Finding the correct special assistance contact should not take hours. This page provides direct contact emails and official airline links for wheelchair travellers. It starts with Australian & Kiwi airlines and then expands internationally.
Flying in a wheelchair is absolutely possible. However, it requires careful planning. You must be assertive and communicate clearly. Additionally, you need access to the right information early on. These guides are here to help you protect your independence. They support you in safeguarding your body and your equipment. They also help maintain your spirit before, during, and after every flight.
Airline assistance for wheelchair users includes airport support, boarding assistance, aisle chairs, transfers, and the handling of mobility equipment. This directory helps wheelchair users find airline assistance contacts, understand policies, and communicate with the correct teams before flying.
Start Here: Airline Assistance Contacts
This is the quickest way to talk directly to the airline teams. They handle wheelchair assistance, equipment clearance, and pre-approvals.
Qantas – Special Assistance
Email;
For the fastest response, include your booking reference, battery details, and flight date in the subject line when you email
Email; specialhandling@qantas.com.au
World Wide Web;
Qantas Accessibility Information Page
https://www.qantas.com/au/en/travel-info/special-assistance.html
Telephone;
- 1800 177 474 within Australia, or
- +61 2 9123 7471 from outside Australia
Air NZ – Special Assistance
Customer Relations
Email: cro@airnz.co.nz
Email; specialhandling@airnz.co.nz
World Wide Web;
If you need special assistance, you can complete our special assistance request form.
Air NZ Accessibility Information Page
https://www.airnewzealand.co.nz/special-assistance
Telephone: +64 (0)9 357 3000 (overseas)
Australia Phone: 1800 132 476
Air NZ is generally good to deal with when information is sent early.
Virgin Australia – Special Assistance
Email;
- special.assistance@virginaustralia.com
- VA.Medical@virginaustralia.com
- Email (medical or mobility queries): VA.Medical@virginaustralia.com
World Wide Web;
Online Assistance Request
Submit a Specific Service Request Form to outline your mobility or medical needs before travel.
Virgin Accessibility
https://virginaustralia.com/au/en/travel-info/special-assistance/
Telephone; Special Assistance Team
Telephone; Australia: 1300 139 303
Outside Australia: +61 7 3295 3941
Virgin often replies quickly, but always requests written confirmation for battery approvals.
Jetstar– Special Assistance
Email; specialassistance@jetstar.com
World Wide Web; Jetstar Accessibility Help Page
https://www.jetstar.com/au/en/help/articles/special-assistance
Telephone;
Jetstar support varies airport to airport; keep everything in writing.
International Airline Directory Coming Soon
We will expand this directory next to include North America, the UK/Europe, Asia and the Middle East carriers. If you need a specific airline now, use the same written approval request format as the Dangerous Goods page.