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    FAQ

    Got a question about Melbourne Airport? Our FAQ might help.
     

    What are the quarantine restrictions when arriving in Australia?

    There’s a range of quarantine restrictions that travellers must comply with when entering Australia. For more information about Australian biosecurity restrictions, visit the Department of Agriculture website.

    What are the Australian customs and border protection service requirements if I am travelling to or from Australia?

    The Australian Government Department of Immigration and Border Protection is the responsible authority for customs. To view the list of requirements visit their website.

    I am visiting Australia – what can I bring into the country?

    To find out what items you can bring into Australia please refer to the Australian Government Department of Immigration and Border Force.

    Where can I find lost property?

    Melbourne Airport has a lost property service located on level 1 in T2.

    Contact lost property direct for inquiries about items lost while inside the airport. Please note if you lost an item on an aircraft, you will have to notify the airline.

    Are there any smoking areas at Melbourne Airport?

    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.

    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.

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

    Yes, the Melbourne Airport Duty Free store offers a complimentary ready-for-collection service.

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

    For information about duty free restrictions when arriving into Australia please visit the duty free allowances page.

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

    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.

    See our security page for more information.

    Are there showers at Melbourne Airport?

    Yes, there are shower facilities located in T2. Please note there is no facility to rent towels.

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

    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 Australian Border Force and is located on the departures level just after security and border controls within the main duty free precinct. There is also a TRS office on the ground floor of T2 in the arrivals hall (near T1).

    Online and new mobile TRS applications
    You can download the TRS app to enter information required to lodge a TRS claim. Please visit the Australian Customs and Border Protection Service TRS app for access.

    I am a passenger in transit at Melbourne Airport with a long wait until my outbound flight departs – can I leave the airport and return to catch my outbound flight?

    It may be possible to leave Melbourne Airport and return for a connecting flight, depending on your circumstances. It is the travellers responsibility to ensure all potential requirements are met in order to board a 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 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 appropriate arrangements are made for any luggage.

    Does Melbourne Airport have banking facilities?

    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 see the Travelex page.

    Can I purchase foreign currency at Melbourne Airport?

    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.

    Where can I charge my phone?

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

    If you have forgotten your phone charger, don’t worry. You can purchase a charger from Tech2Go in T3 and T4 and selected newsagents throughout the airport.

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

    You can pre-book your rental car and choose to pick up your car on arrival at Melbourne Airport.

    Visit our car rental page for more details.

    How can I find the departure gate for my flight?

    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 get to your gate.

    If you are travelling within T4 your departure gate will be displayed when the gate is open for boarding.

    Melbourne Airport App
    The Melbourne Airport app is free and has all the important airport information you need featuring flight lists, real-time fight status updates, gate information, check-in counters, terminal and carousel details. There’s also a list of shops, restaurants and special offers.

    Does Melbourne Airport have free Wi-Fi?

    We sure do. It’s available throughout the terminals (T2, T3 &T4) including public spaces. Qantas also provides a free Wi-Fi connection within T1.

    See more about Wi-Fi.

    What time do the shops and restaurants stay open to?

    The standard trading times for most retail stores in T4 is 6am to 10pm daily and 6am to midnight in T2. Please note times may vary between stores and restaurants.

    Visit the retailer section of our website for more information.

    Is there a pharmacy/chemist at Melbourne Airport?

    Yes, there is a pharmacy in T1, T2 and T4.

    Find out more about the Amcal pharmacies in T2 and T4.

    Does Melbourne Airport have a post office?

    There is no post office in the terminals however there are two Australia Post mail boxes located at Melbourne Airport – one on Departures Drive (T1 Qantas, Departures end) and one on the ground floor of the Transport Hub near T4 (car park). Envelopes and stamps are normally available at the newsagents located throughout the terminals.

    What airline lounges are located at Melbourne Airport?

    We have a number of airline lounges in Domestic and International terminals that service airline passengers and travellers of partner airlines. For specific information on lounges and eligibility requirements, please contact your airline.

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

    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 travelling to.

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

    To send us feedback visit our contact us page and our staff will follow up.

    Where can I find terminal maps for Melbourne Airport?

    Please visit the maps page to view interactive and printable airport terminal maps for our international terminal (T2) and domestic terminals (T1, T3, and T4).

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

    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 regarding:

    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.

    Learn more about the exemptions when travelling with children.

    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, 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 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 dangerous goods app from the Department of Infrastructure and Regional Development.

    Is there a prayer room at the airport?

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

    Find out more about the prayer room and the airport Chaplaincy program.

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

    Mobile phones, cameras, video cameras and recording devices must not be used in Australian Customs and Border Protection Service controlled areas. 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.

    Visit the Australian Customs and Border Protection Service website for details using the Guide for Travellers.

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

    Yes, Melbourne Airport Health and Medical Centre is located on level 1 in T1 (Qantas domestic).

    Opening hours vary; the medical centre can be contacted on (03) 9338 8975.

    How do I find my check in counter at T2 international terminal?

    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.

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

    Bag wrapping services are available at Melbourne Airport within the check in area in T2. For more information, please see Protectabag.

    Are there eating and drinking options after immigration/passport control inside the international terminal (T2)?

    Yes, you will find a vast array of food and beverage options inside T2 including cafes, bars and casual dining options.

    More information is available by viewing our shop and eat page and filtering results by T2.

    I need to book a wheelchair or assistance for my family member or members who are flying in/out of Melbourne Airport – how do I arrange assistance?

    Wheelchair assistance is the responsibility of the 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 necessary arrangements, for example, to book a wheelchair or offer assistance to the aircraft.

    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.

    For more information view airline contact details.

    I arrive on an international flight into T2 – how do I transfer to a domestic terminal (T1, T3 or T4)?

    It is a customs requirement that all arriving passengers must collect their luggage and clear customs before transferring to any domestic service.

    Melbourne Airport has four terminals. All Terminals are linked within the same terminal precinct, under one single roof and within walking distance. Our domestic terminals are conveniently located on either side of T2 (international) 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.

    If I arrive on a domestic flight into T1, T3 or T4, how do I transfer to an international flight?

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

    For more information view airline contact details.

    Will my luggage be transferred to my final destination?

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

    For more information view airline contact details.

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

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

    For more information view airline contact details.

     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 every 10 minutes, 24/7.

    A number of 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 link below. These bus companies are authorised by Public Transport Victoria and Melbourne Airport to provide regular passenger services from the airport.

    View more information on transport options to Melbourne Airport.

    Where do I catch a taxi?

    Taxi ranks are located on the ground floor outside T1 and T2 and in the T4 Transport Hub.

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

    See more about taxis.

    Where are the terminals and which airlines typically operate out of each terminal?

    • Terminal 1 (T1): Domestic – Qantas
    • Terminal 2 (T2): International – all flights
    • Terminal 3 (T3): Domestic – Virgin
    • Terminal 4 (T4): Domestic – Jetstar, Tigerair, Rex and Airnorth