Mobility assistance

For passengers who require mobility assistance or travelling with their own mobility equipment, we've outlined the details you will need for planning your journey.

On this page

Request mobility assistance

Whether you need help with managing longer distances in the terminal or you’re 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. This includes providing wheelchair assistance.

If you need mobility assistance, try to 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.

Select the option that suits your needs and follow the instructions: 

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 mobility limitations must allow sufficient time for check-in and boarding.

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 connection 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 seatswill 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