The safety and comfort of our Guests is extremely important to us, so if you have a sight or hearing impairment and the effect of that is that you will require special, “individual” assistance at the airport or during flight, we ask that you tell us about that in advance. That way, we can plan for your arrival and ensure that your travel with us is safe and hassle free.

How to Book

Bookings for vision impaired Guests travelling with a Guide Dog or for vision impaired or hearing impaired Guests who require special assistance must be made through our Guest Contact Centre (booking fee is waived for Special Needs guests).

You may make bookings on-line for vision impaired Guests if the Guest is not travelling with a Guide Dog or for vision impaired or hearing impaired Guests who do not require any special assistance at the airport or during flight.

• Guests who are hearing impaired or who have a speech impairment can call Virgin Blue for information and reservations via the National Relay Service, 24 hours a day, 7 days a week.

• 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.

Services

There are a broad range of services that we can provide to assist you within the airport and during flight. Please discuss your requirements with our Guest Contact Centre agents at the time your booking is made. As a guide, the services we can provide include:

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.

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

Please prepare the Guide Dog for the journey by exercising and limiting its fluid intake for several hours before boarding the aircraft.