Jetstar wheelchairs and slide board transfers
Jetstar airport wheelchairs
We use two types of wheelchairs to assist you to move around the airport terminal (wide-frame and aisle wheelchairs) and to get on and off the aircraft (aisle wheelchair only). In some larger airports, Jetstar staff may be able to use a Jetstar electric wheelchair to assist you.
These images are of wheelchairs used for Jetstar Airways (JQ) flights through Australia and New Zealand airports.
We will offer you the choice of which wheelchair you’d prefer to use, subject to availability. Please note, only the aisle wheelchair can be used to board the aircraft because the wide-frame wheelchairs do not fit down the aisle of the aircraft.
All Jetstar wheelchairs must be operated by Jetstar staff or your Accompanying Passenger or carer. For safety reasons, you cannot self-propel or operate Jetstar wheelchairs.
During busy periods you may need to wait for assistance from staff or for a wheelchair to become available.
All Jetstar wheelchairs will have straps, e.g., some have leg straps and/or thoracic/chest straps and the size of the straps may vary. Before you book, please read the following information about Jetstar wheelchairs:
All Jetstar wheelchairs will have straps, e.g., some have leg straps and/or thoracic/chest straps and the size of the straps may vary. Before you book, please read the following information about Jetstar wheelchairs:
- Jetstar wheelchairs may not be suitable for the specific needs of everyone, due to safety and comfort reasons.
- Jetstar's wheelchairs are standard wheelchairs for use in airports and on aircraft and are not customised.
You will be required to transfer from your own wheelchair to a Jetstar wheelchair at the check-in area or at the gate in limited airports.
- You are best placed to make decisions about your specific needs and whether the Jetstar wheelchairs are suitable for you.
- If the Jetstar wheelchairs are not suitable for your needs or preferences and you require wheelchair assistance, you will need to book your flights with another airline.
- If you have already made a booking, please as soon as possible to discuss your options.
Please refer to the information below for details of the Jetstar wheelchair check-in process.
For occupational health and safety reasons, all Jetstar wheelchairs have a safe working limit (maximum weight) of 120kg, including any carry-on baggage.
Jetstar staff at the airport may ask you to confirm that the safe working limit of 120kg will not be exceeded. If this is unsuitable for your needs, and you require wheelchair assistance, you will need to book your flights with another airline. If you have already made a booking, please contact us as soon as possible to discuss your options. The safe working limit for Jetstar wheelchairs applies to Jetstar Airways (JQ) flights.
Safe working limit for Jetstar wheelchairs
Jetstar staff at the airport may ask you to confirm that the safe working limit of 120kg will not be exceeded. If this is unsuitable for your needs, and you require wheelchair assistance, you will need to book your flights with another airline. If you have already made a booking, please contact us as soon as possible to discuss your options. The safe working limit for Jetstar wheelchairs applies to Jetstar Airways (JQ) flights.
Checking in your wheelchair
| Manual mobility aid/wheelchair (except for wheelchairs with a detachable battery or smartdrive) | Battery-powered mobility aid/wheelchair, Manual wheelchairs with a detachable battery or smartdrive |
|---|---|
| Your wheelchair will either be checked in at the check in counter or boarding gate for departure and collected at the gate or baggage claim on arrival, depending on the airports you are travelling through. | At most airports, you won’t be able to use your battery-powered wheelchair (including manual wheelchairs with a detachable battery) to the boarding gate, they must be checked in at the check in counter for departures, and collected in the baggage claim area for arrivals. |
| Using your wheelchair to the boarding gate on departure or collecting it at the gate on arrival may not always be possible, due to airport design and operational and safety reasons. | This is due to airport design and operational and safety reasons. |
| If you check in your wheelchair when you check in, you will transfer to either an aisle wheelchair, or a wide-frame wheelchair for use in the terminal. | If you cannot take your wheelchair to the gate, at check in, you will transfer to either an aisle wheelchair, or a wide-frame wheelchair for use in the terminal. |
| If you are using a wide-frame wheelchair, you’ll need to transfer to an aisle wheelchair at the boarding gate. | If you are using a wide-frame wheelchair, you’ll need to transfer to an aisle wheelchair at the boarding gate. |
| On arrival, you’ll need to use an aisle wheelchair to disembark. | On arrival, you’ll need to use an aisle wheelchair to disembark. |
| You may stay in the aisle wheelchair, or if requested and available, transfer to a wide-frame wheelchair for use in the terminal. | You may stay in the aisle wheelchair, or if requested and available, transfer to a wide-frame wheelchair for use in the terminal. |
| There may be delays on arrival, especially at busy times, for wheelchairs and wheelchair assistance as it can take some time to bring a Jetstar wheelchair or your wheelchair to the gate (if requested and available). | There may be delays on arrival, especially at busy times, for wheelchairs and wheelchair assistance as it can take some time to bring a Jetstar wheelchair or your wheelchair to the gate (if requested and available). |
| All battery-powered mobility aids (including battery-powered wheelchairs) are considered dangerous goods and require airline approval before they can travel safely with us. Dangerous goods approvals for Jetstar flights are managed by Qantas. For more information, see Qantas Dangerous Goods mobility aids opens in new window. | |
| To request approval, email dg@qantas.com.au 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. We recommend you submit your dangerous goods approval request at least 5 business days before your flight departs so we can address any issues in advance. Approval can be given at the airport but we strongly recommend requesting approval in advance. | |
| If you're travelling on a Jetstar Japan (GK) flight and checking in your battery-powered wheelchair, you need to complete the Electric Wheelchair Fact Form opens in new window and email the form to Jetstar Japan at least 5 business days prior to departure. | |
To find out more about what to expect at the airports you are travelling to and from, please Contact us.
Note: E-bikes, e-scooters, electric skateboards, DC trikes, hoverboards/self-balancing devices and Segways with batteries can be dangerous goods and are not generally considered mobility aids or assistive devices. If you want to travel with one these devices as a mobility aid or assistive device, Contact us so that we can consider the request.
Approved transfer method - slide boards
When transferring between wheelchairs and/or aisle wheelchair and aircraft seat you can chose to do one of the following, based on your needs:
- Self-transfer;
- Transfer with the assistance of your Accompanying passengers or carers; or
- If you cannot self-transfer and are not travelling with an Accompanying passenger or carer who can assist you, our staff will help you transfer using a slide board. They may require your assistance (e.g to communicate your needs).
Jetstar does not use an eagle lift, hoists or manual lifting for customer transfers. If you need or prefer that level of assistance, you may need to travel with enough Accompanying Passengers or carers who can manually transfer you, or you may need to travel with another airline.
We use slide boards (or transfer boards) to transfer customers between wheelchairs, and between an aisle wheelchair and an aircraft seat. We will provide the slide board.
Slide boards
A slide board is a rigid plastic board used to bridge the gap between wheelchairs, and between the aisle wheelchair and an aircraft seat. One end of the board is carefully inserted under you and the other side rests on the second wheelchair or aircraft seat. You can then be transferred across the slide board to your seat.
The safe working limit for our slide boards is 120kg. If you exceed this weight limit, you won’t be able to transfer using a slide board.
Slide board transfers may not be suitable for all customers. We encourage all customers who will require assistance with transferring to consider whether the slide board transfer method will be safe and comfortable based on their specific needs, in particular those who usually use an eagle lift or hoist to transfer in daily life. You may wish to seek medical advice about this.
Slide boards and Jetstar aisle wheelchairs are available for use during your flight on a B787 aircraft only. Slide boards and Jetstar aisle wheelchairs are not available on other aircraft types – A320, A321 and A321 Neo aircraft. - You can find out more about in-flight accessibility here.
Jetstar does not provide slings or other handling aids (such as slide cloths or jonny belts) for use during customer transfers.
If you bring your own sling or handling aid, your Accompanying Passengers or carers must help you transfer between wheelchairs and the aircraft seat.
Jetstar staff will offer reasonable assistance to you and your accompanying passenger (i.e. moving wheelchairs) but are not trained in the use of slings or other handling aids and are unable to transfer or assist with transferring you using a sling or any of your own equipment.
Jetstar does not use an eagle lift, hoists or manual lifting for customer transfers.
Slings, slide cloths and other handling aids
Pressure cushions
- Jetstar does not generally permit pressure cushions to be used on Jetstar wheelchairs – this is because, for example, the pressure cushion may not fit the Jetstar wheelchair, there may not be a safe way to fasten it to the wheelchair (eg, with Velcro etc) or other safety considerations.
- You should advise a Jetstar staff member if you wish to use a pressure cushion with a Jetstar wheelchair and if you have a pressure injury.
- You will need to make an assessment about whether your pressure cushion can be safely used with a Jetstar wheelchair.
- Jetstar team members are not trained to use pressure cushions or to make an assessment about your specific needs.
- If there is any doubt about whether it can be used safely, Jetstar team members will not permit a pressure cushion to be used.
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