Please visit our Online Mobility Hub page for all the information you need to plan your trip through the airport if you have accessibility or disability needs. 

There are two parts to Accessibility Assistance at Melbourne Airport:

Kerbside Assistance 

• Assistance you might need to get from transportation drop off points to check-in when you are flying out of Melbourne Airport
• Assistance you might need at the baggage carousel
• Assistance you might need after you arrive in Melbourne, have collected your bags and need help getting to transportation options
• Kerbside Assistance is available at Melbourne Airport 24 hours a day 7 days a week, however you must book in advance
• Kerbside Assistance must be booked with Melbourne Airport 24 hours in advance of either leaving or arriving into Melbourne.
• If you have family and friends to help with your journey from your transportation to the airline check-in counter, you don't have to book Kerbside Assistance. However, your friends and family will not be able to help you through security, immigration and customs to your airline seat, so you will need to book Terminals Assistance separately with your airline if needed.

Terminals Assistance 

• Assistance you might need from check-in with your airline to your airline seat (including your journey through security and customs). 
• Assistance you might need when you arrive in Melbourne, and need help to get from your airline seat to the baggage carousel. 
• Terminals Assistance is available by arrangement with your airline and is coordinated around your check-in time or arrival time.
• Terminals Assistance must be booked with your airline in advance.

For transfer assistance between kerbside and check-in and between baggage carousels and taxi service, please make sure you book Kerbside Assistance service at least 24 hours before you fly or before you land into Melbourne. 

This service is provided by Melbourne Airport and is available 24 hours a day, 7 days a week when you book in advance. 

Please note, if you don't book, we may not have the people or resources available to help you. 

To book Kerbside Assistance at least 24 hours in advance you have two options:

1. Use the Special Assistance Form below and a member of our Customer Concierge team will contact you within business hours to book in Kerbside Assistance. Please submit the form at least 24 hours before you fly out of or land at Melbourne Airport.
   
   OR
   
2. If you prefer to use the telephone, you can book Kerbside Assistance 24 hours in advance with our Customer Concierge team during business hours on +61 3 9297 1318 (Monday to Friday 9am to 5pm) or you can call after business hours on 0435 696 814

If you require a wheelchair or any assistance to get from your airline's check-in counter, through security and immigration (if relevant) and into your airline seat, most airlines can provide assistance with prior notification. 

You will need to contact your airline directly to organise a wheelchair or any Terminals Assistance. This service is managed and operated by airline personnel.

Please note that due to Occupational Health and Safety regulations, Melbourne Airport staff (that is, non-airline staff) are unable to provide passengers with any Terminals Assistance.

If you would like to arrange Chaplaincy Services in advance or have an urgent situation you can contact the Chaplaincy Service. Please be aware that the Chaplaincy Service has very limited resources and will do their best to assist where possible.

To arrange Chaplaincy Service assistance in advance, please email [email protected] or call +61 3 9297 1488 (please only call if urgent). 

This service is only available Monday-Sunday, 8.30am to 4.30pm