There are three options for assistance at Melbourne Airport: 

1. Melbourne Airport Assist (6am - 10pm) 
2. After Hours Assistance (10pm - 6am)
3. Airlines Assistance (within terminals): 

• Departures: Help from check-in through security and onto your aircraft.
• Arrivals: Help from the aircraft to baggage reclaim (domestic) or the Arrivals Hall (international).

Please visit our Online Mobility Hub page for all the information you need to plan your trip through the airport if you have accessibility or disability needs. 

After a successful four-month trial, we’re pleased to introduce a permanent network of mobility hubs across Melbourne Airport.

Delivered in partnership with Travellers Aid, the Melbourne Airport Assist service makes it easier for travellers to move between car parks, check-in areas, baggage halls, and passenger pick-up and drop-off zones. The service complements existing airline assistance, ensuring extra support is available at every stage of the journey.

The free Melbourne Airport Assist service includes:

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

Operating hours
Monday to Sunday: 6am – 10pm

How to access the service

• You can pre-book here. Please allow at least 24 hours’ notice for all bookings. 
• 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 hubs across the airport. Simply approach the staff stationed at the hubs and they will assist. View the mobility hubs' locations here.

Need support outside the Mobility Hubs’ operating hours?

• After Hours Assistance is available between 10pm - 6am, 7 days a week. 
• Needs to be booked 24 hours before you need it. Book here (select Special Assistance in the form).
• Provided by Melbourne Airport.
• If you don’t book, help might not be available.

How to book After Hours Assistance

There are two ways you can book After Hours Assistance. Please make sure you book this service at least 24 hours before you fly or before you land into Melbourne.

• Fill out the Special Assistance form here and someone from our team will contact you via email or phone.
• Call +61 3 9297 1318 during business hours (Monday to Friday 9am to 5pm) or call 0435 696 814 outside of business hours.

On the day you are travelling please call us on one of the phone numbers above 15 minutes before you arrive at the airport.

Please note, if you don't book in advance, we may not have the people or resources available to help you. 

How to book Airlines Assistance

• Provided by the Airline.
• Needs to be booked with your airline. See airline details here.
• Melbourne Airport staff cannot help with this assistance, due to Occupational Health and Safety regulations. 

Includes:

• Help you might need from checking in, going through security and customs, and getting on the plane. 
• A wheelchair to help you move through the airport.
• Help you might need when you arrive in Melbourne and need help from your seat in the plane to the baggage carousel.

• Melbourne Airport offers a Hidden Disability Program to support travellers with non-visible disabilities. This program includes the use of a sunflower lanyard to discreetly indicate to staff that a passenger may require additional assistance. The program also provides sensory maps and social stories to help navigate the airport, and staff training to better understand and support travellers with hidden disabilities. 
• The sunflower lanyards are available for collection either before your departure date and/or on the day of departure. 
• Lanyards can be collected from the following locations:
• The Visitor Information desk located in the Terminal 2 (T2) Arrivals Hall on the ground floor. The desk is operational from 04:00 to 00:00, seven days a week, including all public holidays. 
• The onsite Melbourne Airport Assist mobility hubs. Click here to view hub locations.
• Have a question about the Hidden Disability Program? Fill in the form here and someone from our team will be in touch.