When you book, let us know if you’d like specific assistance. Make sure you tell us about all the assistance you need:
- use of a wheelchair from the check-in counter to the gate
- assistance to board the aircraft
- assistance getting to your seat
Assistance with stairs and/or assistance with a wheelchair
If you don’t need a wheelchair, but require assistance moving up and down stairs to board the aircraft, you must book this assistance in advance.
There are three types of wheelchair assistance:
- WCHC (wheelchair cabin) assistance - if you require the use of a wheelchair from the check-in counter to the gate and assistance with a wheelchair to board the aircraft and to your aircraft seat
- WCHS (wheelchair steps) assistance - if you require the use of a wheelchair from the check-in counter to the gate and require assistance to ascend and descend stairs (where required), but do not require assistance to your seat
- WCHR (wheelchair ramp) assistance - if you require the use of a wheelchair from the check-in counter to the gate but do not require assistance to ascend and descend the stairs (where required) and do not require assistance to your seat
If you’re bringing a wheelchair or mobility aid, let us know during the booking process. Tell us:
- whether you’re checking in a wheelchair
- if your wheelchair is manual or motorised
- the weight of your wheelchair
- whether your motorised wheelchair has a dry, gel, lithium ion or wet cell battery
- whether your wheelchair weighs more than 32kg and can’t stand in the upright position and operate in free wheel mode
Upper torso restraints
If you need an upper torso restraint for an adult or child, let us know at least 48 hours before your flight. If advice is provided in less than 48 hours, we can’t guarantee that one will be available. You cannot travel with your own upper torso restraint.
Mobility aids and assistive devices
Mobility aids and assistive devices can be any piece of equipment that passengers with disabilities use to walk, see, hear, speak, breathe or carry out any other major life activity.
You may need to have medical clearance or dangerous goods approval to travel with your mobility aid or assistive device.
Mobility aids include, but not limited to, equipment such as manual wheelchairs, electric wheelchairs and electric scooters.
- Two mobility aids can be carried free of charge as checked baggage
- Only one motorised mobility aid (including electric wheelchairs) can be carried free of charge as checked baggage due to loading restrictions.
- You will need to get approval from Qantas Dangerous Goods before you can check-in your motorised mobility aid. See below for more details.
Assistive Devices include walking frames, walking canes, crutches, hoists, breathing support machines (eg CPAP machines), travel oxygen, portable dialysis machines, inflatable pressure cushions, shower chairs and commodes (toilet chairs).
Please note: Jetstar Japan (GK) doesn’t accept travel oxygen on board.
We don’t limit the number of assistive devices you can carry as checked baggage, free of charge.
If you need to use your battery-powered assistive device during your flight you’ll need to fill out a medical clearance form. If your assistive device is approved for use on board, it will be carried in addition to your carry-on baggage allowance.
Electric assistive devices can’t be used on board any Jetstar flights.
You must be able to use your assistive device on your own or travel with an accompanying passenger or carer who can help you.
If you don’t need to use your assistive device during the flight, it’ll be carried as checked baggage at no extra cost, but it will count towards your carry-on baggage allowance.
We take all reasonable care with mobility aids and assistive devices, but please note our liability is limited for any damage caused during transit. You’re responsible for getting insurance cover for your mobility aid or assistive device. For further information, check our Conditions of Carriage.
Mobility aids and assistive devices - US flights only
On flights to and from the US, if you need a mobility aid or assistive device, you can travel with an unlimited number of these devices as checked baggage and they don’t count towards your checked baggage allowance.
Travelling on Jetstar Pacific (BL) flights
Jetstar Pacific doesn’t accept any mobility aids or assistive devices (including travel oxygen) on board if they require dangerous goods approval.
If you need to use your battery-powered assistive device during your flight you’ll need to complete a medical clearance form. A medical clearance must be obtained by the deadline on the relevant form:
- Jetstar Airways (JQ) Medical Clearance Form (PDF, 0.2MB)
- Jetstar Asia (3K) Medical Clearance Form (PDF, 0.1MB)
- Jetstar Japan (GK) Medical Clearance Form (PDF, 0.2MB)
Dangerous goods approval
If you’re travelling with a mobility aid or an assistive device you may need to obtain dangerous goods approval before you arrive at the airport. See our Dangerous goods page for more information.
Please note: self-balancing boards (eg hoverboards) can’t be carried on any Jetstar flight.
After you book, your specific assistance information will be on your itinerary. If we’ve missed anything, Contact us.
Limits for customers requiring wheelchair assistance
We can only take two customers requiring wheelchair assistance on each A320/A321 flight, Q300 flight or domestic/trans-Tasman Boeing 787 flight. For flights operated by a Q300 aircraft we are only able to accept one electric wheelchair to be checked in. 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:
- moving the passenger to an earlier or later flight where the limit has not been exceeded; or
- re-routing the passenger to their intended destination; or
- providing a full refund.
We can usually take up to four electric wheelchairs on a Boeing 787 international flight. We reserve the right to lower the limit if there are special circumstances.
Mobility aids as checked baggage, including wheelchairs
It’s important to note that wheelchairs must be the following dimensions or smaller:
- flights on a Q300 aircraft – 1.3m (height) by 0.85m (width) by 1.15m (length)
- flights on an A320/A321 aircraft - 1m (height) by 1.4m (width) by 1.4m (length)
- flights on a Boeing 787 aircraft - 1.6m (height) by 1.5m (width) by 1.5m (length)
Jetstar carries mobility aids and assistance devices that customers require for their personal mobility free of charge and a customer’s mobility aid(s) do not count toward any checked baggage allowance.
Motorised mobility aids (including electric wheelchairs)
Because of their nature and batteries, electric wheelchairs are considered dangerous goods and need prior approval to be carried on the aircraft.
It’s best to seek approval at least two business days before you arrive at the airport so we can address any issues and get you to your flight on time. To seek approval, contact Qantas Dangerous Goods by email and give them your full name as well as the make and model of your mobility aid and details of the battery, with a copy of the Material Safety Data Sheet (MSDS). (Qantas assists us with this process.)
If approved, we’ll give you an approval letter that is valid for use until the expiry date of the letter or until you change your mobility aid. You must also travel with the battery’s Verification of Compliance Certificate and the Material Safety Data Sheet (MSDS) in your carry-on baggage. These documents must be kept with you, in your carry-on baggage at all times.
If it’s not possible for you to obtain approval beforehand, we’ll try to obtain dangerous goods approval when you check in. You must bring a copy of the Battery’s Verification of Compliance Certificate and a copy of the Material Safety Data Sheet (MSDS) with you. To leave enough time, get to the check-in counter when it opens.
Battery powered bikes and Segways are not classified as mobility aids.
Our two types of wheelchairs help you move around the airport terminal and get on and off the aircraft. The wide body, self-propelled wheelchairs can be manoeuvred by you, your Accompanying passenger or carer(s) when you’re off the aircraft. The narrow body aisle wheelchairs can only be manoeuvred by your Accompanying passenger, your carer(s) or with assistance from Jetstar staff.
During busy periods, all our wide body and aisle wheelchairs might be in use. In which case there’ll be a waiting period. During busy periods, you may also need to wait for assistance from our staff.
Approved transfer method
Our approved transfer method is to use the slide board and the slide cloth which are supplied by us. Our staff will undertake this transfer, although they may also require the assistance of your Accompanying passenger or carer(s).
Some customers may prefer to use a sling and may bring their own slings. Your Accompanying passenger or carer(s) must undertake the transfers between wheelchairs and aircraft seat using the sling. Jetstar staff will offer reasonable assistance to you and your Accompanying passenger or carer(s) using the sling (e.g. moving pressure cushions) but cannot undertake transfers using a sling.