Assistance with Boarding, Disembarkation and Transfers

Boarding and Disembarkation

Passengers with specific needs will generally board before other passengers and disembark last after other passengers.

To ensure that we have sufficient time to assist you to board the aircraft, you must complete all security and immigration formalities (if applicable) and be at the departure gate:

  • 40 minutes before departure at domestic terminals; or
  • 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).

If you are not at the departure gate at these designated times, it may not be possible to carry you on your booked flight and you may need to be re-booked onto the next available service.

Qantas staff will provide assistance to passengers with mobility limitations, where required, including transferring passengers to and from their mobility aids and the aircraft seat.


If you have purchased a ticket that includes travel on another airline, be aware that not all airlines offer the same specific assistance as Qantas. If your ticket involves travel on another airline, you will need to discuss your specific assistance requirements both with the other airline and with Qantas You can contact Qantas by telephoning 13 13 13 within Australia or contact your local office. Please call as soon as possible to avoid inconvenience.

If your travel includes a transit, please ensure that you allow sufficient time between flights to facilitate the transfer of your mobility aid.