Special Assistance at Melbourne Airport

Can you pre-book Special Assistance?

• Yes! You can pre-book Melbourne Airport Assist here. 
• Please allow at least 24 hours’ notice for all bookings. 
• Melbourne Airport Assist is a complimentary accessibility service available to travellers who are living with a disability and/or have mobility support requirements. We help you move around the airport before checking-in and when you return, after collecting your bags.

Operating hours are Monday to Sunday 6am – 10pm

Who can't use the service?

This service is not available to travellers who do not have a disability or mobility requirement or those 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.

Can you use the Melbourne Airport Assist 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.
• Mobility Hub operating hours are Monday to Sunday 6am – 10pm

Do you need support from 10pm - 6am?

• Don't worry, 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, Melbourne Airport Assist makes it easier for travellers to move between car parks, check-in areas, baggage halls, and passenger pick up and drop off zones. 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, PTV bus service, taxi rank, and Uber) and Jetstar/Rex arrivals areas.
• Operation of 5 Mobility Hubs across the airport

There are three options for assistance at Melbourne Airport: 

1. Melbourne Airport Assist 6am - 10pm

For help before you get your boarding pass. Staffed 6am - 10pm. 

2. Melbourne Airport after hours support 10pm - 6am

For help before you get your boarding pass after hours. Staffed 10pm - 6am.

3. Airline support 

For help after you get your boarding pass. This must be pre-booked with your airline.

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

You can visit our Online Mobility Hub page for more information on planning your trip through the airport if you have accessibility or disability needs. 

What is Airline support?

• This is help from check-in to your airplane seat when departing. When flying into Melbourne, your airline must also help you get from your seat to baggage carousel.
• This service is provided by your Airline and needs to be booked with your airline. See airline details here.
• Melbourne Airport staff cannot help with this service, due to Occupational Health and Safety regulations. 

Airline support 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 such as 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.