Deaf or Hearing Impaired Passengers
Qantas offers assistance for deaf or hearing impairedOpens in a new tab or window passengers both at the airport and in-flight. When travel includes other airlines, please refer to the operating carrier for their policy.
These requests are available on bookings made via your Technology Partner connected to the Qantas Distribution Platform and other technology systems.
Please refer to the relevant policy if travel includes travelling with a Service Dog.
If your customer wishes to contact Qantas directly, please see the details for the National Relay ServiceOpens in a new tab or window which is available 24hrs per day.
General Information
General Information
Airport and In-flight Assistance
To allow Qantas to communicate effectively with your customer, please include their communication preference such as lip reading, using a pen and paper, or to speak louder in their booking.
- Kerbside assistance can be provided at Australian domestic terminals, subject to the availability of staff. Your customer will need to be accompanied by someone who can advise staff assistance is required.
- Signage will be visible to indicate where Hearing Loops are available in the terminal and Qantas Lounges.
- At your customer’s request, airport staff can assist with flight connections and the transfer of baggage.
Customers are not required to notify Qantas if they are taking hearing aids, special headsets for use with the in-flight entertainment system, audio receivers, or other battery operated assistive listening devices that do not require aircraft power on-board. For more information on assistance available inflight, please refer to Inflight help for deaf or hearing impaired passengers.
Exit row seating is unable to be assigned unless your customer's hearing is corrected by use of a hearing aid/device in order to assist and respond to crew instructions in the event of an emergency.
If your customer would prefer their own headset, a two-pronged jack is required to connect to Qantas' AVOD in-flight entertainment system. A one-pronged jack is required to use the Qantas provided iPads on eligible flights.
Your Customer's Booking
Please refer to your Technology Partner for any additional information regarding deaf or hearing impaired passenger requests via the Qantas Distribution Platform.
Alternatively, please use the example entry formats below.
| Amadeus |
Entries | Example |
| Hearing Impaired Passenger |
SRDEAF-FREE FORMAT/P1 |
SRDEAF-UNACCOMPANIED/P1 SRDEAF-WITH ESCORT/P1 |
| Meet and Assist |
SRMAAS-FREE FORMAT/P1 |
SRMAAS-DEAF AND ELDERLY/P1 |
| SSR OTHS |
SR OTHS-FREE FORMAT/P1 |
SR OTHS-PASSENGER PREFERS LIP READING COMMUNICATION/P1 |
| Galileo |
Entries |
Example |
| Hearing Impaired Passenger |
SI.DEAF-FREE FORMAT/P1 |
SI.DEAF-UNACCOMPANIED/P1 SI.DEAF-WITH ESCORT/P1 |
| Meet and Assist |
SI.MAAS-FREE FORMAT/P1 |
SI.MAAS-DEAF AND ELDERLY/P1 |
| SSR OTHS |
SI.OTHS-FREE FORMAT |
SI.OTHS-PASSENGER PREFERS LIP READING COMMUNICATION/P1 |
| Sabre |
Entries |
Example |
| Hearing Impaired Passenger |
3DEAF/FREE FORMAT/P1 |
3DEAF/UNACCOMPANIED-1.1 3DEAF/WITH ESCORT-1.1 |
| Meet and Assist |
3MAAS/FREE FORMAT/P1 |
3MAAS/DEAF AND ELDERLY-1.1 |
| SSR OTHS |
3OTHS/FREE FORMAT |
3OTHS/PASSENGER PREFERS LIP READING COMMUNICATION-1.1 |
| Worldspan | Entries | Example |
| Hearing Impaired Passenger | 3SAN1.1DEAF-FREE FORMAT | 3SAN1.1DEAF-UNACCOMPANIED 3SAN1.1DEAF-WITH ESCORT |
| Meet and Assist | 3SAN1.1MAAS-FREE FORMAT | 3SAN1.1MAAS-DEAF AND ELDERLY |
| Travelsky | Entries | Example |
| Hearing Impaired Passenger | SSR DEAF CARRIER NN1/PASSENGER/SEGMENT | SSR DEAF QF NN1/P1/S3 |
| Meet and Assist | SSR MAAS CARRIER NN1/PASSENGER/SEGMENT | SSR MAAS QF NN1/P1/S3 |