Melbourne Airport is partnering with Travellers Aid to trial a new service aimed at improving the airport experience for passengers with limited mobility. 

Four mobility hubs are at Melbourne Airport to help travellers move between the airport’s car parks, check-in areas, baggage halls and passenger pick-up and drop-off zones. 

This pilot service will complement existing airline offerings and has been designed to address the challenges faced by some travellers when moving around the airport precinct. 

The four-month trial will run from Monday to Friday between 10am and 6pm, and will offer the following services:

• Accessible information to assist with navigation and understanding
• Buggy transfers between the T4 ground transport hub (including car park, PTV bus service, taxi rank, and Uber) and the Jetstar, Rex, Virgin Australia, and international arrivals and departures areas, with wheelchair connections to Qantas departures*
• Wheelchair transfers from a hub located at Virgin Australia baggage claim/International arrivals
• Wheelchair transfers from a hub located at Virgin Australia departures
• Wheelchair transfers from a hub located at Qantas baggage claim to Skybus, taxi or Uber
• Sensory Packs
• Communication Boards for non-verbal travellers
• Hidden Disability Sunflower Program lanyards and information.

*Due to construction at Melbourne Airport, the buggy will initially terminate outside Jetstar baggage claim, with wheelchair connection from there.

The mobility hubs operate from Monday to Friday, between 10am - 6pm. If you require support outside of these hours, additional assistance for travellers with limited mobility is available through:

• Customer Concierge: Call +61 3 9297 1318, Monday to Friday, 9am to 5pm. The team can organise assistance outside of the Travellers Aid service hours.
• Chaplaincy Service: Available 24/7 at +61 3 9297 1488.
• Special Assistance Form: Complete the form on our website, and a member of our team will contact you to arrange assistance.

Wheelchairs available

There will be 4 x heavy duty powered wheelchairs (modified to carry 1 suitcase) onsite

Buggies available

 One buggy will be available to carry up to 3 passengers.

Buggy route

One buggy will offer transfers between the Terminal 4 ground transport hub (car park, PTV bus service, taxi rank and Uber) to Jetstar and Rex with wheelchair connection to Terminal 3/Terminal 2 and Terminal 1 Qantas departures.

The buggy will start from the Onsite Mobility Hub at T4 Car Park, near Hanna’s Cafe.

Safety is our priority and construction works at Melbourne Airport make it necessary for the buggy service to initially travel along the T4 forecourt and stop outside the Jetstar baggage claim area. The buggy will then return to the Onsite Mobility Hub near Hanna's Cafe. 

Then passengers who require assistance reaching Terminals 3, 2 and 1 will be offered a motorised wheelchair service from the buggy drop-off point at the Jetstar baggage claim area in Terminal 4.

Melbourne Airport offers support for travellers with accessibility needs in each terminal.

Terminal 1 (Qantas domestic)

Terminal 1 (Qantas domestic) currently has a temporary Security precinct as a new one is currently under construction. If you need extra support at this temporary location, let the ISS staff member who is at the entry of the queue area, know of your requirements. This person is called a Customer Service Officer and will direct you to the appropriate lane and will seek to ensure you have the appropriate assistance throughout the screening process.

Terminal 2 (International)

Terminal 2 (International). As you enter the international Security precinct, there’s Priority Crew, located on the far right of all the queues. If you need extra support, let the ISS staff member who is at the entry of the queue area, know of your requirements. This person is called a Customer Service Officer and will direct you to this lane. If the lane is closed during quiet periods, they will direct you into the appropriate lane and will seek to ensure you have the appropriate assistance throughout the screening process.

Terminal 3 & 4 (Virgin, Jetstar and Rex domestic)

Terminal 3 & 4 (Virgin, Jetstar and Rex domestic). This is a combined Security precinct for these airlines. There’s a dedicated Staff & Assisted Lane on the left-hand side. This is clearly marked. If you need extra support, let the ISS staff member who is at the entry of the queue area, know of your requirements. This person is called a Customer Service Officer and will direct you to this lane. If the lane is closed during quiet periods, they will direct you into the appropriate lane and will seek to ensure you have the appropriate assistance throughout the screening process.

The Melbourne Airport Security staff are here to assist. It’s important that you communicate directly with them to ensure they assist in the way that best suits your specific needs.

The Onsite Mobility Hubs can give you more information about the Hidden Disability program and can also distribute Hidden Disability Sunflower lanyards.

If you require a Hidden Disability Sunflower Lanyard outside Mobility Hub operation hours,  you can collect one from our office located  in Terminal 2, Level 2 (take the lift next to McDonald's). 

More information here.

All Onsite Mobility Hub staff have appropriate and current security checks, including a criminal record check and a Victorian Working With Children Check (WWCC).

All staff have received appropriate training (manual handling, First Aid, Cultural Awareness) and have been inducted and orientated on site to allow for the particular needs of airport travellers and surrounding conditions.

For assistance at Melbourne Airport’s Onsite Mobility Hubs, please contact Travellers Aid at 0492 868 960, available Monday to Friday, from 10am to 6 pm.

If you require support outside of these hours, additional assistance for travellers with limited mobility is available through:

• Customer Concierge: Call +61 3 9297 1318, Monday to Friday, 9am to 5pm. The team can organise assistance outside of the Travellers Aid service hours.
• Chaplaincy Service: Available 24/7 at +61 3 9297 1488.
• Special Assistance Form: Complete the form on our website, and a member of our team will contact you to arrange assistance.

Please note that our Disability Access Facilitation Plan, which provides a comprehensive guide to the accessible amenities and services available at Melbourne Airport, is currently under review.

This is a free of charge service and bookings are not necessary.