Melbourne Airport Assist service

Need help moving around the airport? We have a network of mobility hubs across the airport where you can use the Melbourne Airport Assist service.

How to book the Melbourne Airport Assist service

• You can pre-book Melbourne Airport Assist here. 
• A minimum of 24 hours' notice is required for all bookings. 

Can you use the service without a booking?

• Yes! For assistance on the day of travel, call 0492 868 960.
• If you haven't pre-booked, the service is still available at any of the five Mobility Hubs across the airport. Simply approach the staff stationed at the hubs and they will assist. View the mobility hub locations here.

Operating hours
Monday to Sunday: 6am – 10pm

Need support from 10pm - 6am?

• After hours special assistance is available between 10pm - 6am, 7 days a week. 
• You need to book 24 hours before you fly.
• Send an email to [email protected] with your name, contact details and all flight details at least 24 hours in advance.
• If you don’t book, help and resources might not be available.

What is Melbourne Airport Assist?

Delivered in partnership with Travellers Aid, the free Melbourne Airport Assist helps you to move between car parks, check-in areas, baggage halls, and passenger pick up and drop off zones.

The free Melbourne Airport Assist service includes:

• Wheelchair connection and transfers between Jetstar, REX, Virgin Australia, Qantas, international arrivals and departures areas, and ground transport hubs.
• Buggy transfer between the Terminal 4 ground transport hub (including car park, bus services, taxi rank, and Uber) and Jetstar/Rex arrivals areas.

Melbourne Airport Assist is a complimentary accessibility service available to travellers who are living with a disability and/or have mobility support requirements. This service complements existing airline assistance, ensuring extra support is available at every stage of the journey.

This service is not available to travellers who do not have a disability or mobility requirement and who require assistance with luggage only. In these circumstances, luggage assistance can be arranged through Marhaba Meet and Greet Services, which is a paid service.

Need assistance within the terminals?
If you need assistance within the terminals - such as checking in, going through security and customs, boarding, or moving from the aircraft to baggage reclaim/Arrivals Hall, please contact your airline directly to arrange support. 

Share your feedback

If you would like to provide your feedback on the mobility hubs, please email [email protected]

There are five Mobility Hub locations:

• Terminal 1 Qantas Arrivals
• Terminal 2 International Arrivals
• Terminal 3 Virgin Arrivals
• Terminal 4 Jetstar Arrivals
• Outside Hannahs Café – T4 Carpark

View map below for locations.

Our Online Mobility Hub is a dedicated resource to help passengers with accessibility or disability needs plan their airport experience.

The online mobility hub features: 

Step-by-step videos: Created by people with lived experience, these videos share valuable tips and insights to help you navigate Melbourne Airport with confidence.

Accessible parking and transportation information: Details on accessible drop-off points, parking options, and assistance services to help you find your way in and out of the airport.

Accessibility facilities: Comprehensive information about the accessible amenities available throughout the airport.

Hidden Disability Program: Details on how we support passengers with hidden disabilities.

Explore the Online Mobility Hub here.

Please note that our Disability Access Facilitation Plan, which provides a comprehensive guide to the accessible amenities and services available at Melbourne Airport, is currently under review.