Accessible travel at BNE: what to expect and how to prepare

Travel is one of life’s greatest pleasures. It brings adventure, perspective, education and experience - a disconnect from the stress and monotony of everyday life. Travel is memorable and rewarding, an experience that should be accessible to all. 

More than one in five people in Queensland live with disability, and every traveller’s needs are different. Some people know the process well and travel often. Others may be preparing for their first trip or navigating new accessibility needs.

Whatever your situation, the key to a smoother journey is planning ahead and communicating your needs early. This guide shares practical tips to help you prepare, know what to expect, and travel with confidence.

Booking flights

Your airline plays the most important role in providing assistance during your journey. When booking your flight, let your airline or travel agent know what support you need. Be confident and clear about your requirements, as each airline has different guidelines for additional assistance. By taking the time to ask the relevant questions, you will find the airline that is the best fit for you. Some of the questions to ask may include:

• Which medical conditions require a ‘fit to travel’ clearance?
• Am I able to travel with my own wheelchair or mobility aid? If so, are there size restrictions?
• Am I able to obtain assistance to check-in, move through the airport and get to the departure gate?
• Is there equipment available to assist with getting on and off the plane?
• Will I be able to receive personal assistance during the flight? (ie. opening meal containers or getting to the toilet)
• Do you offer special airfare rates for carers?
• Is priority boarding available?
• Are there any restrictions and/or requirements for travelling with my service dog?

Once you have your travel booked, it is also worth double-checking your airline has a record of your requests 24-48 hours before you arrive at the airport. This will allow your airline sufficient time to arrange personalised requirements that will ensure your transit through Brisbane Airport is smooth and comfortable. 
 

Have a game plan to get to the airport

Getting to the airport is often the first part of the journey that can set the tone for your experience.

Before you arrive at the airport:

• Plan how you'll get to the terminal and to your airline's check in location
• If parking, book online in advance and check the accessible parking bay locations. Also consider our premium parking options that can offer more support and convenience like ParkValet at the International Terminal and Park&Fly at the Domestic Terminal. 
• Read our assistance guide with detailed information about getting to the airport whether you are driving yourself or getting dropped off. 

What else to expect and have a plan for at the airport

Once you arrive, your journey will generally follow these steps:

• Check-in with your airline's assistance lane
• Present at the assistance lane at security screening
• For international travel, clear passport control
• Moving to your gate and throughout the terminal
• Boarding with airline staff assistance

If you’ve arranged assistance with your airline, airline staff support should be available across these stages. If you’re unsure at any point, speak to your airline or airport staff — they’re there to help.

What to tell staff at security screening

Security screening is a standard part of every passenger’s journey, but if you require assistance, using the assistance lane and letting staff know early makes the process smoother and more comfortable. Before screening begins, let a screening officer know if you:

• Need assistance or extra time
• Cannot hold the required position in the body scanner
• Are travelling with a medical device (e.g. insulin pump, glucose monitor)
• Have a medical condition or need specific support
• Have a medical exemption or implant
• Have any relevant medical or assistance documentation to show
• Are travelling with an assistance animal

Letting staff know early helps them to support you through the screening process.

Travelling with a hidden disability

If you are living with a disability that isn’t immediately obvious and find airports busy and overwhelming, there are a few simple ways to prepare: 

• Allow plenty of extra time for each step of your journey
• Plan where you need to be in advance
• Let staff know if you need assistance or guidance

At Brisbane Airport, you can wear or collect a hidden disability lanyard from the Visitor Information Centres in both our terminals. This globally recognised sunflower lanyard discreetly signals to airport staff that you may need guidance, without having to explain your situation each time. 

Travelling with an assistance animal

A few extra steps are involved when travelling with an assistance dog, but with the right preparation, it can be a smooth experience.

• Confirm airline requirements and documentation
• Make sure your assistance animal meets travel requirements
• Understand the process for screening and boarding with your assistance animal

At the airport, you’ll find facilities such as designated animal assistance areas to support your journey. For a real-world look at travelling through Brisbane Airport with an assistance animal, read Tim’s story and tips based on his experience.

Tips for carers and travel companions

If you’re supporting someone on their journey, your role can make a big difference. Helpful tips:

• Plan your timing and airport journey together
• Allow extra time for each stage
• Stay flexible and follow the traveller’s lead
• Ask airport staff for help when needed

Brisbane Airport also provides facilities that may assist, including:

• Accessible bathrooms
• Changing Places facilities with a MLAK key that can be an be borrowed from the Visitor Information Desks or the Brisbane Airport Administration Offices (Level 2 of the Domestic Terminal, or Level 3 of the International Terminal). Please note: You need to bring your own sling to use the hoist.
• Assistance animal facilities

If you need further assistance than what your airline assistance service can provide, travel support services like Medical Travel Companions can provide tailored support services while you travel.

Feedback on airport experiences

There is always room for improvement, and we welcome passenger feedback and suggestions on how we can continue to expand our facilities and services. If you travel through Brisbane Airport, please remember that you can pass on any feedback, concerns or questions at any time via the online feedback form.