Just Landed? Get Help from Our Friendly Team at T2 Arrivals

Overview

Just touched down in Melbourne? Whether you're visiting Victoria for the first time, reuniting with family after a long trip, or connecting to a domestic flight, the first few minutes after landing can feel a little overwhelming. Think new surroundings, unfamiliar signs, and a hundred small questions all at once. You don't have to figure it out on your own.

Right on the Ground Floor of the Terminal 2 Arrivals Hall, you’ll find our Visitor Information Desk. Staffed by friendly faces who know the airport inside out, our Melbourne Airport help desk team is there every day, genuinely happy to help.

What Is the Visitor Information Desk?

The Visitor Information Desk is a free, staffed help desk at Melbourne Airport's international terminal (T2). You don't need to book, call ahead, or fill anything in. Just walk up and talk to the team.

It’s there for anyone who needs a hand after landing at Terminal 2, but it’s especially useful for:

First-time visitors to Tullamarine or Australia
International travellers who are unfamiliar with the airport layout
Families travelling with young children
Older travellers who prefer face-to-face help
Travellers who have lost an item inside the airport
Anyone who needs directions, transport information, or general help

If you're travelling with a disability or need special assistance, please visit our Online Mobility Hub. It's a free resource packed with everything you need to plan your journey through the airport, from accessibility maps to information on wheelchair support and assistance services.

What Can the Team Help With?

At the Visitor Information Desk, you can get help with finding your way around T2, sorting out onward transport into the city or beyond, reporting lost property, and general visitor questions. It's all free, and the team is there every day.

Visitor support. Not sure where the free Wi-Fi connects? Need to find a currency exchange before you head out? If you need details on airport facilities, our team can point you in the right direction. As for baggage inquiries, please head to the Baggage Service Desk on the ground level near carousel 4.
Wayfinding. T2 is a big terminal. If you need to find the duty free stores, somewhere to eat and drink, or simply want to know which way to go, just ask. Connecting to a domestic flight with Virgin Australia, Qantas, Jetstar, Rex or Link Airways? Our team can tell you where the check-in counters are, depending on which domestic terminal you’re heading to.
Lost property. Left something behind somewhere in the airport? The Visitor Information Desk is the official lost property collection point at Melbourne Airport. If you're still at the airport, come straight to us, and we’ll help. But if you've already left, submit a lost property form online through our website.
Onward transport. Not sure how to get into the city or to your accommodation? Our team know all the options. Taxis depart from the taxi rank just outside the terminal. Rideshare pick-ups and public bus services are also nearby, and our team can walk you through which option suits you best.

Is the Melbourne Airport Help Desk Open 24/7?

Not quite, but close. The Visitor Information Desk at the T2 Arrivals Hall is open from 4 AM to midnight, seven days a week, including public holidays. That covers the vast majority of arriving flights. Outside those hours, you're not on your own. Our Experience Ambassadors, wearing pink jackets, are a familiar presence throughout the terminals and are always happy to help with general enquiries, from pointing you in the right direction to answering questions about the airport.

For a full list of FAQs and everything else you might need before or after your visit, head to our Help and Information page on the Melbourne Airport website.

How Do You Time a Smooth Pick-Up From Terminal 2 Arrivals?

To time a smooth pick-up from T2, give your driver at least 60 to 90 minutes from the time your flight lands before they head to the designated pick up zone. That's roughly how long it takes to clear border control, collect your bags, and get through biosecurity. During busy travel periods like school holidays and long weekends, it can take a little longer.

The Pick Up and Drop Off zones have a one-minute standing time limit. That means your driver needs to pull up only when you're already outside and ready to go. Message your driver once you've cleared biosecurity and you're walking towards the exit.

If your driver arrives early, they can head to the Free Wait Zone on Mercer Drive. It's free for the first 60 minutes and just a short drive from the terminal. For waits that run a little longer, our Terminal Car Parks offer 15 minutes of free parking for drive-up customers.

One more thing worth knowing. New, expanded Pick Up and Drop Off zones for Terminals 1, 2 and 3 are opening in the new T123 Transport Hub in late 2026. There'll be more space, a dedicated freeway exit, and a smoother experience all around for arrivals and departures. Keep an eye on our website for updates as we get closer.

Land Easy Knowing Help Is Already There

Most people walk straight past the Visitor Information Desk without knowing it's there, and that’s exactly why we're talking about it. So next time you land at Terminal 2, or you're helping someone plan their trip to Melbourne, remember that a friendly team is waiting right there in the Arrivals Hall. Free of charge. No booking needed.