Disability Access in Australia

Disability Access Facilitation Plan for Australian Operations 

Air India's Disability Access Facilitation Plan for Australian Operations will help you understand how we assist travellers with disabilities who might need help at the airport or during the flight. It is towards our efforts to allow all our guests to travel in a dignified manner, without discrimination. We will extend assistance as much as possible and in accordance with these policies.

The ‘Facilitation Plan’ is not part of our ‘Conditions of Carriage’. Air India Limited reserves the right to amend this plan from time-to-time. You can read the most recent version of the facilitation plan on our website.

Reservations and Pre-flight Planning 

Passengers Who Require Special Assistance 

We want to ensure that your journey is comfortable and all necessary arrangements are made in advance. Passengers who require additional assistance at the airport or during the flight must notify us at the time of booking and at least three days prior to the intended departure date.

The Air India call centre number in Australia is + 61 3701 98270 and it is operational 24/7

It is important to note that for any bookings made online or via a travel agent, it is the traveller’s responsibility to notify us directly of their specific needs. This will ensure that the booking has all the relevant information for us to arrange appropriate degree of assistance.

Travellers with a hearing, speech, or vision impairment can also make reservations at our call centre through the National Relay Service. You will not be charged any fee for notifying the call centre.

Retention of Information 

Air India does not retain information regarding your special requests and travellers with special requests need to share this information for each booking.


Travellers' information is only disclosed to relevant employees and contractors for operational reasons and on confidential terms. Air India complies with the requirements of the Privacy Act. You can read our privacy policy on our website for more details.

Passengers with Limited Mobility 

Passengers requiring wheelchair assistance are required to report at least two hours before departure for seamless handling.

At the time of booking, they will need to share the level of assistance required:

  • Assistance from kerbside to check-in
  • Wheelchair from check-in to the aircraft
  • Assistance to board and disembark the aircraft
  • Details of any personal mobility aid they will be bringing

Air India reserves the right refuse to carry passengers in certain conditions.

You can get more information on flying with travellers with reduced mobility on our website.

When you share the right and complete information, it helps us make the required arrangements in advance to assist you at the airport of origin and destination.

Currently, Air India is unable to provide supervision for travellers who cannot travel alone, but we can provide limited direct assistance.

In accordance with safety requirements, the number of travellers requiring wheelchairs that we can have on board is limited. You can read more about this here. You can also talk to us for more information before booking.

Passengers with a Vision and/or Hearing Impairment 

You must let us know at least 3 days in advance if you have a vision or hearing impairment. This will ensure that the airport staff are prepared for your arrival with everything needed for your safety and convenience.

Traveling with a Service Dog 

Appropriately trained and certified service dogs may travel free of charge, subject to compliance with our policy. A service dog cannot occupy a passenger seat.

You need to check individual country regulations for carrying a dog and comply accordingly. You are required to present all necessary permits at the time of reservation.

Get more information on traveling with a service dog here or talk to us.

Passengers with Medical Conditions 

Most people with medical conditions fly on commercial aircrafts without difficulty. However, during the flight, the cabin air is pressurized and sometimes you may need precautions if you have a respiratory or heart problem.

Read more on flying with a medical condition here or talk to us.

Passengers Requiring an Extra Seat 

If your hand luggage is too big for the overhead bin of the cabin, an extra seat will help you enjoy your journey without compromising on the space. Standard fares for a passenger seat will apply in these cases. If you book a seat for your luggage, the maximum weight of the luggage must not exceed 75 kg/165 lbs per seat. The luggage will be subject to security clearances for carriage in the cabin.

As per safety regulations, if you have booked an additional seat, you will not be seated at emergency exit seats. Get more information on booking an extra seat here or you can talk to us. 

Traveling Without a Carer 

Currently, we are unable to provide supervision for travellers who cannot fly alone, but we can offer limited assistance. Passengers traveling alone must be independent so far as personal needs are concerned including being able to use the washroom, administer their own medication, eat or drink without assistance, be able to manoeuvre themselves from check-in to the boarding gate and, be able to evacuate unassisted in the case of a ground or in-flight emergency. Otherwise, a carer may be required.

Traveling With a Carer 

If you are going to travel with a caregiver, please let us know in advance so we may ensure that they are seated next to you. Please note that a carer must be physically able, independent, and a responsible person of at least 18 years of age, able to assist the traveller with their personal needs including helping with transfers to and from mobility devices and seating, and in the case of a ground or in-flight emergency. For safety purposes, we will not seat the traveller and their carer in an emergency exit row.

You must notify us at least 3 days prior to the travel date that a traveller with disability is traveling with a caregiver. The booking for the carer needs to be made at the same time as the booking for the passenger with the disability.

Seating Requests 

For your safety and comfort, you will be seated in the most appropriate seat available that is suited to your needs. We will do our best to accommodate all seating requests, but this may not be guaranteed for operational, safety or security reasons.

Please note that due to air safety regulations, any traveller who requires special assistance, has an injury, or requires a caregiver, cannot occupy exit row seats. 

Kerbside Processes 

If you need assistance at departure and on arrival, we can arrange a ‘meet and assist’.
Please refer to the Disability Access Facilitation Plan of the relevant airport for more information.

Check-in and Security Screening 


Air India check-in counter opens three hours prior to the scheduled time of departure and closes strictly one hour prior to departure.

It is recommended for travellers requiring additional assistance to arrive two hours before the scheduled time of their flight departure so we can make the best possible arrangements, subject to adequate details having been given to us.

Check-in Counters 

All check-in counters are accessible to travellers with disabilities. Even though the check-in counters are not at wheelchair height, our check-in staff is trained to accommodate your needs.

Please refer to the Disability Access Facilitation Plan of the relevant airport for more information on their terminal facilities.

Assistance at Check-in for Travellers with Limited Mobility 

Please ensure that you request for a wheelchair at the time of booking and confirm it before you travel, to help us to provide the best possible assistance throughout your journey.

Security Screening 

Air India is not a screening authority and is not responsible for any security screening activities in any Australian airport. Please refer to the Disability Access Facilitation Plan of the relevant airport for more information on their security screening rules.

Medical Equipment 

Access to Aircraft 

Assistance with Boarding and Disembarkation

In order to facilitate a smooth and dignified boarding, travellers with disabilities and/or requiring special assistance are requested to be at the boarding gate at least 60 minutes prior to departure as they will generally be boarded before other passengers.

In order to facilitate a smooth and dignified disembarkation, travellers requiring special assistance will be disembarked after all other passengers.

Direct Assistance 

Air India will provide limited direct assistance, as far as is reasonably possible and in accordance with our policy to our guests who need help in order to travel with us. We will do so in as dignified and non-discriminatory a manner as possible, within the constraints of our operation and available resources.

In case of Disruptions 

Every effort will be made to minimize the effects of disruptions such as flight delays and cancellations for travellers requiring additional assistance. It is recommended that travellers make themselves known to staff and to remain in the check-in or boarding gate areas, as required.

Service Delivery 

Staff Skills and Training 

Air India staff and crew undergo training in customer service delivery and disability awareness to meet the needs of all travellers including those requiring additional assistance.

Security Environment 

Please refer to the Disability Access Facilitation Plan of the relevant airport for further information.

Communication Strategies 

Feedback and Complaints 

We want to make your experience better and would love to hear your feedback including comments and/or complaints. You can find our customer case details here.

Expected Improvements

Air India is always looking to improve the ways in which we cater to the needs of our travellers with special needs. We will keep updating this facilitation plan and our policies from time to time.