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Specific assistance

The safety and comfort of all Jetstar passengers is our top priority, including those with specific needs. To help us prepare for your trip, request the specific assistance you need when you make a booking.

We can assist passengers:

with reduced mobility who require wheelchair assistance, ambulatory assistance, and assistance on and off the aircraft;
who are deaf or have a hearing impairment;
who are blind or have a vision impairment;
who have hidden disability (Jetstar Airways (JQ) flights);
who are travelling with a service dog; and
who are travelling with assistive devices
who require travel oxygen

We require passengers to be able to travel independently or with an Accompanying Passenger who can assist you. Find out more about our Independent Traveller Requirements. If you’re travelling from or within Australia, you can also find detailed information about the kind of assistance we can provide in our Disability Access Facilitation Plan. Jetstar doesn’t have the systems, staff or supporting facilities to provide the same level of assistance as full-service airlines. For example, Jetstar does not assist passengers requiring assistance with retail shopping, restaurants or duty free shopping on international flights. Please make sure we’ll be able to provide the type of specific assistance you need before you make your booking.

Disability Access Facilitation Plan

Independent traveller requirements

Check-in and boarding time

Medical clearance

Wheelchairs and reduced mobility

Assistive devices

Torso restraints

Travel oxygen

Blind or vision impaired

Deaf or hearing impaired

Service dogs

Hidden disability

Travelling to and from the US

Please note that the information provided in the above links applies only to flights operated by Jetstar Airways (JQ), Jetstar Asia (3K) and Jetstar Japan (GK).

Useful checklists

You need to request the assistance you require in advance whenever you’re travelling with us. That way we can be ready to provide the assistance you need. If you’re travelling from or within Australia or New Zealand, it also helps to download and complete our customer assistance checklist 0.3(below) and bring it with you on the day. It will help you plan for your trip and communicate your requirements to our staff at the airport and onboard your flight. Travel for customers with a wheelchair, mobility aid or reduced mobility checklist (PDF, 0.3MB) Travel for customers who are deaf, blind, who have a hearing or vision impairment, or who are travelling with a service dog checklist (PDF, 0.3MB)

Our contact centre is open 24 hours, 7 days a week. If you're at an Australian domestic airport and you are unable to contact our staff to seek specific assistance, please contact us on 131 538 or through our ‘Livechat’ by selecting 'chat now' above.

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