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) and Valuair (VF)), 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:
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:
- the passenger is able to self-toilet, if required, during the course of the flight;
- the passenger can eat or drink during the course of the flight without assistance;
- the passenger can administer medication themselves during the course of the flight, if required;
- the passenger is able to communicate in such a way as to understand the safety instructions of the crew; and
- the passenger is able to evacuate from an aircraft unassisted in the event of an emergency by use of slide or steps.
If a 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.
Medical Clearance
Jetstar requires that passengers with certain medical conditions or incapacities obtain medical clearance to fly from Jetstar at the time of booking. See Jetstar Travel Clearance forms for further information and to determine if the passengers need medical clearance prior to travel with Jetstar. Documentation or identification to confirm the passenger’s medical condition and, where relevant, their clearance to fly, must be made available when flying with Jetstar.
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 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
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 flights*
For flights operated by A330 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 - 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.
If you have an electronic wheelchair with a lithium ion battery, you must provide a Material Safety Data Sheet (MSDS) for the batter which includes a test certificate (which is less than 2 years old and states that the battery has met all the test criteria) to Jetstar at the airport prior to close of check-in. If you do not have an MSDS for the battery which includes a test certificate, the battery (and potentially the wheelchair) cannot be uplifted. Passengers wishing to travel with an electric wheelchair with a lithium ion battery should review the Qantas Group dangerous goods lithium ion information.
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 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
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.adionline.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.
Check-in
Passengers must provide appropriate and current service dog ID cards or documentation (such as service dog accreditation and from the relevant body listed above 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.
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.
This is for all passengers regardless of whether they are supplying their oxygen (A320/A321) or Jetstar supplies it (A330) 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 aircraft
For flights operated by an A330 aircraft, the passenger must pre-order supplemental oxygen for in-flight use only. A charge will apply and personal oxygen bottles cannot be carried on A330 flights. If additional seats are required to carry the oxygen cylinder for the passenger’s travel, the passenger will need to purchase the seats required to carry the cylinders. The passenger must make arrangements for this at least 5 days before departure to allow for oxygen to be organised.
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 StarClass seat (where available).
Flights to/from the US
From 13 May 2008, the US DOT’s Final Ruling on Non-discrimination on the Basis of Disability in Air Travel became effective. Jetstar is required to comply with most if the requirements of the Final Ruling. Please click here to view the full document; ACAA Final Ruling - DOT 14 CFR Part 382 Non discrimination on the Basis of Disability in Air Travel; Final Ruling - Federal Register / Vol 73. No.93 / Tuesday May 13 2008 Rules and Regulations. Jetstar currently flies to Honolulu in the US. For flights to and from Honolulu, there is no limit for passengers requiring wheelchair assistance.