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Qantas

Mobility Assistance

Walking Canes, Crutches and Walking Frames
Walking canes and crutches may be carried in the aircraft cabin. You may use your cane or crutches to the departure gate and carry it on board the aircraft where it will be stowed in an overhead locker or alternative storage space.
If your walking frame is collapsible and cabin crew can stow it safely, your walking frame can be stowed in the aircraft cabin. For safety reasons, non-collapsible walking frames are not permitted in the aircraft cabin. You can surrender your walking frame at check-in. You will then be transferred to the departure gate in a Qantas wheelchair or people mover. Alternatively, you can use your frame to the departure gate where it can be surrendered for stowage in the aircraft hold.

Mobility Aids and Wheelchairs
You may surrender your mobility aid at check-in or at the departure gate where appropriate assistance will be provided to you.
You may choose to have your mobility aid delivered to you at the gate lounge upon arrival or you may collect it from the baggage collection area.
When travelling on narrow-bodied aircraft, your mobility aid will need to meet the specified size dimensions when adjusted or broken down for that aircraft type.
Note: whilst all reasonable care will be taken, you remain responsible for obtaining insurance in relation to the carriage of your mobility aid.

Making a Booking
To ensure a consistent service is provided, you should make us aware of what level of assistance you require from us at the time of booking.
To allow us to best manage your travel requirements, it is important that you provide us with as much information as possible at the time of booking. Key information we will need to know includes:
the type of mobility aid you are travelling with (electric or non-electric),
if the mobility aid is electric, what type of battery is used (gel cell (dry), wet non-spillable or wet spillable battery),
whether the mobility aid is collapsible,
the dimensions (in adjusted or disassembled state) and the weight of the mobility aid,
whether any medical assistance will be required, and
whether any medical assistance will be required, and
whether you are travelling alone or with an escort or carer.
If your travel includes a transit, we may request for your transit time to be extended in order to facilitate the transfer of your mobility aid.
If you book via the Internet, contact your local Qantas office immediately after you have purchased your ticket to confirm your specific arrangements. Alternatively, you can e-mail your specific arrangements through our feedback page. If you are booking by telephone, please discuss your needs with your Sales Consultant.
A Customer Checklist has been designed to act as a summary for you, when you travel with your Mobility Aid. It is not mandatory for you to complete. However, we recommend it as a useful summary of information that you need to know before making your booking and/or that you may be asked on the day of travel. The Customer Checklist could be kept with your other travel documents, for example your passport, so it is readily available if required for reference throughout your journey.

Mobility Aid Size Restrictions
In accordance with manufacturer recommendations and to reduce any risk of damage to your mobility aid, all electric wheelchairs, including power assist wheelchairs, must travel in the upright position (folded or unfolded) in the free wheel mode. To facilitate this requirement, size restrictions (set out in the table below) apply to the acceptance of mobility aids on narrow-bodied aircraft.
All manual wheelchairs must fit within the size restrictions in the upright position (folded or unfolded). If the wheelchair fits within the size restrictions but not in the upright position, the wheelchair can only be carried if it weighs less than 32 kgs and the manufacturer has confirmed that the wheelchair can be stored and transported on its side. Otherwise, the wheelchair must fit within the size restrictions in the upright position to be carried.

Aircraft Type Maximum Dimensions (in adjusted state)

If your mobility aid does not fit within these allowable dimensions (after being adjusted or disassembled), our Telephone Sales Consultants will offer you, where possible, an alternate flight that is operated by a larger, wide-bodied aircraft such as a Boeing 767, Boeing 747 or Airbus 330. Alternatively, you may wish to travel with an alternative mobility aid, such as a manual wheelchair, that fits within the dimensions of a narrow-bodied aircraft.
Mobility Equipment Allowance
Your Mobility Equipment includes both Mobility Aids and Assistive Devices. Mobility Aids include (but are not limited to) items such as wheelchairs (day or sports), electric wheelchairs and electric scooters. Additionally, Assistive Devices include (but are not limited to) items such as walking frames, hoists, shower chairs and commodes.
Please note that:

two (2) pieces of Mobility Equipment per person will be carried free of charge as checked baggage in addition to your other checked baggage.
each piece must not exceed 32kg, except Mobility Equipment which can travel in the upright position in the free wheel mode.
items above 32kg which cannot travel in the upright position in free wheel mode must be carried as freight at standard freight rates.
the equipment must be for your own use and adhere to the dimensions set out above; and
if you wish to check in more than two pieces of Mobility Equipment, the additional pieces will form part of your checked baggage allowance and excess charges will apply if your applicable allowance is exceeded.

Medical Clearance
Generally, passengers who have mobility limitations will not require medical clearance to fly. However, there are times when precautions should be taken and it is advisable at all times to consult with your medical practitioner in relation to flying with your particular disability.
If you have a mobility limitation, you only require medical clearance when:
your disability is new (ie. has occurred within six weeks of travel) or is unstable (ie. has changed within six weeks of travel),
your condition may deteriorate during the flight, or
your condition may deteriorate due to a decrease in oxygen levels in the aircraft cabin environment or a decrease in cabin pressure.
Although acceptance of customers who have mobility limitations for travel does not generally require Qantas Medical Clearance, in cases where Qantas cannot meet a customers' specific medical needs, Qantas reserves its rights to deny travel.

At the Airport
A Passenger Assistance Brochure is available that explains the transfer process when you travel within Australia. These leaflets are available at the check-in counters at all airports within Australia or you can download and print a copy.*
At all Qantas terminals within Australia, Qantas may provide kerbside mobility aid assistance, subject to the availability of wheelchairs and staff. Due to Occupational Health & Safety regulations, however, Qantas staff are unable to provide passenger transfer assistance to and from vehicles. Upon arrival at the airport, the passenger must be accompanied by someone who can advise Qantas staff that a wheelchair is required kerbside.
Qantas wheelchairs are not permitted in the airport carparks.
To allow Qantas to provide appropriate levels of assistance, passengers with mobility limitations must allow sufficient time for check-in and boarding.
If your Mobility Aid needs to be adjusted or broken down, you are responsible for assembling and disassembling your Mobility Aid where you are able to do so. Where assistance is required, Airport Ground staff will ask you to explain, instruct and supervise the assembling, or disassembling of your Mobility Aid(s). This may include disconnection and connection of the battery.

Check-in
For departures within Australia, passengers who require mobility aid assistance are required to be at the airport:
60 minutes before departure at domestic terminals, or
at least 2 hours before departure at international terminals (irrespective of whether the travel to be undertaken is a domestic or international sector of an international flight).
For departures from overseas ports, check with the local Qantas office and allow an extra 30 minutes in addition to the normal check-in time.
Passengers may surrender their mobility aid at check-in or at the departure gate. If you choose to surrender your mobility aid at check-in, you will be transferred to a Qantas wheelchair and assisted to the departure gate by a Qantas staff member.

Boarding
If you choose to surrender your mobility aid at the departure gate, you must check-in, have completed all security and immigration formalities (if applicable) and be at the departure gate:
40 minutes before departure at domestic terminals, or
60 minutes before departure at international terminals (irrespective of whether the travel to be undertaken is a domestic or international sector of an international flight).
This is necessary to ensure we have sufficient time to assist you to board the aircraft and to load your mobility aid into the aircraft hold.
If you are not at the departure gate at these designated times, it may not be possible to carry you on your booked flight. As a result, you may need to be re-booked onto the next service, where possible.
For travel within Australia, your transfer to and from a Qantas wheelchair or aircraft seat will be made via Qantas approved Passenger Lifting Devices. These include the use of a sling, slide board, jony belt, Eagle Lifter and may vary by port.
In some ports where aerobridges are unavailable for boarding, Qantas will use high lift vehicles for people who use mobility aids.

On the Aircraft
Passengers may not take their own mobility aids into the aircraft cabin. Qantas staff will provide assistance to passengers with mobility limitations, where required, including transferring passengers to and from their mobility aids and the aircraft seat.
Onboard wheelchairs are available on most Qantas aircraft. These allow passengers to be escorted to and from the aircraft toilets. Qantas' wide-bodied aircraft and some narrow-bodied aircraft have toilet facilities for customers with disabilities. Where you are not travelling with an escort or carer, cabin crew can assist you to and from the door of the aircraft toilet.
Seats in emergency exit rows and seats on the upper deck of the Boeing 747 are not available to passengers who have mobility limitations.

Passengers Who Are Deaf Or Hearing Impaired

Making a Booking
If you require assistance during your travel with us, let us know the level of assistance you require at the time of booking. If you book at qantas.com, contact your local Qantas office immediately after you have made your booking to advise any specific requirements.
You are not required to travel with a carer unless you have specific requirements. If you do need to travel with a carer, you may be eligible for discounted airfares. Read Travel with an Escort or Carer for more information regarding when a carer is required and eligibility for discounted fares.
If you would like to travel with your accredited Service Dog contact your local Qantas office.
Customers who are deaf or who have a hearing or speech impairment can call Qantas for information and reservations via the National Relay Service, 24 hours a day, 7 days a week.
- TTY users phone 133 677 (or +61 7 3815 7799 if calling from outside Australia) then ask for
13 13 13.
- Speak and listen (speech-to-speech relay) users phone 1300 555 727 (or + 61 7 3815 8000 if calling from outside Australia) then ask for 13 13 13.
- Internet relay users connect to the NRS (see relayservice.com.au for details) then ask for 13 13 13.

You are not required to notify Qantas if you wish to bring onboard hearing aids, special headsets for use with our in-flight entertainment system, audio receivers or other battery operated assistive listening devices that do not require aircraft power.
If you plan to bring onboard a transmitting device or assistive listening device that requires aircraft power, advise us at the time of booking so we can check that it is compliant with our safety requirements.
A Meet and Assist Service can be provided if you need assistance within the airport. Advise us of this requirement at the time of booking.

At the Airport
At all Qantas terminals within Australia, we may provide kerbside assistance subject to the availability of staff. Upon arrival at the airport, you must be accompanied by someone who can advise Qantas staff that you require assistance kerbside.
Due to aviation safety regulations you will not be allocated an exit row seat if you are deaf or hearing impaired.
A Meet and Assist Service can be provided if you need assistance to and from the aircraft gate. You must request this at the time of booking.
Advise us, for example, whether you lip read or would like staff to use a pen and paper or to speak louder, as we would like to provide you with the best service possible.
We provide hearing loops in some airport terminals and airport lounges. Signage will be visible to indicate where this is available.
We provide captioning on some television programs in some airport terminals and some airport lounges.

On the Aircraft
You will board first and be provided with an individual safety briefing.
Text messaging capability will be available in-flight on some aircraft types to assist deaf or hearing impaired customers with some in-flight announcements. The messages display the International Symbol for Deafness in the right hand corner of the screen.
Where text messaging services are not available, a Flight Attendant will provide individual updates to you during the flight when announcements are made.
Our standard inflight headsets are compatible with the t-switch found on most hearing aids. Activate your t-switch to obtain the benefits of this technology.
We provide captioning on some of our inflight entertainment programs and movies.
Qantas offers three subtitled or captioned English language, English movies on all Qantas services that have Audio Visual On Demand (AVOD) in-flight entertainment systems. This is in addition to a number of foreign language films with English subtitles available on aircraft that are equipped with AVOD.

On Arrival
At your request, we can assist you with flight connections and the transfer of your baggage.

Passengers Who Are Blind Or Vision Impaired

Making a booking
If you require assistance during your travel with us, let us know the level of assistance you require at the time of booking.
If you book via qantas.com, contact your local Qantas office immediately after you have made your booking to advise any specific requirements. Alternatively, you can e-mail us. If your e-mail has been successfully received, you will receive an e-mail confirming receipt. If you do not receive a confirmation e-mail within 48 hours, you should contact your local Qantas office.
You are not required to travel with a carer unless you have specific requirements. If you do need to travel with a carer, you may be eligible for discounted airfares. Find out more at Travel with an Escort or Carer.
If you would like to travel with your accredited Service Dog, contact your local Qantas office.
As part of Qantas special meal requests, pre-cut meals may be requested at the time of booking and must be requested no later than 24 hours prior to departure. Special meal requests are not provided on QantasLink Dash 8 aircraft services.

At the Airport
At all Qantas terminals within Australia, we may provide kerbside assistance, subject to the availability of staff, provided that upon arrival at the airport, you are accompanied by someone who can advise Qantas staff that you require assistance kerbside.
A Meet and Assist Service is available for guidance to and from the aircraft gate. If you require this service, advise us at the time of booking.
Due to safety regulations you will not be allocated an exit row seat if you are blind or vision impaired.

On the Aircraft
If you have a walking cane or walking frame, it may be carried in the aircraft cabin where the walking cane or walking frame can be accommodated in the overhead lockers or an alternative storage space in the aircraft cabin. If the walking cane or walking frame cannot be accommodated in the overhead lockers or an alternative storage space in the aircraft cabin, eg. non-collapsible walking frames, the device will be stowed in the aircraft hold and you will be offered wheelchair assistance to and from the gate.
You will be boarded first and provided with an individual safety briefing.
Safety cards in Braille format are available on most flights. This safety card will be provided to you by the Flight Attendant once onboard the aircraft and after the Flight Attendant has provided you with a safety briefing. Ask the Flight Attendant for this safety card if it is not provided to you.
At your request, a Flight Attendant can read the meal menu to you prior to the meal service. The Flight Attendant can explain where all the food is placed on your tray, if requested.

On Arrival
At your request, we can assist you with flight connections and baggage transfer.

Service Dogs

Service Dogs are specially trained to provide assistance to passengers with disabilities. Service Dogs can include Guide Dogs, Hearing Dogs, Mobility Assistance Dogs or any other assistance dog that assist a person with a disability.
All Service Dogs carried by Qantas in the aircraft cabin must be registered as a service animal.
Qantas allows Service Dogs to travel in the aircraft cabin on all domestic and single-sector international flights. From 1 March 2006, as a result of changes to UK quarantine regulations, Qantas also allows the carriage of Service Dogs to the United Kingdom, via Singapore or Hong Kong only.
For a Service Dog to travel with you in the aircraft cabin you must:
Confirm that the Service Dog is registered as a service animal at the time of booking.
Carry and present a recognised Service Dog ID card or documentation at the time of check-in.
Provide documentation that confirms that the Service Dog has been trained to an acceptable level (where requested).
Provide evidence of your disability and how the Service Dog assists to alleviate the effect of that disability (where requested).

Quarantine
When travelling internationally, you must check restrictions and regulations concerning the uplift, transit, disembarkation, inoculation and quarantine of your animal. You must ensure correct documentation (such as inoculation certificates and entry permits) is available for your Service Dog to depart the country of origin, be accepted into the country of arrival and re-enter the country of origin (if required). All documentation should be carried in your carry on baggage at all times.
Information regarding Australian quarantine regulations can be found on the AQIS website.
Quarantine information related to Service Dogs travelling to the United Kingdom can be found on the Defra website.
For all other countries, refer to the local authority.
Qantas will not, under any circumstance accept liability if your Service Dog is not approved for quarantine clearance at the destination or when entering Australia.

Fares
There are no special fare concessions for passengers travelling with a Service Dog, however the Service Dog will be carried without charge.
Service Dogs lie on an absorbent mat either in front of your seat in Business and First or in front of the adjacent seat in Economy. The additional seat in Economy is provided free of charge.
Making a Booking
Contact your local Qantas office to make a booking or to obtain more information. Ensure you advise the consultant if you are travelling with a Service Dog.
If you book on qantas.com, you must advise your local Qantas office immediately after you have purchased your ticket to confirm your special arrangements. Alternatively, you can e-mail your special arrangements through our feedback page.

Travel to the United Kingdom
If you choose to travel to the UK with a Service Dog, you are required to provide a collapsible crate. The crate is for use in the unlikely event of a diversion. This is a Defra (UK Department for Environment, Food and Rural Affairs) requirement for carriage. The crate is only a requirement when entering the UK. Qantas will accept the carriage of the crate in the aircraft cabin free of charge to and from the UK.
If you choose to travel to the UK with a Service Dog, you must sign a Declaration Form at check-in. The Declaration Form states that it is your responsibility to ensure that your Service Dog meets Defra's entry requirements as per the PETS Travel Scheme. The Declaration Forms are available at the check-in counters at the airport.
If the aircraft is diverted to a 'non approved' country as defined by AQIS or the equivalent organisation, Qantas will assist where possible but under no circumstances will Qantas accept liability if the animal is no longer approved for quarantine clearance at the destination or when entering Australia.