Mission

Qantas is committed to the carriage of customers with specific needs in a safe, non-discriminatory manner with dignity, whilst ensuring the health and safety of Qantas staff.

Vision

Qantas is the airline of choice for customers with specific needs, providing a travel experience that is comfortable and hassle free, whilst ensuring the safety of Qantas staff and achieving the company's commercial objectives.

The following information may assist passengers travelling with, or requiring the assistance of, mobility aids.

Mobility Aids and Wheelchairs

The following information may assist passengers travelling with, or requiring the assistance of, mobility aids.

• You may surrender your mobility aid at check-in or at the departure gate where appropriate assistance will be provided to you.
• You may choose to have your mobility aid delivered to you at the gate lounge upon arrival or you may collect it from the baggage collection area.
• One (1) Mobility Aid per person will be carried free of charge generally, provided it is for your own use. If you have two or more Mobility Aids, generally you will be charged excess baggage for these additional Mobility Aids if your general baggage allowance is exceeded.
• When travelling on narrow-bodied aircraft, your mobility aid will need to meet the specified size dimensions when adjusted or broken down for that aircraft type.

Note: Whilst all reasonable care will be taken, you remain responsible for obtaining insurance in relation to the carriage of your mobility aid.

See our Mobility Aids and Wheelchairs page for more information about making a booking, mobility aid size restrictions, medical clearance and airport procedures.

Walking Canes, Crutches and Walking Frames

Walking canes and crutches may be carried in the aircraft cabin. You may use your cane or crutches to the departure gate and carry it on board the aircraft where it will be stowed in an overhead locker or alternative storage space.

If your walking frame is collapsible and cabin crew can stow it safely, your walking frame can be stowed in the aircraft cabin. For safety reasons, non-collapsible walking frames are not permitted in the aircraft cabin. You can surrender your walking frame at check-in. You will then be transferred to the departure gate in a Qantas wheelchair or people mover. Alternatively, you can use your frame to the departure gate where it can be surrendered for stowage in the aircraft hold.

Travelling with an Escort or Carer

In certain circumstances, Qantas requires an escort or carer to accompany customers who are unable to care for themselves during a flight. An escort or carer may be needed if:

• the passenger is unable to self-toilet,
• the passenger needs or wants to eat and drink during the course of the flight but is unable to do so without assistance,
• the passenger will require medication during the flight but is unable to administer it themselves, or
• the number of passengers in a group travelling with an escort or carer exceeds Qantas Group cabin crew limits.

The escort or carer must be self-reliant, and mentally and physically able to assist the passenger with the following if required:

• toilet and sanitary requirements both on the aircraft and on the ground,
• inflight and ground emergencies,
• carriage of carry on baggage and/or equipment,
• medicating and medical procedures,
• food and beverage consumption,
• immigration and customs procedures, and
• boarding and disembarkation.

For Qantas domestic travel within Australia and New Zealand customers who require a carer to travel are eligible for a reduced fare for both themselves and their carer, provided that:

• the carer holds a carer concession photographic identification card issued by the National Information Communication Awareness Network (Nican),
• the passenger holds a Centrelink pensioner concession card with blind entitlement, or
• the passenger holds a vision impaired persons permit.

Service Dogs

Service Dogs are specially trained to provide assistance to passengers with disabilities. Service Dogs can include Guide Dogs, Hearing Dogs, Mobility Assistance Dogs or any other assistance dog that assist a person with a disability.

All Service Dogs carried by Qantas in the aircraft cabin must be registered as a service animal.

Qantas allows Service Dogs to travel in the aircraft cabin on all domestic and single-sector international flights. From 1 March 2006, as a result of changes to UK quarantine regulations, Qantas also allows the carriage of Service Dogs to the United Kingdom, via Singapore or Hong Kong only.

See our Service Dogs page for more information about quarantine, fares for service dogs, making a booking and travelling to the United Kingdom.

Stretchers

Qantas can provide stretchers onboard most aircraft^{^}. You must request the service in advance and all charges (including the cost of ambulance transfers) are the responsibility of the passenger. You are responsible for arranging your ambulance transfers.

You will be carried or uplifted if you:

• Inform Qantas Special Handling at your local Qantas office of any piece of medical equipment that you require Qantas to provide for your travel a minimum of 5 days internationally and 3 days domestically before your intended travel.
• Supply all medical equipment that you require to travel safely (including, but not limited to, medical equipment and/or medication that is vital for your safe carriage, for example respiratory devices).
• Supply medical equipment that is compliant with Qantas aircraft, for example equipment with compatible voltage.

You must contact Qantas Special Handling at your local Qantas office for medical clearance and for approval of any equipment that you provide. If any of the above requirements (including stipulated time frames) have not been complied with by you, Qantas reserves the right to deny you uplift or carriage on the relevant flight until all Qantas policy requirements have been met. For example, by mistake you bring electrical equipment with the incorrect voltage.

All international stretcher passengers must be booked via a medical repatriation organisation, for example organisations used by medical and travel insurance companies. Qantas will not uplift stretcher passengers on international sectors where the travel has been booked by an individual, rather than by a professional organisation. Domestically, stretcher passengers will be evaluated by Qantas Special Handling on a case by case basis.

Qantas will not accept liability or responsibility for any costs associated with the denial of carriage, for example hotel or hospital costs. However, you and any accompanying passengers, will be able to use any unused portions of your ticket on a future date, subject to availability and only once all applicable policy requirements have been met.