Mobility Assistance
For passengers who require wheelchair assistance, find out how you can submit a request both online and by phone.
Contact us about specific needs
Passengers or carers with queries or feedback relating to specific needs, please contact us to provide further information.
On this page
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.
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.
US DoT 14 CFR Part 382 Final Ruling - Non Discrimination on the Basis of Disability in Air Travel
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 382Opens external site in a new window 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.
Complaints Resolution Official (CRO)
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.
Contact details for the US DoT
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).
Qantas understands the importance of protecting your mobility equipment throughout your journey with us and we do our best to ensure your equipment arrives safely. In the event that damage occurs to your mobility equipment, you should follow the procedures for damaged checked baggage in order to lodge a report, preferably before you leave the airport.
If you are unable to make a report before you leave the airport, complete the online Customer Care form within the time limits and ensure that you retain the following information in order to process your claim.
- baggage tags, which should remain on the damaged equipment where possible; and
- baggage receipts that are provided upon check-in, where possible; and
- photo evidence of your damaged mobility equipment.
Qantas' liability is limited in accordance with the relevant laws and international conventions governing air travel and as set out in our Conditions of Carriage.
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.