Specific assistance

Jetstar endeavours to provide a travel experience that is safe, comfortable and affordable for all our customers, including those with specific needs.

On request we can provide specific assistance to customers requiring wheelchair assistance and torso restraints, customers who are blind or have a vision impairment, customers who are deaf or have a hearing impairment, customers travelling with service dogs, customers of size and customers who require travel oxygen.

You must let us know that you require specific assistance when you book so that we can make arrangements for you – including arranging staff and any required equipment ready for your arrival. If you do not give us prior notification of your specific assistance needs, we will try to accommodate your needs within our operational constraints. However, if you have not advised us of your assistance needs in advance, we may not be able to accommodate your travel preferences.

Jetstar does not have systems with the ability to retain information about your specific needs, so you will need to let us know your specific needs each time you fly with us.

Please find below information regarding the specific assistance provided by Jetstar. Further information can also be found in Jetstar’s Disability Access Facilitation Plan (please note, this is applicable in Australia only).

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.

If you require specific assistance on flights operated by Jetstar Pacific (BL) of Vietnam, different arrangements apply. Please contact that airline for further information.

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.

Domestic departure	Check-in: 90 mins prior Boarding gate: 40 mins prior
International departure	Check-in: 120 mins prior Boarding gate: 40 mins prior

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 (PDF, 1.13MB)

Independent travellers and accompanying passengers

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

the passenger is able to self-toilet, if required, during the course of the flight; and
the passenger can eat or drink during the course of the flight without assistance; and
the passenger can administer medication themselves during the course of the flight, if required; and
the passenger 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 passenger.

If the passenger does not meet all of these requirements, the passenger will need to travel with an Accompanying passenger. If you need help with any of these tasks, you must travel with an Accompanying passenger.

An Accompanying passenger 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 considers that the Accompanying Passengers for children must be at least 15 years old, except on Japan domestic flights operated by Jetstar Japan, where the Accompanying Passenger for children (2-11 years old) may be 12 years or older.

One Accompanying Passenger can assist a maximum of four customers that do not meet Jetstar’s independent traveller requirements.

Passengers with an intellectual disability may be required to travel with an Accompanying passenger.

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.

Upper torso restraints

What you need to know:

If you require an upper torso restraint for an adult or child, you must advise us at least 48 hours before your flight departs. If we receive less than 48 hours’ notice, we can’t guarantee that one will be available.
You can’t bring your own upper torso restraint – it must be supplied by Jetstar.
Upper torso restraints aren’t available for children on Jetstar Asia (3K) flights.

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 and from the US

From 13 May 2009, the US Department of transport's (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. 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 view an up to date consolidated version of 14 CFR 382 here.

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 Text Telephone (TTY),

(2) By telephone to the Aviation Consumer Protection Division at 202-366-2220 (voice) or 202-366-0511 Text Telephone (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 website.