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Specific Assistance


We understand that some Passengers may require specific assistance to enable them to travel with us. On selected routes, we offer various types of specific assistance for Passengers with reduced mobility and other specific needs.

If you require specific assistance, in order to provide the best possible service, we require advance notice of the type of specific assistance required prior to confirming your booking. If you elect to book with us via an Authorised Agent, the Authorised Agent can give us notice of the type of specific assistance you require prior to confirming your booking.

We respect the privacy of your information. Unless you ask us not to, we will endeavour to obtain information about your specific assistance needs once, and to retain it securely in accordance with our Privacy Policy.

On this page you will find the following information:

Alternatively learn more about Children, Dangerous Goods, Infants, Fitness to Fly, Medical Guidelines, Pregnant Passengers or Unaccompanied Minors.

Operational restrictions

The dimensions and features of our aircraft mean we are subject to operational restrictions not applicable in larger aircraft. These include:

  • not all mobility devices can be accommodated in the cabin of our aircraft due to space restrictions; and
  • our aircraft do not have sufficient cabin height to allow for safe manual lifting of some mobility devices.

A Disabled Passenger Lift (DPL) is for passengers who are unable to safely walk up and down the aircraft stairs, subject to the following:

  • flights operated by a Saab 340B Plus aircraft can cater for passengers who require the use of a DPL.
  • flights operated by a Metro 23 aircraft cannot cater for passengers who require the use of a DPL (refer to additional information below).
  • regardless of the aircraft type, some outports cannot cater for passengers who require the use of a DPL - Biloela, Inverell and Narrabri.
  • DPLs are not guaranteed to be available in the case of a diversion due to weather or other reasons.
  • requests to use a DPL must be made at the time of your booking, preferably with at least 48 hours prior notification.
  • to request use of a DPL please contact our Customer Service team at reservations@linkairways.com

For flights operated by a Metro 23 aircraft:

The effect of these operational restrictions is that Link Airways may not be suitable for all Passengers requiring specific assistance for travel. If you have any questions or concerns about our operational limitations, please contact us at reservations@linkairways.com

We are unable to allocate an exit row seat to people with a disability due to Civil Aviation Safety Regulations. If you have any questions about this, please contact us at reservations@linkairways.com

There may also be dangerous goods restrictions prohibiting the carriage of battery powered mobility aids. If you think this may apply to you or for further information, please contact us at reservations@linkairways.com

Check-in, boarding and disembarking

Please note that we do not provide assistance for you from the kerb to the check-in counter or from the baggage collection area to the kerb. If you require specific assistance, we recommend you arrive at the airport in order to complete your check-in procedures at least 90 minutes before your scheduled departure time, and no later than the Check-In Deadline of 30 minutes prior to your scheduled departure time.

Passengers with specific assistance requirements will generally board our aircraft before other Passengers. We ask you arrive at the nominated boarding gate for your flight no later than 30 minutes prior to your scheduled departure time so we have adequate time to assist you with boarding the aircraft, stowing any mobility aids (if applicable), providing safety briefings and ensuring you are comfortable and ready to fly.

Passengers with specific assistance requirements will generally be assisted with disembarking the aircraft after all other Passengers have done so. If you have any questions about this, please contact us at reservations@linkairways.com

Accompanying Passengers

We may require Passengers with special medical or mobility needs to travel with an accompanying Passenger. An accompanying Passenger is a fare paying Passenger who, in our reasonable opinion, can travel independently and is able to and will provide assistance, supervision, or both as is required for the particular customer they are accompanying. We do not generally consider Passengers under the age of 15 years to be an appropriate accompanying Passenger for a child.

In certain circumstances, we will require an accompanying Passenger escort a Passenger who is unable to self-care during a flight. An accompanying Passenger may be needed if:

  • the Passenger is unable to self-toilet;
  • the Passenger requires assistance to eat and drink during the course of the flight;
  • the Passenger will require medication during the flight but is unable to administer it themselves; or
  • there are cabin crew or operational limitations which may affect our ability to assist a Passenger with special medical or mobility needs.

Link Airways offers eligible Passengers and accompanying Passengers a 50% reduction off our available fares (normal Fare Rules apply). In order to obtain this reduction the booking for the Passenger and accompanying Passenger must be made at the same time and only via phone or email to our Call Centre (there is no Service Fee charged). To be eligible and process a booking our Call Centre will require a scan or image of the following (or equivalent):

  • a current Carer Concession photographic identification card issued by People with Disability Australia; or
  • a current Centrelink Pensioner Concession Card with blind entitlement; or
  • a current travel pass for Person with Vision Impairment issued by a state or territory authority.

If you are unsure whether you will need to travel with an accompanying Passenger (also refer to our Medical Fitness To Fly section), or to make a booking, please contact us at reservations@linkairways.com

Onboard our aircraft

Medical aids

Passengers who require the use of medical aids on board our aircraft are requested to provide us with notice of their requirements at the time of booking. Any applicable policies we may have in relation to the Passenger’s medical aids will be discussed with the Passenger at the time of booking but could include such things as:

  • policies in regards to authorisation for use in flight;
  • pre-departure inspection of any aids to be used in flight; and
  • policies requiring the use of battery operated medical aid equipment only.

Hearing aids and heart pacemakers are allowed.

Passengers who require the use of medical aids on board our aircraft are required to supply all of their own medical equipment, and to do so, subject to any applicable policies we may have in place in relation to the use of same on board our aircraft.

For further information in relation to the use of medical aids on our flights, please contact us on 1300 851 269 or email reservations@linkairways.com

Mobility equipment

Hand propelled mobility equipment such as walking sticks, crutches and a prosthetic device may be used from check-in through to boarding of the aircraft. Upon boarding, the mobility equipment will be stowed by our crew in either an overhead locker, an alternative storage space within the aircraft cabin or the hold and will be returned to you at disembarkation.

Fully collapsible walking frames, and in some instances, wheelchairs may be used from check-in through to boarding of the aircraft. Upon boarding, the item will need to be collapsed for storage in either an overhead locker, or an alternative storage space within the aircraft cabin or hold and will be returned to you at disembarkation.

For operational reasons, not all of our aircraft have the cabin space to safely stow collapsible mobility equipment. We will advise you at the time of booking, or at check-in, if your mobility equipment can be accommodated in the cabin of the aircraft or whether it will be required to be Checked Baggage.

Non-collapsible mobility aids are not permitted in the cabin of our aircraft. You will be required to check-in all non-collapsible equipment as Checked Baggage at the check-in counter and will be transferred to the nominated boarding gate for your flight in accordance with any specific assistance arrangements discussed with you at the time of booking.  Alternatively, you may choose to use your mobility equipment through to the nominated boarding gate for your flight, where it can be surrendered prior to boarding for stowage in the cargo hold of the aircraft.

For further information in relation to the use of mobility equipment on our flights, please contact us on 1300 851 269 or email reservations@linkairways.com

Oxygen assistive devices

In addition to your Cabin Baggage allowance Link Airways is pleased to accept the following assistive devices onboard: ventilators, respirators, continuous positive airway pressure (CPAP) machines, portable oxygen concentrators. Only those ventilators, respirators, or CPAP machines that are labeled by the manufacturer as “approved for air travel” can be operated aboard the aircraft. The following portable oxygen concentrators will be permitted to be operated aboard Link Airways aircraft: AirSep Life Style, AirSep Free Style, AirSep Freestyle 5, AirSep Focus, Inogen One, Inogen One G2, lnogen One G3, SeQual Eclipse, SeQual SAROS, SeQual eQuinox / Oxywell (model 4000), Phillips/Respironics SimplyGo, Phillips/Respironics SimplyGo Mini, De Vilbiss Healthcare Go, Invacare Solo 2, Inova Labs Lifechoice, Oxlife Independence Oxygen Concentrator, Delphi RS-00400 / Oxus Inc RS-00400, and VBox Trooper.

Please note the following prior to travel:

  • your medical practitioner will need to complete and sign a Medical Information Form, indicating your fitness for travel in accordance with our Medical Clearance Guidelines;
  • your must email the completed form to reservations@linkairways.com at least 72 hours before your intended travel;
  • if you do not have an approved Medical Information Form you may be denied boarding;
  • you (and or your accompanying Passenger) must know how to operate the equipment and ensure there is sufficient oxygen and battery life for the duration of your flight (including unscheduled delays);
  • we regret that we are unable to provide onboard electrical power; and
  • except for medical emergencies, our crew cannot provide inflight treatment.

Spare batteries must be transported in Cabin Baggage and individually protected to prevent damage and short circuits. In addition, each spare battery must not exceed the following quantities:

  • for lithium metal or lithium alloy batteries, a lithium content of not more than 2 grams; and
  • for lithium ion batteries, an aggregate equivalent lithium content of not more than 8 grams.

Lithium ion batteries with an aggregate equivalent lithium content of more than 8 grams but not more than 25 grams may be transported in Cabin Baggage if they are individually protected to prevent short circuits and are limited to two spare batteries per person.

You must comply with the following conditions to use the assistive device on board the aircraft:

  • you must be capable of hearing the unit’s alarms, seeing the alarm light indicators, and have the ability to respond to the various caution and warning alarms and alarm light indicators, or be traveling with someone who is capable of performing those functions for you;
  • you must ensure that the assistive device is free of oil, grease or other petroleum products and is in good condition free from damage or other signs of excessive wear or abuse;
  • only lotions or salves that are oxygen approved may be used by you when using the assistive device;
  • you must ensure that all assistive devices adheres to Link Airways Cabin Baggage restrictions. Batteries must be protected from short circuit and damage. When a battery-powered assistive device is carried onboard aircraft as Cabin Baggage and is not intended to be used during the flight, the battery must be removed and packaged separately unless the assistive device contains at least two effective protective features to prevent accidental operation during transport.

For further information in relation to travelling with oxygen on our flights, please contact us on 1300 851 269 or email reservations@linkairways.com

Oxygen cylinders

In addition to your Cabin Baggage allowance Link Airways is pleased to accept 5kg “C” size oxygen cylinders for use or carriage in the cabin, provided that the cylinder is contained in a BOC Oxycare Travel Pack, Supagas Airline Travel Bag or Air Liquide Travel Pack which can be hired or purchased from these various companies. If more than 1 cylinder is required inflight, each cylinder must have its own regulator fitted and liquid oxygen may not be carried.

Please note the following prior to travel:

  • your medical practitioner will need to complete and sign a Medical Information Form, indicating your fitness for travel in accordance with our Medical Clearance Guidelines;
  • your must email the completed form to reservations@linkairways.com at least 72 hours before your intended travel;
  • if you do not have an approved Medical Information Form you may be denied boarding;
  • you (and or your accompanying Passenger) must know how to operate the equipment and ensure there is sufficient oxygen for the duration of your flight (including unscheduled delays); and
  • except for medical emergencies, our crew cannot provide inflight treatment.

If an oxygen cylinder is to be carried in the cargo hold the cylinder and any attached equipment such as the regulator must be protected from damage which could cause inadvertent activation or otherwise the cylinder must be empty with no regulator attached.

For further information in relation to travelling with oxygen on our flights, please contact us on 1300 851 269 or email reservations@linkairways.com

Service animals

Service animals trained to assist Passengers with vision, hearing or mobility impairments are permitted to travel on Link Airways flights. At the time of your booking you must email  reservations@linkairways.com the following:

  • confirmation that the service animal is registered as a service animal at the time of booking;
  • documentation that confirms that the service animal has been trained to an acceptable level or standard;
  • evidence of your disability and how the service animal assists to alleviate the effect of that disability.

You must carry and present at check-in a recognised service animal ID card or documentation. For a service animal to travel with you in the aircraft cabin the service animal must be:

  • restrained close to the Passenger while on board the aircraft;
  • travelling with a suitable restraint should it be required in-flight; and
  • traveling with and placed on a suitable absorbent mat while on board the aircraft.

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

For further information in relation to service animals on our flights, please contact us on 1300 851 269 or email reservations@linkairways.com

Passengers in lawful custody

For further information in relation to the booking of Passengers in lawful custody, please contact us on 1300 851 269 or email reservations@linkairways.com