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Specific assistance

To help get your trip off to a smooth start, take a look through our at the airport section. See where Jetstar is located in the airports and terminals section, including where we have lounge access available. You can also check your boarding times and find out what specific assistance services we offer.

Introduction

Generally Jetstar will not allow a person to travel without an Accompanying Passenger* unless the person can travel independently, meaning that they can travel safely without assistance, supervision or both. We do not have the systems, staff or facilities required to assume responsibility for such assistance and/or supervision.

However, we do provide limited special assistance services to accommodate passengers with limited mobility, passengers who need to travel with an accredited service dog (only available for flights operated by Jetstar (JQ), Jetstar Asia (3K), Valuair (VF) and Jetstar Japan (GK)), passengers who are blind or vision impaired, passengers who are Deaf or hearing impaired, passengers with intellectual disabilities and passengers requiring oxygen.

If you need to use these special services, you should refer to the relevant section below to assist with your booking.

 We recommend that passengers requiring wheelchair assistance arrive:

For domestic departure, we recommend you arrive 90 minutes prior to departure and be at the departure gate 40 minutes before departure. For international departure, we recommend you arrive 120 minutes prior to departure and be at the departure gate 40 minutes before departure.

Independent Travellers and Accompanying Passengers

Jetstar requires that a passenger is able to meet certain requirements to travel as an independent traveller.  The requirements are that:

  • the passengers is able to self-toilet, if required, during the course of the flight; and
  • the passenger can eat or drink during the course of the flight without assistance; and
  • the passenger can administer medication themself during the course of the flight, if required; and
  • the passenger is able to communicate in some way that they have understood the safety instructions and emergency instructions of our crew; and
  • if transfers between mobility aids or from a mobility aid to an aircraft seat are required, either:
    • the passenger is able to transfer themself without assistance; or
    • the passenger is able to be transferred using a slide board and slide cloth by our staff without the assistance of an accompanying assistant/carer.

If the passenger does not meet all of these requirements, the passenger will need to travel with an accompanying passenger/carer.

*Accompanying Passenger means a paying passenger who, in our reasonable opinion, is an independent traveller and is able to and will provide the appropriate assistance, supervision, or both, as is required for the particular passenger they are accompanying including assisting with all of the following if required by the passenger:

  • toilet and sanitary requirements both on the aircraft and on the ground;
  • in-flight and ground emergencies;
  • carriage of carry on baggage and /or equipment;
  • medicating and medical procedures;
  • food and beverage consumption;
  • administrative procedures such as the completion of immigration documentation;
  • boarding and disembarkation including assisting in transfers to and from mobility devices and seating where necessary; and
  • the assembly and disassembly of wheelchairs, (if applicable).

As a guide, the airline generally will not consider a passenger to be an appropriate Accompanying Passenger for a child unless the passenger is at least 15 years old.

One accompanying passenger can assist a maximum of four passengers that do not meet the independent traveller requirement.

Medical Clearance

Generally, most medical conditions shouldn’t stop you from flying, but for certain conditions or incapacities we will need you to obtain a medical clearance before your booking can be confirmed.

We recommend that you first read the Medical Clearance Guidelines to see if your condition is likely to prevent travel or require a clearance, and also how to obtain that clearance.

Please note: Passengers who require medical clearance will not be permitted to travel on Jetstar Pacific (BL) flights

Limited Mobility

Booking

Passengers with limited mobility requiring special assistance can book their flights through Jetstar.com or by contacting Jetstar Reservations.

If flights are booked through Jetstar.com, passengers must select the level of assistance required and the type of wheelchair to be checked in (if any) in the booking process. For bookings made through all other channels, passengers must contact Jetstar Reservations to advise us of the level of assistance required (see below).

In order for us to understand the level of assistance required, we ask passengers to select the box that most accurately describes their level of mobility:

A passenger will be asked to select:

  • whether the passenger requires special assistance;
  • if the passenger requires special assistance, whether the passenger requires assistance with a wheelchair:

        A: If the passenger will require the use of a wheelchair from check-in counter to the gate, and assistance to board the aircraft and to their aircraft seat;

         B: If the passenger will require the use of a wheelchair from the check-in counter to the gate and requires assistance to ascend and descend the stairs but does not require assistance to their seat;

        C: If the passenger will require the use of a wheelchair from the check-in counter to the gate but does not require assistance ascend and descend the stairs or to their seat.

If the passenger needs assistance with a wheelchair:

         A: if the passenger does not require a wheelchair to be checked-in/carried in the aircraft baggage hold;

         B: if the passenger will be travelling with a manual wheelchair that will need to be checked-in;

         C: if the passenger will be travelling with a motorised/electronic wheelchair that has a dry cell battery that will need to be checked-in;

         D: if the passenger will be travelling with a motorised/electronic wheelchair that has a wet cell battery that will need to be checked-in.

And, the weight of the wheelchair if it weighs more than 32kg.

The carriage of wheelchairs is subject to the dimension restrictions of the aircraft (see below for further information).

In all cases, passenger should check their itinerary carefully to ensure that their request for special assistance has been correctly recorded. If this is not recorded in the itinerary, passengers are requested to immediately telephone Jetstar Reservations to ensure that the itinerary is corrected.

Wheelchair dimension restrictions

Jetstar can only accept for carriage wheelchairs that do not exceed the following dimensions:

  • A320/A321 aircraft - 1m (height) x 1.4m (width) x 1.4m (length)
  • A330/787** aircraft - 1.6m (height) x 1.5m (width) x 1.5m (length)

Wheelchairs that exceed these dimension restrictions (including in a disassembled state) will not be accepted for carriage by Jetstar.

Passenger limits - A320/A321 flights or Domestic/Trans Tasman flights operated by a Boeing 787**

Jetstar accepts bookings for up to two (2) passengers requiring wheelchair assistance on each flight. Where there are already two bookings made for wheelchair assistance on the flight the passenger wishes to book, Jetstar will contact the passenger to make alternative arrangements which may include:

      (a) moving the passenger to an earlier or later flight where the limit has not been exceeded;

      (b) re-routing the passenger to their intended destination; or

      (c) providing a full refund.

Passenger limits - A330/International Boeing 787** flights*

For flights operated by A330 or 787** aircraft, Jetstar is only able to carry four (4) electric wheelchairs per flight.

* Jetstar reserves the right to impose a lower limit in the case of unexpected circumstances or events, due to operational necessity or for reasons of aircraft or passenger safety.

Dangerous Goods Approval – powered mobility aids (including electric wheelchairs)

All electric wheelchairs require Dangerous Goods approval by Jetstar before being carried. This process is presently undertaken at the airport when the passenger checks-in.

All powered mobility aids (including electric wheelchairs) require Dangerous Goods approval by Jetstar before being carried to confirm that the battery used by the mobility aid is safe to travel by air and to confirm how the battery is to be handled. This process should be completed well in advance of the scheduled flight (at least two business days) but, if necessary, can be undertaken at the airport when the passenger checks-in.

Seeking Dangerous Goods approval for your powered mobility aid in advance of travel will speed up the check-in process and allow time for any issues to be addressed that could potentially prevent the mobility aid or the battery being allowed to travel on your scheduled flight.

If you would like to receive your advance Dangerous Goods approval for the carriage of your powered mobility aid, you should contact Qantas Dangerous Goods by email at ’dg@qantas.com.au’ and provide your full name, the make and model of the mobility aid and the battery type.

If you are given approval, the approval letter may be used as many times as required until the expiry date of the letter or if there has been a change of the type of mobility aid being used. This process follows the requirements of the International Civil Aviation Organization (ICAO) with which all airlines must comply.

If you do not wish to seek advance approval, you must ensure that you bring a copy of the Battery’s Verification of Compliance Certificate and a copy of the Material Safety Data Sheet (MSDS) with you to the airport, and allow time for Dangerous Goods approval to be given.

Battery powered bikes and Segways are not classified as Mobility Aids.

Further information regarding Dangerous Goods is available from the Qantas Dangerous Goods webpage.

Important Note: Only batteries that have passed the United Nations testing are permitted to be taken on an aircraft. You must travel with a copy of each of the approval letter, the Battery’s Verification of Compliance Certificate and the Material Safety Data Sheet (MSDS). These documents must be kept with you in your hand luggage throughout your travel.

These documents will help to provide verification that the batteries are safe for air transport.

Jetstar Wheelchairs

Jetstar provides two types of wheelchairs for passenger use within the airport terminal and to board and disembark the aircraft. Jetstar’s wide body self-propelled wheelchairs enable passengers to manoeuvre themselves without assistance. Jetstar’s narrow body aisle wheelchairs must be manoeuvred by an accompanying passenger or carer or with the assistance of a Jetstar staff member. During busy periods, all wheelchairs may be in use for a period, or there may be a waiting period – if a wide body wheelchair is not available, an aisle wheelchair may be used.

Onboard Wheelchairs

Onboard Jetstar aisle wheelchairs are available for use on A330/787** aircraft only.  Onboard aisle wheelchairs are not available on A320 and A321 aircraft.

Transfers

Jetstar will attempt to offer passengers the choice of when they are transferred to a Jetstar airport wheelchair (at check-in or at gate/aerobridge) for passengers using manual wheelchairs. This may not be possible in all circumstances due to operational reasons.

All electric wheelchairs must be checked-in at the check-in counter and cannot be checked-in at the boarding gate.

Slide board and slide cloth - Jetstar’s approved transfer method is to use the slide board and the slide cloth to transfer passengers using a wheelchair. The slide board and cloth are supplied by Jetstar. Jetstar staff will undertake this transfer, although they may also require the assistance of the passenger’s Accompanying Passenger or carer(s).

Sling - Some passengers may prefer to use a sling and may bring on board Jetstar aircraft, their own slings and their Accompanying Passenger or carer(s) who can undertake the transfer from a wheelchair to a seat using the sling. Jetstar ground staff will offer reasonable assistance to the passenger and carers using the sling as a transfer method in this manner (e.g. moving pressure cushions). However, the use of a sling is not a Jetstar approved method and Jetstar ground staff are not able to assist in transfers using a sling.

Upper Torso Restraint

During the booking process, a passenger must advise:

  • If the passenger requires special assistance, whether the passenger requires the use of an Upper Torso Restraint;
  • If the passenger requires an Upper Torso Restraint, whether the restraint is for a child or an adult.

If the passenger requires an Upper Torso Restraint, they should give Jetstar at least 48 hours notice. Where less than 48 hours notice is given, Jetstar will make every attempt to have an Upper Torso Restraint available for that flight, but cannot guarantee that one will be available.

Due to safety requirements, passengers are unable to provide their own Upper Torso Restraint.

Service Dogs

Accreditation and Approvals - Flights operated by Jetstar, Jetstar Asia or Valuair
Passengers travelling with a service dog whose accreditation falls within (a) or (b) below can book their flights through Jetstar.com or by contacting Jetstar Reservations. Passengers who are Deaf or hearing impaired can call Jetstar Reservations through the National Relay Service (see Deaf/hearing impaired section for contact details).

If you have booked through Jetstar.com, please check your itinerary carefully to ensure that your service dog has been recorded. If it is not recorded on your itinerary, please contact Jetstar Reservations immediately to advise that you are travelling with a service dog.

Passengers travelling with service dogs whose accreditation falls within (c) below, can book their flights through www.jetstar.com or by contacting Jetstar Reservations. However, these passengers must telephone Jetstar Reservations to complete the necessary application in order to seek clearance for travel with their accredited service dog in the aircraft cabin. This application must be submitted to Jetstar at least 14 days prior to travel.

An accredited service dog includes the following:

(a) Guide Dogs as accredited by a relevant guide dog association (e.g.: Guide Dogs Victoria, Guide Dog Assoc of NSW & ACT and Seeing Eye Dogs Australia) and Hearing Dogs accredited by a relevant hearing dog association (e.g.: Lions Hearing Dogs Inc);

(b) an assistance dog accredited by any of the following associations:

     i. Canine Helpers for the Disabled, Inc. (formally Animal Assisted Therapy Australia, Inc);
     ii. Assistance Dogs Australia;
     iii. Association of Australian Assistance Dogs (NQ); and
     iv. Australian Support Dogs Inc; and
      v. A.W.A.R.E Dogs; and
     vi. Associations accredited by Assistance Dogs International (www.assistancedogsinternational.org)

(c) any other service dog which is trained to assist (to alleviate the disability) and assists a person with a disability to alleviate the disability and trained to meet standards of hygiene and behaviour that are appropriate for an animal in an aircraft cabin, may be carried pending application to Jetstar.

Jetstar does not have a limit of passengers travelling with an accredited service dog on each flight.

Accreditation and Approvals – Flights operated by Jetstar Japan

Visually impaired, hearing impaired or disabled passengers may bring guide dogs, hearing dogs, or mobility assistance dogs on board at no additional charge. Emotional Assistance Animals will not be accepted for carriage.

For travel and carriage of a guide dog, hearing dog or mobility assistance dog on Jetstar Japan operated services, passengers are asked to ensure accredited certification and training documentation is presented to our staff at check-in. 

Passengers travelling with a service dog can book their flights through Jetstar.com or by contacting Jetstar Reservations.  If you have booked through Jetstar.com, please check your itinerary carefully to ensure that your service dog has been recorded. If it is not recorded on your itinerary, please contact Jetstar Reservations immediately to advise that you are travelling with a service dog.

A note for flights operated by Jetstar Pacific

Passengers planning to travel on Jetstar Pacific flights should note that service dogs of any category will not be uplifted.

Check-in

Passengers must provide appropriate and current service dog ID cards or documentation (such as service dog accreditation and from the relevant body or approval letter obtained from Jetstar) at check in.

International Flights

When travelling internationally, the passenger must check restrictions and regulations concerning the uplift, transit, disembarkation, inoculation and quarantine of the service dog.

Carriage of other animals

Jetstar does not have the ability to carry any other animals other than those listed in (a) to (c) above. No animals may be carried n the aircraft hold, as we do not have pressurised cargo facilities.

Deaf/Hearing Impaired

Passengers who are Deaf or hearing impaired can book their flight through www.jetstar.com or by contacting Jetstar Reservations.

If flights are booked through www.jetstar.com, passengers must advise Jetstar that they are Deaf or hearing impaired (for, among other things, seating allocation and cabin crew preparation purposes) and can indicate whether assistance is request or not.

If flights are booked via Jetstar Reservations, passengers must provide this information to the Jetstar representatives.

Passengers who are Deaf or have a hearing or speech impairment can call Jetstar Reservations through the National Relay Service within Australia:

  • TTY users phone 133 677 then ask for 131 538.
  • Speak and Listen (speech-to-speech relay) users phone 1300 555 727 then ask for 131 538.
  • Internet relay users connect to the NRS (see www.relayservice.com.au for details) and then ask for 131 538.

Passengers should check their itinerary carefully to ensure that the passenger is noted as being Deaf or hearing impaired and that any request for special assistance has been correctly recorded. If this is not recorded in the itinerary, passengers are requested to immediately telephone Jetstar Reservations to ensure that the itinerary is corrected.

If you would like travel with your accredited service dog, please ready our ’Service dog’ section.

Blind/Vision impaired

Passengers who are vision impaired may book via www.jetstar.com or by contacting Jetstar Reservations.

If flights are booked through www.jetstar.com, passengers use the on-line booking system to advise Jetstar that they are vision impaired/blind (for, among other things, seating allocation and cabin crew preparation purposes) and can indicate whether assistance is requested or not.

If flights are booked via Jetstar Reservations, passengers must provide this information to the Jetstar representative.

Passengers should check their itinerary carefully to ensure that the passenger is noted as being vision impaired/blind and that any request for special assistance has been correctly recorded. If this is not recorded in the itinerary, passengers are requested to immediately telephone Jetstar Reservations to ensure that the itinerary is corrected.

Passengers with Intellectual Disabilities

Passengers with intellectual disabilities can book their flights through www.jetstar.com or by contacting Jetstar Reservations. However, the passenger must also immediately contact Jetstar to advise of their specific requirements by contacting Jetstar Reservations. Passengers may be required to travel with an Accompanying Passenger (see above).

Carriage of Travel Oxygen

Passengers who require oxygen onboard Jetstar services can book their flights through www.jetstar.com or by contacting Jetstar Reservations.

However, after a passenger has purchased their ticket, the passenger must immediately advise Jetstar of their specific requirements by completing Jetstar’s Travel Clearance forms.

For Jetstar (JQ) flights, the Jetstar Travel Clearance Form must be received by Jetstar at least 5 business days prior to departure to allow time for the request to be assessed and, where relevant, approved.

For flights operated by Jetstar Asia (3K), Valuair (VF) or Jetstar Japan (GK), passengers who require oxygen onboard should contact the Jetstar Japan contact centre to make their booking and discuss Travel Clearance requirements. This is for all passengers regardless of whether they are supplying their oxygen (A320/A321) or Jetstar supplies it (A330/787**) or they wish to carry a portable oxygen concentrator.

There are different requirements depending on the aircraft used to operate a particular flight. Passengers will be able to identify which aircraft will be used on the particular flight they have booked by looking at Jetstar’s Flight Schedules page on www.jetstar.com or by contacting Jetstar Reservations.

Flights on A320 and A321 aircraft

Jetstar does not supply oxygen on A320 and A321 aircraft. Passengers are permitted to supply their own oxygen if it conforms to Jetstar’s specifications. At present, Jetstar only accepts either BOC or Air Liquide oxygen cylinders for in-flight use. For flights operated by an A320 or A321 aircraft, a passenger may only use a personal size C oxygen bottle supplied by either BOC or Air Liquide oxygen cylinders for in-flight use. It is the passenger’s responsibility to organise the return of the cylinder to its supplier.

Flights on A330/787** aircraft

For flights operated by an A330 aircraft, the passenger must pre-order supplemental oxygen for in-flight use only. Passengers travelling on Boeing 787** aircraft may bring personal oxygen supplies (as per A320 and A321 flights) or for longer flights, passengers must pre-order supplemental oxygen for in-flight use. A charge will apply for pre-ordered supplementary oxygen where personal oxygen bottles cannot be carried due to aircraft type (A320/A321/A330) or flight duration (A330/787**).

Oxygen Concentrators

Portable oxygen concentrators may be carried on Jetstar flights subject to prior approval by Jetstar.

Passengers of size

Passengers who are unable to lower both armrests (the definitive boundary between seats) and/or who compromise any part of adjacent seating should proactively book the number of seats needed prior to travel, by purchasing a second seat or alternatively, purchasing a Business Class seat (where available).

Safety Briefings

Safety briefing captions are available on our drop-down screens on flights serviced by A330 aircraft. On A320 and A321 aircraft, cabin crew are responsible for safety briefings as these aircraft do not have drop down screens and no video safety briefing is available.

Closed Caption Films

On flights where video on demand units are available for purchase, we generally offer one closed caption film.

Flights to/from the US

    From 13 May 2009, the US DOT’s Final Ruling on Non-discrimination on the Basis of Disability in Air Travel (14 CFR Part 382) became effective. Jetstar is required to comply with most of the requirements of the Final Ruling. Please click here to view the full document, incorporating amendments that have been made to the Ruling up to January 2014. Jetstar currently flies to Honolulu in the US. For flights to and from Honolulu, there is no limit for passengers requiring wheelchair assistance.

    You can obtain a copy of the US DOT’s rule on Non-discrimination on the Basis of Disability in Air Travel in an accessible format from the Department of Transportation by any of the following means:

    (1) For calls made from within the United States, by telephone via the Toll-Free Hotline for Air Travelers with Disabilities at 1-800-778-4838 (voice) or 1-800-455-9880 (TTY),

    (2) By telephone to the Aviation Consumer Protection Division at 202-366-2220 (voice) or 202-366-0511 (TTY),

    (3) By mail to the Air Consumer Protection Division, C-75, U.S. Department of Transportation, 1200 New Jersey Ave., SE., West Building, Room W96-432, Washington, DC 20590, and

    (4) On the Aviation Consumer Protection Division’s Web site (http://airconsumer.ost.dot.gov)

    ** Some Boeing 787 Dreamliner flights are subject to government and regulatory approval. For more information, please click here.

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