Requirements under the Canadian Accessible Transportation for Persons with Disabilities Regulations

Qantas will, on request of a person with a disability, provide the following services:

(a)    Assistance with checking in at the check-in counter;

(b)   Permitting the person, if they are unable to use an automated self-service kiosk or other automated check-in or ticketing process, to advance to the front of the line at a check-in or ticket counter;

(c)    Assistance with proceeding through any security screening process at the terminal, including by:

1. Providing staff to assist the person to proceed through the security screening process, or
2. Collaborating with the relevant security authority or security personal at the terminal to permit a person who is not travelling with the person with a disability to have access to the security screening checkpoint so that they may assist the person with a disability to proceed through the security screening process;

(d)   Assistance with proceeding to the boarding area after check-in;

(e)    Before boarding, transferring the person between the person’s own mobility aid and a mobility aid provided by Qantas;

(f)     Assisting the person in boarding and disembarking;

(g)    Assisting the person in storing and retrieving their carry-on baggage;

(h)   Before departure and on arrival at the destination, transferring the person between a mobility aid and the person’s passenger seat;

(i)     Assisting the person in moving in and out of a mobility aid space;

(j)     in the case of a person who is blind or has any other visual impairment, describing to the person, before departure or, if impossible because of time constraints, after departure, the layout of the aircraft, including the location of washrooms and exits,  and the location and operation of any operating controls at the person’s passenger seat;

(k)    assisting the person in accessing any entertainment content that is offered on board;

(l)     before departure, providing the person with an individualised safety briefing and demonstration;

(m)   providing the person with an on-board wheelchair;

(n)   assisting the person in moving between their passenger seat and a washroom, including by assisting them in transferring between their passenger seat and an on-board wheelchair;

(o)   permitting a person to use the washroom that has the most amount of space, regardless of where the washroom is located, if the person needs an on-board wheelchair or the assistance of a support person or service dog to use a washroom;

(p)   in the case of a person who is blind or has any other visual impairment, describing to the person, if a meal is offered on board, all the food and beverages that are offered for consumption;

(q)   if a meal is served on board to the person, assisting the person with the meal by opening packages, identifying food items and their location and cutting large food portions;

(r)    assisting the person in proceeding through border clearance;

(s)    assisting the person in retrieving their checked baggage;

(t)     assisting the person, after disembarkation, in proceeding to the general public area;

(u)   assisting the person, after disembarkation, in proceeding to a location where the person may receive assistance to proceed to the curbside zone from a member of the terminal operator‘s personnel; and

(v)    assisting the person, if they are transferring to another segment of their trip at the same terminal, in proceeding to a location where the person may receive assistance from a member of the receiving carrier’s personnel.

Whilst every effort is made to reduce the risk of an allergic reaction on board, it is impossible to guarantee an allergen-free environment. Passengers with a severe allergy will need to ask their treating practitioner to complete the Qantas Group Severe Allergy Travel Clearance Form and submit it at least 4 days prior to the proposed date of travel. Passengers can Contact Us to request a copy of the form.

For passengers with a severe allergy on flights to/ from Canada, Qantas will:

• Permit advanced boarding, where the passenger has requested to clean their seat to remove any potential allergens (provided the passenger is at the gate during the pre-boarding process). Only Qantas approved and supplied cleaning products can be used onboard.
  
• Advise passengers seated in the vicinity to refrain from using the product (ie the allergen) during the flight.
  

Qantas accepts mobility aids as priority baggage. This includes priority stowage, disassembly and re-assembly, and the prompt return of mobility aids. Qantas will stow a walker or manual folding wheelchair on board, if requested by a passenger and provided it is safe to do so.

Where a customer identifies the nature of their disability when making a reservation, Qantas will attempt to identify the customer’s needs in relation to their disability and the services offered by Qantas in relation to those needs.

If a passenger identifies the nature of their disability when making a reservation, the passenger will be informed about the accessibility features in the class of service prior to assigning a seat to the passenger. Qantas will take into account the passenger’s opinion about which seats or cabins would best meet the accessibility needs of that person.

Qantas will, on request of a passenger with a disability, make any public announcement on board in an audio format or a visual format.

When providing a service to a passenger with a disability, Qantas will indicate in the record of that passenger the service that Qantas will provide to the person and include a written confirmation of the services in the itinerary that is issued to the person.

Qantas will offer to retain an electronic copy of information, including personal health information in relation to a request for service under the ATPDR for a period of at least 3 years.

Where Qantas is unable to carry a person with a disability, Qantas will provide that person with a written notice about the refusal for carriage, addressing the requirements under the ATPDR.

If the mobility aid of a person with a disability is not retained by the person during transport and it is damaged, destroyed or lost during transport or is not made available to the person at the time of their arrival at their destination, Qantas will, without delay and at Qantas’ own expense:

(a) provide the person with a temporary replacement mobility aid that meets their needs in relation to their mobility and that they are permitted to use until their mobility aid is returned to them or is repaired or replaced or until they are reimbursed by the carrier for the loss of the mobility aid;

(b) reimburse the person for any expenses they have incurred because the mobility aid was damaged, destroyed or lost or because it was not made available to them at the time of their arrival at their destination;

(c) in the case of a damaged mobility aid, arrange for the repair of the mobility aid and return it to the person without delay or, in the case of a damaged mobility aid that cannot be adequately repaired:

1. replace the damaged mobility aid with the same model of mobility aid or, if the same model is not available, a model that has equivalent features and qualities as the damaged mobility aid and that meets the person’s needs in relation to their mobility; or
2. reimburse the person for the full replacement cost of the mobility aid; and
   

(d) in the case of a destroyed mobility aid or a mobility aid that is not made available to the person at the time of their arrival at their destination and that is not returned to them within 96 hours after that arrival:

1. replace the destroyed or lost mobility aid with the same model of mobility aid or, if the same model is not available, a model that has equivalent features and qualities as the destroyed or lost mobility aid and that meets the person’s needs in relation to their mobility; or
2. reimburse the person for the full replacement cost of the mobility aid.

If you are travelling with a mobility aid, you have the option to make a Special Declaration of Interest Under Article 22(2) of the Montreal Convention or under Article 22(2) of the Warsaw Convention. To make the declaration, complete this formOpens in a new tab or window at least 48 hours prior to departure (where possible). Alternatively, at the airport, you can advise the check-in agent you would like to make a Special Declaration of Interest and complete the formOpens in a new tab or window before departure. You should allow adequate time to complete this process if choosing to make the declaration at the airport.

If you have a complaint or are dissatisfied with the service provided in relation to accessibility on Qantas flights to/ from Canada, please Contact us.

For more information about accessible transportation for persons with disabilities, you can Contact us or review the information for our customers with Specific needs.