Melbourne Airport

Frequently Asked Questions

Frequently Asked Questions

Q. What are the quarantine restrictions when arriving in Australia?

A. There are a range of quarantine restrictions that you must comply with when entering Australia. For more information about Australian biosecurity restrictions, visit the Department of Agriculture website at:

 http://www.agriculture.gov.au/travelling/to-australia

http://www.agriculture.gov.au/travelling/bringing-mailing-goods

 

Q. What are the Australian Customs and Border Protection Service requirements if I am travelling to or from Australia?

A. There are a range of customs and border protection restrictions which apply.  For more information about Australia’s customs and border protection requirements visit the Australian Customs and Border Protection Services website.  http://www.border.gov.au/

 

Q. Where can I find lost property?

A. For information on who to contact for lost personal items, please visit our Lost Property page: 

http://melbourneairport.com.au/flight-passenger-info/aiport-facilities/lost-property.html

 

Q. Are there any smoking areas at Melbourne Airport?

A. Designated smoking areas are limited at Melbourne Airport.

Melbourne Airport has created smoke-free areas at our Arrivals and Departures entrance and exit in T2, T3 and T4, clearly marked with signage.

If you are a smoker, we ask that you please ensure you use the designated smoking areas provided and do not smoke in the marked smoke-free areas.

Victorian and Commonwealth Governments do not allow smoking in enclosed areas including the terminal building.  Customs and Border Security do not permit transit passengers to exit the terminal. For these reasons, Melbourne Airport is unable to provide smoking areas for transiting passengers.

http://melbourneairport.com.au/flight-passenger-info/airport-facilities/staff-amenity-area.html

The use of e-cigarettes is also not permitted within the terminal building and can only be used within external designated smoking areas at Melbourne Airport.

 

Q. Can I pre-order items and pick them up on my International return flight to Melbourne?

A. Yes, F1RST Tax & Duty Free offers a complimentary ready for collection service:

http://melbourneairport.com.au/shopping-eating/souvenirs-gifts/first-tax-duty-free

 

Q.  I am in the Departures area after Security Screening at the International Terminal.  Is there somewhere I can have a shower?

A. There are shower facilities located in T2 in the washrooms after Duty Free past Security and Customs.  Please note there is no facility to rent towels.

http://melbourneairport.com.au/images/maps/MEA%200023_23.jpg

 

Q. What amount of duty free items can I bring into Australia?

A. For information about Duty Free restrictions when arriving into Australia please visit the Duty Free Allowances page:

http://www.firstdutyfree.com.au/105-allowances-on-return-to-australia

 

Q.  What is the Tourist Refund Scheme (TRS) and how do I make a claim?

A. The Tourist Refund Scheme (TRS) allows you to claim a refund of the goods and services tax (GST) and wine equalisation tax (WET) that you pay on certain goods purchased in Australia.

The TRS office is operated by the Australian Border Protection service and is located on the Departures Level just after security and border controls within the main Duty Free precinct and on the Ground Floor of Terminal 2 in the arrivals hall (near T1 / Qantas end). More information can also be found using the link below:

http://melbourneairport.com.au/flight-passenger-info/preparing-to-fly/tourist-refund-scheme.html

 

Online and NEW Mobile TRS Applications

The Customs and Border Protection mobile and web TRS applications (apps) allow you to enter the information required to lodge a TRS claim. Please visit the Australian Customs and Border Protection Service TRS app page to access the Customs and Border Protection mobile and web TRS applications.

 

 

 

Q. I am a passenger in transit at Melbourne Airport with a long wait until my outbound flight departs.  Am I able to leave Melbourne Airport then return to catch my outbound flight?

A.  It may be possible to leave Melbourne Airport and return for a connecting flight, depending on your circumstances.  However, it is your responsibility to ensure you meet all potential requirements in order to board your connecting flight.  These include but are limited to:

-  Meeting all security, biosecurity, customs and border protection requirements for entering and exiting Australian borders (e.g. appropriate passport, visa, outbound flight documentation as required)

-  Satisfying all specific requirements of the airline providing the connecting flight

-  Ensuring you have sufficient time to return to Melbourne Airport and complete all steps in order to board your flight on time, including check-in, Customs and security screening

-  Ensuring you make appropriate arrangements for any luggage

 

Q. Does Melbourne Airport have banking facilities?

A. There are Travelex multi-currency ATMs located throughout the terminals, Commonwealth Bank ATM in T1, as well as a Westpac and Qantas Credit Union ATM in T1. For more information please use the link below:

http://melbourneairport.com.au/flight-passenger-info/airport-facilities/currency-exchange-banking.html

 

Q.  Can I purchase duty free items if I am transferring from one international service to another?

A. As a traveller in transit, you are advised to defer any purchase of duty free items until you pass through security screening and into the departures area.  There are restrictions in place for taking, Liquids, Aerosols and gels (LAGS) into the departure area.

You can purchase duty free items at the Duty Free stores and other shops on the departure level.

For more information please use the link below:

http://melbourneairport.com.au/flight-passenger-info/preparing-to-fly/shopping.html

http://travelsecure.infrastructure.gov.au/

 

Q. Where can I charge my phone?

A. Phone charging stations are available at various locations in both the International and Domestic terminals.

 

Q. Can I pre-book a rental car so I will just need to pick it up on arrival?

A. You can pre-book your rental car and choose to pick up your car on arrival at Melbourne Airport.  To see the list of car rental companies operating at Melbourne Airport please visit our Car Rental page.

http://melbourneairport.com.au/to-from-the-airport/rental-cars/overview.html

 

Q. How can I find the departure gate for my flight?

A. If you are not sure which departure gate your flight leaves from, use the flight information display screens located throughout the terminal to confirm your departure gate.

Once you know your departure gate, use the directional signage inside the terminals to help direct you to your gate. 

If you are travelling within Terminal 4 your departure gate will be displayed only once the gate is open for boarding.

Melbourne Airport App

The Melbourne Airport free app puts essential airport information at your fingertips to make your journey easier. Featuring flight lists, real time status updates, information about your relevant gate, check-in counter, terminal and carousel. Information to help you find your way, shop, dine, park and many special offers.

Please click on the following link to download the Melbourne Airport App : http://melbourneairport.com.au/flight-passenger-info/flight-information/app.html

 

Q. Does Melbourne Airport have free Wi-Fi?

A. Melbourne Airport has free Wi-Fi throughout its terminals (T2, T3 &T4) and public spaces. Qantas also provides a free Wi-Fi connection within Terminal 1.

http://melbourneairport.com.au/flight-passenger-info/aiport-facilities/wireless-internet-access.html

 

Q. Can I purchase foreign currency at Melbourne Airport?

A. Travelex has multi-currency ATMs located throughout the International terminal where you can buy a range of foreign currencies. Currency exchange booths are also located throughout the International Terminal.

For more information about currency exchange at Melbourne Airport please use the following link http://melbourneairport.com.au/flight-passenger-info/aiport-facilities/currency-exchange-banking.html

 

Q. What time do the shops and eating and drinking outlets open?

A. Specific opening and closing times for different outlets vary slightly, however the standard trading times for most retail stores in the Domestic Terminal are from 6am - 10pm daily and 6 am-midnight in the International Terminal.

Please visit the Shop section for opening times of specific retailers by clicking on the following link:

http://melbourneairport.com.au/search.html?cx=005278041397711771262%3Ake4dojscknw&cof=FORID%3A11&q=opening+hours

 

Q. Is there a pharmacy/chemist at Melbourne Airport?

A. Pharmacies are available within Terminal 1, Terminal 2 and Terminal 4.

More information about the AMCAL Pharmacy in Terminals 2 and 4 can be found using the following link:

http://melbourneairport.com.au/shopping-eating/health/amcal-international-pharmacy

 

Q. Does Melbourne Airport have a post office?

A. There is no Post Office in the Terminals however there are two Australia Post Mail Boxes located at Melbourne Airport - one on the Departures Drive (T1 Qantas Departures end) and one on the ground floor of the new T4 Multi Level Car Park. Envelopes and stamps are normally available at the newsagents located throughout the Terminals.

 

Q. What airline lounges are located at Melbourne Airport?

A. There are several airline lounges located at International and Domestic Terminals that service passengers and passengers of partner airlines.  For specific information on Lounges and eligibility requirements, please contact your Airline.

Link to map of lounge locations can be found using the following link:

http://melbourneairport.com.au/flight-passenger-info/preparing-to-fly/airline-lounges.html

 

Q. What quantity of duty free purchased items can I take with me if I am leaving Australia?

A. You need to check the duty free allowances for all destination countries that you are travelling to with the duty free purchased items, as duty free allowances vary depending on where you are going.

For more information please use the link below:

http://melbourneairport.com.au/flight-passenger-info/preparing-to-fly/shopping.html

 

Q. Where can I make a comment about my airport shopping experience or the Melbourne Airport website?

A. We are always seeking ways to improve services and we provide and welcome any feedback.  Please visit out Contact Us page to provide your feedback.

http://melbourneairport.com.au/contact-us.html

 

Q. Where can I find terminal maps for Melbourne Airport?

A. Please visit the pages below to view interactive and printable Melbourne Airport Terminal Maps for the International Terminal (T2) and Domestic Terminals (T1, T3, and T4). 

http://melbourneairport.com.au/flight-passenger-info/airport-facilities/overview.html

 

Melbourne Airport App

The Melbourne Airport free app puts essential airport information at your fingertips to make your journey easier. Featuring flight lists, real time status updates, information about your relevant gate, check-in counter, terminal and carousel and airport maps. Information to help you find your way, shop, dine, park and many special offers.

Please click on the following link to download the Melbourne Airport App : http://melbourneairport.com.au/flight-passenger-info/flight-information/app.html

 

Q. What are the restrictions for liquids, aerosols and gels (LAGS) in carry-on baggage?

A. For your safety, there are rules which restrict the amount of liquids, aerosols and gels (LAGS) on flights into and out of Australia. These rules also apply when transiting on international flights within Australia.

For more information please use the following links from the Department of Infrastructure and Regional Development website:

http://travelsecure.infrastructure.gov.au/onboard/

http://travelsecure.infrastructure.gov.au/onboard/liquids-aerosols-and-gels.aspx

Prescription and non-prescription medicines (including special dietary products), and medical items required during a flight are exempt. For medicines and medical items, you will need to present these items along with proof (e.g. doctor's letter) at the screening point.

For those travelling with babies, there are exceptions for baby products required for the duration of the flight. These include baby milk, sterilised water, baby food and wet wipes.

Domestic flights - There are no restrictions on the amount of liquids, aerosols and gels you can take onboard a domestic flight for a baby or infant. However, if you are connecting to an international flight or if your domestic flight is departing from an international terminal, limits apply.

International flights - You are allowed to carry onboard a reasonable quantity of liquid, aerosol or gel items for a baby or infant for international flights. Pack only what you need for the duration of a flight and any delays that may occur.

Baby products allowed may include, but are not limited to:

§  baby milk, including expressed breast milk

§  sterilised water

§  juice

§  baby food in liquid, gel or paste form.

For more information on exemptions when travelling with children, please refer to the following links:

http://travelsecure.infrastructure.gov.au/specific-needs/children.aspx

 

Q. What I can or cannot take on board?

Some items are classified as prohibited items, weapons and dangerous goods that cannot be carried onboard an aircraft. If you have any of these items in your carry-on baggage, you will need to surrender these at the screening point. Surrendered items will not be stored or returned.

If in doubt about if an item can be carried onboard, check with your airline prior to arriving at the airport. In some cases, you may be able to pack the item in your checked baggage.

If you are planning to travel on an aircraft, it is important to be aware of the security measures in place. The Department of Infrastructure and Regional Development website has launched a new website TravelSECURE  (http://www.travelsecure.infrastructure.gov.au/) which provides a range of advice and tips to help you prepare for your journey and clear security checks quickly and easily. All travellers are required to undergo security screening at Australian airports.

Unsure if you can pack an item? Check the Can I pack that? dangerous goods app from the Department of Infrastructure and Regional Development website.

 

 

Q. Is there a prayer room at the airport?

A. Yes. There is a multi-denominational prayer room located on the ground floor between terminal 2 and 3 which is open 24/7.

More information about the prayer room and Airport Chaplaincy Program can be found using the following link http://melbourneairport.com.au/about-melbourne-airport/melbourne-airport-partners/melbourne-airport-chaplaincy.html

 

Q. Are there areas at Melbourne Airport where I cannot use my mobile phone or camera?

A. Mobile phones, cameras, video cameras and recording devices must not be used in Australian Customs and Border Protection Service controlled areas at airports. If you are on the phone, you will be asked to terminate your call until you have cleared the Australian Customs and Border Protection Service check point.

Australian Customs and Border Protection Service officers can and will ask you to delete any photos or film recorded if you are caught taking photos or recording in Australian Customs and Border Protection Service controlled areas.

For further information about the Australian Customs and Border Protection Service please refer to their Guide for Travellershttp://www.border.gov.au/

 

Q. Is there a medical centre at Melbourne Airport where I can see a doctor?

A. Yes, Melbourne Airport Health and Medical Centre, located on Level 1 at the T1 Qantas Domestic Terminal, offers a range of medical services for travellers, visitors and staff. 

Opening hours are 7am to 7pm Monday to Friday and 8am to 5pm on Weekends.

The medical centre can be contacted on (03) 9338 8975.

More information can be found using the following link http://melbourneairport.com.au/flight-passenger-info/aiport-facilities/medical.html

 

Q. How do I find my check-in counter at T2 International Terminal?

A. Please use the flight information display screens in the check-in area on the departures level to identify the check-in counters for your flight. The check-in counters are positioned in sequential order using letters of the alphabet to mark check in zones for each airline.

Please use the directional signage inside the terminal to help find your check-in counter area. You can also visit our preparing to fly page for more information by clicking on the following link:

http://melbourneairport.com.au/flight-passenger-info/preparing-to-fly/international-departures.html

 

Melbourne Airport App

The Melbourne Airport free app puts essential airport information at your fingertips to make your journey easier. Featuring flight lists, real time status updates, information about your relevant gate, check-in counter, terminal and carousel. Information to help you find your way, shop, dine, park and many special offers.

Please click on the following link to download the Melbourne Airport App : http://melbourneairport.com.au/flight-passenger-info/flight-information/app.html

 

Q. Is there a service at Melbourne Airport to help secure and wrapping my bag?

A. Bag wrapping services are available at Melbourne Airport within the check in area in T2.  For more information, please visit our Luggage Wrapping: Protectabag Page.

http://melbourneairport.com.au/flight-passenger-info/aiport-facilities/luggage-services/luggage-wrapping-protectabag.html

 

Q. Are there eating and drinking options after Immigration / Passport Control at the International Terminal T2?

A. There is a large range of eating and drinking options located after Customs at T2, including cafes, bars and casual dining options.

More information is available on the Melbourne Airport website at the following link: http://melbourneairport.com.au/shopping-eating/store-locator.html  by selecting T2 International stores.

 

Q. I need to book a wheel chair or assistance for my family member or members, who are flying into or out of Melbourne Airport, how do I arrange assistance?

A. Any special assistance requirements are the responsibility of airlines.

Please advise your airline or travel agent when making a flight booking of any disability or assistance required at the airport. The airline or travel agent can then make any necessary arrangements, for example to book a wheelchair or offer assistance to the aircraft or offer strollers for use at the airport. You should contact your airline well in advance and check what assistance they are able to provide.

Airlines may have different guidelines for the carriage of people with reduced mobility and requirements for special assistance. We recommend that you speak to your airline at the time of your booking and check the airline’s website for its special assistance and disability policies and procedures.

Useful airline contact information is available at the following link:

http://melbourneairport.com.au/flight-passenger-info/preparing-to-fly/airline-information.html

 

Q. I arrive on an international flight into Terminal 2, how do I transfer to a domestic terminal (Terminal 1, Terminal 3 or Terminal 4)?

A. It is a Customs requirement that all arriving passengers must collect their luggage and clear customs before transferring to any Domestic service.  Please refer to the following maps for directions to the Domestic terminals.

http://melbourneairport.com.au/docs/international-1.pdf

http://melbourneairport.com.au/flight-passenger-info/airport-facilities/overview.html

The airport comprises four terminals:

§  T2 (international terminal),

§  two domestic terminals (T3 and T1 Domestic terminal operated by Qantas) and

§  T4 Jetstar and Rex  budget domestic terminal.

All Terminals are linked within the same terminal precinct , under one single roof and within walking distance. Melbourne Airport's domestic terminals are conveniently located on either side of Terminal 2 (International Terminal) within walking distance. T4 is approximately 100 metres walk to the south of T3.

There is no inter- airport shuttle at Melbourne airport. If you need assistance transferring from one terminal to the other please contact your airline.

 

Q. I arrive on a domestic flight into Terminal 1, Terminal 3 or Terminal 4. How do I transfer to an international flight?

A. If you are transferring to another flight at Melbourne Airport, please check with your airline or travel agent for information about transfer procedures. For airline contact details please visit

http://melbourneairport.com.au/flight-passenger-info/preparing-to-fly/airline-information.html

Please refer to the following map for directions to International Terminal 2 from your arriving flight

http://melbourneairport.com.au/docs/international-1.pdf

 
Q. Will my luggage be transferred to my final destination?

A. If you are transferring to another flight at Melbourne Airport, please check with your airline or travel agent for information about transfer procedures. For airline contact details please visit

http://melbourneairport.com.au/flight-passenger-info/preparing-to-fly/airline-information.html

 

Q. What is the minimum connection time between domestic/international flights?

A. If you are transferring to another flight at Melbourne Airport, please check with your airline or travel agent for information about connection requirements. For airline contact details please visit

http://melbourneairport.com.au/flight-passenger-info/preparing-to-fly/airline-information.html

 

Q. What can’t I take into Australia?

A. Please visit the Department of Agriculture and Water Resources website (formerly Australian Quarantine & Inspection Service) by clicking on the following link:   http://www.agriculture.gov.au/travelling or calling 1800 900 090

 

Q. What is the security screening process and where can I find a list of prohibited items?

A. All embarking passengers must go through a security screening point before boarding a flight. All hand luggage (including handbag, camera etc.) will be put through an X-ray machine and may be subject to search.

All knives or cutting implements such as pointed scissors and pocket knives, or other objects like tools or letter openers are prohibited as hand luggage. Click through to the Department of Infrastructure and Transport  website for more information.

Prohibited items detected during the screening process may not be returned to the passenger. If you are in doubt about an item, pack it in your check-in baggage.

X-ray machines will not damage ordinary photographic film. Please ask the screening officer if you are unsure. All laptop computers must be removed from carry-on baggage and x-rayed separately.

 

Q.  Is there a train service to / from Melbourne Airport?

There is no rail link from the airport to the city centre.

Skybus Express Bus Service runs a regular express service from Melbourne Airport to the City Centre 24 /7 and every 10 minutes.

For more information on public transport options to Melbourne airport, please visit http://melbourneairport.com.au/to-from-the-airport/other-bus-services/public-buses.html

 

 

Direct buses

Numerous other bus services operate from the Airport to areas throughout Victoria. Information on destinations and schedules can be obtained from information desks within the airport, or through the contact details below at the following link http://melbourneairport.com.au/to-from-the-airport/other-bus-services/other-buses.html

These bus companies are authorised by Public Transport Victoria and Melbourne Airport to provide regular passenger services from the Airport.

 

Q. Where do I catch a taxi?

Taxi ranks are located on the ground floor outside Terminals 1 and 2 and on the ground floor at Terminal 4. More information is available on the Melbourne Airport website at :

http://melbourneairport.com.au/to-from-the-airport/taxis/overview.html

You may also wish to download the Melbourne Airport App which allows you to calculate approximate return fares from / to Melbourne Airport.

Please click on the following link to download the Melbourne App:

http://melbourneairport.com.au/flight-passenger-info/flight-information/app.html

 

Q.  How / where can I access the internet?

There are several methods of accessing the internet at Melbourne Airport:

• Free wifi : log-in via your phone, tablet or computer (named ‘Free WiFi by MEL’)

• Internet kiosks : a number are located in front of check-in counter ‘D’

• Paid wifi : log-in via your phone, tablet or computer (named ‘Melbourne Airport’)

 

Q.  Where are the Terminals and which airlines typically operate out of each terminal?

• Terminal 1 (T1): Domestic - Qantas,

• Terminal 2 (T2): all International flights,

• Terminal 3 (T3): Domestic - Virgin,

• Terminal 4 (T4): Domestic - Jetstar, Tiger, Rex, Air North