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special assistance & needs

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

Tigerair will provide assistance, as far as is reasonably possible and in accordance with this Policy, to our customers who need help in order to travel with us. We will do so in a dignified and non-discriminatory manner, within the constraints of available resources.
If you require special assistance when travelling with tigerair, please notify tigerair via the call 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.
Passengers with special requirements may travel alone provided the below requirements are met before they can be accepted on the flight.

A passenger may travel unaccompanied if they:

  • Are able to understand and respond to briefings about emergency procedures; and
  • Do not require personal assistance as described below during the flight.
  • Our crew are not able to assist with the following:
  • Using the bathroom facilities, including lifting to/from the toilet;
  • Administering medication; and
  • Food and beverage consumption.

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

Disability Access Facilitation 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.

Currently any wheelchair that is over 30kg cannot be carried due to Occupational Health and Safety Regulations unless they can be broken into 30kg segments.

You must advise us whether you are able to board using steps or whether you require a wheelchair from check-in to the aircraft.

Ambulatory Lift

In the absence of an aerobridge at certain ports, we may need to make arrangements in advance for a lifting device or other facilities (subject to availability) to enable you to board, at both the port of origin and destination.

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 call 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
Please refer to page 11 of the disability access facilitation plan for information on the service and assistance dog policy.

Travelling with fractures

 

fractures
medical condition travel restrictions medical clearance required
fractures - upper limb

<24 hours

Not accepted for travel

>24 hours permitted for travel.

  • A Doctors medical certificate stating the date the cast was applied, the absence of neurovascular compromise and fitness to fly is required if travel is within seven (7) days of cast application.
  • No split of cast is required.
fractures - lower limb

<48 hours

Not accepted for travel

>48 hours permitted for travel.

  • A Doctors medical certificate stating the date the cast was applied and fitness to fly is required if travel is within seven (7) days of cast application.
  • If the limb is plastered above the knee you will be required to purchase three (3) seats in total.
  • No split of cast is required.
fractures - fingers and toes fractures - fingers and toes
  • A Doctors medical certificate stating the date the cast was applied and fitness to fly is required if travel is within seven (7) days of cast application.
  • No split of cast is required.

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

Pregnant women must have completed their journey in full by the end of the 34th week of pregnancy.

If the passenger is between 30 and 34 weeks pregnant, a medical certificate obtained from a doctor or midwife is required to confirm that she is fit to travel before she is accepted onboard the flight.

For tigerair Australia the certificate must include:

  • The estimated due date;
  • The absence of complications;
  • The passenger's fitness to fly for the duration of the flight booked; and
  • It must be dated no more than 14 days prior to travel unless stated on the medical certificate that the passenger is fit to travel for a certain period and as long as the travel date is not past the 34th week

Flying is not permitted from the beginning of the 35th week onwards.

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.

You must contact our call centre to arrange such bookings.

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 call centre no later than 5 days prior to departure.

The CARES restraint is approved for use on our aircraft and our crew 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

Passengers requiring an extra seat

If you wish to purchase an adjacent seat (for extra comfort), please contact our call 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 may be carried on board provided it meets cabin luggage limitations and is not classified as "dangerous goods" under the IATA Dangerous Goods Regulations.

This applies in particular to any type of oxygen generating equipment.

Approval for carriage of such equipment must be obtained through the call 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 call 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 the call centre.

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