Hidden disability (also known as non-visible disability or invisible disability) can include any disability that is not immediately obvious or apparent to others. Hidden disabilities may be associated with a wide range of conditions that affect how a person experiences day-to-day life and the world around them, such as autism spectrum disorder, intellectual and cognitive disability such as dementia, hard of hearing and/or low vision, or chronic health conditions.
If you have hidden disability, we’d like to help make your trip with Jetstar as smooth as possible.
If you’d like us to know that you, or someone you’re travelling with, has hidden disability, you can:
- wear a Sunflower lanyard or similar item (more information below); or
- share this information when you book your trip (which will enable us to add a DPNA Special Service Request code to your booking); or
- let us know by calling the contact centre before you fly or telling our airport staff on the day; or
- a combination of the above.
Hidden Disabilities Sunflower program
We've become a member of the internationally recognised Hidden Disabilities Sunflower program. and joined a network of airports, retail stores, tourism and transport providers that have trained their staff to recognise Sunflower items and support those wearing them.*
By choosing to wear a Hidden Disabilities Sunflower item (eg lanyard, badge or wristband) customers with hidden disability can discreetly signal to our staff at the airport and on board that they may need assistance including:
- clearer instructions, written or verbal; or
- more information on what to expect at the airport and during the flight; or
- more time when speaking with Jetstar staff and at check-in, during boarding and when disembarking.
Please be aware that wearing a Sunflower item does not mean you’ll receive personal escort through the airport and that all passengers need to meet our Independent Traveller Requirements, including those with hidden disability.
In addition to sharing that you have hidden disability (if you have chosen to do so), you’ll also need to let us know if you require wheelchair or mobility assistance, vision or hearing loss assistance, or if you are travelling with oxygen, an assistive device or a service dog.
* Currently only Jetstar Airways (JQ) staff are trained to recognise the Hidden Disabilities Sunflower program and Sunflower products. Jetstar Asia (3K) and Jetstar Japan (GK) are not yet part of the program (watch this space).
What if my trip includes connecting flights on Jetstar Asia (3K) or Jetstar Japan (GK)?
As mentioned above, only Jetstar Airways (JQ) staff are trained to recognise the Hidden Disabilities Sunflower program and assist passengers with hidden disability at this stage. If your itinerary includes a connecting flight with Jetstar Asia (3K) or Jetstar Japan (GK), staff may not be aware of your hidden disability or the Hidden Disabilities Sunflower program.
Where can I get a Sunflower lanyard?
Wearing a Sunflower item is voluntary. If you, or a support person travelling with you, would like to make us aware that you might need extra assistance or time, a Sunflower item makes it easy.
Sunflower lanyards are available free of charge at several airports in the Jetstar Airways (JQ) network. In Australia, Melbourne, Sydney, Brisbane, Adelaide, Perth, Cairns, Hobart and Gold Coast Airports are part of the Sunflower Program. In New Zealand, you can get them at Auckland, Christchurch, Queenstown and Wellington airports.
- In-flight health
- Level of wheelchair assistance required
- Specific assistance checking in and boarding
- Jetstar Asia wheelchair fee
- Limits on assistance and mobility aids
- Travelling with assistive devices
- Mobility assistance and torso restraints
- Travelling with a service dog
- Specific assistance