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.

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.

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.

The Travellers Aid number for the Onsite Mobility Hubs at Melbourne Airport is 0492 868 960.

The phone number will only be active from Monday to Friday 10am to 6pm.

Outside of the service’s trial hours of operation, support for people with limited mobility is available via Melbourne Airport’s Ground Transport team and the Chaplaincy service.

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