FAQ

If you are running late for a charter flight, please contact your employer as soon as possible so they can notify the National Jet Express terminal. For commercial flights, for the convenience of other passengers booked on the flight we are unfortunately unable to delay flights to accommodate late passengers. If you do miss your flight, please speak to an NJE representative at the airport around your options.

Airport check-in opens 90 minutes before the scheduled flight departure time, unless you are advised otherwise. Check-in closes for all flights strictly 30 minutes prior to your flight departure time.

You will need to present a form of government-issued photo identification such as a driver’s licence, or a valid passport.

You can request a seat allocation (subject to availability) once check-in opens, either online or at the airport.

If you are travelling on a commercial flight, then refer to Conditions of Carriage to find more information on cabin and checked baggage allowances. If you are travelling on a charter flight, please contact your employer.

Please refer to (Conditions of Carriage) for more information on baggage limits and what items are not permitted to be carried.

Please get in touch with us at (Contact Us) with further details and our team will assist you.

Unless you are advised otherwise by NJE or your employer, NJE services operate to and from the terminals outlined below:

•       Adelaide Airport – Main terminal building (Terminal 1)
•       Brisbane Airport – Common User Domestic Terminal
•       Cairns Airport – Domestic Terminal
•       Perth Airport – NJE Terminal, Valentine Road, Perth Airport
•       Townsville Airport – Domestic Terminal

Barrow Island has strict quarantine guidelines. If you are unsure or wish to carry a personalised item, please contact your employer directly to confirm if the item can travel.

Please contact us at charters@nje.aero and the charter team will come back to you as soon as possible.

If an infant is sitting on a lap and not occupying its own seat, the infant is entitled to a baggage allowance of 2 pieces up to 10kg, which can include the following items:

• Up to two checked bags
• A pram/stroller
• Portable cot
• Baby capsule
• Car seat

The total combined weight of the two pieces must not exceed 10kg.

Claims for baggage damaged or lost due to negligence on the part of NJE, must meet the following conditions to be accepted:

•       Must be filed and reported within 3 days of the flight arrival at the destination.
•       Must be submitted at the destination airport, using the Contact Us form.
•       The damaged baggage must be sighted (or photo provided) with the applicable baggage tag still attached to it. This must be the same tag attached by an NJE Staff member (or NJE contracted ground handling agent) at the point of origin.

Claims will not be approved if reported after 3 days or if the damage is deemed not to be due to negligence by NJE.

Cancellation and Luggage insurance which covers some travel related risks is available while booking your flight online.

Prior to making a claim, please refer to our Limitation of Liability section on our Conditions of Carriage. A general review of our Conditions of Carriage would also be recommended.

Passengers are responsible for contacting NJE regarding any items left behind and arranging for their collection. Please note that NJE is not liable for the loss or damage of any items left on board.

Passengers can contact NJE through our Contact Us page.

Any uncollected lost property will be disposed of after 3 months from being found.

For passengers travelling on more than one flight on any day, there are minimum connection times that should be allowed for when booking flights.

The following minimum connection times apply for all airports:

• 40 minutes between NJE flights
• 1 hour and 30 minutes between NJE flights and other airlines’ domestic/regional flights
• 2 hours between NJE flights and international flights (2 hours 30 minutes in Sydney, Brisbane & Perth)

Please Note:

• Passengers should check international check-in times with their respective international carriers.
• These minimum connection times are of general advice and are in accordance with industry recommendations for the least amount of time required to make connecting flights. They do not take into consideration flight disruptions. NJE does not guarantee flight connections nor is NJE liable for consequential expenses resulting from a missed connection. Travel Insurance is recommended.

Carriage of pets in the cargo hold is not included in the free baggage allowance. Your pet will be charged at a minimum rate of $5.50 per kilo including the weight of the pet pack.

You must provide your own airline approved pet carriers, which can be purchased through most pet shops or veterinary clinics.  Your pet will travel in the pressurised cargo hold area, at cabin-temperature.

Please allow additional time for check-in. We recommend you seek advice from your vet before your pet travels.  

If your pet exceeds 30kg, they will need to be consigned as freight.

Please note, all animals travelling through Cairns, Townsville, Brisbane, Adelaide and Perth airports must be consigned as freight as the Airport Corporations do not permit animals in their terminal buildings.

NJE will not accept Snub-Nosed or Brachycephalic dogs as passenger baggage or consigned as freight, due to inherent respiratory difficulties and other known health problems that may be exacerbated during flight. Breeds include but are not limited to; Bulldogs, Pugs, Boston terriers, Shih Tzus, Pit Bull Terriers, Chow Chow, Mastiffs, Boxers and Pekingese.

All animals must be lodged with Qantas Freight (excluding QLD regulated routes) or Dogtainers (accepts freight on QLD regulated routes) and travel as cargo. Dogtainers can be contacted on 1300 13 52 52 or through https://www.dogtainers.com.au/  

Qantas Freight cannot accept live animal bookings on the day of travel and must be submitted a minimum of three business day (72 hours) prior to the scheduled time of departure. For urgent booking requests (less than three full business days before departure) please call 13 12 13.

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Dogs arriving in Tasmania will be required to be treated for hydatid tapeworms prior to entry. Dogs which have been treated within the previous 14 days will be admitted if accompanied by documentation of proof of treatment. For details, please call the Department of Natural Resources and Environment Tasmania 1300 368 550. 

For commercial scheduled flights, only certified dogs for the blind are allowed to accompany a blind passenger. Please contact us through our General Inquiry Form with your request at least 7 days before the date of departure.

Please refer to Passengers with Special Requirements (SSR) on our Conditions of Carriage.

See Special Requirements to learn more.

BHP passengers in South Australia on NJE flights that are disrupted for more than 8 hours for a reason within NJE’s control are entitled to have any accommodation and re-booked onward flights reimbursed.  These passengers can download the passenger refund request form and send it to charters@nje.aero.