How to Request Specific Assistance

Booking Flights

There are three methods of booking a flight with Qantas for passengers who require specific assistance, booking via:

  1. the internet at qantas.com;
  2. telephone on 13 13 13; or
  3. a travel agent.

Qantas' preferred booking method is via qantas.com

If you book by telephone (instead of booking via the internet) and you advise the Qantas representative that you cannot book via the internet because of your disability, you will not be charged the Booking Fee for booking by telephone.

Requesting specific assistance

Once you have booked your flight online, you or your travel agent will need to telephone us to arrange any of the types of specific assistance listed on this page. You can contact Qantas on 131313 in Australia or your local Qantas office to request most types of specific assistance, or use our online form.

If you wish to book oxygen or a stretcher, please make sure you read the relevant information on this page and contact Special Handling prior to your travel.

You can contact our Special Handling team using the following methods:

Phone: +61 2 8222 2651
Fax: +61 2 9490 1830
Or Email

We recommend that you give us as much information about your specific needs as possible at the time of booking and at other times during your interaction with Qantas. Qantas recommends, but does not require, that you provide this information by using Qantas 'Let Us Assist You' Brochure.

Level of assistance needed

Please let us know what level of assistance you require, and whether you are travelling alone or with a carer, and whether any medical assistance will be required.

It is helpful to identify the level of assistance you need by reference to the following recognised IATA codes:

WCHR - wheelchair ramp:

  • you need assistance due to the distance to/from the aircraft eg between check-in and boarding
  • you are able to ascend/descend steps unassisted
  • you can make your own way within the aircraft cabin to/from your seat

WCHS - wheelchair step:

  • you need assistance due to the distance to/from the aircraft eg between check-in and boarding
  • you cannot ascend/descend steps unassisted.
  • can make your own way within the aircraft cabin to/from your seat

WCHC - wheelchair cabin:

  • you need assistance due to the distance to/from the aircraft eg between check-in and boarding
  • you cannot ascend/descend steps unassisted.
  • you are immobile within the aircraft cabin and may require assistance with transfer into/out of the aircraft seat.
  • you travel with a mobility aid such as a manual or battery powered wheelchair

About your mobility aid

If you are travelling with a mobility aid, please tell us:

  • the type of mobility aid you are travelling with (manual or battery powered);
  • if the mobility aid is battery powered, what type of battery is used non spillable (sealed lead acid, dry cell, gell cell), spillable or lithium ion battery) ;
  • whether the mobility aid is collapsible;
  • the dimensions (in adjusted or disassembled state) and the weight of the mobility aid.

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.

Let us Assist You

The more information we have in relation to your specific needs, the better we will be able to address them during your flight. The 'Let us Assist You' brochure provides a summary of useful information for you, as well as information that you are likely to be asked at booking and/or on the day of travel. This information will assist Qantas in relation to helping with assembling and disassembling wheelchairs and with transfers in the airport and during the flight.