Mobility Assistance

The following information may assist passengers requiring mobility assistance including passengers travelling with Mobility Aids, Wheelchairs and other Assistive Devices.

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.

Mobility Aids and Wheelchairs

  • On the Airbus 380 one personal manual collapsible wheelchair (in total, not per passenger) can be stowed in a dedicated stowage position in the aircraft cabin. This can be requested at the airport during check-in and is provided on a first come first serve basis. The aid must fit within the dimensions 33cm x 91cm x 106cm in its collapsed state and weigh no more than 30.9kg. If the stowage position has already been occupied, all other passenger mobility aids will be stowed in the hold.
  • On all other aircraft types, passengers may not take their own mobility aids into the aircraft cabin.
  • 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.
  • 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.

Making a Booking

To ensure a consistent service is provided, you should make us aware of what level of assistance you require from us at the time of booking.

To allow us to best manage your travel requirements, it is important that you provide us with as much information as possible at the time of booking. Key information we will need to know includes:

  • the type of mobility aid you are travelling with (electric or non-electric),
  • if the mobility aid is electric, what type of battery is used (gel cell (dry), wet non-spillable or wet spillable battery),
  • whether the mobility aid is collapsible,
  • the dimensions (in adjusted or disassembled state) and the weight of the mobility aid,
    whether any medical assistance will be required, and
  • whether any medical assistance will be required, and
  • whether you are travelling alone or with an escort or carer.

If your travel includes a transit, we may request for your transit time to be extended in order to facilitate the transfer of your mobility aid.

If you book via the Internet, contact your local Qantas office immediately after you have purchased your ticket to confirm your specific arrangements. If you are booking by telephone, please discuss your needs with your Sales Consultant.

A Customer Checklist has been designed to act as a summary for you, when you travel with your Mobility Aid. It is not mandatory for you to complete. However, we recommend it as a useful summary of information that you need to know before making your booking and/or that you may be asked on the day of travel. The Customer Checklist could be kept with your other travel documents, for example your passport, so it is readily available if required for reference throughout your journey.

Download the Customer Checklist.*

Visit our Dangerous Goods page for important information on travelling with a mobility device.

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Mobility Aid Size Restrictions

In accordance with manufacturer recommendations and to reduce any risk of damage to your mobility aid, all electric wheelchairs, including power assist wheelchairs, must travel in the upright position (folded or unfolded) in the free wheel mode. To facilitate this requirement, size restrictions (set out in the table below) apply to the acceptance of mobility aids on narrow-bodied aircraft.

All manual wheelchairs must fit within the size restrictions in the upright position (folded or unfolded). If the wheelchair fits within the size restrictions but not in the upright position, the wheelchair can only be carried if it weighs less than 32 kgs and the manufacturer has confirmed that the wheelchair can be stored and transported on its side. Otherwise, the wheelchair must fit within the size restrictions in the upright position to be carried.

 

Aircraft Type  Maximum Dimensions (in adjusted state)   
  Width  Height  Length 
Boeing 737  100cm  84cm  125cm 
Bombardier Dash 8  85cm  130cm  115cm 
Boeing 717  129cm  69cm  100cm 
Fokker 100 125cm 75cm 125cm

If your mobility aid does not fit within these allowable dimensions (after being adjusted or disassembled), our Sales Consultants will offer you, where possible, an alternate flight that is operated by a larger, wide-bodied aircraft such as a Boeing 767, Boeing 747 or Airbus 330. Alternatively, you may wish to travel with an alternative mobility aid, such as a manual wheelchair, that fits within the dimensions of a narrow-bodied aircraft.

Mobility Equipment Allowance

Your Mobility Equipment includes both Mobility Aids and Assistive Devices. Mobility Aids include (but are not limited to) items such as wheelchairs (day or sports), electric wheelchairs and electric scooters. Additionally, Assistive Devices include (but are not limited to) items such as walking frames, hoists, inflatable pressure cushions, shower chairs and commodes.

Please note that:

  • two (2) pieces of Mobility Equipment per person will be carried free of charge as checked baggage in addition to your other checked baggage.
  • each piece must not exceed 32kg, except Mobility Equipment which can travel in the upright position in the free wheel mode.
  • items above 32kg which cannot travel in the upright position in free wheel mode must be carried as freight at standard freight rates.
  • the equipment must be for your own use and adhere to the dimensions set out above; and
  • if you wish to check in more than two pieces of Mobility Equipment, the additional pieces will form part of your checked baggage allowance and excess charges will apply if your applicable allowance is exceeded
  • US Flights only: there is no limit on the number of pieces of Mobility Equipment allowed to be carried for customers with a disability and it does not count toward the carry-on or checked baggage allowances.

Medical Clearance

Generally, passengers who have mobility limitations will not require medical clearance to fly. However, there are times when precautions should be taken and it is advisable at all times to consult with your medical practitioner in relation to flying with your particular disability.

If you have a mobility limitation, you only require medical clearance when:

  • your disability is new (ie. has occurred within six weeks of travel) or is unstable (ie. has changed within six weeks of travel),
  • your condition may deteriorate during the flight, or
  • your condition may deteriorate due to a decrease in oxygen levels in the aircraft cabin environment or a decrease in cabin pressure.

Although acceptance of customers who have mobility limitations for travel does not generally require Qantas Medical Clearance, in cases where Qantas cannot meet a customers' specific medical needs, Qantas reserves its rights to deny travel.

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At the Airport

A Passenger Assistance Brochure is available that explains the transfer process when you travel within Australia. These leaflets are available at the check-in counters at all airports within Australia or you can download and print a copy.*

At all Qantas terminals within Australia, Qantas may provide kerbside mobility aid assistance, subject to the availability of wheelchairs and staff. Due to Occupational Health & Safety regulations, however, Qantas staff are unable to provide passenger transfer assistance to and from vehicles. Upon arrival at the airport, the passenger must be accompanied by someone who can advise Qantas staff that a wheelchair is required kerbside.

Qantas wheelchairs are not permitted in the airport carparks.

To allow Qantas to provide appropriate levels of assistance, passengers with mobility limitations must allow sufficient time for check-in and boarding.

If your Mobility Aid needs to be adjusted or broken down, you are responsible for assembling and disassembling your Mobility Aid where you are able to do so. Where assistance is required, Airport Ground staff will ask you to explain, instruct and supervise the assembling, or disassembling of your Mobility Aid(s). This may include disconnection and connection of the battery.

Check-in

For departures within Australia, passengers who require mobility aid assistance are required to be at the airport:

  • 60 minutes before departure at domestic terminals, or
  • at least 2 hours before departure at international terminals (irrespective of whether the travel to be undertaken is a domestic or international sector of an international flight).

For departures from overseas ports, check with the local Qantas office and allow an extra 30 minutes in addition to the normal check-in time.

Passengers may surrender their mobility aid at check-in or at the departure gate. If you choose to surrender your mobility aid at check-in, you will be transferred to a Qantas wheelchair and assisted to the departure gate by a Qantas staff member.

Boarding

If you choose to surrender your mobility aid at the departure gate, you must check-in, have completed all security and immigration formalities (if applicable) and be at the departure gate:

  • 40 minutes before departure at domestic terminals, or
  • 60 minutes before departure at international terminals (irrespective of whether the travel to be undertaken is a domestic or international sector of an international flight).

This is necessary to ensure we have sufficient time to assist you to board the aircraft and to load your mobility aid into the aircraft hold.

If you are not at the departure gate at these designated times, it may not be possible to carry you on your booked flight. As a result, you may need to be re-booked onto the next service, where possible.

For travel within Australia, your transfer to and from a Qantas wheelchair or aircraft seat will be made via Qantas approved Passenger Lifting Devices. These include the use of a sling, slide board, jony belt, Eagle Lifter and may vary by port.

In some ports where aerobridges are unavailable for boarding, Qantas will use high lift vehicles for people who use mobility aids.

On the Aircraft

Qantas staff will provide assistance to passengers with mobility limitations, where required, including transferring passengers to and from their mobility aids and the aircraft seat.

Onboard wheelchairs are available on Qantas aircraft (with the exception of the Boeing 717, Bombadier Dash 8-Q300 and Bombadier Dash 8- Q400). These allow passengers to be escorted to and from the aircraft toilets. Qantas' wide-bodied aircraft and some narrow-bodied aircraft have toilet facilities for customers with disabilities. Where you are not travelling with an escort or carer, cabin crew can assist you to and from the door of the aircraft toilet.

Seats in emergency exit rows and seats on the upper deck of the Boeing 747 are not available to passengers who have mobility limitations.

A customer requiring the use of an inflatable pressure cushion while in an aircraft seat may use the cushion during non-critical phases of a flight. It is the responsibility of the customer or their assistant/carer to inflate and deflate the cushion and to place the cushion correctly on the seat.

* To view the documents you will need Adobe Acrobat Reader. You can download this software for free from Adobe.

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