Mobility assistance and torso restraints
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 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 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; and
- WCHR 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.
Other mobility aids
Customers can also travel with other mobility aids such as canes, crutches and walkers.
After you book, your specific assistance information will be on your itinerary. If we’ve missed anything, contact customer service.
Limits for customer requiring wheelchair assistance
We can only take two customers requiring wheelchair assistance on each A320/A321 flight, Q300 flight or domestic/trans-Tasman 787 flight. For flights operated by a Q300 aircraft we are only able to accept one electric wheelchair to be checked in. Where we are unable to book additional customers 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;
- Re-routing the passenger to their intended destination; or
- Providing a full refund.
We can usually take up to four electric wheelchairs on each A330 or international 787 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) x 0.85m (width) x 1.15m (length)
- Flights on an A320/A321 aircraft - 1m (height) x 1.4m (width) x 1.4m (length)
- Flights on an A330/787 aircraft - 1.6m (height) x 1.5m (width) x 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.
Powered 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): firstname.lastname@example.org (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.
Qantas Dangerous Goods
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 Customer or carer(s) when you’re off the aircraft. The narrow body aisle wheelchairs can only be manoeuvred by your Accompanying Customer, 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 Customer or carer(s).
Some customers may prefer to use a sling and may bring their own slings. Your Accompanying Customer 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 Customer or carer(s) using the sling (e.g. moving pressure cushions) but cannot undertake transfers using a sling.