If you lose or misplace something within any of our terminals (T1-4) or the security checkpoints, you can check with The Melbourne Information Desk located on the ground floor in between Terminal 2 arrivals and T3 arrivals. They operate 9am – 4pm Monday to Friday and closed on Public Holidays.
Phone: +61 3 9297 1805
If you have lost your passport, you will need to contact the Australian Border Force directly on +61 3 9339 1320.
Please see below information about lost property and how to retrieve your items:
Outside of Smartcarte opening hours, please leave a voicemail message and a staff member will be in touch the following shift.
Alternatively, you can use this form to lodge the details of your lost item(s).
Lost property retrieval
To retrieve an item that has been found, you will be provided with an item number to be quoted in all communication.
There are a few of options for reclaiming your item:
- Pick up – In order to collect your item from The Melbourne Information Desk, you will need to first make an appointment so that it is ready for you upon arrival. At least 48 hours’ notice is needed.
- Courier – If you would like your item delivered to you, you can arrange a courier, provide them with the lost item number and notify us 48 hours in advance that they will be arriving.
Lost property on a flight or at the bag carousel
If you have lost an item on a flight or left luggage behind on a flight or carousel, it’s best to contact your airline directly.
Qantas: +61 3 8336 4100
Virgin: +61 3 9339 1750
Jetstar: +61 3 9335 0270
TigerAir: +61 3 8326 3673
Rex: +61 3 8346 0320
Air North: +61 8 8920 4003
See here for a comprehensive list of airline contact details.
Lost passport
If you have lost your passport, you will need to contact the Australian Border Force directly on +61 3 9339 1320.