Find a Friendly Face in Melbourne Airport’s Experience Ambassadors

Airports move fast. Crowds spill in every direction, signs compete for your attention and sometimes you just stop mid-step and realise you have no idea where to go. At Melbourne Airport, you are never far from a friendly face. Our Experience Ambassadors, wearing pink jackets, are there for these moments.

As Australia's busiest transport hub and Victoria's gateway to the world, we see millions of passengers every year. But no matter how busy things get, there is always an Experience Ambassador nearby who is genuinely happy to help.

Melbourne Airport’s Experience Ambassadors are community members who volunteer their time and want every visitor, Australian or not, to feel at home the moment they walk through the doors. They are not airport staff or airline employees. Just friendly locals who love meeting people.

As part of our Experience Ambassador Volunteer Program, which has been running since 2012, they show up morning, afternoon and evening every single day of the year to give you the best passenger service experience at Tullamarine. Many also speak languages other than English, so do not be shy about saying hello in yours. You can spot them by their watermelon pink blazer and official Melbourne Airport lanyard.

Every Experience Ambassador at Melbourne Airport is there to help every kind of traveller. You do not need a reason to approach them. Even a simple question like where you can grab a cup of coffee or how to get to your connecting flight in another terminal is reason enough.

Over the years, they’ve helped:

• Families juggling luggage and little ones
• Older travellers who want a familiar face nearby
• First-time visitors who have never set foot in Tullamarine before
• International arrivals still finding their bearings after a long flight
• People looking for the pick up and drop off areas but are not quite sure where to go

For travellers who need more hands-on support getting around, our free Melbourne Airport Assist service is there too. Delivered in partnership with Travellers Aid, it helps people with mobility or accessibility needs move between car parks, check-in areas and other parts of the airport.

We recommend booking special assistance at least 24 hours ahead, but if you have not pre-booked, help is still available on the day. Just call the phone number 0492 868 960 or head to any Mobility Hub location, and the team will take it from there.

You can ask Melbourne Airport's Experience Ambassadors just about anything, whether you are trying to find the nearest food outlets or bathroom, or you have no idea what to do after your bag did not show up on the carousel. They know this airport better than most, and they'd be glad you asked.

Here’s a look at some of the things they help with every day:

• Which terminal is my airline in? If you are not sure which terminal you need to head to, just ask. Qantas domestic flights operate from Terminal 1, Virgin Australia from Terminal 3, and Rex, Link Airways and Jetstar from Terminal 4. All international flights go through Terminal 2, the international terminal.
• Where are the check-in counters? Check-in counters and bag drop for each airline are at their respective terminals. If you are dragging a full trolley and cannot find the right entry, you can ask an Experience Ambassador to walk you there.
• I've just landed. Where do I go next? International passengers come through the Terminal 2 Arrivals Hall first. Our volunteers are a familiar presence here, ready to guide you toward ground transport, onward connections, or wherever you need to be. For domestic arrivals across the other terminals, they are just as easy to find and just as happy to help.
• I have a rental car booked. Where do I pick it up? The Car Rental desks are on the Ground Floor of the T123 Terminal Car Park, a short walk from the Terminal 2 Arrivals Hall. Our volunteers can point you in the right direction or walk you there if you are not sure where to go.
• How do I get into the city from the airport? Skybus, Public Transport Victoria (PTV) and many regional and charter buses run bus services between the airport and the CBD, train stations and suburbs across Melbourne. Volunteers can walk you through all of these options and point you to the right stop. Planning to take a taxi or rideshare? Ask our volunteers which pick-up zone to head to based on your terminal and airline.
• I think I've lost something. What do I do? Go to the Visitor Information Desk in the Terminal 2 Arrivals Hall on the Ground Floor. The help desk is open from 4 AM to midnight, seven days a week, to offer help with lost property. A volunteer can walk you there or help you work out the next step. Lost something on the plane? Ask the volunteers for help getting in touch with your airline.
• Where is currency exchange and duty free? Currency exchange is available in T2 Departures and T2 Arrivals, while duty free stores are in Terminal 2. Our volunteers know exactly where each one is and can save you the time of reading every sign on the way.
• Where can I grab some food? Every terminal has its own food outlets. Just ask, and a volunteer will point you to whatever is closest, whether it is a quick coffee before boarding or something more relaxed while you wait.
• Is there free WiFi? Yes. Complimentary WiFi is available across all terminals and throughout the car parks. If you are having trouble connecting, a volunteer can help you sort it out on the spot.
• I lost my airport parking ticket. What do I do? Our volunteers can point you to the nearest Help Point intercom in the car park. Just press the button, and from there, a parking customer service team member will help you sort it out.

At Melbourne Airport, you can find Experience Ambassadors spread across all terminals, working morning, afternoon, and evening shifts every single day of the year. You will spot one pretty quickly. Just look for anyone wearing a watermelon pink blazer and an official Melbourne Airport lanyard.

They move throughout the terminals, so whether you are still waiting at your gate or just walking out of security, one is usually not far away. If you land outside volunteer hours, no worries there either. Melbourne Airport has other staff and services who can help.

Melbourne Airport's Experience Ambassadors show up every morning, afternoon and evening, in their watermelon pink blazers, because they genuinely want your time here to be a good one. So next time you’re here, whether you’re fresh off a long flight, picking someone up, or just trying to find your gate, look for the pink jacket and ask away.

Got more questions? Contact our team or head to our Help and Information page, where our FAQs cover just about everything you might need before, during or after your visit. If you want travel tips, airport updates and the occasional good reason to look forward to your next trip, subscribe to our newsletters and follow us on social media. We would love to have you along.