Melbourne Airport has taken a significant step toward improving accessibility in air travel by launching Australia’s first dedicated service to support passengers with disabilities and special access needs. This new service, aptly named Airport Assist, introduces four strategically positioned Mobility Hubs throughout the airport.
Staffed by experienced Travellers Aid personnel, these hubs provide assistance to passengers navigating key areas, including car parks, check-in counters, baggage claim, and pick-up and drop-off zones. Airport Assist works in conjunction with existing airline mobility services, offering an additional layer of support at critical points across the airport.
The initiative is rooted in research conducted by Melbourne Airport to understand the challenges faced by travelers with disabilities or access needs. This research revealed that a significant portion of passengers, approximately one in ten, requires some form of assistance, a figure projected to rise as the population ages. Airport Assist directly addresses these needs by offering a range of features and services.
Passengers can access accessible information, utilize communication boards designed for non-verbal travelers, and benefit from sensory packs. The service also participates in the Hidden Disability Sunflower Program, providing visual cues for those who may require additional support. For ease of movement, Airport Assist offers buggy and wheelchair transfers to connect passengers with essential areas, such as the T4 ground transport hub and major airline terminals.
Developed in collaboration with industry partners, Airport Assist is set to revolutionize the travel experience for passengers with disabilities. While other Australian airports provide mobility services, Melbourne Airport’s comprehensive Airport Assist program sets a new standard for accessibility. This pioneering initiative is anticipated to be widely welcomed and may inspire similar programs to be implemented across the nation, paving the way for a more inclusive and accessible travel experience for all.
