Virgin Blue
Mobility Assistance
Booking Your Flight
Your safety and comfort is important to us, so to accommodate your special needs, we must know in advance. Your booking must be made via our Guest Contact Centre (at internet discount rate) to ensure we know what your requirements are. Should you fail to advise us in advance, your travel may be refused.
There is a limitation of 2 electric wheelchairs/mobility aids per flight due to restrictions in our aircraft hold space.
It is important that you provide us with as much information as possible at the time of booking. Key information we will need to know from you includes:
The type of mobility aid you are travelling with (electric or non-electric)
If the mobility aid is electric, what type of battery is used (gel cell (dry) or wet non-spillable)
Whether the mobility aid is collapsible
The dimensions (height, width and length) in adjusted or disassembled state and weight of mobility aid
Whether you are travelling alone or with a companion or carer. Please Note: To travel independently you must meet the Independent Travel Criteria
Whether you are able to self transfer in and out of a wheelchair and/or an aircraft seat. Please Note: Due to our Occupational Health and Safety regulations, Guests who require to be transferred into or out of a wheelchair and / or an aircraft seat where your weight exceeds 130kg* must arrange an Assistance Person (Australian Domestic flights) or a Carer to assist with the lift
Whether any medical assistance will be required
* Due to Occupational Health & Safety Law, we are unable to transfer guests who weigh more than 130kg. In these circumstances we can only assist with lower body transfers (guidance of the lower body/legs whilst transferring). Transfers from your wheelchair to an airport/aisle wheelchair and from an airport/aisle wheelchair to an aircraft seat are performed using a slide board and slide sheet supplied by Virgin Blue.
Important: If you are connecting with other airlines, you will need to check and comply with their guidelines for Guests with special service needs.
Mobility Aid Size Restrictions
To reduce the risk of damage to your mobility aid and to our aircraft, the following restrictions apply:
Refer to our ‘Maximum dimensions’ table below. If your mobility aid is greater than the size restrictions specified (in either folder or unfolded state), we will be unable to carry the item.
All electric mobility aids must travel in an upright position.
Electric wheelchairs must travel in the ‘free wheel’ mode.
Maximum Dimensions (in adjusted state)
Width 100cm
Height 84cm
Length 125cm
Weight 120kg
If your mobility aid does not fit within these allowable dimensions (after being adjusted or disassembled), you will have to travel with an alternative mobility aid, such as a manual wheelchair, that fits within the above dimensions.
Mobility Aid Equipment Available at the Airport
Due to limited resources we can only provide assistance in certain circumstances. The following mobility assistance equipment is available when travelling with us provided that it has been previously arranged with our Guest Contact Centre:
Aisle wheelchair (boarding/disembarking aircraft)
Manual self propelled wheelchair
Limited number of motorised wheelchairs to allow Guests who rely on a motorised wheelchair to get to and from the boarding gate, and to the arrivals hall with assistance from team members. These chairs must be booked through our Guest Contact Centre
Slide board
Slide sheet
Note: Due to our aircraft configurations, we are unable to accommodate in-flight aircraft aisle wheelchairs.
Where you fit within our health and safety weight requirements for transferring (that is, 130kg or less in weight), our team members can assist by transferring you from your wheelchair to an airport/aisle wheelchair and from an airport/aisle wheelchair to an aircraft seat (and visa versa) with use of the slide board and slide sheet. If you weigh more than 130kgs and require assistance with these transfers you will need to arrange an Assistance Person for travel on domestic flights and a Carer for travel on International flights. Where required, we will assist with guidance of the torso and/or legs while transferring, whether you have a Carer/Assistance Person or not.
A transfer is defined as movement between your wheelchair to an airport/aisle wheelchair and from an airport/aisle wheelchair to an aircraft seat (and visa versa) utilising the slide board and slide sheet. Guidance includes guiding your upper torso (shoulders) and legs while they are being transferred using the slide board / slide sheet combination.
Please note that we are unable to perform transfers other than in accordance with our slide board and slide sheet method.
Upper Torso Harness (Australian Domestic Flights Only)
All Virgin Blue aircraft are equipped with two upper torso harnesses to provide additional support and restraint in the aircraft seat. Please contact our Guest Contact Centre to make your booking if you require the use of this harness. Due to safety requirements, we cannot allow Guests to supply their own harness.
We can currently only supply an upper torso harnesses on Virgin Blue aircraft (domestic flights in Australia only)
Adults:
The adult upper torso harness is to be used by guests of at least 122cm (4 foot) in height.
View a diagram of the Adult Upper Torso Harness below.
Child/Guests under 122cm:
The upper torso harness can be modified so that children, or Guests older than two years of age but less than 122cm (4 foot) tall, can comfortably use the harness. There is an extra strap which is to be used for children to ensure their shoulders do not slip out of the harness and to also assist in keeping the shoulder straps away from the face and neck.
At the Airport
Check-in
To allow us sufficient time to take care of your travelling and seating requirements and transfer you between wheelchairs/aircraft seat, we ask that you check-in at least:
60 minutes before the scheduled departure time for domestic flights
2 hours before the scheduled departure time for international flights
Please Note: Do not check in via our Web check-in or kiosk check-in because it is important that we have the opportunity to discuss and confirm the exact level of assistance we can provide.
Upon check-in you will also be advised of your estimated pre-boarding time, as early boarding allows for a private transfer into the aircraft and allows time for our team members to transport wheelchairs to the aircraft hold.
Travelling with a Manual Wheelchair:
You can either check-in your manual wheelchair and we will provide you with an airport aisle wheelchair or self-propelled wheelchair for use within the airport or, where possible, you can choose to take your own manual wheelchair to the boarding gate. Your wheelchair will then be stowed in the aircraft hold.
DOMESTIC FLIGHTS ONLY - Please note that due to security restrictions, only wheelchairs/mobility aids that have been taken through security screening on departure can be returned to you at the arrivals gate at your destination, otherwise you can collect your wheelchair at the arrivals carousel. This option is for manual (non-motorised) wheelchairs only as motorised wheelchairs must be packed according to dangerous goods regulations before travel.
Travelling with a Motorised Wheelchair/Mobility Aid:
Once your chair has been packed, we will then provide you with an airport wheelchair or our team members will assist you in a motorised wheelchair to the boarding gate. Upon arrival, your motorised wheelchair can be collected from the Arrivals carousel. Please ensure you advise us at the time of booking that you need to use one of our motorised wheelchairs, as numbers of these are limited and may not be available in all ports.
There are a number of handling requirements for motorised wheelchairs/mobility aids on our aircraft, including the packing of your wheelchair’s battery for travel, as follows:
Wheelchairs/Mobility Aids with Non-Spillable Batteries
Wheelchairs or other battery-powered mobility aids with non-spillable batteries may be carried on our aircraft, provided that:
The battery is disconnected
The battery connections are taped down so they cannot connect together during flight; and
The battery terminals are protected from short circuits by covering the terminals, and battery is securely attached to the wheelchair or mobility aid.
Note: Wheelchairs/mobility aids with gel-type batteries do not require the battery to be disconnected provided that battery terminals are insulated to prevent accidental short circuits.
Wheelchairs/Mobility Aids with Spillable Batteries
Virgin Blue, Pacific Blue and Polynesian Blue currently are unable to accepted wheelchairs/mobility aids with Spillable batteries.
On the Aircraft
Transferring to the aircraft
You will be transferred into an aisle wheelchair to board the aircraft through an aerobridge where this is available. At airports with no aerobridge you will transfer into our aisle chair at the check-in counter or on the tarmac, you will then board the aircraft via the Disabled Person Lifter (DPL).
At the aircraft you will either:
For Travel on Domestic Services
Self transfer from the airport/aisle wheelchair to the aircraft seat; OR
If you are unable to self transfer and your weight is under our health and safety weight limitations (130kg) we will assist you with the use of slide board and slide sheet.
If you are unable to self transfer and your weight exceeds our health and safety weight limitations (130kg), you will need to arrange an Assistance Person in each domestic port or travel with a Carer (due to our obligations under Occupational Health and Safety Law). In this situation, we will assist with lower body transfers only (guidance of the torso and/or legs whilst transferring). You must provide a Carer or Assistance Person to perform upper body transfers or lifts.
For Travel on International Services
Self transfer from the airport aisle wheelchair into the aircraft seat; OR
If you are unable to self transfer and your weight is under our health and safety weight limitations (130kg) we will assist you with the use of slide board and slide sheet.
If you are unable to self transfer and your weight exceeds our health and safety weight limitations (130kg), you will need to travel with a Carer (due to our obligations under Occupational Health and Safety Law). In this situation, we will assist with lower body transfers only (guidance of the torso and/or legs whilst transferring). You must provide a Carer to perform upper body transfers or lifts.
Please Note: A transfer is determined as movement between your wheelchair to an airport/aisle wheelchair and from an airport/aisle wheelchair to an aircraft seat and vice versa using the slide board and slide sheet. Guidance includes guiding your upper torso (shoulders) and legs while you are being transferred using the slide board / slide sheet combination
During Your Flight
Due to aircraft restrictions, we are unable to provide on board aisle chairs to use during flight. Please note that we are unable to assist with toileting requirements on board, including getting you to/from the toilet.
On Arrival
On arrival you will be supplied with a wheelchair (manual self-propelled or motorised where available) or your own manual wheelchair upon request.
Travelling as a Vision or Hearing Impaired Guest
The safety and comfort of our Guests is extremely important to us, so we like to know in advance if any of our Guests are sight or hearing impaired.
How to Book
You must make your bookings for hearing or vision impaired Guests (travelling with or without a Guide dog) through our Guest Contact Centre (booking fee waived for Special Needs guests).
Guests who are deaf or who have a hearing or speech impairment can call Virgin Blue for information and reservations via the National Relay Service, 24 hours a day, 7 days a week.
TTY users phone 133 677 (or +61 7 3815 7799 if calling from outside Australia) then ask to be connected to Virgin Blue on 136 789 and request options 1, 1, 3, 5.
Speak and listen (speech-to-speech relay) phone 1300 555 727 (or +61 7 3815 7799 if calling from outside Australia) then ask to be connected to Virgin Blue on 136 789 and request options 1, 1, 3, 5.
Guests using internet relay, connect to the National Relay Service (see relayservice.com.au for details) (Australian residents only) then request to be connected to Virgin Blue on 136 789 and request options 1, 1, 3, 5.
We will ensure that information is included in your booking to ensure our Team Members at the airport and onboard are aware of any assistance you may require.
Please refer to additional information below, if you are travelling with a guide dog or assistance animal.
At the Airport
We can provide you a Meet and Assist Service if you need assistance within the airport. On your arrival at the airport, make this known to the team members in the check-in area.
We are able to provide visual aids at check-in to ensure you are able to understand the responsibilities in regard to dangerous goods.
Let us know whether you lip read or would like a member of our team to use a pen and paper or to speak louder, as we would like to provide you with the best service possible.
Our team members will let you know when pre-boarding is commencing and, if you prefer, take you to the aircraft door or seat.
Flight Arrival and Departure screens are visible throughout the airport terminal and are kept up-to-date in case there are any flight time or gate changes, as well as announcements for vision impaired Guests.
We are unable to assist with kerb-side assistance outside the terminal and recommend you travel with or have a companion to assist you, if you require this level of assistance.
During your flight
You will board first and be provided with an individual safety briefing and our crew will certainly be aware of your location on the aircraft, if you have communicated to us in advance that you are deaf, blind or hard of hearing or sight.
We also provide Braille and Large Print Safety Instruction Manuals onboard all aircraft
Call bells are available onboard the aircraft if you require the attention of crew at any time before or during the flight when the illuminated seatbelt sign is not lit. This is located on the control panel above your seat.
We provide a complimentary In-flight magazine - Voyeur.
On Arrival
At your request, we can assist you with Virgin Blue or Pacific Blue flight connections or assist you to the baggage carousel.
Guests Travelling with a Guide Dog in the Cabin
Virgin Blue and Pacific Blue accept all certified/registered Guide Dogs accompanying a Guest who is visually or hearing impaired at no charge. However, please note that a maximum of only two Guide Dogs can be accommodated on each of our flights.
Guide Dogs
Guide Dogs are defined as a dog that is accompanying a Guest who is visually or hearing impaired
Guide dogs must be trained and accredited by their applicable Australian Guide Dog Association under the banner of Guide Dogs Australia
Guide dogs (including Guide dogs in training) are permitted in the cabins of all our aircraft when they are travelling with their owner and the owner is entirely dependent on the guide dog for mobility. There is no charge for guide dogs travelling with their owners on our flights
The Guide Dog must have a medallion on their collar with their guide dog registration number
Important information for Guide Dogs travelling in the Cabin
Only two Guide Dogs can be accommodated on each of our flights
We accept all certified/registered Guide Dogs accompanying a guest who is visually or hearing impaired at no charge
The Guide Dog must be fully trained or if in training, it must be harnessed and accompanied by a trainer
You will need to supply a suitable restraint for the dog in-flight
The dog must be seated on an absorbent mat for the duration of the flight which is to be supplied by the Guest or available at check-in on the day of travel for domestic flights only. Guests travelling internationally must supply their own mat
Service Dogs
How to Book
You must make your bookings for travelling with an Assistance Dog through our Guest Contact Centre (internet discount fare will be honoured).
Virgin Blue Flights
(For domestic Flights in Australia, International Flights to/from Indonesian, Solomon Islands, Papua New Guinea, Fiji & NZ (Wellington-Brisbane-Wellington NZ flights only)
An 'Assistance Dog' is a dog that accompanies its owner, being a person who suffers from a disability other than that of sight or hearing.
Virgin Blue will only accept Assistance Dogs that have been appropriately trained, sufficient to pass a public access test by one of the following organisations
Assistance Dogs Australia
Association of Australian Assistance Dogs (NQ) Inc
Australian Support Dogs
A.W.A.R.E Dogs
Canine Helpers for the Disabled Inc
All other animals must travel in the hold of the aircraft.
The owner of an Assistance Dog must carry a proof of identity card, showing the level of appropriate training attained, issued by one of the organisations listed above.
Pacific Blue and Polynesian Blue Flights
(For domestic Flights in New Zealand and all International Flights not listed above)
Pacific Blue and Polynesian Blue accept all types of Guide and Assistance Dogs.
Please note that Guide/Assistance Dogs travelling on international flights may be subject to specific quarantine requirements. Guests are responsible for ensuring all requirements are met prior to travel.
Independent Travel Criteria
The Virgin Blue Airlines Group welcomes all Guests, including unaccompanied minors, the elderly and those with disabilities and is committed to being your airline of choice. From time to time Guests may require assistance when travelling. On this page we aim to explain the assistance that we can provide during flight and what our Guests need to be able to do to travel independently.
Any Guest who:
is able to understand and respond to briefings about emergency procedures; and
does not require personal assistance during flight beyond that described below,
may travel unaccompanied.
There are also some additional matters you may want to consider when deciding whether or not to travel without a carer or companion who can assist you.
We encourage you to take the time to read the detailed explanation below.
Understanding and responding to briefings about emergency procedures
All Guests must be able to understand and respond to briefings about emergency procedures.
In applying this requirement, Virgin Blue acknowledges that there are many methods by which people can communicate. These include sign language, lip reading, Braille, using diagrams, communication boards and other electronic means.
You do not need to be able to speak English. You must, however, be able to understand the substance of an emergency briefing given to you by our Cabin Crew and give some form of acknowledgement that you have understood it. The acknowledgement can be in any form you choose – so long as it reasonably conveys to our Cabin Crew that you have understood the substance of the emergency briefing given to you.
If you cannot understand and respond to briefings about emergency procedures, you must travel with a carer or companion who can assist you. The carer or companion must be physically and mentally able to assist you to carry out this task.
Personal assistance during flight
While we can of course assist you to transfer from a wheelchair to an aircraft seat (and vice versa) while the aircraft is on the ground, our aircraft do not carry aisle wheelchairs during flight and our Cabin Crew are unable to lift you from your aircraft seat and carry you to the bathroom. We think our Cabin Crew are super people - the most willing, happy and helpful in the sky - but we have to concede that doesn’t extend to them having super human strength.
And because of the schedule of routine duties required of them during flight, our Cabin Crew are unable to assist you with the use of the bathroom facilities. So, if you think you will need to go to the bathroom during flight and will need to be carried there, or require assistance with using the bathroom facilities, we require you to make your own arrangements to cater for that (e.g. you may choose to travel with a catheter or with another person who can assist you). Of course, if you are blind or have low vision, our Cabin Crew can explain where you are seated in the cabin and where the bathrooms (and exit doors) are.
Similarly, while our fantastic Cabin Crew are well trained in a broad range of skills (including emergency first aid), they are unable to administer personal medication to our Guests.
Our Cabin Crew are happy to assist you locate food and drink items during flight and can also open the packaging for you if that helps. However, again, because of all of the other routine duties required of them during flight, they are unable to assist you with the process of eating or drinking. We do hope you understand.
In summary, while there are a range of things we can and will do to assist you during flight, there are some things we are unable to assist with, including:
Using the bathroom facilities, including lifting to/from the toilet;
Administering medication; and
Food and beverage consumption.
So, if you need to do any of these things during flight and cannot do so without assistance, we require you to travel with a carer or companion who is able to assist you.
It is important to note that we want to give you every opportunity to make your own choices. So, if you are taking medication and require assistance to administer it or would require lifting to get to/from the bathroom etc but feel that you will not need to do these things during your flight, then we are happy for you to fly alone. However, if there is no way for you to avoid doing these things during flight we do hope you will understand that you must travel with a carer or companion who is able to assist you.
Additional matters to consider
We want to give you every opportunity to make your own choices and that is why this section explains the level of assistance that Virgin Blue can provide in an emergency. These questions are not intended to prevent you from travelling independently. They are intended to inform you about the limits on the assistance that can be provided in such circumstances and what it could mean for you. Ultimately, it is up to you to decide whether or not, being fully informed of the facts, you wish to travel independently. Please consider the information set out below:
Can you put on an aircraft seatbelt?
Putting on an aircraft seatbelt is similar to putting on a car seatbelt. However, in an aircraft there is no shoulder strap. We have lap restraint seatbelts only.
What you need to consider:
Your seat belt needs to be fastened during take off and landing, during turbulence and in other emergency situations.
While our Cabin Crew are happy to help with putting your seat belt on prior to departure and unlocking it after arrival, we cannot guarantee that they will be able to do this in an emergency. There are several reasons for this, such as, it may be unsafe for Cabin Crew to do so or because they may be performing other safety tasks.
Therefore, if your seat belt comes undone during flight it will be your responsibility to request assistance from Cabin Crew to do it up again. But again, we ask you to understand that there may be times when Cabin Crew members are unable to provide assistance to perform this task (i.e. during an emergency).
So for your safety, if you cannot put on your seatbelt, you may wish to travel with a carer or companion who can help you do this in an emergency.
Can you put on an aircraft oxygen mask?
Putting on an aircraft oxygen mask involves reaching for a mask that will be at about head height when seated. You then need to put it over your mouth and secure it by pulling the elastic straps. Although it can be done with one hand, that is difficult. We recommend that two hands be used to do it.
What you need to consider:
You may need to put on an oxygen mask during turbulence or in other emergency situations and we cannot guarantee that Cabin Crew will be able to help you do this in an emergency situation. Again, there are several reasons for this, such as, it may be unsafe for Cabin Crew to do so or because they may be performing other safety tasks.
So for your safety, if you cannot put on an oxygen mask yourself, you may wish to travel with a carer or companion who can help you do this in an emergency.
Can you put on an aircraft lifejacket?
Putting on an aircraft lifejacket involves:
Reaching for the life jacket under your seat;
Removing it from the plastic pouch;
Unfolding it and placing it over your head;
Passing the straps around your waist; and
Clipping the ends together and pulling the toggles to inflate.
Although it can be done with one hand, we recommend that two hands be used to do it.
What you need to consider:
If you tell us in advance, we can put a life jacket in the seat pocket in front of you if you like. Whatever the case, you may need to put it on in an emergency. We cannot guarantee that Cabin Crew will be able to help you do this in such a circumstance because of the reasons detailed above.
So for your safety, if you cannot put on a life jacket yourself, you may wish to travel with a carer or companion who can help you do this in an emergency.
Important information
If you provide us with incorrect or insufficient information, and under the guidelines set out above you are required to travel with a carer or companion (that is, you are unable to understand and respond to emergency briefings, or you require personal assistance beyond that described above) but do not arrive at the airport with a carer or companion, we respectfully reserve the right to decline your travel until you have someone available to accompany you. Of course, if this does occur, we may rebook you on a later flight at no charge.