Deaf or Hearing Impaired Passengers

Qantas offers assistance for deaf or hearing impaired passengers both at the airport and in-flight. When travel includes other airlines, please refer to the operating carrier for their policy.

Please refer to the relevant policy if travel includes Travelling with a Carer or Service Dog.

If your customer wishes to contact Qantas directly, please see the details for the National Relay Service which is available 24hrs per day.

General Information

General Information

Airport and In-flight Assistance
To allow Qantas to communicate effectively with your customer, please include their communication preference such as lip reading, using a pen and paper, or to speak louder in their booking.

At the Airport

  • Kerbside assistance can be provided at Domestic terminals, subject to the availability of staff. Your customer will need to be accompanied by someone who can advise staff assistance is required.
  • Signage will be visible to indicate where Hearing Loops are available in the terminal and Qantas Lounges.
  • At your customer’s request, airport staff can assist with flight connections and the transfer of baggage.

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In-flight

Customers are not required to notify Qantas if they are taking hearing aids, special headsets for use with the in-flight entertainment system, audio receivers, or other battery operated assistive listening devices that do not require aircraft power on-board.

If your customer will be bringing on board a transmitting device or assistive listening device which requires aircraft power, please contact the Qantas Special Handling team to confirm this is compliant with safety requirements.

Boarding
If your customer’s hearing is not corrected by use of a hearing aid/device, they will be boarded first and provided with an individual safety briefing.

Bluetooth Hearing Aids/Devices
Hearing aids/devices which use Bluetooth can be used at all times on A330, A380, B737 and QantasLink aircrafts.

Seating
Exit row seating is unable to be assigned unless your customer's hearing is corrected by use of a hearing aid/device in order to assist and respond to crew instructions in the event of an emergency.  However, when travelling on a B747 aircraft,  hearing aids/devices using Bluetooth must be switched off during taxi, take-off, and landing and thus exit row seating is unable to be assigned.

Announcements and Entertainment
When in-flight announcements are made, Cabin Crew will do their best to provide relevant individual updates (where operationally possible) using your customer’s preferred communication method.

Captioning is provided on some in-flight entertainment programmes and movies.

If your customer would prefer their own headset, a two-pronged jack is required to connect to Qantas' AVOD in-flight entertainment system. A one-pronged jack is required to use the Qantas provided iPads on eligible flights. 

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Your Customer's Booking

GDS Entries Amadeus

Amadeus
Entries Example
Hearing Impaired Passenger
SRDEAF-FREE FORMAT/P1
SRDEAF-UNACCOMPANIED/P1
SRDEAF-WITH ESCORT/P1
Meet and Assist
SRMAAS-FREE FORMAT/P1
SRMAAS-DEAF AND ELDERLY/P1
SSR OTHS
SR OTHS-FREE FORMAT/P1
SR OTHS-PASSENGER PREFERS LIP READING COMMUNICATION/P1

GDS Entries Galileo

Galileo 
Entries
Example
Hearing Impaired Passenger
SI.DEAF-FREE FORMAT/P1
SI.DEAF-UNACCOMPANIED/P1
SI.DEAF-WITH ESCORT/P1
Meet and Assist
SI.MAAS-FREE FORMAT/P1
SI.MAAS-DEAF AND ELDERLY/P1
SSR OTHS
SI.OTHS-FREE FORMAT
SI.OTHS-PASSENGER PREFERS LIP READING COMMUNICATION/P1

GDS Entries Sabre

Sabre
Entries
Example
Hearing Impaired Passenger
3DEAF/FREE FORMAT/P1
3DEAF/UNACCOMPANIED-1.1
3DEAF/WITH ESCORT-1.1
Meet and Assist
3MAAS/FREE FORMAT/P1
3MAAS/DEAF AND ELDERLY-1.1
SSR OTHS
3OTHS/FREE FORMAT
3OTHS/PASSENGER PREFERS LIP READING COMMUNICATION-1.1