Limited special assistance

Introduction

Generally Jetstar will not allow a person to travel without an Accompanying Passenger* unless the person can travel independently, meaning that they can travel safely without assistance, supervision or both. We do not have the systems, staff or facilities required to assume responsibility for such assistance and supervision.

However, we do provide limited special assistance services to accommodate customers who require a wheelchair, customers who need to travel with an accredited service dog (only available for flights operated by Jetstar (JQ)), customers who are blind or vision impaired and customers who are deaf or hearing impaired. If you need to use these special services you must contact Jetstar Reservations. You may do so directly, or, for customers who are deaf or have a hearing or speech impairment, through the National Relay Service (see National Relay Service section below). Those who have made special arrangements through Jetstar Reservations will be given priority when boarding the aircraft.

*Accompanying Passenger means a paying passenger who, in our reasonable opinion, can travel independently and is able to and will provide the appropriate assistance, supervision, or both, as is required for the particular customer they are accompanying. As a guide, the airline generally will not consider a passenger to be an appropriate Accompanying Passenger for a child unless the passenger is at least 15 years old.

If you have been advised by your doctor that you require a medical clearance to travel, or have a medical condition which you feel may require a travel clearance, will need to download the Travel Clearance forms (PDF 1.55MB) and discuss your condition with your doctor.

Wheelchairs

Customers who require wheelchair assistance must advise Jetstar that they have a disability and require assistance at the booking stage.

Customers requiring wheelchair assistance can book their flights through Jetstar.com or by contacting Jetstar Reservations. If flights are booked through Jetstar.com, customers must also contact Jetstar Reservations to advise us of the level of assistance required (see below).

Jetstar accepts bookings for up to two customers requiring wheelchair assistance on each flight. Where there are already two bookings made for wheelchair assistance on the flight the customer wishes to book, Jetstar will contact the customer to make alternative arrangements which may include:

(a) moving the customer to an earlier or later flight where the limit has not been exceeded;

(b) re-routing the customer to their intended destination; or

In order for us to understand the level of assistance required, we ask customers to select the box that most accurately describes their level of mobility:

Please select:

A: I am unable to walk to the gate lounge, however I am able to ascend and descend the stairs without assistance.

B: I am unable to walk to the gate lounge and I am unable to ascend and descend the stairs without assistance.

C: I will require full assistance to the gate lounge and to board the aircraft.

Further information about wheelchair assistance at the airport and in-flight.

Service dog

Customers travelling with an accredited service dog must advise Jetstar that they have a disability and are travelling with a service dog at the booking stage.

Customers travelling with a service dog whose accreditation falls within (a)-(c) below can book their flights through Jetstar.com or by contacting Jetstar Reservations. Customers who are deaf or hearing impaired can call Jetstar Reservations through the National Relay Service (see National Relay Service section for contact details). Customers must provide appropriate service dog ID cards or documentation at check in.

Customers booking travel with service dogs whose accreditation does not fall within (a)-(c) described below but falls within (d) below, can book their flights through Jetstar.com or by contacting Jetstar Reservations. However, if flights are booked through Jetstar.com, customers must also contact Jetstar Reservations to complete the necessary application in order to seek clearance for travel with their accredited service dog in the aircraft cabin. This application must be submitted to Jetstar at least 14 days prior to travel.

An accredited service dog includes the following:

(a) Guide Dogs as accredited by a relevant guide dog association (eg: Guide Dogs Victoria, Guide Dog Assoc of NSW & ACT and Seeing Eye Dogs Australia);

(b) Hearing Dogs as accredited by a relevant hearing dog association (eg: Lions Hearing Dogs Inc);

(c) an assistance dog accredited by any of the following associations
i. Canine Helpers for the Disabled, Inc.;
ii. Assistance Dogs Australia;
iii. Association of Australian Service Dogs; and
iv. Australian Support Dogs; and

(d) any other service dog which is trained to assist and assists a person with a disability to alleviate the disability. Jetstar accepts bookings for up to two customers travelling with an accredited service dog on each flight. Where there are already two bookings made for service dogs on the flight the customer wishes to book, Jetstar will contact the customer to make alternative arrangements which may include:

(a) moving the customer to an earlier or later flight where the limit has not been exceeded;

(b) re-routing the customer to their intended destination; or

Further information about service dogs at the airport and in-flight.

Deaf/Hearing impaired

Customers who are deaf or hearing impaired must advise Jetstar that they are deaf or hearing impaired and whether they require assistance at the booking stage. If you book at jetstar.com, contact Jetstar Reservations through the National Relay Service (see National Relay Service section for contact details) to advise us of any specific requirements.

If you would like to travel with your accredited service dog, please read our 'Service dog' section.

Customers are not required to notify Jetstar to bring onboard hearing aids, special headsets for use with our in-flight entertainment system, audio receivers or other battery operated hearing devices that do not require aircraft power. Customers must notify Jetstar Reservations of any hearing device that requires aircraft power.

If required, a Jetstar customer service staff member will escort the customer through security to their boarding gate. If the customer is travelling with a carer/companion who is willing to escort the customer, a Jetstar customer service staff member will organise to meet the customer(s) at the boarding gate.

Customers who are deaf or hearing impaired will be given priority when boarding the aircraft and will be provided with an individual safety briefing. Due to aviation safety regulations, customers who are deaf or hearing impaired will not be allocated an exit row seat.

Blind/Vision impaired

Customers who are blind or vision impaired must advise Jetstar that they are blind or vision impaired and whether they require assistance at the booking stage. If you book at Jetstar.com, contact Jetstar Reservations to advise us of any specific requirements.

If you would like to travel with your accredited service dog, please read our 'Service Dog' section.

Customers who are blind or vision impaired will be given priority when boarding the aircraft and will be provided with an individual safety briefing. Due to aviation safety regulations, customers who are blind or vision impaired will not be allocated an exit row seat.

National Relay Service

Passengers who are deaf or have a hearing or speech impairment can call Jetstar Reservations through the National Relay Service within Australia:

TTY users phone 133 677 then ask for 131 538.

Speak and Listen (speech-to-speech relay) users phone 1300 555 727 then ask for 131 538.

Internet relay users connect to the NRS (see www.relayservice.com.au for details) and then ask for 131 538.

Customers of size

Customers who are unable to lower both armrests (the definitive boundary between seats) and/or who compromise any part of adjacent seating should proactively book the number of seats needed prior to travel, by purchasing a second seat or alternatively, purchasing a StarClass seat (where available).

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