Qantas – Special Assistance
Qantas provides assistance for passengers with disabilities, reduced mobility, and medical needs. They are one of the most established carriers in Australia for accessible travel, but advance notice, accurate wheelchair details, and clear documentation are essential for a smooth experience.
When booking online, you can add a Special Service Request (SSR) or contact the Qantas Special Handling team. If you are travelling with a wheelchair, scooter, power chair, battery-powered mobility aid, or medical equipment, Qantas requests notification as early as possible, ideally at least 48 hours before departure.
Qantas publishes dedicated contact emails for mobility assistance, dangerous goods (batteries), and post-travel customer care.
Website
Qantas, Accessibility & Assistance Page
Contains detailed guidance on:
- Requesting assistance during booking or after booking
- Travelling with manual and powered wheelchairs
- Battery and mobility device rules
- Aircraft cargo hold size limits
- Using aisle chairs and transfer assistance services
- Medical clearances (MEDA), oxygen requirements, and seating requests
- Travelling with carers, companions, or support people
- Mobility aid limits on QantasLink aircraft (very important)
Contact Details
Special Handling Team (for wheelchairs, mobility aids, assistance needs)
specialhandling@qantas.com.au
Dangerous Goods Team (for batteries, lithium specifications, approvals)
dangerousgoods@qantas.com.au
Ideal for sending:
- Battery spec sheets
- Wh ratings
- Manufacturer details
- Clarification requests for non-standard batteries
Customer Care (after travel issues or damage claims)
care@qantas.com
Phone: Australia
13 13 13, Ask for Special Assistance
International Callers
Your local Qantas contact centre (AU number is fine for many travellers)
Mobility Aid Requirements & Tips
Battery Types Accepted
Qantas accepts the standard IATA-approved battery types:
- Lithium-ion batteries
- Dry cell / sealed lead-acid batteries
- Spillable (wet) batteries with strict packaging and handling requirements
The Dangerous Goods team is highly responsive, and providing final approval via email is strongly recommended before travel.
Aircraft Size Limits (Important)
Qantas operates a mix of wide-body, narrow-body, and QantasLink aircraft:
Large aircraft (A330, B787)
- Most flexible for mobility aid dimensions
- Best option for power chairs that cannot fold or tilt
Boeing 737 (common domestic aircraft)
- Narrow cargo door
- Electric wheelchairs may need to be tilted, reclined, or partially disassembled
- Some chairs may not fit depending on height and length
QantasLink (Dash-8, Fokker)
- Very strict size limits
- Some powered wheelchairs cannot be carried
- Always check dimensions before booking
- Contact specialhandling@qantas.com.au with your chair measurements
Pro tip: Always confirm your specific aircraft type for every sector.
Before You Fly
Prepare the following:
- Wheelchair make, model, weight, width, height, and length
- Battery specifications (Wh, voltage, removable or not)
- A one-page printed summary with:
- How to switch off your chair
- Freewheel mode
- How to disconnect the battery
- Any detachable parts
- Label any removable items:
Qantas staff often appreciate clear, simple instructions handed over on paper.
Here’s What I Always Do
- Always check in with a human agent, not a kiosk.
- Reconfirm your assistance needs:
- At check-in
- At the assistance desk
- At the gate
- With the cabin crew
- Ask staff to note:
- Lifting points
- Fragile components
- Upright transport requirements
- Whether the chair can or cannot be tilted
- Keep copies of all emails from Special Handling and Dangerous Goods.
The Travelling Para Tip: Qantas is often very cooperative when you provide clear written instructions and send your wheelchair specifications before the travel day.
Sending your details early to:
specialhandling@qantas.com.au
dangerousgoods@qantas.com.au
…gives them time to brief ground staff and prevents last-minute confusion.
If your flight is soon, call and email both teams and bring printed copies of everything.