Service Dogs Conditions of Carriage

1. The Service Dog or Service Dog Under Training must be accompanied by its Handler or Accompanying Trainer at all times during the flight.

2. You must ensure that the following current identity documents are available in your carry-on baggage and produced if requested:

•  an identity card issued by a member organisation of Assistance Dogs International (ADI); or
•  an identity card issued under the Queensland Guide, Hearing and Assistance Dogs Act (Queensland Act); or
•  other identification for you and the Service Dog deemed acceptable by Qantas at the time of approval.  

3. The Service Dog or Service Dog Under Training must be wearing its harness, vest, coat and/or medallion, identifying it as a Service Dog or Service Dog Under Training.

4. You or Accompanying Trainer must occupy the seat, and the Service Dog or Service Dog Under Training must be seated on the floor in the space allocated by Qantas, not on the adjacent seat or in the Your or Accompanying Trainer's lap.

5. The Service Dog or Service Dog Under Training must be placed on a moisture absorbent mat and be secured in a way to prevent it from moving from the mat at all times during the flight. For safety reasons the dog must be restrained by attaching its leash to the aircraft seat leg, seat track ring or other tether point approved by Qantas. The leash should have the ability to be shortened or lengthened as required. For safety reasons, the dog should not be secured directly from its collar or to the aircraft seatbelt being worn by a passenger and must not obstruct the aisle or emergency exits.

6. You accept full responsibility for the Service Dog or Service Dog Under Training, including attending to the dog’s needs for the duration of their travel and any damage to other people, premises or facilities caused by the Service Dog.

7. You also accept responsibility for compliance with all Qantas and governmental requirements, regulations, or restrictions, including entry permits and required health certificates of the country, state, or territory from and/or to which the animal is being transported.

8. In the event your Service Dog caused any personal injury, property damage or other damages, including in circumstances where Qantas or you incur any damages due to the Service Dog or Your noncompliance with Qantas or government requirements, regulations or restrictions, Qantas is not liable for such loss and You will be required to reimburse Qantas for any such loss, damage or expense.

9. Unless caused directly by the fraud, negligence or wilful misconduct of Qantas, Qantas will not be liable for illness or injury to a Service Dog or death of a Service Dog.  Unless directly causes by the fraud, negligence or wilful misconduct of Qantas, and in the event, Qantas must obtain veterinary care, accommodation or transport of a Service Dog that is denied entry into a country, is unwell, injured, deceased, Abandoned or for any other reason, You will be required to reimburse Qantas reasonable costs associated with such veterinary care, transport or accommodation expenses incurred by Qantas. You acknowledge, that in respect of a Service Dog that is denied entry into the USA, Qantas has a legal obligation to return the Service Dog to the country of departure within 72 hours of denial.

10. In respect to Service Dogs flying to the USA, where a Service Dog is Abandoned by You, then the Service Dog may be turned over to a local animal shelter or pound or otherwise handled as Qantas may deem proper without any liability to Qantas. You will be required to reimburse Qantas reasonable costs incurred by Qantas associated with: (1) returning the Service Dog deemed abandoned to You or Your agent or (2) caring, feeding, or transporting the Abandoned Service Dog and any other reasonable costs incurred by Qantas associated with the Abandoned Service Dog.

‘Abandoned’ means:

(i) when explicitly stated by You or Your agent verbally or in writing to Qantas or a regulatory body; or

(ii) You fail to cooperate with or respond to Qantas’ attempts to contact You within 24 hours; or

(iii) You refuse payment within 24 hours for US regulatory mandated examinations, testing, holding, or treatment needed to ensure the safe importation of dogs and cats into the USA.

11. The Service Dog or the Service Dog Under Training does not receive a separate baggage allowance.

12. You or Accompanying Trainers (and the Service Dog or Service Dog Under Training) must generally pre-board the aircraft (i.e. before other passengers board the aircraft). This is for the passenger and dog’s safety and comfort, and to allow time for cabin crew to complete their individual safety briefing to the passenger (if required) and to ensure that the dog is properly secured.

13. Qantas' priority is the safety of our aircraft, our passengers and our crew. Qantas will not carry any Service Dog or Service Dog Under Training which is likely to affect a person on the aircraft in any way that may adversely affect the safety of the aircraft. The Pilot in Command has the final decision as to whether or not the Service Dog or Service Dog Under Training is carried on the day of travel and may impose any further conditions that he or she requires in the interests of safety. Qantas reserves the right to take any action necessary to ensure the safety of the aircraft, including in circumstances where a Service Dog or Service Dog Under Training is behaving in an uncontrollable, aggressive, and/or dangerous manner.

14. If a Service Dog or Service Dog Under Training has been approved to travel in the aircraft cabin and there is an issue with the dog at the airport or during flight (including but not limited to any issue that compromises or threatens to compromise cabin safety, the safety of staff, the public or passengers), Qantas reserves the right to refuse any future request for that dog to travel in the cabin of the aircraft. 

In addition to the conditions of carriage set out above, the following additional conditions of carriage apply to Service Dogs on international Qantas flights:

1. Service Dogs may be permitted in the aircraft cabin on international flights, subject to operational requirements, local airport authority requirements and civil aviation safety and/or quarantine regulations.

2. When travelling internationally, you must complete an International Travel Declaration Form [PDF]Opens in a new tab or window for each booking.

3. Service Dogs are not permitted to travel to or from Thailand. With the exception of Thailand, Service Dogs are generally permitted to travel on international routes operated by Qantas to countries outside of Australia, however you should check with the Quarantine Authorities in the relevant countries before making your booking. There are some specific requirements for travel to Japan, Johannesburg, New Zealand, the United Kingdom and the United States, including in relation to approval before travel and limitations on arrival dates/times. For more information, visit the International Travel Declaration Form [PDF]Opens in a new tab or window or contact Qantas Customer Specific Needs at specialhandling@qantas.com.au.

4. It is your responsibility to ensure that all Quarantine requirements are met for all international travel. Generally, you are responsible for dealing with the Quarantine Authorities. Qantas may have some limited involvement and Qantas may assist with the process by seeking information from you. For international flights into Australia, Qantas cannot allow a Service Dog to depart on a flight to Australia until Qantas receives a valid Service Dog import permit and written advice from the Australian Department of Agriculture and Water Resources confirming receipt of the import permit, official health certification and any required laboratory test results and Qantas has verified this information.

5. When travelling internationally, restrictions and regulations concerning the uplift, transit, disembarkation, inoculation and quarantine of animals must be checked by you. Most countries have strict regulations and failure to adhere to these regulations may result in the Service Dog being separated from you for several months or at worst, the Service Dog being transported back to Australia or  euthanised. You should refer to the relevant Quarantine Authority for more information.

6. You must ensure that the correct documentation (including inoculation certificates or entry permits) is carried with you in their carry-on luggage at all times to ensure that the Service Dog can lawfully depart the country of origin and be cleared for entry into the country of arrival. Under no circumstances will Qantas accept liability for the failure of entry clearance of the Service Dog at the destination or any other arrival port, including due to incorrect or insufficient documentation.

7. When travelling internationally, you should consider relevant local customs or regulations concerning Service Dog  in public places, such as restaurants and hotels. Qantas accepts no responsibility or liability should the Service Dog be denied access to such public places.

8. If the aircraft is diverted, Qantas will assist where possible but under no circumstances will Qantas accept liability if the Service Dog is no longer approved for quarantine clearance at the destination, any other arrival port or when entering or returning to Australia.

9. If you are travelling on any international flight with a carrier other than Qantas, you must speak to that carrier to discuss carriage of your Service Dog.

10. Qantas will not accept bookings for Service Dogs Under Training on international flights operated by Qantas.

In addition to the conditions of carriage set out above, the following additional conditions of carriage apply to approved Service Dogs Under Training.

1. Service Dogs Under Training are limited to a maximum of:

• two individual Economy Class Domestic flights (e.g. a return city pair SYD-MEL-SYD) for the purpose of travelling to experience the aircraft environment prior to certification, where each flight should not exceed three hours; and
• a single Economy Class Domestic flight for the purpose of delivery. Service Dogs Under Training that have completed their training program and are travelling for placement with their Handler can undertake a Domestic flight of any duration.

Note: if additional flights are requested and approved by Qantas, the Accompanying Trainer or Training Organisation must pay for the second seat that the dog sits in front of, and their own seat.

2. Service Dogs Under Training are not carried on international flights operated by Qantas.

3. Service Dogs Under Training are not carried in Premium Cabins (i.e. First Class, Business Class or Premium Economy Class).

4. If a Service Dog Under Training is approved for carriage in the aircraft cabin, that approval is only approval for carriage as a Service Dog Under Training. Once the dog's training and certification has been completed, the dog will require a new approval as a Service Dog.

5. The Accompanying Trainer must ensure that the following current identity documents are available in their carry-on baggage and produced if requested:

For the Accompanying Trainer:

• a current trainer's identity card issued by a member organisation of ADI; or
• a current trainer’s identity card issued under the Queensland Act; or
• other current identification for the trainer deemed acceptable by Qantas at the time of approval.

For the Service Dog Under Training:

• current documentation issued by a member organisation of ADI or under the Queensland Act for the Service Dog Under Training demonstrating that the dog has achieved a standard suitable for travel on public transport, including an aircraft cabin (eg: a Public Access Test).