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. 

There are two parts to Special Assistance at Melbourne Airport – Kerbside Assistance and Terminals Assistance.

1. Kerbside Assistance 

• Available 24 hours a day, 7 days a week.
• Needs to be booked 24 hours before you need it. Book here.
• Provided by Melbourne Airport.
• If you don’t book, help might not be available.

Includes:

• Help you might need from drop off points to check in.
• Help you might need at the baggage carousel.
• Help you might need after you arrive in Melbourne, have your bags and need help getting to your pick-up options
• If you have family and friends with you, you may not need kerbside assistance. But you might still need Terminals Assistance.

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

• Fill out the Special Assistance form here or below 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.

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

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

• 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 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. 
• Have a question about the Hidden Disability Program? Fill in the form below and someone from our team will be in touch. 

2. Terminals 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.

The Airport Chaplains are on site everyday and provide our staff and passengers emotional and spiritual support across all faiths and belief systems. It's a helpful resource to passengers that are facing special needs, stress or loss. 

To arrange Chaplaincy Service assistance in advance, please email [email protected] or call +61 3 9297 1488.

Please visit our Online Mobility Hub page for all the accessibility and disability information you might need to plan you visit to Melbourne Airport.