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)
| 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
Yes, we strongly recommend you request Qantas wheelchair assistance or let us know you’re travelling with your own mobility aid 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.
To avoid disappointment, we strongly recommend that wheelchair assistance is requested prior to travel. This allows us to make the necessary arrangements to best assist you. Requesting wheelchair assistance at the airport is subject to availability of equipment and staff.
| Wheelchair airport IATA code | Type of assistance |
|---|---|
| WCHR - wheelchair ramp |
|
| WCHS - wheelchair step |
|
| WCHC - wheelchair cabin |
|
If you are travelling with a battery powered mobility aid, you're required to obtain dangerous goods approval for it.
Your mobility equipment includes both mobility aids and assistive devices. Mobility aids include (but are not limited to) items such as wheelchairs (day or sports), electric wheelchairs and electric scooters.
Additionally, assistive devices include (but are not limited to) items such as walking frames, hoists, inflatable pressure cushions, shower chairs and commodes.
Please note that:
- Two (2) pieces of mobility equipment per person will be carried free of charge as checked baggage in addition to your other checked baggage.
- Each piece must not exceed 32kg, except mobility equipment which can travel in the upright position in the free wheel mode.
- Items above 32kg which cannot travel in the upright position in free wheel mode must be carried as freight at standard freight rates.
- The equipment must be for your own use and adhere to the dimensions set out above.
- If you wish to check in more than two pieces of mobility equipment, the additional pieces will form part of your checked baggage allowance and excess charges will apply if your applicable allowance is exceeded.
US flights only: there is no limit on the number of pieces of mobility equipment allowed to be carried for customers with a disability and it does not count toward the carry-on or checked baggage allowances.
For passengers travelling internationally on Airbus 380 and Boeing 787 flights, one personal manual collapsible wheelchair (in total, not per passenger) can be stowed in a dedicated stowage position in the aircraft cabin. This can be requested at the airport during check-in and is provided on a first come first serve basis.
To be stowed in the cabin, the aid must:
- fit within the dimensions 33cm x 91cm x 106cm in its collapsed state and;
- weigh no more than 30.9kg; and
- be a manual collapsible wheelchair; and
- be considered safe for carriage in the aircraft cabin by the airport staff and operating crew.
Mobility aids not meeting these criteria, including powered mobility aids, will be stowed in the hold. In circumstances where the dedicated cabin stowage position has already been occupied, all other passenger mobility aids will be stowed in the hold.
On all other aircraft types and routes, passengers may not take their own mobility aids into the aircraft cabin.
While all reasonable care will be taken, you remain responsible for obtaining insurance in relation to the carriage of your mobility aid.
If needed, you're welcome to bring walking canes and crutches into the aircraft cabin. You can use these to get to the departure gate and board the aircraft, where it will be stowed in an overhead locker or alternative storage space.
If your walking frame is collapsible and cabin crew can stow it safely, it can also be stowed in the aircraft cabin. For safety reasons, non-collapsible walking frames can't be taken into the aircraft cabin. You can leave this with our staff at check-in and then be transferred to the departure gate in a Qantas wheelchair or people mover.
Alternatively, it may be possible to use your frame to the departure gate where it can be surrendered for stowage in the aircraft hold. Our staff will let you know during check-in if your walking frame needs to be checked with your baggage.
Generally, passengers who have mobility limitations won't require medical clearance to fly. However, there are times when precautions should be taken and it's advisable at all times to consult with your medical practitioner in relation to flying with your particular disability.
If you have a mobility limitation, you only require medical clearance when:
- your disability is new (i.e. has occurred within six weeks of travel) or is unstable (i.e. has changed within six weeks of travel)
- your condition may deteriorate during the flight
- your condition may deteriorate due to a decrease in oxygen levels in the aircraft cabin environment or a decrease in cabin pressure.
Although acceptance of customers who have mobility limitations for travel doesn't generally require medical clearance, in cases where we can't meet a customers' specific medical needs, we reserve our rights to deny travel. Review our travel medical clearance guidelines (PDF) for more information.
E-bikes, e-scooters, Segways, DC trikes and similar devices (Personal Electronic Devices) with a lithium ion battery exceeding 160Wh can only be carried as freight/cargo. This is due to safety concerns surrounding lithium battery fires and manufacturing/test standards of Personal Electronic Devices.
To transport your Personal Electronic Device by air, you will need to make your own inquiries with a freight forwarder. The freight forwarder will manage the process and advise you of the relevant terms, conditions and documentation you will need before the Personal Electronic Device can be carried.
Learn more about lithium ion battery powered devices
To submit a claim you must complete our customer care form. Simply go to our Damaged mobility equipment section where you can find more information including steps and requirements to help you submit your damaged wheelchair claim.