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special assistance & needs

If you require special assistance on your flight, we’ll be more than happy to help.

Tigerair Australia is committed to providing safe, affordable and reliable air travel with friendly service for all of our customers, including those with specific needs.

Our customers remain at the heart of everything we do and we acknowledge that some of our customers may require additional assistance throughout the booking, check-in and/or inflight experience. For customers with a disability or specific need, we aim to provide a seamless experience throughout their entire journey.

If you require special assistance when travelling with Tigerair, please notify Tigerair via the Customer Contact Centre at the time of your booking. In any event, you must notify us at least 5 (five) days before the intended departure date of your requirements. Failure to notify us of your requirements may result in the service being unavailable on arrival at the airport and being denied carriage.

Some customers may require assistance during boarding, disembarking or whilst on board the aircraft outside of the capabilities of our staff. When customers are required to travel with a carer or companion/ safety assistant, the carer or companion/safety assistant will be required to purchase their own ticket for the journey.

Tigerair Australia will ensure the customer and their carer or companion/safety assistant are seated together for the duration of their flight(s).

Customers travelling with a carer or companion/safety assistant are unable to be seated in the emergency exits rows as per safety and legislative requirements. This also applies to the person acting in the role of carer or companion/safety assistant.

If you need to do any of these things during a flight and cannot do so without assistance, we require that you travel with a carer who is able to assist you. The carer must be at least 15 years of age and is able to assist the passenger with his/her personal needs, including when there is a ground or in-flight emergency.

For safety and security reasons, Tigerair has a limit on the number of passengers requiring special assistance per flight and Tigerair is also not able to seat these passengers in an exit row. 

Please refer to the Customer Accessibility Action Plan for more information

Wheelchairs

The passenger’s personal wheelchair will be carried free of charge, in addition to their normal baggage allowance. However, the wheelchair must be checked in.

Wheelchairs that are powered by sealed, non-spillable batteries will be accepted for carriage. Wheelchairs with un-sealed, spillable batteries will not be accepted. All powered wheelchairs must comply with relevant battery connection/disconnection requirements and must be checked through.

*Please also see wheelchair and mobility devices information and limitations information on pages 8 and 18 of the Customer Accessibility Action Plan.

Ambulatory Lift

A Disabled Persons Lift (DPL) is used to assist customers unable to access the aircraft via stairs (for example, where an aerobridge is not available). Customers are welcome to remain in an aisle wheelchair to be raised into the aircraft or, when able, to stand in the DPL with the staff member and companion or carer. Use of this equipment is facilitated by our ground crew, who have been trained in its proper use.

For more information please contact our Customer Contact Centre on 1300 174 266.

Continuous Positive Airway Pressure (CPAP)

Customers may travel with CPAP machines on all Tigerair flights provided they are carried in the cabin. Customers must carry sufficient batteries to last the entire journey. This includes the duration of the flight, all ground time before and after the flight, any other sectors to be flown and any unexpected delays.  CPAP machines must be operated with battery power, customers must have enough spare batteries to operate the CPAP machine for 150% of the total expected travel time. Any spare batteries must meet Company dangerous goods requirements. CPAP machines do not form part of the customer’s baggage allowance.

Customers must complete the Personal Medical Equipment Form – CPAP Machine at least five (5) days prior to travel and e-mail it to priorityassistance@tigerair.com.au.

Customers will be contacted by Customer Contact Centre within 48 hours of submitting the form. Customer Care will review the form and ensure the device meets Company requirements. Customer Care will return the form to the customer.  Customers must carry a copy of their approved form on each sector of their journey to present to Ground Services at check-in and to Cabin Crew during boarding. 

The customer or carer must be able to operate the CPAP machine and mask without crew assistance.

Oxygen Concentrator

Tigerair accepts oxygen concentrator units that are battery operated only. Customers must carry a copy of a medical certificate from their treating doctor if they intend to use an oxygen concentrator onboard. The customer will be required to carry the medical certificate so this can be sighted by Ground Services at check-in and by Cabin Crew during boarding.

The following details must be included on the medical certificate and must be dated no more than 10 days prior to travel. The medical certificate must state:

• The customer is fit to travel; and
• Include details of their required use of oxygen during the flight.

Tigerair accepts carriage of approved Oxygen Concentrator Units on all domestic flights. Bookings must be made through the Customer Contact Centre at least five (5) days prior to the date of travel.

For more information please contact our Customer Contact Centre on 1300 174 266.

Slide Board and Slide Sheet

To assist passengers requiring mobility assistance onboard the aircraft the Company will provide ‘slide boards’ and ‘slide sheets’ as an option to assist and aid passengers requiring transfer from wheelchair to an aircraft seat and vice versa.

Please contact our Customer Contact Centre at least Five (5) days before departure so that our staff are aware and can provide the necessary assistance.

For more information please contact our Customer Contact Centre on 1300 174 266.

Stretchers

Tigerair does not accept stretchers in the cabin.

Visual impairment

Persons with visual impairment may travel on Tigerair Australia flights, either independently or accompanied by a carer. Passengers travelling independently must be able to take care of their personal needs. This includes being able to self-toilet, administer their own medication and eat or drink without assistance.

Please contact our Customer Contact Centre at least 5 (five) days before departure so that our staff are aware and can provide the necessary assistance. This includes:

  • Assistance with seat assignment if required
  • Providing individual safety briefings
  • Assisting with identifying and opening meal packaging during the flight

Hearing impairment

Persons with hearing impairment may travel on Tigerair Australia flights independently. Passengers travelling independently must be able to take care of their personal needs. This includes being able to self-toilet, administer their own medication and eat or drink without assistance.

Service dogs (Australia - Domestic)

What is a Service Dog?

A Service Dog is trained to provide assistance to a person with a disability. Service dogs include guide dogs, hearing dogs and assistance dogs.

Guide and Hearing Dogs on Domestic flights

Certified and registered guide / hearing dogs are welcome on board Tigerair Australia flights when accompanying a customer who has a vision or hearing impairment.

Bookings must be made at least five (5) days prior to your intended departure date.  Please note that the standard fee to book through the Tigerair Australia Customer Contact Centre will be waived and internet specials will be honored. Please ensure you discuss this with your Customer Contact Centre Agent when making your reservation.

Please refer to the Customer Accessibility Action Plan for information on the service and assistance dog policy.

Travelling with fractures

Please ensure you arrive at the airport with at least two (2) copies of your medical certificate.  The medical certificate will need to be sighted by our ground crew at check-in and by cabin crew when boarding the aircraft.

Travelling during pregnancy

Please view the below information surrounding pregnancy requirements for travelling on Tigerair including where medical certificates from your Doctor or Midwife are required: 

 

 

The following details must be included on your medical certificate from your doctor or midwife and must be dated no more than 10 days prior to travel for each sector flown:

  • The estimated due date;
  • Single or multiple pregnancy;
  • The absence of complications; and
  • Your fitness to fly for the duration of the flight/s booked.

You will be required to carry the medical certificate so this can be sighted by our Ground Services team at check-in and by Cabin Crew during boarding.

If you have any questions surrounding travelling during pregnancy please contact our Customer Contact Centre

CARES Child Restraint

Tigerair Australia does not provide but accepts the Cares Child Restraint onboard our aircraft. This device must have the original label intact and must be used in accordance with the operating instructions. Passengers must ensure an extra seat is purchased for the use of the device.

Passengers who wish to use their own CARES restraint on board for passengers with special needs must contact the Customer Contact Centre no later than 5 days prior to departure.

The CARES restraint is approved for use on our aircraft and our crew members are trained to check its instillation onboard.

The restraint attaches to a regular seat to become a safe and comfortable harness for children and weighs only 500 grams.

The restraint is designed for use by toddlers aged between 1—5 years and 10-20 kilos who are up to 102cm tall.

For more information on the CARES restraint please visit www.kidsflysafe.com and to purchase in Australia please visit www.littlegulliver.com.au

Passenger Upper Body Torso Harness (TRSO)

All Tigerair aircraft are equipped with an upper torso harnesses to provide additional support and restraint in an aircraft seat. The upper torso harness can provide assistance for both adults and children above the age of two (2) years. Please note only Tigerair provided upper torso harnesses can be used in the cabin.  Should you require this assistance, please contact our Customer Contact Centre no later than five (5) days prior to departure.

For more information please contact our Customer Contact Centre on 1300 174 266.

Passengers requiring an extra seat

If you wish to purchase an adjacent seat (for extra comfort), please contact our Customer Contact Centre. The additional seat will be charged at the lowest available rate at the time of making the reservation. Please note that there is no additional carry-on or checked baggage allowance associated with purchasing an additional seat.

Carry on medical equipment

Life supporting medical equipment including Oxygen Concentrator units and Continuous positive airway pressure (CPAP) machines may be carried on board as cabin baggage provided it is not classified as “dangerous goods” under the IATA Dangerous Good Regulations.

Please see for more information please see dangerous goods/ prohibited items section of the website.

This applies in particular to any type of oxygen generating equipment. Approval for carriage of such equipment must be obtained through the Customer Contact Centre at least 5 (five) days before departure.

Medical syringes

If for medical reasons, passengers need to inject themselves during the flight (e.g. diabetics) they are permitted to carry syringes in the cabin. They will be asked to produce appropriate medical evidence (such as a doctor's letter) when they check-in and at security screening points. This should be kept with them at all times.

Medically fit for travel

All passengers must be medically fit to travel in order for Tigerair to accept them for carriage. If a passenger is suffering from a serious illness or a communicable disease, or has had recent surgery then please call our Customer Contact Centre for more information. A medical clearance form may be required from your doctor. 

If travelling on an International flight please ensure you arrive at the airport with at least 2 copies of your medical documentation. This will need to be sighted by our ground crew at check in and retained by you; the second copy is to be handed to the cabin crew member when boarding the aircraft.

Further information

If your concern or need has not been answered by this information, please contact our Customer Contact Centre.