. Do I need a medical clearance before I fly?

We want to make sure that your flight with us is as safe and comfortable as possible. Flying can cause complications for our customers with certain medical conditions; for this reason, Bonza has guidelines to assist our customers and their treating doctors to understand some of the risks associated with flying.

When you make a booking with Bonza, it’s important that you tell us about your Medical Condition. We ask that you have a chat with your treating doctor to find out if it’s safe for you to fly. We ask that you complete this form, together with your treating doctor, to determine if you are safe to travel with us.

Please note, any assessment or appointment with your treating doctor is at your expense. Once you’re clear for flying, it is important that you have a copy of the form with you whilst travelling with Bonza.

Can I fly when I'm pregnant?

In most cases, expectant mothers can fly up to 40 weeks pregnant or up to the end of 36 weeks if you’re having twins.

28-40 weeks (single pregnancy) you will need a medical certificate from your doctor or midwife giving you clearance to fly. From 41 weeks, you will not be accepted for travel.

28-36 weeks (multiple pregnancy) you will need a medical certificate from your doctor or midwife giving you clearance to fly. From 37 weeks, you will not be accepted for travel.

A medical certificate from a doctor or midwife is required to confirm that the customer is fit to travel and the following details must be included on the customer’s medical certificate:

The estimated due date;
The absence of complications
The customer’s fitness to fly for the duration of the flight(s) booked; and
It must be dated no more than 14 days prior to travel, unless stated on the medical certificate that the customer is fit to travel for a certain period. Please contact our Digital Support Centre for assistance and further information regarding documentation.

I have just had a cast put on my arm, leg or elsewhere on my body. Do I need medical clearance?

Yes, you will require a medical certificate from your doctor stating the date the cast was applied and fitness for travel if within 7 days of cast application. The cast will need to be split if applied within 48 hours of the flight's departure time.

Do I need to wear a mask on the flight?

Face mask requirements are set by Australian federal and state governments - please check your state’s health department website for the latest details or visit Australian Government's Health website.

Do I need to have a negative Covid PCR test result before I fly?

Different states and territories have different requirements. Please refer to the specific states COVID requirements for travel. Please check your state’s health department website for the latest details or visit Australian Government's Health website.

Do I need to be vaccinated for Covid or any other diseases/viruses to fly on Bonza?

Different states and territories have different requirements. Please refer to the specific states’ vaccination requirements for travel. Please check your state’s health department website for the latest details or visit Australian Government's Health website.

I have a nut allergy, will your flights be nut-free?

Unfortunately we can’t guarantee an allergy-free environment onboard Bonza flights. This includes nut-free flights, as unfortunately we cannot prevent other customers from bringing nuts or nut based snacks/meals on the flight.

Customers with nut allergies are asked to inform our Bonza Legends when boarding the flight and an announcement will be made informing other customers and advising that no products containing nuts will be sold onboard. Whilst other customers are asked not to open nut products onboard, Bonza cannot guarantee a nut-free aircraft.

We strongly suggest that you pack any medication or medical supplies you’ll need for your journey in your carry-on baggage.

Passenger Medical Oxygen

Bonza’s Digital Support Centre must be contacted a minimum of 7 days before departure to obtain approval for carriage of personal medical oxygen equipment. Some aircraft operating for and on behalf of Bonza may have operational restrictions that prevent the carriage of bottled oxygen. In such instances, bottled oxygen may not be brought onboard and only oxygen concentrators may be used. This requirement currently applies to all Bonza flights departing and arriving at Gold Coast Airport (OOL) and may apply to other flights from time to time.

For aircraft that are able to carry oxygen bottles, Bonza will only accept the following:

3 manufacturer brands only - BOC, Air Liquide and Linde
Oxygen bottles must not exceed 5kg gross weight with a maximum capacity of 490 litres
Oxygen bottles must be carried in a BOC Travel Pack or an Air Liquide Oxycare Travel Pack

The Travel pack must include the correct restraint strap to secure the bottle to the aircraft and must fit securely. Medical oxygen equipment does not count towards customers carry-on baggage.

A medical certificate must be received by Bonza stamped by the customers treating doctor confirming the following:

Requirement for personal medical oxygen onboard for the duration of the flight
Medical certification validation must cover the period of travel
Name and type of generating equipment
Flow rate of the oxygen equipment e.g., 2L/per minute 4L/per minute
Fitness to travel by air

Carriage of Oxygen Concentrators

For carriage of oxygen concentrators onboard Bonza flights, the customer must book via Bonza’s Digital Service Centre at least 7 days prior to the date of travel and provide a medical certificate confirming: Requirement for personal medical oxygen onboard for duration of the flight Medical certification validation must cover the period of travel Name and type of oxygen generating equipment (according to Bonza policy below) Flow rate of the oxygen equipment, e.g., 2L/minute or 4L/minute Customer is fit to travel by air Include details of their required use of oxygen during the flight Customer or carer must be able to operate the oxygen concentrate without the assistance of our Bonza legends Customer must carry sufficient batteries to last the duration of the flight Oxygen concentrators are carried free of charge and do not make up part of the customers 8kg carry-on baggage The customer must supply their own mask

The following are oxygen concentrators approved for use on the aircraft, noting no other brands will be accepted:

Simply Go
Airsep Lifestyle
Airsep Free Style
Inogen One Series
EverGo
Invacare Portable Oxygen Concentrator - XP02 (XPO100)
De Vilbiss Healthcare/Sunrise Medical -iGO (360DS)
International Biophysics Corporation /iNOVA - Lifechoice and Lifechoice Activox
Oxylife - Independence
SeQual - Eclipse (1000) Eclipse 2 (1000A) and Eclipse

Can I take my CPAP machine on Bonza?

Yes, however power is not available on our flights therefore the device cannot be used onboard. Your device must be able to be stowed in the cabin in a way that meets safety and security regulations. The weight of your device will be included as part of your 8kg carry-on baggage allowance.

Can I fly if I’m going or have been diving?

Been to the Great Barrier Reef? Bonza! Firstly, please note that you will not be able to dive within 24 hours of your flight or fly within 24 hours of your last dive, because of decompression sickness (the bends)!

If you're thinking of travelling with your diving equipment, please see our Baggage information above.

Travelling with children

Carriage of Children

Infants up to 2 years of age must be accompanied by a person 15 years and over who is an immediate family member or guardian. Infants must be at least 7 days old to fly. Bonza does not currently allow infants to occupy their own seat.

Children from 2 years to 11 years of age must travel with a parent or guardian who is 15 years of age or over.

Youths and adults from 12 years of age will be considered able to fly independently.

Proof of Age at check in for Infants, children and minors

Proof of age may be required for infants, children and minors for verification. Proof of age can be in the form of a birth certificate or student card.

Infants must be at least 7 days old to travel on Bonza flights and travel free of charge until their second birthday at the time of travel. Bonza does not currently allow infants to occupy their own seat.

A child is a minor between 2 and 11 years of age, having reached their second birthday but not their 12th birthday at the time of travel.

A youth is aged between 12 years and 14 years of age having not reached their 15th birthday and can travel alone and unaccompanied on Bonza flights at the time of travel.

An adult is aged 15 years or over, at the time of travel.

Can unaccompanied minors fly on Bonza?

We don’t carry unaccompanied minors on Bonza. Youths from 12 years will be considered able to fly independently.

Does my infant fly for free?

Yes, your infant sits on your lap for the flight. Infants must be aged between 7 days old and up to 2 years old at the time of travel. Bonza does not currently allow infants to occupy their own seat.

Does my infant/child get a baggage allowance?

If you are travelling with an infant or a small child; you can bring one item from each of the following categories free of charge:

Category A: a car seat or baby capsule or booster seat
Category B: a stroller or pram
Category C: a portable cot (portacot)
Category D: a portable high chair

The infant ticket also allows you to take an additional small carry-on bag onboard (up to 40cm x 30cm x 20cm) with necessary items such as nappies, food, or toys, weighing no more than 8kg.

Travelling with car seats and child harnesses, including CARES® and FireFly®

Bonza is unable to accommodate car seats in the cabin. If you are travelling with a car seat for your child, it will need to be checked in, other than the exceptions below.

Can I fly when I'm pregnant?

In most cases, expectant mothers can fly up to 40 weeks pregnant or up to the end of 36 weeks if you’re having twins.

28-40 weeks (single pregnancy) you will need a medical certificate from your doctor or midwife giving you clearance to fly. From 41 weeks, you will not be accepted for travel.

28-36 weeks (multiple pregnancy) you will need a medical certificate from your doctor or midwife giving you clearance to fly. From 37 weeks, you will not be accepted for travel.

A medical certificate from a doctor or midwife is required to confirm that the customer is fit to travel and the following details must be included on the customer’s medical certificate:

The estimated due date;
The absence of complications
The customer’s fitness to fly for the duration of the flight(s) booked; and
It must be dated no more than 14 days prior to travel, unless stated on the medical certificate that the customer is fit to travel for a certain period.

Please contact our Digital Support Centre for assistance and further information regarding documentation.

Fly Bonza app check in

How long before my flight can I check in with the Fly Bonza app?

You will receive email notification of check in opening for your Bonza flight seven days prior to travel; all we need you to do is complete a quick dangerous goods declaration in your Fly Bonza app and all your boarding passes will be available there. If you don’t have the Fly Bonza app, please download it now from the Apple App Store or Google Play Store.

Check in on the Fly Bonza app and any changes to your booking via My Trips in the Fly Bonza app or by our Digital Support Centre closes two hours prior to departure.

If you are unable to complete the dangerous goods declaration via the Fly Bonza app, or you have not done so by two hours prior to departure, you’ll need to check-in at the airport, where our friendly Bonza legends will be able to assist you. Airport check-in and bag drop opens 90 minutes prior to your departure and closes 40 minutes prior to departure.

Can I check in with the Fly Bonza app if I am travelling with an infant?

The Fly Bonza app check-in process is the same for your tiniest Bonza legends! You will receive email notification of check in opening for your Bonza flight seven days prior to travel; all we need you to do is complete a quick dangerous goods declaration in your Fly Bonza app and all your boarding passes will be available there. If you don’t have the Fly Bonza app, please download it now from the Apple App Store or Google Play Store.

If you are travelling with baggage or haven’t checked in using the Fly Bonza app, airport check in and bag drop opens 90 minutes prior to departure and closes 40 minutes before your flight is scheduled to depart.

Can I check in with the Fly Bonza app if I am travelling with a child?

The Fly Bonza app check-in process is the same for your junior Bonza legends! You will receive email notification of check in opening for your Bonza flight seven days prior to travel; all we need you to do is complete a quick dangerous goods declaration in your Fly Bonza app and your boarding passes will be available there. If you don’t have the Fly Bonza app, please download it now from the Apple App Store or Google Play Store.

Can I check in with the Fly Bonza app if I require assistance at the airport?

If you’ve booked assistance for your flight, you will need to check-in at the airport to ensure our team can provide you with the assistance you require. Check-in opens 90 minutes prior to your departure and closes 40 minutes prior to departure, where our friendly Bonza legends will be able to assist you.

Can I select emergency exit seats while checking in with the Fly Bonza app?

You can purchase emergency exit seats when booking your flight, in My Trips on the Fly Bonza app after booking and via our Digital Support Centre. Prices may vary depending on when and how you book your seat selection. It's always cheapest to book seat selection when booking your flight, so book early to get the seat you want at the best price!

To travel in an emergency exit seat, each customer needs to confirm at the time of booking and prior to boarding that the customer:

Is not responsible for another person, as this can hinder the opening of the emergency exit;
Is at least 15 years of age to ensure that they have the physical, cognitive and sensory capacity to operate the exit;
Is physically capable of operating the emergency exit;
Is of sufficient mobility, strength and dexterity to reach, operate and stow the emergency exit if removable;
Does not have a condition that might cause them harm by opening the exit, and does not have any other condition that might slow the opening of the exit, the flow of customers, or impede the pathway;
Does not require an extension seatbelt;
Is capable of understanding the printed and spoken emergency instructions;
Is able to visually determine if the exit is safe to open;
Is able to receive oral information from the crew and to communicate that information to other customers orally;
Is not travelling with an animal in the cabin.

If you do not meet all the above requirements please select another seat as a refund will not be provided if this criteria is not met at the time of boarding.

At the Airport

When can I check in for my flight?

You will receive email notification of check in opening for your Bonza flight seven days prior to travel; all we need you to do is complete a quick dangerous goods declaration in your Fly Bonza app and your boarding passes will be available there a few minutes later. If you don’t have the Fly Bonza app, please download it now from the Apple App Store or Google Play Store.

We are travelling in a group. Can we check in all together?

Each passenger will need their own boarding pass. If the passengers are on the same booking and all have the same booking number, the boarding passes can all be on one device - just check your Fly Bonza app!

If you have your boarding pass on your Fly Bonza app, you don’t need to wait for other members of your travelling party to drop off bags or go through security - you can do it individually or together, as you wish!

Do I need to wear a face mask at the airport?

Face mask requirements are set by Australian federal and state governments - please check your state’s health department website for the latest details or visit the Australian Government's Domestic Travel Covid-19 website.

Do I need to go to the check-in area if I have checked in via the app?

No baggage? No need to go to the check-in area - with your boarding pass in your Fly Bonza app, you’re good to go straight to the boarding gate via security screening.

If you are travelling with baggage that needs to be checked in, please proceed to the Bonza check-in area where our friendly Bonza legends will be able to assist you. Airport check-in and bag drop opens 90 minutes prior to your departure and closes 40 minutes prior to departure.

Can I show my boarding pass on my phone?

Yes - that’s what your Fly Bonza app is for! Just show your boarding pass on your mobile phone in the App to our legendary ground crew at the boarding gate. Bonza!

Can I have a screenshot of my boarding pass on my phone?

Screenshots are acceptable as long as the following information is visible:

Name
Booking reference
Date
Flight number
Destination
Barcode

Can I check in with the Fly Bonza app if I have checked in baggage? You will receive email notification of check in opening for your Bonza flight seven days prior to travel; all we need you to do is complete a quick dangerous goods declaration in your Fly Bonza app and your boarding passes will be available there. If you don’t have the Fly Bonza app, please download it now from the Apple App Store or Google Play Store.

If you are unable to complete the dangerous goods declaration via the Fly Bonza app, you’ll need to check-in and bag drop at the airport, where our friendly Bonza legends will be able to assist you. Airport check-in and bag drop opens 90 minutes prior to your departure and closes 40 minutes prior to departure.

No boarding pass on your Fly Bonza app? Just head to the check-in area and our Bonza legends will assist.

Do I need an ID to fly with Bonza?

Bonza reserves the right to perform random ID checks during the check in process, and/or at the boarding gate.

For all adults and any youth travelling unaccompanied, an ID showing date of birth is required. Accepted forms of ID include passports, drivers licenses, proof of age cards, student identification cards showing a date of birth, or original/certified copies of birth certificates.

For infants, children, and youth travelling with an adult, a photo of a birth certificate or passport is sufficient as proof of identification.

What time does boarding close for your flights and what happens if I miss my flight?

Boarding closes strictly 10 minutes before departure. To ensure an on-time departure and keep our prices low, we cannot make any exceptions for this, so please make sure you’re at the gate on time! If you do happen to miss your flight, please re-book another Bonza flight using the Fly Bonza app.

I am travelling with others, who booked separately. Can we all sit together?

Yes, of course you can sit with your travelling companions! Simply select your preferred seat/s at the time of booking, or after booking, via the Fly Bonza app. The best price and availability for seat selection is at the time of booking, so book early for the best deal! If you do not pre-purchase seats, you will be assigned seats automatically when checking in and you may not be seated near others that have booked separately.

Which terminal does Bonza fly from?

Bonza flights depart and arrive from the main domestic terminal at all airports unless specifically listed below:

Melbourne Airport (MEL) - Terminal Four (T4)
All other airports - Domestic terminal

Onboard

Do you have in-flight entertainment?

Download the Fly Bonza app to access our all-Aussie menu and entertainment options onboard. If you don’t have the Fly Bonza app, please download it now from the Apple App Store or Google Play Store.

What devices can I watch the in-flight entertainment on?

Our in-flight all-Aussie menu and entertainment is compatible with Apple and Android devices. If you don’t have the Fly Bonza app, please download it now from the Apple App Store or Google Play Store.

Alternatively, you can access our onboard menu and entertainment via a browser by scanning the QR code on the back of the seat in front of you once onboard the aircraft.

Do I have to download an app?

If you don’t have the Fly Bonza app, please download it now from the Apple App Store or Google Play Store. Alternatively, you can access our all-Aussie onboard menu and entertainment via a browser by scanning the QR code on the back of the seat in front of you once onboard the aircraft.

Will there be Wi-Fi/Internet onboard?

There is Wi-Fi on-board for use of our inflight app, so you can access our entertainment options and order from our all-Aussie menu. However, there is no internet access available. Whilst you won’t be able to access the internet or social networks when connected to Bonza Wi-Fi, we’ve partnered with LiSTNR and Creative Live for plenty of content to keep you entertained in the air.

How do I order off the menu if I don’t have a smart device?

Our onboard Bonza legends can place the order for you on their device.

Do you get food and drinks onboard?

We have an all Aussie menu with plenty of Australian made food & drink options for purchase.

How can I view the menu?

Once onboard, you can view our all Aussie menu via our Fly Bonza app. If you don’t have the Fly Bonza app, please download it now from the Apple App Store or Google Play Store.

Do you sell anything else? Bonza merchandise?

We’ll have a range of great merchandise on-board, including all-important Bonza budgie smugglers (in case you’ve left yours at home!)

Do you cater for dietary requirements?

We offer a wide range of food & drinks which will include vegetarian, vegan and gluten-free options. Please download the Fly Bonza app and cruise the all Aussie menu once you’re onboard. Note some items may sell out and we cannot guarantee availability of every item for all flights.

Can I bring my own alcohol to drink onboard?

You are not able to consume alcohol you have brought onboard due to responsible service of alcohol limitations. Enjoy it at your destination or when you get home. Let our cabin crew legends look after you on the flight with our all Aussie menu options, including a wide range of beers, wines and spirits.

Does Bonza have an inflight magazine?

We’ll have a range of entertainment available on-board with our inflight app, including over 30 different podcast titles from LiSTNR and broaden your skills with classes in the air from Creative Live.

If you don’t have the Fly Bonza app, please download it now from the Apple App Store or Google Play Store. Alternatively, you can access our onboard menu and entertainment via a browser by scanning the QR code on the back of the seat in front of you once onboard the aircraft.

Do your seats have USB or charging facilities?

Our brand-new, state of the art Boeing 737-8 MAX aircraft have USB charge points at every seat, so you can keep your device powered up whilst enjoying our on-board entertainment.

Is there a dress code for Bonza flights?

Whilst we are casual, we do have dress standards for your comfort and that of your fellow passengers. Customers should be fully clothed at all times, and offensive clothing displaying obscene language or images cannot be worn onboard - leave in your baggage and let’s keep it friendly onboard! Not sure if what you have is appropriate? Please discuss with our Bonza legends on the ground prior to boarding the aircraft. Footwear must be worn (thongs/sandals are fine) otherwise you won’t be able to travel.

I am travelling with others, who booked separately. Can we all sit together?

If you don’t have the Fly Bonza app, please download it now from the Apple App Store or Google Play Store.

Flight Cancellations / Delays / Refunds

What happens if our flight is cancelled?

In the event of a flight cancellation occurring within 72 hours of departure, Bonza will look to re-accommodate you onto another Bonza flight to your destination at the earliest opportunity. If the replacement flight does not meet your requirements for travel, depending on the cause of the flight disruption, we will either provide a refund or credit of your ticket price for future use.

Where flight disruptions arise due to circumstances outside of Bonza’s control (for example, but not limited to, weather events, airport closures, air traffic control restrictions, security issues), a flight credit will be provided as regrettably these factors are outside of Bonza’s control.

Where flight disruptions arise due to circumstances within Bonza’s control (for example, but not limited to, additional maintenance checks, crew requirements), customers will receive a 100% refund of the value of the flight.

Depending on the circumstances, you may be entitled to further reasonable compensation under Australian Consumer Law.

For further information you may contact our Digital Support Centre via the Fly Bonza app.

Do we get a choice of another flight?

Bonza’s network looks to connect regional Australia, and that means we may not be able to provide you a choice of alternate flights in the case of a cancellation.

Do we get an option for a refund?

If your flight is cancelled, you will be provided the option of a replacement flight to your destination or a credit to the value of your ticket price for future use.

If the flight cancellation occurs within 72 hours of departure and was due to circumstances within Bonza’s control and the replacement flight is not suitable, we will offer you a 100% refund.

What happens if Bonza doesn’t have a flight the next day? Do we go with another airline?

In the event of a flight cancellation, Bonza will look to re-accommodate you onto another Bonza flight to your destination the next day. Bonza are unable to transfer you onto another airline.

If the replacement flight does not meet your requirements for travel, depending on the reason for the flight cancellation, we will either provide a credit or refund.

Where flight disruptions arise within 72 hours of departure and are due to circumstances within Bonza’s control (for example, but not limited to, additional maintenance checks, crew requirements), customers will receive a 100% refund of the value of the flight.

Depending on the circumstances, you may be entitled to further reasonable compensation under Australian Consumer Law.

For further information you may contact our Digital Support Centre via the Fly Bonza app.

What happens if our flight is cancelled and we are away from home? Will we be provided accommodation?

In the event of a flight cancellation, Bonza will look to re-accommodate you onto the next Bonza flight to your destination. If you choose to take that flight and it is departing the next day, necessitating an overnight stay, and you are away from home, depending on the reason for the flight cancellation, Bonza may look to accommodate you in nearby accommodation.

Where flight disruptions arise within 72 hours of departure and are due to circumstances within Bonza’s control (for example, but not limited to, additional maintenance checks, crew requirements), and you are more than 50km away from your home, Bonza will look to provide you with hotel accommodation, suitable meals and transportation.

In the event that Bonza is unable to source suitable accommodation, Bonza will reimburse accommodation and transportation cost up to a maximum total of $220 per room, and reasonable meal costs up to $50 per passenger as noted in our rescheduling policy in our Conditions of Carriage. You will be required to provide receipts to support your claim to feedback@flybonza.com.

Where flight disruptions arise due to circumstances outside of Bonza’s control (for example, but not limited to, weather events, airport closures, air traffic control restrictions, security issues), any hotel or transportation expenses incurred to stay overnight would be claimable via your personal travel insurance policy; as regrettably these factors are outside of Bonza’s control. Bonza will be happy to provide a letter confirming the disruption to your journey, to support your travel insurance claim.

Should the flight cancellation occur more than 72 hours before departure, this is considered as a schedule change and any out of pocket expenses incurred, such as accommodation, transport or parking expenses, would be claimable via your personal travel insurance company.

Do you provide and pay for transport?

Where flight disruptions arise within 72 hours of departure and are due to circumstances within Bonza’s control (for example, but not limited to, additional maintenance checks, crew requirements), necessitating an overnight stay, and you are away from home, depending on the reason for the flight cancellation, Bonza may look to accommodate you in nearby accommodation; where return transportation will be provided.

If you do not require accommodation arranged by Bonza, please keep your taxi, rideshare or any airport parking receipts and submit these via our Contact Us page, where our Customer Care Champions will review your claim.

What happens if our flight is delayed and we miss our event or connecting flight/s? Do you provide a refund?

If your flight is delayed or cancelled, any costs for missed events, accommodation, car hire, onward connecting flights or any other subsequent costs should be claimed through your travel insurance or other third-party protection you may have purchased. Bonza is not liable for any such costs and is only able to provide a refund or credit for your Bonza booking as per our Conditions of Carriage.

My flight is delayed, will we receive vouchers to buy food and drink at the airport?

If your flight is subject to an extensive delay, Bonza may issue Bonza Bucks as a digital prepaid card to spend at the airport or onboard with our Allstralian menu. Instructions and more information will be contained in the SMS you’ll receive if you are eligible for Bonza Bucks, however you can always speak to our Bonza legends at the airport.

I’ve been notified of a schedule change to my flight, what are my options?

Although all our schedules are planned well in advance, there are occasions when changes need to be made for operational or other reasons. Bonza will send an email to customers to advise of the schedule change and the options available should the replacement flight not be suitable. You can always contact our Digital Support Centre via the Fly Bonza app for assistance.

I paid for seat selection and I was not allocated my selected seat. How do I get a refund?

Please submit a claim for a refund via feedback@flybonza.com where our Customer Care Champions will review your claim. Please remember to include your booking reference number and flight details.

I am unable to travel due to medical reasons, including Covid-19, do you have a policy for refunds?

If you are unable to travel because of Covid-19 or any other health reasons, please refer to any insurance or refund policies you may have purchased. Bonza does not provide refunds if you are unable to travel.

Bonza Bucks

What is Bonza Bucks?

How do I get Bonza Bucks?

If your flight has been subject to an extensive delay and you’re eligible for Bonza Bucks, you will receive an SMS from Bonza and with a unique one time link. This will take you to the Vault Payments app on your phone’s App Store. Please install the Vault Payment app and open it - you will be asked to enter your details and the activation code from the SMS (this may be pre-filled on some devices).

Once you’ve been issued the card inside the Vault Payments app, please tap 'Add to Wallet' to add your card to Apple Pay, Google Pay or Samsung Pay (device dependent). Now you’re all set to use your prepaid digital Bonza Bucks card in the airport or onboard!

If your phone doesn't have contactless payment capability, please see our Bonza legends in the airport for a physical Bonza Bucks EFTPOS card.

Where can I spend my digital Bonza Bucks prepaid card?

Once loaded to your Apple Pay, Google Pay or Samsung Pay wallet, Bonza Bucks can be spent to grab some food and drink in the airport or once onboard the aircraft on our Allstralian menu.

The card will only work at airport food and beverage retailers and onboard Bonza aircraft - it will not be able to be used online or with other retailers.

Where can I spend my physical Bonza Bucks prepaid card?

Once activated, Bonza Bucks prepaid cards can currently only be spent to grab some food and drink in the airport.

The card will only work at airport food and beverage retailers - it will not be able to be used onboard Bonza aircraft, online or with other retailers.

Can I get cash/transfer into my debit card instead?

Both the digital and physical Bonza Bucks prepaid cards cannot be used to obtain or redeem cash and cannot be used for making direct debit, recurring, or regular instalment payments.

My flight was delayed and it said I get a Bonza Bucks prepaid card, I have a question about it.

Please search these FAQs for your query. If you cannot find the answer you’re looking for, please speak to our Bonza legends at the airport or contact our Digital Support Centre via the Fly Bonza app for assistance.

What if I don't spend the Bonza Bucks prepaid card - will they accrue?

No, Bonza Bucks are issued if a flight is subject to an extended delay, with the intention for customers to purchase food and drink either at the airport and/or onboard the flight on the day of the disruption occurring. If there is a further delay and you are eligible for additional Bonza Bucks, you will receive another SMS from Bonza with a link to obtain another Bonza Bucks card.

Can I transfer my Bonza Bucks prepaid card to another family member / friend?

Bonza Bucks are non-transferrable and can only be used on the one mobile device.

If you’re travelling as a family or group on a single booking reference number, the lead customer will receive a Bonza Bucks prepaid card on behalf of the entire travelling party. Don’t worry; the value of the Bonza Bucks issued will be for all customers in your booking.

Where do I get a physical card?

Our friendly Bonza legends at the airport will be able to assist you with physical Bonza Bucks prepaid EFTPOS card if you do not have a compatible mobile phone that supports contactless payments.

I’ve received a message saying I will be issued a Bonza Bucks prepaid card via SMS - how long does it take to receive this SMS?

You will receive an SMS from Bonza Bucks soon on how to obtain your Bonza Bucks prepaid card. If it’s been more than 30 minutes please approach one of our friendly Bonza legends at the airport for assistance.

Can I use the Bonza Bucks prepaid card online?

No, Bonza Bucks are issued when flights are delayed for customers to purchase food and drink either at the airport or onboard the flight. The digital Bonza Bucks prepaid card will only work at airport food and beverage retailers and onboard Bonza aircraft. The physical EFTPOS Bonza Bucks prepaid card will only work at airport food and beverage retailers - it will not be able to be used onboard Bonza aircraft.

All Bonza Bucks prepaid cards cannot be used to make online purchases or at ATM machines.

How does Bonza Bucks work onboard?

When you’re onboard our aircraft, you can use your digital Bonza Bucks prepaid card to purchase items from the menu. When you go to pay for your order, you will have the option of using the remaining balance of your digital Bonza Bucks prepaid card for full payment or to contribute to partial payment of your purchase.

Our Bonza legend cabin crew will be able to assist you with this once you’re onboard the aircraft.

What can I spend my Bonza Bucks on onboard?

If you have a digital Bonza Bucks prepaid card, you can use it onboard for our Allstralian menu, with plenty of Aussie made food and drink options for purchase.

At this time, the physical EFTPOS Bonza Bucks prepaid card will only work at airport food and beverage retailers - it will not be able to be used onboard Bonza aircraft.

Can I split payment with the Bonza Bucks prepaid card and another method in-store at the airport?

When making a purchase in the airport with your Bonza Bucks prepaid card, the value of the purchase must be equal to, or less than the value on your Bonza Bucks card otherwise payment will be declined.

If the total of your purchase is higher than your Bonza Bucks card value, you can ask the cashier to split the payment between the value of your Bonza Bucks card followed by a second payment method.

Can I split payment with the Bonza Bucks prepaid card and another method onboard?

When making a purchase onboard with your Bonza Bucks prepaid card, the value of the purchase must be equal to, or less than the value on your Bonza Bucks prepaid card otherwise payment will be declined.

If the total of your purchase is higher than your Bonza Bucks prepaid card value, you can ask the Bonza legend onboard to split the payment between the value of your Bonza Bucks card followed by a second payment method. Note we only accept Visa and Mastercard credit and debit cards onboard - we are unable to take cash at this time.

Can I use the Bonza Bucks prepaid card to withdraw money from an ATM? Can I transfer it to my own account?

No, you cannot use your digital or physical card for cash withdrawals or other transfers.

My phone has stopped working and now I cannot access my Bonza Bucks prepaid card?

Please speak to our Bonza legends at the airport for assistance.

I have booked on behalf of someone else and received the SMS - how can I let the travelling person know?

Since the Bonza Bucks prepaid card is linked to your mobile number and is not transferable, you will need to let the travelling person know to speak to our Bonza legends at the airport so they can be issued with a physical Vault prepaid card.

How can I check how much I’ve spent on my Bonza Bucks prepaid card?

If you open the Vault Payments app, the balance and transaction history of your card will be listed.

How can I check how much I’ve spent on my physical card?

You can check your Bonza Bucks prepaid EFTPOS card balance on the website written on the back of your physical Bonza Bucks Payments card. Scroll down to the bottom of the page and click 'Check Balance', where you will have to enter your card’s EAID code. This code is on the back of your card, in the top left-hand corner on the back of the card.

What is NFC / contactless payment and how do I turn it on?

To use your digital Vault enabled card for in-store payments, the card must be added to your phone's Apple Pay, Google Pay or Samsung Pay wallet and the device must support NFC (Near-Field Communication) for contactless payments and NFC must be turned on.

For Apple phones, contactless payments using Apple Pay is always on.

For Android phones you can turn NFC on and off for specific apps i.e. it can be turned on for Samsung Pay but not for Google Pay.

To check if NFC is turned on on your Android phone, please follow these steps on Vault’s NFC guide.

Why do I have to download another app to use my Bonza Bucks prepaid card?

Bonza has partnered with Vault Payment Systems to offer customers a Bonza Bucks prepaid card for use within the airport or onboard our flights. If you are unable to download the Vault app or would prefer a physical Bonza Bucks EFTPOS card to use within the airport, please approach our friendly Bonza legends in the terminal for assistance.

I don’t want to share my data with another app?

Vault is an accredited Financial Services company who are fully compliant with Australian privacy and data laws. More information on Vault can be found at the Vault Payment Systems website.

If you would feel more comfortable with a physical Bonza Bucks EFTPOS card rather than downloading the Vault app, please approach our friendly Bonza legends in the terminal for assistance.

Where is my Apple Pay, Google Pay or Samsung Pay wallet?

The location of the digital wallet on your phone will depend on your device:

Apple Pay: Please see this detailed Apple Pay guide
Google Pay: Please see detailed Google Pay guide
Samsung Pay: Please see a detailed Samsung Pay guide

How do I “Add to Wallet”?

First, you will need to activate your card. Then you can press “Add card to wallet” in the app to add to Apple Pay, Google Pay or Samsung Pay. If your phone is paired with an Apple Watch, you can choose to add your card to the wallet on your phone, the wallet on your watch, or both.

The location of the digital wallet on your phone will depend on your device:

Apple Pay: Please see this detailed Apple Pay guide
Google Pay: Please see detailed Google Pay guide
Samsung Pay: Please see a detailed Samsung Pay guide

Please ensure you have installed the latest software update on your phone.

Is Vault secure?

Your personal information is stored securely and used to issue and operate your card and process transactions. Your personal information may be disclosed to third parties when required by law and where necessary or related to the delivery of card services. Please refer to the Vault privacy policy.

My phone isn’t compatible with Contactless Payments?

Our friendly Bonza legends at the airport will be able to assist and issue you with a physical Bonza Bucks EFTPOS prepaid card to spend on food and beverages at the airport.

What do I do after using Vault - do I delete the app? / Will this keep my info for next time?

You are able to delete the app however if you are impacted by another Bonza flight disruption in the future, you would need to download the Vault app again.

What do I do after using my physical Bonza Bucks prepaid card?

You can dispose of this card, as with most payment cards it is recommended to cut the card in pieces.

Haven’t found what you are looking for?

You can always chat with our Digital Support Centre via the Fly Bonza app to ask any questions you still have. You can also look at Vault’s FAQ page, but please be aware that your Bonza Bucks prepaid card is only able to be used in airport or onboard Bonza aircraft (digital cards only).

I want to provide Bonza with feedback or a suggestion.

You can contact our dedicated Customer Care Champions via the Fly Bonza app.

Bonza Holidays

What is Bonza holidays?

Bonza is dedicated to providing you with the best value flight and accommodation bundles, along with a seamless travel booking experience. To achieve this, Bonza holidays is powered by Awai, the Australian travel tech experts. Through our partnership with Awai, you have access to competitive prices to your favourite Bonza destinations, ensuring you find the best fit for your Aussie travel plans.

Where can I go on holiday via Bonza holidays?

Bonza Holidays offers flight and accommodation offers from/to all Bonza destinations. As Bonza continues to grow across Australia, new holiday destinations continue to also expand!

What is included when booking a Bonza holiday?

Bonza airfares and a range of accommodation options are the minimum components required when building your dream Bonza holiday. Travel insurance and airport transfer can easily be added to your holiday booking throughout the booking path. Other products, such as car hire, activities and tours will be added shortly.

Your Bonza Holiday includes 23kg of check in baggage, 8kg of carry on baggage and Pick seat assignment, per customer.

How does baggage and seat assignment work with Bonza holidays?

Your Bonza Holiday includes 23kg of check in baggage, 8kg of carry on baggage and Pick seat assignment, per customer.

You may choose to add additional check in baggage, or upgrade your seat selection, after your initial purchase, by contacting our Digital Support Centre, via the chat function on the Fly Bonza app or Bonza website.

Do you sell travel insurance?

Yes, comprehensive travel insurance is available to add to your holiday booking throughout the booking process. Travel insurance is not able to be added to your holiday booking post purchase.

Why should I book with Bonza holidays vs someone else?

By purchasing Bonza flights and accommodation together we are able to offer you savings. Bonza holidays customers enjoy the benefit of complimentary 23kg check in baggage and Pick seat assignment, for every customer in your holiday booking.

Do you give travel advice?

The Fly Bonza app offers you a range of travel inspiration, tips and ideas on where you can holiday next! Our Digital Support Legends are there to help with any post booking assistance needed.

How do I make a Bonza holiday booking?

The best way to make a Bonza Holidays booking is through the Fly Bonza app.

How do I change a Bonza holiday booking?

To make changes to an existing Bonza holidays booking, request a call back from our Digital Support Centre, via the Fly Bonza app or Bonza website. One of our legends will contact you within 24 hours.

How much notice do I need to allow for a new Bonza holidays booking?

New Bonza Holidays bookings need to be made at least 48 hours in advance. This allows our legends the time to ensure your booking documentation is issued, and our accommodation and other partners are made aware of your plans.

How much notice do I need to give to make changes to an existing Bonza holidays booking?

You are required to give at least 48 hours notice to make changes to your existing Bonza Holiday. Fees and charges apply. Some parts of your holiday, such as accommodation, travel insurance, tours and activities may not allow changes. Please contact our Digital Support Centre, via the chat function on the Fly Bonza app or Bonza website to check.

How do I know my Bonza holidays booking is confirmed and what confirmation will I receive?

Upon completion of booking your Bonza holiday via the Fly Bonza app, you will receive your booking confirmation and documentation via email.

Can I request another copy of my Bonza holidays confirmation?

Yes, if you require us to resend you a copy of your Bonza Holiday booking, please contact our Digital Support Centre, via the chat function on the Fly Bonza app or Bonza website.

Will my Bonza holidays booking show on the Fly Bonza app under My Trips or My Account?

Yes, you will be provided with a unique link for each Bonza holiday booked. You will be able to view your booking details via My Trips, on the Fly Bonza app.

Can I book multiple rooms at the same time?

If you require additional rooms you will be required to create multiple Bonza holiday bookings. Reminder, the lead customer name on each booking must be 18+ years of age at the time of travel.

Can I make a Bonza holiday booking on behalf of someone else?

The customer identified in the booking is referred to as the ‘lead guest’. It is essential that the lead guest is one of the people travelling as they will be asked to provide photo ID by the hotel/airport at check in.

Importantly, the person making payment for the booking does not need to be the same as the lead guest. To make changes to the lead guest, contact our Digital Support Centre, via the chat function on the Fly Bonza app or Bonza website.

How can I arrange an airport shuttle/transfer from the airport to the hotel I booked?

Several Bonza holiday destinations do have optional airport transfers you can add throughout the booking process. Some deals may also include transfers, these will be specifically stated at the time of booking. Alternatively, please contact your hotel or local transfer provider directly to arrange transfers.

How can I add a special request to my Bonza holidays booking?

If you require specific assistance, for example you need to travel with a service dog or you require a wheelchair, please ensure that you contact our Digital Support Centre, via the chat function on the Fly Bonza app or Bonza website, before you make a booking. Unfortunately, we cannot guarantee your request will be met by the service provider.

What information will I need to provide at check in at the hotel I booked as part of my Bonza holidays booking?

We recommend you take your Booking Confirmation email to assist at hotel check-in. The lead guest will be required to present photo ID at check-in, such as a driver's license, Government issued ID or Passport. Most hotels will require a credit card for security deposit. The hotel has the right to refuse any booking when the lead guest is unable to show sufficient photo ID if requested prior to or at check-in, or where a minor is not accompanied by a parent/guardian.

How do I check in for my flight?

Bonza check in opens 7 days prior to your scheduled flight departure. At this time you will receive notification that check in has opened for your flight. Simply head to the Fly Bonza app to proceed with check in for your flight.

What are the policies regarding under 18s?

You must be over 18 to make a booking with Bonza holidays. Each hotel may have its own policy regarding guests under the age of 18. However, in general, all guests under the age of 18 should be accompanied by a parent/guardian or an individual over the age of 18.

Can I make a Bonza holiday booking if I live outside of Australia?

Yes, as long as you can access the Fly Bonza app in your region. Please note, all transactions will be processed in Australian Dollars (AUD).

Can I make a Bonza holiday booking via a Travel Agent?

At this stage Bonza holidays bookings can only be made via the Fly Bonza app. In the near future, we hope to introduce the option to be able to book via your referred retail travel.

How can I pay for my Bonza holidays booking? Are there any fees associated with payment?

The final step of completing your Bonza holiday booking, via the Fly Bonza app is to make payment. Bonza holidays accepts both Visa and Mastercard, Debit and Credit cards. Upon completing a booking with payment, a confirmation and documentation will be sent via email. Bonza Holidays does not charge any credit card fees.

How do I know my credit card details will be kept secure for my booking?

Our systems are secure and credit card details are not stored.

I made a Bonza holidays booking and the charge on my credit card statement says Awai Travel?

Bonza holidays is a partnership between Bonza and Awai Travel. Awai Travel act as the merchant on record for payment of your Bonza holiday.

Who do I provide feedback on my Bonza holiday?

Head to the Fly Bonza app to provide feedback on your upcoming or recent Bonza holiday.

What are the booking terms and conditions associated with Bonza holidays?

Bonza holidays terms and conditions can be found here.

Is my Bonza holiday refundable?

No, however changes to dates and times may be available with at least 48 hours notice to your scheduled flight departure. Some parts of your holiday, such as accommodation, travel insurance, tours and activities may not allow changes. Please contact our Digital Support Centre, via the chat function on the Fly Bonza app or Bonza website at least 48 hours prior to your scheduled flight departure to enquire about your options.

Can I make changes after booking a Bonza holiday?

Please contact our Digital Support Centre, via the chat function on the Fly Bonza app or Bonza website at least 48 hours prior to your scheduled flight departure to enquire about your options. Fees/charges may apply.

Can I add people to my Bonza holidays booking?

No. If you have family or friends planning to join your previously booked holiday, they simply need to make another Bonza holiday booking via the Fly Bonza app.

What happens to my Bonza holidays booking if Bonza makes a schedule change?

If your Bonza flight is rescheduled more than 24 hours and it is part of a Bonza holiday, contact our Digital Support Centre who will assist with rescheduling your Bonza holiday flight, accommodation and any other components booked as part of your Bonza holiday.

What happens to my Bonza Holidays booking if Bonza cancels a flight associated with my booking?

If your Bonza flight is cancelled and it is part of a Bonza holiday, contact our Digital Support Centre who will assist with rescheduling your Bonza holiday flight, accommodation and any other components booked as part of your Bonza holiday.

What support do you offer when I am on holidays?

You can connect with one of our legends via the chat function of the Fly Bonza app or Bonza website to assist.

Your app isn't working, what do I do?

You can connect with one of our legends via the chat function of the Fly Bonza app or Bonza website to help troubleshoot.

My payment failed, what do I do?

You can connect with one of our legends via the chat function of the Fly Bonza app or Bonza website to assist.

When is your customer service team open to assist with my Bonza holidays query?

The Bonza holidays Digital Support Centre is open from 6am - 11pm, seven days per week. Chat with one of our legends via the chat function of the Fly Bonza app or Bonza website or request a call back to assist further.

Do I have to register on the Fly Bonza app to book a Bonza holiday?

No, you do not have to register, or create an account to make a Bonza holiday booking via the Fly Bonza app.

Can I modify or add activities to my Bonza Holiday on the Bonza app?

To make any changes, including adding additional products to an existing Bonza holidays booking, request a call back from our Digital Support Centre, via the Fly Bonza app or Bonza website. One of our legends will contact you within 24 hours.

How can I add children under 18 years of age to a current Bonza Holiday booking?

You must be over 18 to be the lead customer on a Bonza Holiday booking, therefore it is not possible to add or create a new booking if needing to add an additional customer.

I would like to get the price breakdown or tax invoice for my flight only as part of my Bonza Holiday. Can you please send me a receipt for the flight-only portion?

No, by purchasing a Bonza holiday, you are agreeing to purchase a flight plus accommodation deal that is all inclusive. We are unable to give you an individual breakdown of each component. Your tax invoice issued is for the full amount paid.

Can I request particular bedding requirements with the hotel booked as part of my Bonza holiday booking?

Yes, throughout the booking process, add this request to the comments section of your booking. This request will be made with the hotel. We cannot guarantee the request can be accommodated.

How do I make particular hotel requests, such as early check in or late check out with the hotel booked as part of my Bonza holiday?

Yes, throughout the booking process, add this request to the comments section of your booking. This request will be made with the hotel. We cannot guarantee the request can be accommodated.

Can I request adjacent or interconnecting rooms with the hotel booked as part of my Bonza holiday booking?

Yes, throughout the booking process, add this request to the comments section of your booking. This request will be made with the hotel. We cannot guarantee the request can be accommodated.

Can I request car seats or booster seats for my child / infant with the car hire company or transfer company booked as part of my Bonza holiday?

Yes, throughout the booking process, add this request to the comments section of your booking. This request will be made with the car hire or transfer provider. We cannot guarantee the request can be accommodated.

Can I add GPS or add an additional drive with the car hire company booked as part of my Bonza holiday?

Yes, throughout the booking process, ensure you select these options as part of the booking process.

What is Bonza Holidays Best Match Guarantee? How do I claim?

We track hotel and flight prices to come up with the best value for your getaway. If you find a better price with another provider for all your holiday inclusions within 24 hours after booking, we will pay you back the price difference!

To be eligible for Price Match Guarantee, you must match or be less than the total price of the following travel products:

The same flight

be from the same departure airport to the same destination airport
be on the same date
be at the same time
have the same inclusions and exclusions
include all relevant taxes, booking fees and charges
be for the same number of people
be in Australian Dollars; and
be published online and available to the general public.

The same accommodation and inclusions

be for the same hotel or other accommodation venues
have the same length of stay
have the same room type
be in respect of the same dates
have the same number of guests
have the same inclusions and exclusions
include all relevant taxes, booking fees and charges
be in Australian Dollars; and
be published online and available to the general public.

To submit a claim, simply email feedback@flybonza.com with your Bonza Holidays booking reference, and provide all relevant details and documents for the price match guarantee, including any screenshots and website links. Once everything is received via email, we will assess and respond to you within 14 days of receipt.

Group Travel Bookings

Do you offer Group Travel bookings?

About Bonza

Who are we?

Bonza is Australia’s new and only independent, low cost airline servicing domestic and regional routes in Australia. We fly routes connecting cities and regional hubs in Queensland, New South Wales, and Victoria, opening up new routes across Australia connecting customers and delivering simple and great value domestic travel.

I would love to be part of the Bonza team, how do I search for roles available and apply?

We’re so happy to hear of your interest in becoming part of the Bonza team. Please use our website Jobs page to register your interest.

Where is your Head Office?

Our Head Office is based on the Sunshine Coast and will be a drop in centre for many of our team to connect, whether they’re based at our head office, working remotely or at our airport bases.

What aircraft will you be operating?

Our customers will be flying to Bonza destinations on brand new Boeing 737-8 MAX aircraft. With Australia’s youngest fleet, Bonza will have the most fuel efficient, latest-generation aircraft and offer great levels of comfort and technology onboard.

What are your aircraft seats and layout?

Bonza’s brand new Boeing 737-8 MAX aircraft have 186 seats in an all-economy layout. We have four options to choose from when you’re purchasing pre-selected seats, from seats with some extra leg room to stretch out, to standard seats you can pre-select to ensure you’re sitting with your mates;

Stretch Plus: Our roomiest seats in the cabin, with over 20cm more room to stretch compared to our Prime and Pick seats
Stretch: Stretch out with an extra 10cm of legroom when compared to our Prime and Pick seats
Prime: Be one of the first out the door when we land by choosing your preferred seat up the pointy end, with our standard 73cm seat pitch
Pick: Keen for a window seat? Or prefer an aisle? Want to sit with mates? It’s your pick, with our standard 73cm seat pitch

Depending on which of our aircraft your flight will be on, seat type availability and location may vary, so always be sure to check the seat map when you book your Bonza flight to grab your preferred option!

How can I contact Bonza?

Our awesome customer service legends are available via live chat on our website or the Fly Bonza app from 6 am to 11 pm AEST daily. If you reach out to us after hours, we’ll get back to you as soon as we can.

Do you have a phone number?

Our support centre is live chat based, so our team can answer your query as quickly as possible. We don’t use bots - you always chat with a real Bonza legend! You can reach us using the live chat service on our website or the Fly Bonza app from 6 am to 11 pm AEST daily.

If our chat legends are unable to resolve your query on the spot, they’ll put in a request for our local call-out team to give you a buzz at your preferred time.

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Did this answer your questions? If not…reach out directly info@flybonza.com