Qantas asks that you make your request for wheelchair assistance or book your mobility assistance with you when you make your booking for the first time, or by using the following link at least 48 hours before your scheduled departure:
Please note that you will be required to assemble and disassemble your wheelchair as required, including disconnecting and reconnecting your battery (if applicable) in accordance with dangerous goods standards.
Australian airlines recommends giving 48 hours' notice for mobility assistance requests, but the airline provides comprehensive wheelchair assistance. Roadside assistance is available at Australian airports, and airline staff can provide assistance with getting to the gate, getting on and off, and getting to your seat either using an onboard wheelchair or your own mobility device. The airline's website states that passengers requiring wheelchair assistance should arrive at least 60 minutes before departure for domestic flights, and two hours before for international travel.
If you are traveling within Australia, Qantas requires you to arrive at the airport at least one hour before departure from a domestic terminal, and at least two hours before departure at an international terminal (whether your flight is international or not).
If you are traveling from an international airport, Qantas recommends that you check with the local office, and allow an extra half hour to the normal check-in time.
You can choose whether you want to check in your wheelchair at the check-in desk or at the departure gate. If you check in your wheelchair at the desk, Qantas will provide an airport wheelchair and a member of staff will assist you to your gate. In addition to the extra time at check-in, Qantas requires you to be at your departure gate 40 minutes before departure for domestic flights and 60 minutes before departure in international terminals.
Qantas operates several different aircraft, each with its own size limit on wheelchairs. All wheelchairs must fit within these dimensions when standing upright. If your wheelchair fits the maximum dimensions, but not when standing upright, it must weigh less than 32 kilograms, and have confirmation from the manufacturer that it can be transported on its side. You can find your aircraft type on your itinerary.
Personal mobility aids are handed over to the airline before boarding, and passengers use dedicated aircraft aisle seats.
"Please look at this," Wood said as he captured a large Qantas aisle seat in his video.
"I can't push this chair by myself and I'm not traveling with anyone, so I don't have anyone to push me.
“I was just stuck at the gate, waiting for someone to take my wheelchair.
"It's just ridiculous. Your customer service has really gone to shit.
"You have to do something about it. It's not good enough."
Half an hour after filming the video, he posted it to Instagram with the caption: "I'm still waiting and angry.
"My wheelchair is my mobility, you don't realize how important it is to me and others."
If your wheelchair is battery operated, you will be required to request and receive dangerous goods approval in order for Qantas to accept it for carriage.
Qantas accepts lithium-ion and dry/gel/non-spillable batteries for transport.
If easily removed from your wheelchair, the battery must:
- Have protected/insulated terminals to prevent short circuits
- Place in a protective bag or pouch to prevent damage
- Transported with you as carry-on luggage
If not easily removed from your wheelchair, the battery must:
- Stay securely strapped to the wheelchair
- Has a protected terminal to prevent accidental activation
- The wheelchair must be in freewheel mode, if available
- The wheelchair must be turned off
You can ask for assistance when you arrive at the airport, but for the best experience, Qantas recommends you make your request when you make your booking. Qantas offers three levels of wheelchair assistance according to IATA. When making your reservation, you can select one of the following assistance requirements:
WCHR - You'll need help checking in at the top of the jet bridge or the bottom of the plane's steps, but you can go up and down the stairs yourself. You can navigate the plane cabin to and from your seat.
WCHS - You need help checking in to the plane's gate, either at the bottom of the jet bridge or the top of the plane's stairs. You can't navigate the stairs without help, but you can get to and from your seat on the plane.
WCHC - You need assistance from checking in directly to your seat on the plane. You cannot navigate the stairs without assistance, will need assistance transferring in and out of the plane.
Canes and crutches are welcome in the Qantas cabin, and once you board the plane, they will be stored in the bins. In some cases, the cabin crew can help you store these devices in an alternative area if necessary. Non-collapsible walkers are not allowed in the cabin for security reasons, but you can take them with you as check-in baggage - once checked in, Qantas will provide an airport wheelchair and staff to assist you to your gate.
If you need help with your mobility aid or medical equipment, you can also contact Qantas at 61(1800) 718 568 from within Australia, or at 61(1800) 718 568 from outside Australia.
If you plan to travel by air with a disabled person, you should give your airline advance notice of any need for wheelchair assistance. Proper notice allows the airline time to make the necessary preparations, ensuring your specific accessibility needs are met. Travelers should also familiarize themselves with their airline's specific disability services and policies.
After purchasing your flight ticket, you should contact the airline to request any special assistance you may need at the airport. Be sure to check the airline's list of special assistance request codes before contacting the airline.