Please find below general information regarding the specific assistance provided by Jetstar. Please note that the following information applies only to flights operated by Jetstar Airways (JQ) of Australia and New Zealand, Jetstar Asia Airways (3K) of Singapore and Jetstar Japan (GK) of Japan.
Further information can also be found in Jetstar’s Disability Access Facilitation Plan (please note, this is applicable in Australia only).
When you bookLet us know if you’d like specific assistance. Make sure you tell us about all the assistance you need, for example:
- use of a wheelchair from the check-in counter to the gate
- assistance to board the aircraft
- assistance getting to your seat
If you’re bringing a wheelchair or mobility aid, let us know when you book:
- if you’re checking in a wheelchair;
- if your wheelchair is manual or motorised;
- the weight of your wheelchair;
- if your motorised wheelchair has a dry, gel, lithium ion or wet cell battery; and
- if your wheelchair weighs more than 32kg, is unable to stand in the upright position and can’t operate in free wheel mode.
Note: We may be unable to accommodate some of the specific assistance requirements on your selected flight/s. In such instances, please select an alternative flight, or contact us for more information.
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.
The oversized item fee does not apply to any mobility aids or assistive devices.
Mobility aids include, but are 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, in addition to any checked baggage allowance. The following conditions apply:
- 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;
- the equipment must be for your own use; and
- the equipment must be within the size and weight limits set out below.
See below for more details about size and weight limits for mobility aids.
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.
Assistance with stairs
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.
Assistance with a wheelchair
There are three types of wheelchair assistance Jetstar provides:
- 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
Assistance at check-in
Our staff will assist you to transfer from the check-in counter to the departure gate if wheelchair assistance has been requested in advance of travel. If you have not requested assistance in advance, we will do our best to provide assistance on the day, but this may not be operationally possible and limits may apply to the number of passengers we can provide wheelchair assistance to on a given flight (including due to the variation in the facilities available between airports).
During busy periods, you may face delays before assistance can be provided.
Assistance on arrival
On arrival at your destination, our staff will make a Jetstar wheelchair available for your use until the Baggage Claim area. Your own wheelchair will be made available for collection at the Baggage Claim area.
If required, our staff will assist you to the Baggage Claim area, with collection of your baggage and wheelchair and with the transfer to your wheelchair using Jetstar’s customer transfers method (refer below).
In the event that your wheelchair requires re-assembly, you or your assistant or carer(s) need to be available to assist in the re-assembly (or provide staff with information necessary to assist in the re-assembly of your wheelchair).
US flights only – for flights to and from the US, your wheelchair, other mobility aid and/or assistive device will be returned as close as possible to the door of the aircraft so that you may use your own equipment to the extent possible, unless you request that your items be returned to the Baggage Claim area.
Size and weight limits for mobility aids and assistive devices
It’s important to note that mobility aids and assistive devices must be the following size 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)
The following restrictions also apply to the weight of mobility aids and assistive devices:
- each piece must be 32kg or less, except for wheelchairs or mobility aids that can travel in the upright position in freewheel mode (which may exceed 32kg); and
- items above 32kg which cannot travel in the upright position in free wheel mode must be carried as freight at standard freight rates.
Whenever possible, Jetstar will offer the choice of when you are transferred to a Jetstar airport wheelchair (i.e. at check-in or at the boarding gate/aerobridge) for customers travelling with manual wheelchairs. Whenever possible, you can use your manual wheelchair to the boarding gate. This may not be possible in all circumstances due to operational reasons.
Motorised mobility aids (including electric wheelchairs and wheelchairs with detachable batteries)
All electric or motorised wheelchairs (including wheelchairs with a detachable battery) must be checked-in at the check-in counter and cannot be checked-in at the boarding gate.
Motorised mobility aids (including electric wheelchairs) are considered dangerous goods and require airline approval before they can travel safely with us.
To request approval, email firstname.lastname@example.org and provide your full name, along with your mobility aid’s make and model, battery type, battery voltage (V) and battery amp hour (Ah) rating.
Please note: When you're travelling on a Jetstar Japan (GK) flight and check-in your electric wheelchair, you need to complete the Electric Wheelchair Fact Form and email to Jetstar Japan at least 5 business days prior to departure.
We recommend you aim to complete the approval process at least 5 days before your flight departs so we can address any issues and get you to your flight on time.
Please note: 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.
Where a wide body wheelchair is not available, an aisle wheelchair may be used.
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.
Limits on 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.
Jetstar Asia (3K) wheelchair fee
If you’re flying Jetstar Asia (3K) and need to use an airport wheelchair to get to your gate, a fee will apply, unless you are:
- travelling with your own wheelchair
- on Jetstar Asia (3K) flights to/from Darwin and the Philippines
- a codeshare and interline passenger
- on connecting flights between Jetstar Airways (JQ) and Jetstar Asia (3K); Jetstar Japan (GK) and Jetstar Asia (3K); and Jetstar Pacific (BL) and Jetstar Asia (3K)
- on a flight operated by Jetstar Airways (JQ), Jetstar Japan (GK) and Jetstar Pacific (BL)
- on multi-city flights which include any of the flights listed above.
For more information, including current fees, see the Fees and Charges page
To assist customers transfer between wheelchairs and aircraft seat, we will use a slide board which is supplied by us. Our staff will undertake this transfer, although they may also require the assistance of your Accompanying passenger or carer(s).
Please consider if the slide board transfer method is appropriate for your needs as Jetstar staff are trained to undertake the slide board transfer method only. Jetstar does not use an eagle lift, hoists or manual lifting for customer transfers.
Some customers 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.