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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.

Check-in and boarding

We recommend that you check-in at least 90 minutes before departure for flights leaving from a Domestic Terminal and at least 2 hours for flights leaving from an International Terminal to make certain we can provide any required assistance without delay.

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.

You are able to check-in 2 hours before the scheduled departure time for flights leaving from a Domestic Terminal and 3 hours before the scheduled departure time for flights leaving from an International Terminal. You should be aware that for all flights, the final hour before the departure of a flight is the busiest period for our staff, and if you arrive during this period you may face delays before assistance can be provided (including assistance to the departure gate etc).

We recommend that you consider your own specific needs and the assistance you have requested, to ensure you have enough time to make your flight.

Disability Access Facilitation Plan

Jetstar has developed a Disability Access Facilitation Plan for customers requiring specific assistance at Australian airports or on Australian domestic flights.

Jetstar’s Disability Access Facilitation Plan

Independent travellers and accompanying customers

To travel with Jetstar, it’s important that you can travel independently. We require that:

  • the customer is able to self-toilet, if required, during the course of the flight; and
  • the customer can eat or drink during the course of the flight without assistance; and
  • the customer can administer medication themselves during the course of the flight, if required; and
  • the customer 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 customer does not meet all of these requirements, the customer will need to travel with an Accompanying Customer/carer. If you need help with any of these tasks, you must travel with an Accompanying Customer.

An Accompanying Customer is an independent, paying traveller who, in Jetstar’s opinion, is able to and will provide the assistance, supervision or both for their companion. They are required to assist their companion with:

  • Using the toilet on the aircraft and on the ground
  • Dealing with in-flight and ground emergencies
  • Transporting carry-on baggage and equipment
  • Medicating and medical procedures
  • Eating and drinking
  • Administrative procedures such as the completion of immigration documentation
  • Boarding and disembarking including assisting with transfers to and from mobility devices and seating where necessary
  • Assembling and disassembling wheelchairs
Jetstar generally considers that the Accompanying Customers for children must be at least 15 years old. One Accompanying Customer can assist a maximum of four customers that do not meet Jetstar’s independent traveller requirements.

Customers with an intellectual disability may be required to travel with an Accompanying Customer. 

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 or domestic/trans-Tasman 787** 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:

  • 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 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): dg@qantas.com.au (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 

Jetstar Wheelchairs

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.

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. 

Customers of size

If you’re unable to lower both armrests, and/or compromise any part of adjacent seating, you must book the full number of seats you’ll need or, where available, purchase a Business Class seat.

Travel oxygen

When you intend to bring, or need, travel oxygen you’ll need to submit a travel clearance form.

You’ll need to submit a travel clearance form at least 5 business days before your flight. 

A320, A321 and 787 aircraft

We do not supply travel oxygen on A320, A321 and 787 aircraft. You can bring your own oxygen if it conforms to Jetstar’s specifications. It must be a personal size C oxygen bottle supplied by either BOC, Air Liquide or Supagas oxygen cylinders for in-flight use. Each oxygen cylinder must be carried and restrained in an approved BOC Gases Oxycare Travel Pack or the Air Liquide Heathcare Carry Bag. It’s your responsibility to return the cylinder to its supplier.

A330 aircraft

Travel oxygen is available to purchase for use on A330 aircraft. You must pre-order the oxygen at least 5 days before departure and, if required, book additional seats for the cylinders. You cannot bring your own personal oxygen on board A330 aircraft.

Oxygen Concentrators

We’ll accept portable oxygen concentrators on Jetstar flights as long as you have prior approval from Jetstar.

Medical clearance

For some medical conditions or incapacities, we require that you obtain medical clearance to fly when you book. To understand if you’ll need clearance see:

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

All medical clearance applications are managed by Qantas Network Operations.

Travelling to 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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