Passengers Requiring Special Assistance

We provide assistance based on your individual needs. Depending on your situation, this may include:

• Wheelchair assistance within the terminal.
• Help boarding or leaving the aircraft.
• Assistance getting to your seat.

We will work with you to understand what level of support is right for you.

You only need to travel with a carer if you are unable to manage essential personal care or safety requirements during the flight. This includes situations where you cannot independently:

• Use the toilet or manage personal hygiene.
• Eat or take medication.
• Move to and from your seat, even with staff assistance.
• Fasten or unfasten your seatbelt.
• Use safety equipment such as an oxygen mask or life jacket.
• Understand or respond to safety instructions.
• Communicate your needs to crew.

If a carer is required, they must be seated next to you and be capable of assisting throughout the journey.

If you are travelling with a carer or companion and your bookings were made separately, it is important to let us know before your flight. When bookings are made under different reference numbers, our team may not automatically know that you are travelling together. This means we may not be able to:

• Seat you together
• Allocate a carer next to you (where required)
• Prepare the right level of assistance in advance

To avoid this, please contact our Reservations team as soon as possible so we can link your bookings and make the appropriate arrangements. 08 6155 4500 or reservations@nexusairlines.com.au

Yes. Many passengers travel independently but benefit from some assistance. You can request help with:

• Getting through the airport.
• Boarding or disembarking the aircraft.
• Moving to your seat.

The most important thing is to let us know what you need. We will talk through the options with you and make arrangements to support your journey.

You can advise us:

• When making your booking.
• Before you travel.

Providing details early will help ensure the right support is available for you on the day.

Yes. If you have requested assistance but decide you no longer need it, you can let our team know at check-in. It is always better to request assistance in advance, just in case, and then adjust on the day if your needs change.

Our team will always work with you to provide the right level of support based on how you feel when you travel.

Assistance from the taxi or drop-off point into the terminal is generally managed by the airport rather than by the airline. At some airports, including Perth, this type of assistance is often not provided due to health, safety and insurance requirements. If you need help from the entrance through the terminal, we recommend:

• Travelling with a companion if possible, or
• Making your way to the airline check-in counter or an assistance point, where our team can then support you.

If you are unsure what assistance is available at your departure airport, feel free to contact us before your journey.

Yes. If you require extra time or assistance, you will usually be invited to board before other passengers. This allows you to:

• Settle into your seat comfortably.
• Receive any assistance you require.
• Avoid rushing during the boarding process.

Our aircraft are boarded using built-in stairs (known as airstairs), which are steeper than standard stairs and may feel different to what you are used to. To help make boarding safer and easier:

• Handrails are available along most of the staircase.
• A clearly marked yellow step is placed at the base to help with the first step onto or off the aircraft.
• Our team are positioned nearby to assist if needed.

If you have difficulty with stairs, reduced mobility, or would simply prefer not to use them, please let us know in advance. We can arrange alternative boarding options, including:

• A wheelchair lift (access via the rear aircraft door).
• Additional assistance from our ground crew.

The most important thing is that you feel safe and comfortable, so if you are unsure, please get in touch before your flight and we will talk through the best option for you.

In most cases, you will be seated in your allocated seat. However, your seating may be adjusted to ensure your safety and comfort. For example:

• Passengers requiring assistance cannot sit in emergency exit rows.
• You may be seated in a location that makes it easier to access your seat or receive assistance.
• If you are travelling with a carer, you will be seated together.

If any seating adjustments are needed, our team will talk this through with you and ensure the arrangement works for your needs.

Yes, our Q400 aircraft are equipped with a toilet onboard for passenger use. Please note that access may be more restricted than on larger aircraft, so if you require regular or assisted access, you should consider whether you are able to manage this independently or need to travel with a carer.

An onboard aisle wheelchair is available to assist passengers when boarding and disembarking, however it is not available throughout the flight.

Our crew can assist with moving you to and from your seat using approved methods, however they are not able to provide lifting or full physical assistance. If this level of support is required, a carer must travel with you.

No. We do not refuse travel based on disability or reduced mobility. However, travel may be restricted in rare cases where:

• It is not physically possible due to aircraft limitations, or
• There is a safety risk that cannot be managed.

If there are any concerns, we will discuss them with you in advance.

Yes, in many cases you will need medical clearance after surgery before you are able to travel. This is to make sure it is safe for you to fly and that your condition won’t be affected by the aircraft environment. You may need a medical certificate if:

• You have recently had surgery or been hospitalised.
• There is any doubt about your fitness to travel.
• Your condition could worsen during the flight.

The certificate should confirm that you are fit to fly and may need to be presented at check-in. If you are unsure, we recommend speaking with your doctor and contacting our team before booking or travelling.

If medical clearance is required, you must bring:

• A valid medical certificate confirming you are fit to fly.

It is also recommended that you:

• Carry any medication in your hand luggage.
• Keep relevant medical information easily accessible.

Yes, most pregnant passengers can travel safely. General guidelines:

• Single pregnancy (no complications): Travel up to 40 weeks.
• Multiple pregnancy (no complications): Travel up to 36 weeks.
• From 28 weeks onwards for all pregnancies: a medical certificate is required.

You should consult your doctor before travelling. After birth:

• Travel within 7 days requires medical clearance.
• Infants under 7 days old also require a medical certificate.

In many cases, yes. This includes equipment such as mobility aids or support devices. However:

• Some equipment may require prior approval.
• Certain items may require additional safety checks.

We recommend letting us know in advance so we can confirm what is allowed and make arrangements if needed.

Yes. Accredited service animals (such as guide dogs, hearing dogs or assistance animals) are welcome to travel with you in the aircraft cabin, provided they meet safety and regulatory requirements. You must let us know before you travel if you will be bringing a service animal. This allows us to:

• Confirm that all requirements are met.
• Make appropriate seating arrangements.
• Ensure a safe and comfortable experience for everyone onboard.

Providing advance notice (ideally at least 48 hours) is strongly recommended.

Let us know your needs as early as possible. Every passenger is different, and the best way we can support you is by understanding your requirements in advance. If you are unsure about anything, we are here to help.