Check-in and boarding
We recommend that you check-in at least 90 minutes before departure for flights leaving from a Domestic Terminal and at least 2 hours for flights leaving from an International Terminal to make certain we can provide any required assistance without delay.
For domestic flights on A320/321 aircraft, you are able to check-in 2 hours before the scheduled departure time; for domestic flights on a Q300 aircraft you are able to check-in 90 minutes before the scheduled departure time and for flights leaving from an International Terminal you are able to check-in 3 hours before the scheduled departure time. You should be aware that for all flights, the final hour before the departure of a flight is the busiest period for our staff, and if you arrive during this period you may face delays before assistance can be provided (including assistance to the departure gate etc).
We recommend that you consider your own specific needs and the assistance you have requested, to ensure you have enough time to make your flight.
Disability Access Facilitation Plan
Jetstar has developed a Disability Access Facilitation Plan for customers requiring specific assistance at Australian airports or on Australian domestic flights.
Jetstar’s Disability Access Facilitation Plan
Independent travellers and accompanying customers
To travel with Jetstar, it’s important that you can travel independently. We require that:
- the customer is able to self-toilet, if required, during the course of the flight; and
- the customer can eat or drink during the course of the flight without assistance; and
- the customer can administer medication themselves during the course of the flight, if required; and
- the customer is able to communicate in some way that they have understood the safety instructions and emergency instructions of our crew; and
- if transfers between mobility aids or from a mobility aid to an aircraft seat are required, either:
- the passenger is able to transfer themself without assistance; or
- the passenger is able to be transferred using a slide board and slide cloth by our staff without the assistance of an accompanying assistant/carer.
If the customer does not meet all of these requirements, the customer will need to travel with an Accompanying Customer/carer. If you need help with any of these tasks, you must travel with an Accompanying Customer.
An Accompanying Customer is an independent, paying traveller who, in Jetstar’s opinion, is able to and will provide the assistance, supervision or both for their companion. They are required to assist their companion with:
- Using the toilet on the aircraft and on the ground
- Dealing with in-flight and ground emergencies
- Transporting carry-on baggage and equipment
- Medicating and medical procedures
- Eating and drinking
- Administrative procedures such as the completion of immigration documentation
- Boarding and disembarking including assisting with transfers to and from mobility devices and seating where necessary
- Assembling and disassembling wheelchairs
Jetstar considers that the Accompanying Passengers for children must be at least 15 years old, except on Japan domestic flights operated by Jetstar Japan, where the Accompanying Passenger for children (2-11 years old) may be 12 years or older.
One Accompanying Passenger can assist a maximum of four customers that do not meet Jetstar’s independent traveller requirements.
Customers with an intellectual disability may be required to travel with an Accompanying Customer.
Customers of size
If you’re unable to lower both armrests, and/or compromise any part of adjacent seating, you must book the full number of seats you’ll need or, where available, purchase a Business Class seat.
For some medical conditions or incapacities, we require that you obtain medical clearance to fly when you book. To understand if you’ll need clearance see:
Please note: Customers who require medical clearance will not be permitted to travel on Jetstar Pacific (BL) flights.
All medical clearance applications are managed by Qantas Network Operations.
Travelling to the US