Help and Assistance for Guests

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 should be made through our Guest Contact Centre (booking fee waived for Special Needs guests).  Bookings can be made by you or by someone calling on your behalf.

Calling from Australia:

• If calling from Australia, please call V Australia for information and reservations via the National Relay Service, 24 hours a day, 7 days a week.
• TTY users phone 133 677 (or +61 7 3815 7799 if calling from outside Australia) then ask to be connected to V Australia on 13 82 87
• Speak and listen (speech-to-speech relay) phone 1300 555 727 (or +61 7 3815 7799 if calling from outside Australia) then ask to be connected to V Australia on 13 82 87 and request options.
• If using internet relay, connect to the National Relay Service (see www.relayservice.com.au for details) (Australian residents only) then request to be connected to V Australia on 13 82 87.

Calling from the United States:

• If calling from the United States and wish to use FedRelay services, please call one of the following then ask to be connected to V Australia on +27 11 461 6444:
• (800) 877-8339 TTY(Text Telephone) / ASCII (American Standard Code For Information Interchange)
• (877) 877-6280 VCO (Voice Carry Over)
• (877) 877-8982 Speech-to-Speech
• (800) 845-6136 Spanish
• (800) 877-0996 Customer Service (Voice/TTY, ASCII and Spanish)
• (866) 377-8642 Voice
• (866) 893-8340 TeleBraille

If you would like to use the Federal Video Relay service, please connect to www.myfedvrs.us, then request to be connected to V Australia on 13 82 87

Calling from New Zealand:

• If calling from New Zealand and wish to use the TRS or TTY services dial 0800 4 711 711 then ask to be connected to V Australia on 0800 8287 82.  For more details, please visit the New Zealand Relay website www.nzrelay.co.nz.

If calling from anywhere else in the world, use your local TRS or TTY service number and request the operator to dial +61 7 3333 6888

• 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 with a Meet and Assist Service if you need assistance within the airport. On your arrival at the airport, please also make this known to our 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 other communication means, 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 be given the option of boarding before other guests and once boarded we are required to give you an individual safety briefing.
• We also provide Braille and Large Print Safety Instruction Manuals onboard all aircraft.
• We can explain the layout of the aircraft and the location of the bathrooms and other facilities. We can also help you locate these facilities during flight.
• Call bells are available onboard the aircraft if you require the attention of crew at any time before or during the flight when the seatbelt sign is not illuminated. This is located on the control panel above your seat.
• Our In-flight Entertainment system ‘RED’ includes movies, TV, music and games.  There is an In-Flight Entertainment Guide called ‘View’ in your seat pocket with closed caption symbols (  ) appearing next to available movies.

On Arrival

• At your request, we can assist you with Virgin Blue or Pacific Blue flight connections or assist you to the baggage carousel.