Passengers Who Are Deaf Or Hearing Impaired

Making a Booking

If you require assistance during your travel with us, let us know the level of assistance you require at the time of booking. If you book at qantas.com, contact your local Qantas office immediately after you have made your booking to advise any specific requirements.

  • You are not required to travel with a carer unless you have specific requirements. If you do need to travel with a carer, you may be eligible for discounted airfares. Read Travel with an Escort or Carer for more information regarding when a carer is required and eligibility for discounted fares.
  • If you would like to travel with your accredited Service Dog contact your local Qantas office.
  • Customers who are deaf or who have a hearing or speech impairment can call Qantas for information and reservations via the National Relay Service, 24 hours a day, 7 days a week.
- TTY users phone 133 677 (or +61 7 3815 7799 if calling from outside Australia) then ask for
13 13 13.
- Speak and listen (speech-to-speech relay) users phone 1300 555 727 (or + 61 7 3815 8000 if calling from outside Australia) then ask for 13 13 13.
- Internet relay users connect to the NRS (see relayservice.com.au for details) then ask for 13 13 13.

  • You are not required to notify Qantas if you wish to bring onboard hearing aids, special headsets for use with our in-flight entertainment system, audio receivers or other battery operated assistive listening devices that do not require aircraft power.
  • If you plan to bring onboard a transmitting device or assistive listening device that requires aircraft power, advise us at the time of booking so we can check that it is compliant with our safety requirements.
  • A Meet and Assist Service can be provided if you need assistance within the airport. Advise us of this requirement at the time of booking.

At the Airport

  • At all Qantas terminals within Australia, we may provide kerbside assistance subject to the availability of staff. Upon arrival at the airport, you must be accompanied by someone who can advise Qantas staff that you require assistance kerbside.
  • Due to aviation safety regulations you will not be allocated an exit row seat if you are deaf or hearing impaired.
  • A Meet and Assist Service can be provided if you need assistance to and from the aircraft gate. You must request this at the time of booking.
  • Advise us, for example, whether you lip read or would like staff to use a pen and paper or to speak louder, as we would like to provide you with the best service possible.
  • We provide hearing loops in some airport terminals and airport lounges. Signage will be visible to indicate where this is available.
  • We provide captioning on some television programs in some airport terminals and some airport lounges.

On the Aircraft

  • You will board first and be provided with an individual safety briefing.
  • Text messaging capability will be available in-flight on some aircraft types to assist deaf or hearing impaired customers with some in-flight announcements. The messages display the International Symbol for Deafness in the right hand corner of the screen.
  • Where text messaging services are not available, a Flight Attendant will provide individual updates to you during the flight when announcements are made.
  • Our standard inflight headsets are compatible with the t-switch found on most hearing aids. Activate your t-switch to obtain the benefits of this technology.
  • We provide captioning on some of our inflight entertainment programs and movies.
  • Qantas offers three subtitled or captioned English language, English movies on all Qantas services that have Audio Visual On Demand (AVOD) in-flight entertainment systems. This is in addition to a number of foreign language films with English subtitles available on aircraft that are equipped with AVOD.

On Arrival

At your request, we can assist you with flight connections and the transfer of your baggage.

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