Guests whose specific assistance needs requirements are listed below and who are not flying within the next 24 hours can now book direct via the Virgin Australia website.
Wheelchair required:
Travelling with:
*Transfers from your wheelchair to an airport/aisle wheelchair and from an airport/aisle wheelchair to an aircraft seat are performed using an option of approved methods of transfer provided by Virgin Australia.
If you have a connecting flight with another airline, you will need to check and comply with their guidelines for guests with specific assistance needs.
Virgin Australia accepts guests requiring wheelchair assistance, however the number of such guests accommodated on any specific flight may vary depending upon operational and safety requirements.
Where you envisage that wheelchair assistance is required on your flight, we highly recommend you to notify us as soon as possible about your specific requirements.
In determining how many passengers requiring wheelchair assistance we are able to carry on each flight, we take into consideration the following:
Where Virgin Australia is unable to accommodate your needs or your accompanying equipment, we will offer an alternative Virgin Australia flight.
Virgin Australia also accepts guests travelling with their own mobility aids/devices such as walker frames, 2, 3, and 4-wheeler frames, Zimmer frames, and knee scooters.
Guests may choose to use their mobility device all the way to/from the aircraft door (where safe to do so), or simply check in the device if preferred. For acceptable device size dimensions, please refer to the maximum dimensions table below.
If you also require wheelchair assistance required for your flight, we highly recommend you notify us as soon as possible about additional specific requirements.
To reduce the risk of damage to your mobility aid, and to our aircraft, there are restrictions that apply.
Important note: If your mobility aid exceeds the maximum dimensions or weight limit, please contact the Guest Contact Centre on 13 67 89 at least 72 hours prior to your proposed travel date to discuss your options.
Details of the maximum wheelchair size and weight allowed on board by aircraft type.
Dependent on port specific capabilities, we may only be able to provide assistance in certain circumstances. The following mobility assistance equipment is available when travelling with us, provided that it has been previously arranged at the time of booking:
If you fit within our health and safety weight requirements for transferring 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 vice versa) with use of the slide board and slide sheet or manual transfer sling or Eagle where available.
If you weigh more than 130kgs and require assistance with transfers you will need to arrange a Carer for travel on domestic and international flights. Where required, team member may assist with guidance of the torso and/or legs while transferring.
Note: 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 vice versa) utilising the slide board and slide sheet, or manual transfer sling or Eagle lift where available. Guidance includes guiding your upper torso (shoulders) and legs while they are being transferred during transfer.
We are unable to perform transfers other than in accordance with our slide board and slide sheet, manual transfer sling or Eagle lift methods.
Virgin Australia aircraft are equipped with upper torso harnesses to provide additional postural support and restraint in the aircraft seat.
If you require the use of an upper torso harness, please contact our Guest Contact Centre to make your booking.
Virgin Australia does not provide, but permits use of the selected Support Devices onboard for infants, children and guests with disabilities.
The Pre-Approved Support Devices are approved for use in most seats, pending legislative and fitting limitations. Additional information regarding pre-approved devices and seating requirements can be found in our Pre-Approved Support Devices List.
More information regarding support devices can be found on the Kids Fly Safe website.
If you are planning to travel with a Support Device onboard a Virgin Australia flight, we encourage you to contact our Guest Contact Centre at least 24 hours before departure.
A visual assessment of all devices will be conducted at check-in and onboard. All labels, supporting paperwork and operating instructions must be clearly visible and available for inspection by Virgin Australia staff, at all times.
Our priority is the safety of you, your family, our guests and crew. If it is determined that a particular device does not meet our requirements it must be carried as checked baggage.
Virgin Australia may provide mobility assistance to the airport terminal from kerbside. This will be subject to the availability of wheelchairs and staff on duty. Virgin Australia staff is unable to provide kerbside check-in or vehicle transfer assistance. Upon arrival at the airport, the guest must be accompanied by a companion who can notify Virgin Australia staff that a wheelchair is required at kerbside.
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:
You can either check in your manual wheelchair or self-propelled wheelchair for use within the airport – and we will provide you with an airport aisle wheelchair – or you can choose to take your own manual wheelchair to the boarding gate (where possible). Your wheelchair will then be stowed in the aircraft hold.
Due to security restrictions, only wheelchairs/mobility aids that have been taken through security screening on departure can be returned 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 will be handled as follows.
If your battery powered mobility aid (e.g. wheelchair) meets the Dangerous Goods requirements (e.g. measurements and battery types), you can check-in your battery powered mobility aid (e.g. wheelchair) for travel in the cargo hold. After your mobility aid has been checked in, we will provide you with an airport wheelchair or our team members will assist you in a motorised wheelchair to the boarding gate. You may also request to take your own battery powered mobility aid to the boarding gate (where possible). At your destination, your mobility aid can be collected from the arrivals carousel or if applicable at an international port, it will be provided at the arrivals door. Please ensure you advise us at the time of booking that you need to use one of our motorised wheelchairs, by completing the Specific Service Request form and selecting "wheelchair assistance".
Mobility aids with batteries (e.g. wheelchairs)
Batteries that power mobility aids (e.g. wheelchairs) are considered dangerous goods when carried by air. To be carried safely on an aircraft, the mobility aid must be correctly prepared. To assist with the correct carriage of your mobility device, it is recommended to carry a copy of the operator’s manual.
Battery types permitted in mobility aids which we accept on Virgin Australia Group aircraft are:
Batteries that are damaged, distorted, leaking, showing signs of corrosion, modified, not designed for the device, or identified as defective and recalled by a manufacturer are not permitted for carriage.
When preparing the mobility aid for air transport:
Where a battery is not adequately protected by the mobility aid design or must be removed to allow the device to be folded or otherwise prepared for air transport, it must be done in accordance with the instruction of the manufacturer.
Non-spillable or dry type batteries removed for transport must have the battery and terminals protected from damage and short circuiting and be carried in strong, rigid packaging provided by the user. The packaged battery will then be loaded in the cargo compartment with the mobility aid. One spare non-spillable battery or two spare dry mobility aid batteries suitably packaged is also permitted.
Lithium-ion batteries removed from the mobility aid (e.g. wheelchair) for transport must not exceed 300 Wh (watt-hours). One spare battery not more than 300 Wh, or two batteries, not more than 160 Wh each, are also permitted. The removed and/or spare batteries and terminals must be protected from short circuit and damage by placing each battery in a protective pouch and carried in the cabin.
Important (domestic only): Only wheelchairs/mobility aids that were taken through security screening on departure can be returned at the arrivals gate at your destination.