This is our website for:

Vision or hearing impairments and service dogs

Blind or vision impaired

When you book over the phone or online, let us know if you’re blind or have a vision impairment and if you’d like specific assistance.

Your specific assistance information will be on your itinerary. If we’ve missed anything, contact customer service.

Deaf or hearing impaired

When you book over the phone or online, let us know if you’re Deaf or have a hearing impairment and if you’d like specific assistance.

If you’d like to book or have an enquiry for Jetstar, you can call us 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 and then ask for 131 538

Your specific assistance information will be on your itinerary. If we’ve missed anything, contact customer service.

When there’s the chance to purchase in-flight entertainment on our flights, we generally offer one closed caption film.

Safety briefing captions are available on our drop-down screens on A330 aircraft and seat back screens in the 787 aircraft. Cabin crew will deliver the safety briefing on A320, A321 and 787 aircraft.

Service dogs

When you book, let us know if an accredited service dog will also be travelling with you.

Your service dog information will be on your itinerary. If we’ve missed anything, contact customer service.

Accreditation and Approvals

On Jetstar, Jetstar Asia and Valuair flights, we’ll accept dogs from approved training organisations such as:

  • Guide dogs accredited by: a guide dog training organisation that can demonstrate membership of the International Guide Dog Federation; the Association for the Blind WA; Guide Dogs NSW/ACT; Guide Dogs Qld; Guide Dogs SA/NT; Guide Dogs Victoria; Royal Guide Dogs for the Blind Association of Tasmania and Seeing Eye Dogs Australia
  • Hearing dogs accredited by a relevant association such as Lions Hearing Dogs Inc
  • Assistance dogs accredited by: Canine Helpers for the Disabled Inc; Assistance Dogs Australia; Association of Australian Assistance Dogs (NQ) Inc; Australian Support Dogs Inc; Righteous Pups Australia Inc; Smartpups Australia Inc; Service Dog Training; Associations accredited by Assistance Dogs International (but not candidate members); specified individual trainers accredited under the Guide, Hearing and Assistance Dog Act 2009 (Qld)

Any other service dog that is trained to assist in alleviating a disability will need clearance to travel, contact customer service.
It’s best to contact us right away as you must get approval at least 14 days before your flight.

On Jetstar Japan flights, we’ll accept guide dogs, hearing dogs or mobility assistance dogs but not emotional assistance animals.

Documentation

You’ll need to show documentation for your service dog at the airport and on board the aircraft. A current service dog ID card, service dog accreditation or Jetstar approval letter is acceptable.

Dogs which are not approved for travel in the aircraft cabin cannot travel with Jetstar as we do not have pressurised cargo facilities.

International Flights

It’s your responsibility to check the service dog restrictions in the countries you’re travelling to. Those restrictions may include the uplift, transit, disembarkation, inoculation and quarantine of the service dog.

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

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