Mobility Assistance
For passengers who require wheelchair assistance but are not travelling with their own mobility aid, you can submit a wheelchair assistance request.
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Passengers or carers with queries or feedback relating to specific needs, please contact us to provide further information.
If you’re a passenger or carer with questions relating to specific needs during your journey, call us on 13 13 13 within Australia, or contact your local Qantas office.
Your call will be directed to our Special Handling team who’re available 24 hours a day.
For passengers who require wheelchair assistance but are not travelling with their own mobility aid, you can submit a wheelchair assistance request.
Assistance for passengers travelling with a disability to and from the USA, regarding discrimination or our services provided.
The United States Department of Transportation's (US DoT) Final Ruling on Non-Discrimination on the Basis of Disability in Air Travel (Final Ruling) applies to Qantas flights operating to and from the United States of America.
Certain provisions of 14 CFR Part 382 are applicable to foreign carriers operating flights to and from the United States. You can view an up to date consolidated version of 14 CFR 382 If you would like a copy of Part 382 in accessible format, you can obtain one from the US DoT by contacting the US DoT by any of the means listed below.
If a passenger has a complaint or concern regarding discrimination, accommodations or services provided by Qantas in respect of a passenger with a disability and the cabin crew or airport ground staff member is unable to immediately resolve that issue to the passenger's satisfaction or provide the requested accommodation, the passenger can ask that staff member to contact a Complaints Resolution Official (CRO) to assist to resolve the complaint or concern.
All Qantas CRO's have received disability awareness training, and training in the requirements of the Final Ruling and are ready to assist passengers with any issues or concerns that may arise in relation to their travel experience to and from the United States. Qantas CRO's are available in Sydney, Melbourne, Brisbane, Honolulu, Los Angeles, Dallas/Fort Worth, New York and San Francisco. Where the passenger is unable to resolve the complaint to their satisfaction, the passenger may refer their complaint or concern to the US DoT in writing, no later than six months after the date of the incident, by mail or online using the relevant details below.
Phone
Toll-Free Hotline from within the USA, for Air Travelers with Disabilities
1-800-778-4838 (voice) or
1-800-455-9880 (TTY)
Phone
Aviation Consumer Protection Division
(+1) 202-366-2220 (voice) or
(+1) 202-366-0511 (TTY)
Mail
Aviation Consumer Protection Division, C-75
U.S. Department of Transportation
1200 New Jersey Ave, SE, West Building, Room W96-432
Washington, DC 20590.
It's our aim to help you travel around Australia and across the world with ease. Our Disability Access Facilitation Plan contains all the special assistance information you'll need for when you travel with us, so you can get to the airport relaxed and ready to fly.
Access the Qantas Disability Access Facilitation Plan (PDF).
Where you’re travelling internationally, our liability for damage to checked baggage is limited by the Convention except where you prove that the damage resulted from an act or a failure to act either done with the intention to cause damage or recklessly and with knowledge that damage would probably result.
Our liability for loss of, damage to, or delay in the carriage of your baggage is limited by the applicable Convention as follows:
However, if the law which applies provides for different limits of liability, those different limits will apply.
You're encouraged to lodge a report of any damage to your baggage at baggage services or to a local Qantas representative before you leave the airport. If you're unable to make a report before you leave the airport, please make your claim within the time limits set out below and email Qantas baggage claims with the following information:
Note:
Any claim for loss, damage or delay of baggage must be reported in writing to Qantas within the following timeframes:
Amounts quoted in Australian Dollars (A$) correct as at 2 July 2017.
If you have a complaint or are dissatisfied with the service provided, please get in contact with us.
Mail
Qantas Customer Care
Qantas Airways Limited
10 Bourke Road, Mascot NSW 2020.
Phone Customer Care
1300 659 161 within Australia, or
+61 2 8222 2532 outside Australia
24 hours a day, 7 days per week.
National Relay Service
For TTY users:
133 755 within Australia
+61 7 3815 7799 outside Australia, then ask for Qantas Customer Care on 1300 659 161, 24 hours a day, 7 days per week, or +61 2 9691 3399 outside Australia.
For Speak and listen (speech-to-speech relay) users:
1300 555 727 within Australia
+61 7 3815 8000 outside Australia, then ask for Qantas Customer Care on 1300 659 161, 24 hours a day, 7 days per week, or +61 2 9691 3399 outside Australia.