Jetstar.com Wheelchair Policy and Special Assistance Guide

Flying With Your Wheelchair on Jetstar Airways

Jetstar Airways prefers that you let them know in advance of your mobility aids and assistance needs, as they can’t guarantee specific assistance on the day that you travel, depending on staffing, operational, and other limitations. 

When you make your booking, Jetstar asks that you provide them with the following information about your wheelchair: [AMZ asins='B07YNFD9LJ,B01L28ANI2,B074MW1MTW,B00RKJUPS6']

- Is it manual or battery operated?
- The weight of your wheelchair
- The type of battery on your wheelchair, if applicable

Jetstar has created an easy to follow checklist for ensuring your travel is as smooth as possible. It is downloadable as a PDF from here:  https://www.jetstar.com/_/media/files/specific-assistance/20191011_wheelchairreduced_mobility_a4_flyer_final.pdf

Jetstar also recommends that you arrive a minimum of 90 minutes before the scheduled departure of your domestic flight, and two hours before the scheduled departure of your international flight. 

Wheelchair Size Limits on Jetstar Airways

Jetstar operates two kinds of aircraft, each with its own size limitations for wheelchairs.

If your flight is on an A320/A321/A321LR:

Wheelchairs must not exceed 1m (36”) high X 1.4m (55”) wide X 1.4m (55”) long

If your flight is on a B787:

Wheelchairs must not exceed 1.6m (63”) high X 1.5m (59”) wide X 1.5m (59”) long

Jetstar Airways limits the weight of all wheelchairs to 32kg (70.5 lb).

Battery Operated Mobility Aids on Jetstar Airways

Your battery powered or electric wheelchair must be checked in at the counter, not the boarding gate. Battery powered mobility devices are considered dangerous goods and require approval before Jetstar will allow them onboard. This process should ideally be done at least five business days in advance of your travel date, but if necessary can be done at the check in counter. To get approval, email Jetstar at [email protected] with the following information:

- Your full name
- Your wheelchair’s make and model
 - Battery type including voltage and amp hour (Ah) rating

Requesting Wheelchair Assistance at the Airport when Flying with Jetstar Airways

Jetstar offers three levels of in-airport assistance for those travelling with a wheelchair. When you book your flight, you can use one of the following codes to let them know that you require assistance:

WCHR  - You require assistance from check in to the top of the jet bridge or bottom of aircraft steps, but you can go up and down stairs on your own. You are able to navigate the cabin of the aircraft to and from your seat. 

WCHS - You require assistance from check in to the door of the aircraft, whether that be at the bottom of the jet bridge or the top of aircraft steps. You are not able to navigate stairs unassisted, but you are able to get to and from your seat on the aircraft. 

WCHC - You require assistance from check in directly to your seat on the aircraft. You cannot navigate stairs unassisted, will require transfer assistance into and out of the aircraft. 

All three of these levels of wheelchair assistance also include help from the aircraft to the baggage claim at your destination.

Other Mobility Aids (Canes, Crutches, Walkers) on Jetstar Airways

Canes, crutches, and other mobility aids are permitted as carry on baggage free of charge and may be stowed in the overhead bins, provided they adhere to the carry-on baggage size limits.

Wheelchair Contact Information for Jetstar Airways

If you have specific questions about your assistance, you can chat in real time with a Jetstar agent at https://www.jetstar.com/au/en/help/articles/specific-assistance, by scrolling to the bottom and clicking on “Chat Now”. Additionally, callers in Australia can contact Jetstar by calling 131-538 daily from 6:00am-10:00pm AEST.

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