Contact us about specific needs

Customers or carers with specific needs requirements can contact us for assistance.

On this page

Request wheelchair and mobility assistance

Request wheelchair assistance Airport staff pushing wheelchair through airport

Wheelchairs and mobility assistance

Let us know if you require wheelchair assistance or if you're travelling with your own mobility aid.

Specific needs assistance line

If you’re a Qantas customer or carer needing assistance in relation to a disability or medical requirement, call us on:

  • 1800 177 474 within Australia, or 
  • +61 2 9067 7701 from outside Australia

Alternatively, you can contact your local Qantas office.

If you are deaf and/or find it hard hearing or speaking with people who use a phone, please contact Qantas via the National Relay ServiceOpens external site (NRS), 24 hours a day, 7 days a week.

  • TTY users phone 133 677 (or +61 3 4313 7692 if calling from outside Australia) then ask for +61 2 9067 7701.
  • Voice Relay (formerly Speak and Listen) users phone 1300 555 727 (or + 61 3 4313 7690 if calling from outside Australia) then ask for +61 2 9067 7701

You must be registeredOpens external site in a new window with the National Relay Service to access their service.

 

Feedback

If you have a complaint or are dissatisfied with the service provided, please get in contact with us.

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Phone Customer Care
1300 659 161 within Australia, or
+61 2 9067 1620 outside Australia
9am to 5pm AEST, 7 days per week.

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National Relay Service
For TTY users:
133 677 (or +61 3 4313 7692 if calling from outside Australia) then ask for Qantas Customer Care on 1300 659 161 (or +61 2 9067 1620 if calling from outside Australia).

For Voice Relay (formerly Speak and Listen) users:
Phone 1300 555 727 (or +61 3 4313 7690 if calling from outside Australia) then ask for Qantas Customer Care on 1300 659 161 (or +61 2 9067 1620 if calling outside Australia).

Damaged mobility equipment

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

 

Travelling to and from the USA

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

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Phone
Toll-Free Hotline from within the USA, for Air Travelers with Disabilities
1-800-778-4838 (voice) or
1-800-455-9880 (TTY)

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Phone
Aviation Consumer Protection Division
(+1) 202-366-2220 (voice) or
(+1) 202-366-0511 (TTY)

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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.

Qantas Disability Access Facilitation Plan

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).