Mobility assistance

For passengers who require wheelchair assistance or are travelling with their own mobility aid, we've outlined the details you will need to plan for your journey.

On this page

Request wheelchair assistance

    If you need wheelchair assistance or are travelling with your own mobility aid, we can provide assistance with getting to the gate, boarding and disembarking the aircraft or getting to your seat. 

    Request Qantas wheelchair assistance or let us know you’re travelling with your own mobility aid below. We recommend you let us know at least 48 hours before you travel. You may experience delays in the provision of assistance if you have not made the request in advance.

    Refer to the Mobility Assistance FAQs for more information.

    Unable to request wheelchair assistance online

    If you cannot request wheelchair assistance online contact us for assistance with your specific needs. You will need to let us know the type of assistance you require and if you are bringing your own mobility aid. 

Mobility Aid maximum dimensions and carriage requirements

    There are size restrictions and requirements for the carriage of mobility aids, depending on the aircraft type operating. We recommend you check the maximum dimensions against your own wheelchair dimensions prior to travel.

    Powered wheelchairs/ mobility aids

    In accordance with manufacturer's recommendations and to reduce any risk of damage to your mobility aid, all electric wheelchairs, including power assist wheelchairs, must travel in the upright position (folded or unfolded) in the free wheel mode. To facilitate this requirement, check the maximum dimensions to ensure we can accept your mobility aid/s on our aircraft. 

    Manual wheelchairs/ mobility aids

    All manual wheelchairs must fit within the maximum dimensions in the upright position (folded or unfolded). If the wheelchair fits within the maximum dimensions but not in the upright position, the wheelchair can only be carried if it weighs less than 32 kgs and the manufacturer has confirmed that the wheelchair can be stored and transported on its side. Otherwise, the wheelchair must fit within the maximum dimensions in the upright position to be carried. 

    Maximum dimensions (in adjusted state)

    Maximum dimensions for wheelchair by aircraft type

    Maximum size restrictions for wheelchairs by aircraft type
    Aircraft type Width Height Length
    Wide bodied aircraft
    Airbus 330, A380 and Boeing 787 150cm
    160cm
    150cm
    Narrow bodied
    Boeing 737 100cm
    84cm
    125cm
    Airbus 319 130cm
    110cm
    130cm
    Airbus 320 130cm
    110cm
    130cm
    Airbus 220 79cm
    79cm
    113cm
    Embraer 190* 100cm 84cm 125cm
    Bombardier Dash 8 85cm
    130cm
    115cm
    Boeing 717 129cm
    69cm
    100cm
    Fokker 100 (Network Aviation) 125cm
    63cm
    125cm
    Fokker 100 (Alliance)* 100cm 65cm 125cm

    *Mobility Aid Maximum weight limit for Mobility Aids for Alliance Aircraft E-190 and F100 is 120kg.

    If you are booked to travel on a flight operated by a narrow-bodied aircraft and your mobility aid does not fit within the allowable dimensions (after being adjusted or disassembled), our sales consultants will offer you, where possible, an alternate flight that is operated by a larger, wide-bodied aircraft.

    Alternatively, you may wish to travel with an alternative mobility aid, such as a manual wheelchair, that fits within the dimensions of a narrow-bodied aircraft.

    If you are concerned about the maximum dimensions and carriage requirements for your mobility aid, contact us to discuss alternatives.

At the airport

 

At all our terminals within Australia, we may provide kerbside mobility aid assistance, subject to the availability of wheelchairs and staff. Due to occupational health and safety regulations, we are unable to provide passenger transfer assistance to and from vehicles. On arrival at the airport, the passenger must be accompanied by someone who can advise our staff that a wheelchair is required kerbside.

Our wheelchairs are not permitted in airport carparks.

In order to provide appropriate levels of assistance, passengers with reduced mobility must allow sufficient time for check-in and boarding. The requirements are detailed below.

If you are travelling with your own mobility aid and it needs to be adjusted or collapsed down, you're responsible for assembling and disassembling your mobility aid. Where assistance is required, airport ground staff will ask you to explain, instruct and supervise the assembling, or disassembling of your mobility aid(s). This may include disconnection and reconnection of the battery in accordance with dangerous goods requirements.

Check-in

 

For departures within Australia, passengers who require mobility aid assistance are required to be at the airport:

  • 60 minutes before departure at domestic terminals
  • at least 2 hours before departure at international terminals (irrespective of whether the travel to be undertaken is a domestic or international sector of an international flight).

For departures from overseas airports, check with the local Qantas office and allow an extra 30 minutes in addition to the normal check-in time.

Passengers travelling with their own mobility aid may surrender their aid at check-in or at the departure gate. If you choose to surrender your mobility aid at check-in, you'll be transferred to one of our wheelchairs and assisted to the departure gate by a staff member.

Boarding

 

If you are travelling with your own mobility aid and choose to surrender your aid at the departure gate, you must check-in, have completed all security and immigration formalities (if applicable) and be at the departure gate:

  • 40 minutes before departure at domestic terminals
  • 60 minutes before departure at international terminals (irrespective of whether the travel to be undertaken is a domestic or international sector of an international flight).

This is necessary to ensure we have sufficient time to assist you to board the aircraft and to load your mobility aid into the aircraft hold.

If you're not at the departure gate at these designated times, it may not be possible to carry you on your booked flight. As a result, you may need to be re-booked onto the next service, where possible.

For travel within Australia, your transfer to and from one of our wheelchairs or aircraft seats will be made via our approved passenger lifting devices. These include a sling, slide board, jony belt and eagle lifter and may vary by airport.

In some airports where aerobridges are unavailable for boarding, we'll use high lift vehicles for those who use mobility aids.

Arrival

 

Where possible, you may choose to have your mobility aid delivered to you at the gate lounge upon arrival or you may collect it from the baggage collection area.

Mobility Assistance FAQs