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Air New Zealand
Powered chairs need the airline’s prior approval · carried free · 300 Wh installed-battery cap.
- Advance notice
- Not published
- Powered wheelchair
- Conditional
- Lithium, battery installed
- 300watt-hours maximum
- Cost to carry
- Free
Who to contact
Transcribed from the airline’s own pages, exactly as it labels them.
- PhoneNew Zealand — Sales and Reservations (freephone within NZ); no separate accessibility line is publishedAir NZ says its customer care team is available 24/7 via chat
- PhoneNew Zealand / international — Sales and Reservations (toll)
- PhoneAustralia — Air New Zealand reservations
- PhoneUnited States — Air New Zealand reservations
- PhoneCanada — Air New Zealand reservations
- PhoneUnited Kingdom — Air New Zealand reservations
- Online form
- Relay / textMessage Air New Zealand on WhatsApp: +64 27 309 5750 (published as api.whatsapp.com/send/?phone=64273095750). Facebook Messenger is also offered.WhatsApp
- Relay / textAir NZ's US DOT section directs travellers to the Toll-Free Hotline for Air Travelers with Disabilities 1-800-778-4838 (voice) / 1-800-455-9880 (TTY) and the Aviation Consumer Protection Division 202-366-2220 (voice) / 202-366-0511 (TTY). These are US DOT numbers, not Air New Zealand's own relay service.USA — US DOT disability hotline numbers published by Air New Zealand
Air New Zealand publishes no dedicated disability/accessibility telephone line — the accessibility pages route you to the general Customer Care team, live chat or the booking flow. A Complaints Resolution Official is available at the airport or in the Contact Centre for flights to and from the USA.
Read it from the source
Powered wheelchairs & batteries
The part that goes wrong. Battery chemistry and watt-hours decide whether your chair flies, and the rules differ depending on whether the battery can be removed.
Accepted, but prior confirmation is required: "as many battery-operated wheelchairs are not completely collapsible, they cannot always be accommodated on certain smaller aircraft types. Please use the aircraft reference details below or check with Air New Zealand before booking, as you will need a confirmation as to whether your wheelchair can be carried." The chair must also be immobilised so it cannot be operated unintentionally in the hold.
Wheelchairs and lifting devices (Wheelchair and mobility assistance) (opens in a new tab) · read 2026-07-29
Lithium and lithium-ion powered wheelchairs are carried subject to a published watt-hour ceiling, removal of removable batteries into the cabin, terminal insulation and clear Wh / lithium-content marking — but only after Air NZ confirms: "as many battery-operated wheelchairs are not completely collapsible, they cannot always be accommodated on certain smaller aircraft types… you will need a confirmation as to whether your wheelchair can be carried."
Wheelchairs and lifting devices (Wheelchair and mobility assistance) (opens in a new tab) · read 2026-07-29
"The battery must not exceed 300Wh. For Wheelchairs or mobility aids requiring two batteries for operation, each battery must not exceed 160Wh." A battery that is not removable must be securely attached with terminals protected, and "passengers must be able to explain to airport staff how the wheelchair or mobility aid can be fully deactivated".
Wheelchairs and lifting devices (Wheelchair and mobility assistance) (opens in a new tab) · read 2026-07-29
The same 300 Wh ceiling (160 Wh each where two batteries are required for operation) applies to the removed battery, which must be carried in the aircraft cabin, protected from damage and from short circuit by insulating the terminals.
Wheelchairs and lifting devices (Wheelchair and mobility assistance) (opens in a new tab) · read 2026-07-29
"Spare batteries must be carried in the aircraft cabin. A maximum of one spare battery (maximum 300Wh) or two spares (maximum 160Wh each) may be carried."
Wheelchairs and lifting devices (Wheelchair and mobility assistance) (opens in a new tab) · read 2026-07-29
Maximum count is two: "A maximum of one spare battery (maximum 300Wh) or two spares (maximum 160Wh each) may be carried" — so two only if each is 160 Wh or less. Spares must travel in the aircraft cabin.
Wheelchairs and lifting devices (Wheelchair and mobility assistance) (opens in a new tab) · read 2026-07-29
"Before checking in a wheelchair or mobility aid, any batteries designed to be removed must be removed and carried in the aircraft cabin." Batteries that are not removable may stay in the chair if securely attached with terminals protected from short circuit.
Wheelchairs and lifting devices (Wheelchair and mobility assistance) (opens in a new tab) · read 2026-07-29
"Safety regulations require that the terminals on non-spillable batteries are protected against short circuit and the battery is securely attached to the wheelchair or mobility aid." Acceptance is not automatic: the same accordion opens "as many battery-operated wheelchairs are not completely collapsible, they cannot always be accommodated on certain smaller aircraft types… you will need a confirmation as to whether your wheelchair can be carried."
Wheelchairs and lifting devices (Wheelchair and mobility assistance) (opens in a new tab) · read 2026-07-29
Accepted only with prior confirmation: "as many battery-operated wheelchairs are not completely collapsible, they cannot always be accommodated on certain smaller aircraft types ... you will need a confirmation as to whether your wheelchair can be carried." A spillable battery "must be disconnected, the terminals protected from short circuit and the chair/mobility aid stowed in an upright position. If this cannot be achieved, the battery must be removed from the wheelchair/aid and carried in approved packaging."
Wheelchairs and lifting devices (Wheelchair and mobility assistance) (opens in a new tab) · read 2026-07-29
Batteries "must be protected from damage and from short circuit by insulating the terminals"; non-removable batteries "must be securely attached and the terminals protected from short circuit", and you must be able to explain how the aid is fully deactivated. Spillable batteries must be disconnected and the chair stowed upright.
Wheelchairs and lifting devices (Wheelchair and mobility assistance) (opens in a new tab) · read 2026-07-29
"Please ensure that you have the Watt-hour (Wh) or Lithium content (g) for all the installed and spare batteries that you are planning to bring. Lithium batteries with no or unclear marking of Watt-hour (Wh) or Lithium Content (LC) will be refused carriage." Air NZ also asks you to attach written user instructions to the chair.
Wheelchairs and lifting devices (Wheelchair and mobility assistance) (opens in a new tab) · read 2026-07-29
The same stated maximum wheelchair sizes apply to powered chairs: A320/A321 97 x 79 x 131 cm, ATR72 100 x 60 x 100 cm, Q300 82 x 75 x 120 cm. The binding figures across the fleet are 82 cm high (Q300) and 60 cm wide / 100 cm long (ATR72). "There's no maximum size limitation for carriage of a wheelchair or mobility device on our 777-300, 777-367 or 787-9 aircraft provided it's the person's prime source of mobility, and requirements for the carriage of lithium batteries aren't exceeded."
Wheelchairs and lifting devices (Wheelchair and mobility assistance) (opens in a new tab) · read 2026-07-29
No maximum weight is published for a powered wheelchair; Air NZ publishes maximum sizes by aircraft type instead.
Where an air bridge is available you may stay in your own chair to the aircraft door, and on arrival staff can meet you with your own chair if requested. Air NZ publishes no separate return rule for powered chairs.
Wheelchairs and lifting devices (Wheelchair and mobility assistance) (opens in a new tab) · read 2026-07-29
The Eagle 2 lifting device is available on domestic and international jet services from Auckland, Wellington, Christchurch and Dunedin; for Sydney, Melbourne and Perth Air NZ needs at least 72 hours' notice to arrange access through its ground handlers. It cannot be used in the Business Premier cabin, is not suitable for the smaller regional aircraft, is certified to 200 kg, and is ground-based only — it is not stowed on board for use during the flight.
Manual wheelchairs
Manual wheelchairs are carried in the cargo hold free of charge. You may check the chair in and use an airport wheelchair, or stay in your own chair to the aircraft door, where the chair (tagged at check-in) is taken to the hold. Air NZ asks you to attach written user instructions saying how to fold the seat back, disconnect the battery, release the gears and remove the controller.
Wheelchairs and lifting devices (Wheelchair and mobility assistance) (opens in a new tab) · read 2026-07-29
No in-cabin wheelchair stowage rules or dimensions are published on the accessibility pages, which describe hold carriage only. The Conditions of Carriage state more generally: "If you are dependent on a wheelchair or mobility aid, we can carry it in the hold or in the cabin when you travel with us, usually at no extra charge."
No in-cabin stowage dimensions are published.
Smallest figures from Air NZ's stated maximum wheelchair sizes by aircraft: the Q300 is the lowest at 82 cm (32") high and the ATR72 the narrowest and shortest at 60 cm (24") wide x 100 cm (40") long. Full table: A320/A321 97 x 79 x 131 cm (38 x 31 x 52"); ATR72 100 x 60 x 100 cm (40 x 24 x 40"), maximum non-collapsible headrest height 140 cm (55"); Q300 82 x 75 x 120 cm (32 x 30 x 47"). No maximum size applies on the 777-300, 777-367 or 787-9.
Wheelchairs and lifting devices (Wheelchair and mobility assistance) (opens in a new tab) · read 2026-07-29
No maximum weight is published for a wheelchair itself. The only weight figure given is for the transfer equipment: "The [Eagle 2] device is certified to carry passengers up to 200kg."
"If an air bridge is available, you may stay in your own wheelchair until you reach the aircraft door", where the chair is taken to the aircraft hold. "On arrival, our staff can meet you with an airport wheelchair, or your own chair if requested."
Wheelchairs and lifting devices (Wheelchair and mobility assistance) (opens in a new tab) · read 2026-07-29
"Because many wheelchairs are uniquely designed for your personal requirements, it is helpful to attach written user instructions so our team can pack, stow, and reassemble your wheelchair as carefully and quickly as possible" — how to fold the seat back, disconnect the battery, release the gears so the wheels spin freely and remove the controller or joystick. Check in at least 60 minutes before departure and allow an extra 30 minutes on top; do not use an airport kiosk.
Booking & cost
No advance-notice deadline in hours is published for carrying a wheelchair. Air NZ says to book "as early as possible", add a wheelchair Special Service Request at booking, and — for battery-powered chairs — "check with Air New Zealand before booking, as you will need a confirmation as to whether your wheelchair can be carried". The only published hour figure is 72 hours' notice for the Eagle 2 lifting device at Sydney, Melbourne and Perth.
"You can request assistance when you book online or through the Air NZ app by adding a Special Service Request (SSR). If the assistance you require is not covered online, please contact our team." The codes are WCHR, WCHS and five WCHC variants; choosing one removes online seat selection because seating is pre-arranged instead.
Wheelchairs and lifting devices (Wheelchair and mobility assistance) (opens in a new tab) · read 2026-07-29 Accessibility and assistance (opens in a new tab) · read 2026-07-29
"Your personal wheelchair and one other chair, such as a shower or sports chair, will be carried in the cargo compartment at no extra charge. Excess baggage charges may apply for additional equipment carried." The Conditions of Carriage add: "If you are dependent on a wheelchair or mobility aid, we can carry it in the hold or in the cabin when you travel with us, usually at no extra charge." There is also no charge for the pre-arranged accessible seat allocation.
Wheelchairs and lifting devices (Wheelchair and mobility assistance) (opens in a new tab) · read 2026-07-29 Baggage — Special baggage: Wheelchairs/assistive devices (opens in a new tab) · read 2026-07-29 Conditions of Carriage (opens in a new tab) · read 2026-07-29
"Your personal wheelchair and one other chair, such as a shower or sports chair, will be carried in the cargo compartment at no extra charge." Excess baggage charges may apply for additional equipment. A disassembled sports wheelchair that breaks down into two or three pieces counts as one piece in the baggage calculation.
Wheelchairs and lifting devices (Wheelchair and mobility assistance) (opens in a new tab) · read 2026-07-29 Baggage — Special baggage: Wheelchairs/assistive devices (opens in a new tab) · read 2026-07-29
The Conditions of Carriage state "our liability to you is limited" for delayed, lost or damaged baggage, that "if you make a claim for Damage with us, you will need proof of the Damage", and that where damage is due solely to Air NZ's negligence "we are liable for Damages up to the liability limit set by International Regulations". An excess value declaration can be arranged in writing before travel. The right to claim ends two years from the date of travel.
Conditions of Carriage (opens in a new tab) · read 2026-07-29
On board
"All Air New Zealand international Boeing 777 and international Airbus A320 aircraft have an onboard aisle chair... Because of limited space, onboard aisle chairs are not available inflight on Air New Zealand domestic flights." Boarding aisle chairs are available at airports for arrivals and departures; "on short domestic sectors, you will need to remain in your seat for the duration of the flight".
Wheelchairs and lifting devices (Wheelchair and mobility assistance) (opens in a new tab) · read 2026-07-29
No accessible-lavatory specification is published. Air NZ states only that the onboard aisle chair on international 777 and A320 aircraft "can also be used to access the toilet during the flight"; there is no inflight aisle chair on domestic services.
Staff can transfer you using a slide board and slide sheet, or the Eagle 2 lifting device within New Zealand, and can perform a lower body lift. Aircraft exclusion: "there is currently no lifting device available for the regional aircraft (ATR72, Q300). A support person will be required to lift you into and out of the aircraft seat on boarding and disembarking these aircraft." Crew cannot assist with eating, medication or toileting — a safety assistant aged 16 or over is then required.
Wheelchairs and lifting devices (Wheelchair and mobility assistance) (opens in a new tab) · read 2026-07-29
Seating is pre-arranged from the SSR: "If you require a wheelchair to your seat (WCHC option), seating will be prearranged in a seat that enables transfer into / out of the seat... There is no charge for this seat allocation and we will seat your travelling companions / safety assistant if applicable in a seat next to / adjacent to your seat." A torso harness is fitted on all aircraft, but "due to FAA regulations, passengers who require a torso harness for support cannot be seated in Business Premier because the harness interferes with the in-seat airbag".
Wheelchairs and lifting devices (Wheelchair and mobility assistance) (opens in a new tab) · read 2026-07-29
Fleet detail. Air NZ publishes stated maximum wheelchair/mobility-device sizes rather than hold apertures: A320/A321 — height 97 cm (38") x width 79 cm (31") x length 131 cm (52"); ATR72 — 100 cm (40") x 60 cm (24") x 100 cm (40"), with a maximum non-collapsible headrest height of 140 cm (55") for large mobility aids; Q300 — 82 cm (32") x 75 cm (30") x 120 cm (47"). "Please note that ATR72 and Q300 aircraft may be interchanged at short notice for operational reasons." There is no maximum size limitation on the 777-300, 777-367 and 787-9 provided the chair is the person's prime source of mobility and the lithium battery requirements are not exceeded.
Worth knowing
Air New Zealand's accessibility content sits on a recently rebuilt site (airnewzealand.co.nz redirects to airnewzealand.com/en-nz) and the substance is inside JavaScript accordions that render only from the page's embedded Next.js payload — the plain page text shows headings only, so the figures here were read out of that payload. The policy is unusually specific: an explicit stated maximum wheelchair size per aircraft type (binding cases are the ATR72 at 60 cm wide and the Q300 at 82 cm high), no size limit at all on the 777-300/777-367/787-9, a 300 Wh lithium ceiling (160 Wh each where two batteries are needed to operate the chair), compulsory removal of removable batteries into the cabin, and outright refusal of any lithium battery whose Wh or lithium-content marking is missing or unclear. Two real gaps for a wheelchair user: there is no inflight aisle chair on domestic services (only international 777 and A320), and there is no lifting device at all on the regional ATR72 and Q300, where a support person must perform the lift — and those two types "may be interchanged at short notice for operational reasons". The Eagle 2 lift is based at Auckland, Wellington, Christchurch and Dunedin, needs 72 hours' notice at Sydney, Melbourne and Perth, cannot be used in Business Premier, and is certified to 200 kg. No dedicated disability phone line is published anywhere on the site.
Sources
Every figure above traces to one of these.
- s1 Wheelchairs and lifting devices (Wheelchair and mobility assistance) (opens in a new tab) · official · read 2026-07-29
- s2 Accessibility and assistance (opens in a new tab) · official · read 2026-07-29
- s3 Accessible travel hub (opens in a new tab) · official · read 2026-07-29
- s4 Help and contact — contact details (opens in a new tab) · official · read 2026-07-29
- s5 Baggage — Special baggage: Wheelchairs/assistive devices (opens in a new tab) · official · read 2026-07-29
- s6 Conditions of Carriage (opens in a new tab) · official · read 2026-07-29
Record quality
Record status researched · confidence high · 6 official sources · 9 contacts · 84% of the fields this reference tracks are answered. Newest source read 29 July 2026, the day before this page was built. What these mean.