Name of Airport: Melbourne Airport Operated by: Australia Pacific Airports Melbourne Pty Limited (APAM)
Disability AccessFacilitation Plan
Melbourne Airport Disability Access Facilitation Plan 2
ContentsObjective 4
Prior to Arrival 5
Kerbside Processes 6Pick-up and Drop-off zone T1, T2 and T3 6 Main Forecourt Pick-up and Drop-off (T1, T2 and T3) 6At Terminal T1, T2, T3 Car Park 7At Terminal T4 Car Park accessible parking (Level 1) 8At Terminal T4 Car Park accessible parking (Level 2) 8Long Term Car Park 9Public Transportation 10Assistance to/from the kerbside 10
Security Screening 11Travellers with wheelchairs and travellers with walking aids 11Travellers with low visionand travellers who are hard of hearing 11Travellers with artificial limbs/prosthesis 11Travellers with medical implants 12Travellers with medical equipment 12
Airport Terminal 13Arrivals and Departures 13 Flight Information 13Priority Seating 14Toilets and Lifts 15TTY Telephone 24Hearing Loop 24Public Showers 24Adult Changeroom 25Access to/from Aircraft 26Travellers using wheelchairs 26 Battery-powered wheelchairs and mobility aids 27Assistance Animals 27Distances from At Terminal Car Parks to Terminal Gates 28 Medical Centre 33
Direct Assistance 34Wheelchair assistance while travelling 34
Delivery Service 35Security environment 35Staff training 35
Communication 36Further information 36 Feedback and complaints 36
3Melbourne Airport Disability Access Facilitation Plan
Melbourne Airport Disability Access Facilitation Plan 4
ObjectiveThe wellbeing of travellers with a disability is a high priority at Melbourne Airport. The primary purpose of the Disability Access Facilitation Plan is to advise travellers with a disability of:
• The service measures Melbourne Airport will take to ensure access for travellers with a disability; and• How travellers with a disability can assist the airport to be best placed to provide
an appropriate service.
This Disability Access Facilitation Plan has been prepared following the Victorian Government Department of Human Services guidelines for communication with people with disabilities. www.dhs.vic.gov.au/for-business-and-community/community-involvement/people-with-a-disability-in-the-community/communicate-and-consult-with-people-with-a-disability/communication-with-people-with-disabilities
If you have feedback on the content of, or language used in this document, please refer to the communication section of the document on page 36 for details on how to provide your feedback to Melbourne Airport.
5
Prior to ArrivalShould you require assistance while transiting through the airport, it is recommended that you advise your airline of any requirements or assistance you may need at the time of booking. Airlines have established procedures in place for assisting travellers with a disability and we recommend that you contact them directly. Contact details for airlines that operate at Melbourne Airport can be found on the ‘Prepare to Fly’ tab on the Melbourne Airport website:
melbourneairport.com.au/Flight-Passenger-Info/Preparing-to-Fly/Airline-Information.html
Further information on airport facilities is provided on the Melbourne Airport website:
melbourneairport.com.au/flight-passenger-info/airport-facilities/overview.html
You can also obtain airport facilities information from the Melbourne Airport Travellers’ Information Service. The Travellers’ Information Service is available from two locations -on the ground level of the Arrivals Hall in the International terminal (T2), and on the ground level in the T1 Domestic terminal. The Travellers’ Information Service is the first point of contact for visitors to Melbourne to find out about the latest events, tours and must-see destinations in Victoria. It is also the first point of contact for all airport visitor requirements – including travellers with a disability requirements, and lost and found property – to help make your time at Melbourne Airport relaxed and enjoyable.
To contact the Travellers’ Information Service, phone +61 3 9297 1805 (within Australia).
Melbourne Airport Disability Access Facilitation Plan
NO LE
FT HAND TURN (BUSES EXCEPTED)
Business
At TerminalT1 | T2 | T3LEVEL 1-6
At TerminalT4
LEVEL 1-7
Long TermCar Park
T4 FORECO
URT
PEDESTRIAN
Entry
Entry
Entry
Qantas
T1
International
BUS LANE
1 MINUTE PUBLIC PICK UP LANE
T2
Virgin
T3
T4
T4
Tigerair,Jetstar, REX& AirNorth
TAXI RANK
LTCP BUS
SKYBUS
TAXI RANK
KEYDisabled car parking bays(5-minute standard)
AT TERMINAL T1 T2 T3
Terminal T1, T2, T3
6
Kerbside ProcessesPick-up and Drop-off zone T1, T2, T3 and T4Pick-up and drop-off zones are provided for travellers close to all terminals, and are clearly signposted for inbound traffic. Due to security requirements, drivers must stay with their vehicles at all times when utilising the drop-off zones. Dedicated 5 minute pick-up and drop-off zones for travellers with a disability are provided in the main forecourt to access T1, T2 and T3, and at the multi-level transport hub adjacent to T4.
Main Forecourt Pick-up and Drop-off (T1, T2 and T3)
Melbourne Airport Disability Access Facilitation Plan
7
Car Parking: At Terminal T1, T2, T3Should a driver need to leave their vehicle, it is recommended that the vehicle be parked in one of Melbourne Airport’s At Terminal Car Parks, or the Long Term Car Park.
All car parks operate 24 hours a day with various options to suit your specific needs.
Each car park contains designated disability accessible parking spaces located as close as possible to the terminal entrances or buses. To access these spaces, simply insert a credit card (no ticket required), enter the car park and then follow the accessible parking signage.
The At Terminal T1, T2, T3 Car Park and At Terminal T4 Car Park lifts have been designed with wide doors, and the controls are set at a height to ensure they are accessible from a wheelchair. The control panel is also written in Braille. Terminals 1, 2 and 3 can be accessed from the At Terminal T1, T2, T3 Car Park at ground level or through the covered walkways on Level 2.
Melbourne Airport Disability Access Facilitation Plan
At Terminal T1, T2, T3 Car Park
8
Car Parking: At Terminal T4 Car ParkAccessible car parking bays are available on levels 1 and 2 of the At Terminal T4 car park, which is 5-minute walk from T4. The At Terminal T4 Car Park is joined to T4 by a paved forecourt and covered walkway, which is for pedestrians only (i.e. no vehicles).
Melbourne Airport Disability Access Facilitation Plan
At Terminal T4 Car Park accessible parking Level 1 & 2KEY
All roads within Melbourne Airport precincts are NO STOPPING areas except where signed. Applicable to all vehicles including motorcycles.
For security reasons ALL roads are subject to TOW AWAY provisions where vehicles and motorcycles are left unattended.
NO STOPPING AREA
Last Chance Payment - 2 minutes
Premium Parking
Public Parking area
Public Pick Up - 1 minute
Permit Parking Only
VHA Parking Only
Disabled Parking
Pedestrian Walkway
Terminal 4
Level 1
Level 2
9
Car Parking: Long Term Car ParkThe Long Term Car Park has accessible bus shelters, and the courtesy buses are Disability Discrimination Act (DDA) 1992 compliant. As the courtesy bus runs continuously, there is no need to pre-book a pick-up or drop-off. The courtesy bus stops at all terminals (T1 T2/T3, T4). The first stop is at T3 and T2, following by T1 and finally, T4.
Please note that a valid ‘Disability Parking Permit’ must be displayed when using the designated disability accessible parking spaces. Vehicles that do not display a valid permit will be fined.
Melbourne Airport Disability Access Facilitation Plan
10
Public TransportationPublic transportation is easily accessible from each of the Terminals. Taxi services are available from outside Terminals 1, 2 and 3. T4 travellers can access the nearby taxi service from the ground level of the At Terminal T4 Car Park. Skybus leaves every 10 minutes from the Ground Level for Terminal 1, Terminal 3 and Terminal 4. For further information on Skybus operating hours visit www.skybus.com.au
Assistance to/from the kerbsideMost airlines provide services including wheelchair assistance for travellers from the check-in counter to the aircraft, or the aircraft to the baggage carousels. Some airlines may offer limited assistance on the day of travel to and from the kerbside if resources allow, however, assistance from the kerbside to the check-in counter or, from the baggage carousels to the kerbside cannot be guaranteed. For this reason, travellers must ensure they have arrangements in place to travel from the kerbside to the check-in counter and from the baggage carousels to the kerbside (for example, carer, family member or friend who can assist).
Melbourne Airport Disability Access Facilitation Plan
11
Security ScreeningScreening Officers at Melbourne Airport undergo initial training and annual refresher training regarding procedures on assisting travellers with a disability. Handbooks on the correct screening practices are provided at all screening point locations for reference by the Screening Officers.
Procedures have been developed to enable the smooth screening of travellers with a disability including travellers using wheelchairs, travellers with low vision and travellers who are fitted with a prosthetic device or pacemaker.
If travellers are unable to walk through the screening point, the traveller can request to sit in a plastic chair for the screening or alternatively choose to undergo a physical search. If a physical search is required, the traveller may request to have the physical search conducted in private.
Travellers using wheelchairs and travellers with walking aidsWheelchairs and walking aids are required to be screened at the security point. Travellers who require assistance will be guided through the process.
Travellers with low vision and travellers who are hard of hearingThe screening officer will assist travellers with directions including an explanation of the screening process. Travellers will be requested to proceed through the metal detector. Travellers may request the guidance and assistance of a Screening Officer while proceeding through the metal detector. If a physical search is required, the traveller may request to have the physical search conducted in private.
Certified assistance dogs will need to pass through the security screening point and will be visually inspected by the Screening Officer. There is no requirement to remove the dog’s harness.
Travellers with artificial limbs/prosthesisTravellers are advised to notify the security staff of their prosthesis prior to passing through the walk-through metal detector so alternate screening can occur.
Melbourne Airport Disability Access Facilitation Plan
12
Travellers with medical implantsWhen arriving at the screening point travellers should advise the Screening Officer of any medical implants they may have that could activate the metal detector, for example, a pacemaker or body brace. The Screening Officer will ask the traveller to identify the location of the medical implant. If a physical search is required, the traveller may request to have the physical search conducted in private.
Travellers with medical equipmentTravellers with medical conditions are advised to contact their airline in relation to the carriage of medical equipment through screening points and on board their flight.
Melbourne Airport Disability Access Facilitation Plan
13
Airport TerminalTactile Ground Surface Indicators (TGSIs) are installed in various locations around the terminal to assist the visually impaired people with low vision to recognise changes in the terrain (e.g. escalators). Both the Arrivals level (ground floor) and Departures level (first floor) of Terminals 1, 2, 3 and 4 are linked by escalators and lifts.
Arrivals and DeparturesShould you require assistance while transiting through the airport, it is recommended you advise the airline of any assistance you may need at the time of booking.
Tactile Ground Surface Indicators (TGSIs), braille signage and hearing loops have been installed in Terminal 2 from immigration to the departure gates.
When available, Melbourne Airport will utilise aerobridge-equipped bays for arriving and departing aircrafts. For flights scheduled on bays where aerobridges are not available, airline personnel are trained to assist travellers with disabilities to board and disembark the aircraft.
Travellers should note that there is no porter service or any other form of direct assistance provided external to the terminal buildings. Travellers requiring direct assistance must make their own prior arrangements for the provision of direct assistance external to the terminals’ entry doors.
Flight InformationFlight Information Display System boards are strategically located throughout the terminal to provide current aircraft arrival and departure information. This information can also be found on the Melbourne Airport website or iPhone application.
melbourneairport.com.au/flight-passenger-info/flight-information/current-flights.html
Melbourne Airport Disability Access Facilitation Plan
14
Priority SeatingDedicated priority seating has been placed throughout T1, T2, T3 and T4 on both ground floor and departures level, including gate areas.
Melbourne Airport Disability Access Facilitation Plan
15
Toilets and LiftsToilet facilities for travellers and visitors with disability are located throughout T1, T2, T3 and T4. A wheelchair accessible toilet is also located on the ground floor of the At Terminal T1, T2, T3 Car Park and the At Terminal T4 Car Park.
Melbourne Airport Disability Access Facilitation Plan
BAGGAGERECLAIM
BAGGAGERECLAIM
BAGGAGERECLAIM
JETSTARSERVICE DESK
TIGERSERVICE DESK
REX CHECK-IN
JETSTAR CHECK-IN
& BAG DROP
TIGER CHECK-IN
& BAG DROP
5
6
7
KEYToilets Travelators
Li�s ATMs
Medical CentreShowers
Disabled Security
Airline LoungesParents
Escalators Priority SeatingP
T4 GROUND FLOOR
AT TERMINAL T4CAR PARK LEVEL 2
DISABILITY CAR PARKBAY, TO CHECK IN 205m
AT TERMINAL T4GROUND LEVEL TO
CHECK-IN - 210M
DEPA
RTUR
E DR
IVE
ARRI
VAL
DRIV
E
SERV
ICE
ROAD
AIRS
IDE
ROAD
T4 ground floor – baggage reclaim adjacent to Carousel 1
GATE 13
GATE 19GATE 17
GATE 15
GATE 12GATE 14
GATE 16GATE 18
GATE 20
GATE 11
GATE 52
GATE 51
GATE 50
GATE 49
GATE 48
GATE 47
GATE 46
GATE 45
GATE 44
GATE 43
GATE 42
GATE 41
Li�s
KEYToilets Escalators
Disabled ATMs
First Aid Priority SeatingP
Parents Retail
Security Screening 20 McDonald’s
P
P
P
PP
PP
P
P
PP
P
P
P
PP
1
2
3
4
5
6
7
8
9
10
11
12
13 14 15 16 17 18 19
20
21
22 23
24
25
26
27
28
29
30
31
32
LOBBY
LOUNGESEATING
LOUNGESEATING
GATES 14-20 GATE 30
GATES 41-52
GO DOWN TOGATES 30
END OFFLOOR
TO T3 MEZZANINEFROM SECURITY
SCREENING
GO DOWNTO BAGGAGE
RECLAIMAND EXIT
GO DOWN TOGATES 15-20
GO DOWN TOGATES 41-52
EXIT
DEPA
RTUR
E DR
IVE
ARRI
VAL
DRIV
E
SERV
ICE
ROAD
AIRS
IDE
ROAD
TERMINAL 4 – LEVEL 1 LOUNGE AND GATES
16
T4 first floor
Melbourne Airport Disability Access Facilitation Plan
SKYB
US
VIRG
IN A
UST
RALI
A D
OM
ESTI
C
ARR
IVA
L D
RIV
E LT
CP* B
US
BU
S LA
NE
(Arr
ival
Driv
e)
12
ACCOMODATIONBOOKING SERVICE
OVER
SIZE
LUGG
AGE
BAGGAGE 1
STAFF AREA
BAGGAGE 2
BAGGAGE 3
FROMAIRCRAFT
GATES
T3
OFFI
CES
KEY
*LTCP - Long term car park
Hudsons Coffee12
Toilets
Disabled
Parents
Lifts
Escalators
Travelators
Disabled Parking 5 min
1 min Pick-up
Bus Zone
Taxi Holding Area
Walkway
Prayer Room
17
T3 ground floor – baggage reclaim
Melbourne Airport Disability Access Facilitation Plan
GATE 9
GATE 7
GATE 5
GATE 3
GATE 1
GATE 10
GATE 8
GATE 6
GATE 4
GATE 2
1
2
VIRGIN LOUNGE
STAFF AREA
SECURITYSCREENING
SECURITYSCREENING EXIT
THROUGH
TO T4
T3VIRGIN AUSTRALIA
TO PIER F
CHECK IN COUNTERS
TO GATE 20 - 430m T3 CHECK IN COUNTERS
TO SECURITY - 45m
PIER E SECURITY SCREENING
T3 SECURITY SCREENING
TO GATE 10 - 240m
KEY
1
2
Newslink
Surf Dive n’ Ski
Escalators
ATMs
Li�s
Security Screening
Travelators
Parents
Disabled
Toilets
AT TERMINAL T1, T2, T3 CAR PARK LEVEL 2 DISABILITY
CAR PARK BAY TO CHECK INCOUNTERS 205M 18
T3 Mezzanine floor – aircraft gates 2 and 4
Melbourne Airport Disability Access Facilitation Plan
19
T3 first floor – behind Virgin check-in counters
Melbourne Airport Disability Access Facilitation Plan
46
KEY
Escalators
Medical CentreDisabled
46 Hightide Lounge Travelators
Airline LoungesShowers
Toilets Security
Li�s Elevated Walkway
ATMsParents
T3
Walking time 2 mins
T3VIRGIN AUSTRALIA
(DOMESTIC)
TO DOMESTIC
GATES
VIRGIN AUSTRALIA
WEB CHECK-IN
VIRGIN AUSTRALIA CHECK-IN
OVERSIZED BAGGAGE
OVERSIZED BAGGAGE
T3 DEPARTURES - LEVEL 1VIRGIN AUSTRALIA
AT TERMINAL T1, T2, T3 CARPARK LEVEL 2 DISABILITYCAR PARK BAY TO CHECK
IN COUNTERS 205m
T3 CHECK IN COUNTERSTO SECURITY (VIA LIFT - 45m)
SKYB
US
QANTAS(DOMESTIC)
INTERNATIONAL
SOUTHERN TAXI RANK BUS O
NLY
BUS ONLY
BUS ONLY
1 MIN
UTE PICK UP-D
ROP OFF
BUS ONLY
ARR
IVA
L D
RIVE
BUS LANE (Perm
it Acc
ess)
ARRIVAL DRIV
E (Restr
icted Access)
LTCP
* BUS
BUS
LAN
E (A
rriv
al D
rive)
PARKROYAL HOTEL
BUS ONLY
T
12
ACCOMODATIONBOOKING SERVICE
OVER
SIZE L
UGGA
GE
OVERSIZE LUGGAGE
QUARANTINE
BAGGAGE 2
CUSTOMS
BAGGAGE 1
BAGGAGE 8
BAGGAGE 1
STAFF AREA
BAGGAGE 2
BAGGAGE 4
BAGGAGE 5
BAGGAGE 6
BAGGAGE 7
BAGGAGE 3
EXIT
(ONLY)
EXIT
(ONLY)
FROM
AIRCRAFT
GATES
FROMAIRCRAFT
GATES
T3
T2
BAGGAGE SERVICES
DUTY FREE
OFFIC
ES
T2 INTERNATIONAL &T3 VIRGIN - GROUND FLOOR
(BAGGAGE RECLAIM)
T2 INTERNATIONALBAGGAGE
1 MIN
UTE PICK UP-D
ROP OFF
KEYSmarte Carte Baggage Storage3
MenziesBaggage Services4
*LTCP - Long term car park
Disabled Parking 5 min
1 min Pick-up
Bus Zone
Taxi Holding Area
Walkway
Prayer Room
Toilets
Disabled
Parents
Lifts
Escalators
Travelators
20
T2 ground floor – baggage reclaim (airside)
Melbourne Airport Disability Access Facilitation Plan
21
T2 first floor
Melbourne Airport Disability Access Facilitation Plan
46
GATE 9
GATE 10
GATE 11
GATE 15B
GATE 15A
GATE 18
GATE 20
GATE 16
GATE 14
GATE 7
GATE 5
GATE 3
GATE 8
GATE 6
GATE 12
GATE 4
GATE 2
KEY
Elevated Walkway
Escalators
Disabled
Showers
Toilets
Li�s
Parents
Medical Centre
Travelators
Airline Lounges
Security
ATMs
Prayer Room
T3
T2
T1
Walking time 2 mins
1 minuteDrop o�
zoneDisabledParking
5 minutes
Walking time 15 mins
Emirates &Etihad Lounges
Escalator upto Lounges
Escalator down
to Lounges
Escalator upto Lounges
DUTY FREE
TO T1QANTAS
(DOMESTIC)
A
JH
ED
BCFGKLMN
O
P
T3VIRGIN AUSTRALIA
(DOMESTIC)
TO DOMESTIC
GATES
VIRGIN AUSTRALIA
WEB CHECK-IN
VIRGIN AUSTRALIA CHECK-IN
OVERSIZED BAGGAGE
OVERSIZED BAGGAGE
CHECK-IN
CHECK-IN CHECK-IN
CHECK-IN
CHECK-IN
CHECK-IN
QANTAS INTERNATIONAL
QANTASFIRST
DUTY FREE
CUSTOMS
SECURITYSCREENING
DEPARTURE DRIVE
SERVICEDESK
FLIGHT INFOBOARD
FLIGHT INFOBOARD
ENTRY TOINTERNATIONAL
SECURITYSCREENING
T2 DEPARTURES - LEVEL 1(INTERNATIONAL)
CHECK-INTO PIER LINK
- 561m
PIER LINKTO GATE 20
- 283m
PIER LINKTO GATE 12
- 175m
AT TERMINAL T1, T2, T3 CAR PARK LEVEL 2 DISABILITY
CAR PARK BAY TO CHECK INCOUNTERS 205M
22
T1 ground – baggage claim
Melbourne Airport Disability Access Facilitation Plan
GATE 3
GATE 1
GATE 2
GATE 24
GATE 26
GATE 22
3
45
6
2 1
KEYLi�sToilets
EscalatorsDisabled
*LTCP - Long Term Car Park
ATMsParents
Walkway 1Brown GougeDry Cleaners
T1
T2BUS ONLY
ARRIVAL DRIVE
BUS ONLY
PEDESTRIANWALKWAY
1 MIN
UTE PUBLIC PICK-UP
1 MIN
UTE PUBLIC PICK-UP
SOUTHERN TAXI RANK
BUS ONLY
BAGGAGE 1 BAGGAGE 2 BAGGAGE 3 BAGGAGE 4
QANTASVALET PARKING
VHAPERMIT AREA
AT TERMINALT1 T2 T3 CAR PARK
AT TERMINALT1 T2 T3
CAR PARK
EXIT
MIDDLE LANE (Perm
it Acce
ss)
ARRIVAL DRIVE (Restricted Acce
ss)
PARK ROYAL HOTEL
PARK ROYALPARKING ONLY
TO T2, T3, T
4
(1-5 MIN
WALK)
SKYBUS LTCP* BUS
T1 QANTASDOMESTICARRIVALS(GROUND FLOOR)
23
T1 mezzanine floor – gates area
Melbourne Airport Disability Access Facilitation Plan
1
8
9
10
11
12
13
20 21
1918
17 22
16
7
14
15
23
24
25
2
34
6
5
GATE 12
GATE 10
GATE 11
GATE 7GATE 27
GATE 25
GATE 23
GATE 21
GATE 3
GATE 1
GATE 9
GATE 8
GATE 6
GATE 4
GATE 2
GATE 24
GATE 26
GATE 28
GATE 30
GATE 22
KEYToilets
EscalatorsDisabled
ATMs
Showers Security
Parents
23 Carry On 24 Two Brews
Medical CentreTravelators
T1
DEPARTURE DRIVE
DEPARTURE DRIVE
DEPARTURE DRIVE
ELEVATED WALKW
AY
DOWN TOBAGGAGE CLAIM
STAIRS TO MEZZANINEFROM FIRST
QAN
TASM
EETING RO
OM
S
ESCALATORS TOFOOD COURT
STAIRS DOWN TOBAGGAGE CLAIM
T1 QANTASDOMESTIC(MEZZANINE LEVEL)
T2
T1A
JH
ED
BCFGKLMN
P
CHECK-IN
CHECK-IN CHECK-IN
CHECK-IN
CHECK-IN
CHECK-IN
QANTAS INTERNATIONAL
DUTY FREE
SECURITYSCREENING
SERVICEDESK
24
TTY TelephoneA telephone with teletypewriter (TTY) facility for people who are hard of hearing is located on the ground floor of Terminal 2.
Hearing LoopHearing loops are provided:
• Throughout all public areas of T3• Zone D check-in counters in T2 Security screening, immigration and the retail precinct T2 departures• Gate 12 -20 T2 departures• Carousels 6 and 7 in T2 arrivals
Public ShowersPublic shower facilities are located in the first amenities block opposite Hungry Jacks on the departures level of T2.
Melbourne Airport Disability Access Facilitation Plan
25
Adult change roomAn adult change room facility is located in T4 behind McDonald’s on level 1. Our adult change room has an adult-sized changing bench, a tracking hoist system, adequate space in the changing area for a traveller with a disability and up to two carers. It also includes a centrally placed toilet with room either side for the carers, a large waste bin for disposable pads and a non-slip floor.
Melbourne Airport Disability Access Facilitation Plan
GATE 11
P
P
6
7
8
9
10
13 14 15 16 17 18 19
20
21
22 23
24
25
26
27
28
LOUNGESEATING
LOUNGESEATING
GO DOWNTO BAGGAGE
RECLAIMAND EXIT
SERV
ICE
ROAD
26
Access to/from AircraftSmooth and uninterrupted access to and from aircraft is facilitated by the provision of ramps, stairs and aerobridges.
Travellers with limited mobility or other disabilities can request assistance from airline staff for boarding and disembarking. As noted previously, travellers requiring assistance are advised to notify the relevant airline or agent at the time of booking with confirmation prior to travel to allow appropriate assistance to be provided at the time of boarding or disembarking from the aeroplane
Lifts are available from the terminal boarding lounge to the apron level but they can only be accessed by airline staff. Travellers who are unable to access stairs must make this known to the airline at the time of booking so that access via the lifts can be arranged.
Aerobridges are not provided to all aircraft parking positions. Where aerobridges are not available travellers are required to descend stairs from the upper level of the terminal to the ground level apron area.
The design and function of lifting devices can vary from airline to airline, particularly between domestic carriers, however in the majority of cases will generally allow for the traveller to remain in the airline wheelchair.
Equipment is available for lifting travellers on and off an aircraft and airline staff will assist travellers in boarding or disembarking from the aircraft that are not provided with aerobridges.
Travellers using wheelchairsIn the majority of cases, travellers using wheelchairs for mobility are able to take their own wheelchair to the boarding gate. However this procedure can vary between airlines. Travellers are advised to discuss the procedure with their airline prior to travel.
Travellers taking their own wheelchair to the boarding gate are advised to arrive early for boarding. Travellers will be required to transfer to an airline wheelchair for boarding and disembarking, and are responsible for advising their airline and ground crew how best they can be assisted. It is noted that the airline wheelchairs are narrow in width to facilitate movement up and down the aircraft aisles.
Following transfer to the airline wheelchair, the traveller’s wheelchair will be tagged and cleared for stowage in the baggage hold, and for most airlines will be available at the gate upon arrival at their destination.
Melbourne Airport Disability Access Facilitation Plan
27
Battery-powered wheelchairs and mobility aidsFor safety reasons, the carriage of battery-powered wheelchairs and mobility aids by airlines is regulated under national and international laws.
www.casa.gov.au/standard-page/travelling-battery-powered-wheelchair
These laws outline specific procedures for the transportation of batteries, which typically cannot travel as baggage within the baggage hold; however exemptions apply for battery-powered wheelchairs, where certain requirements can be met by the airline.
These requirements are in place to prevent fire due to heat or sparks should the battery be short circuited and to reduce as far as is possible the risk of spillage of battery electrolyte during loading, flight and unloading and possible corrosion damage to the aircraft, baggage and cargo.
The procedures the airlines must follow are time consuming and delays may be experienced. However this can be reduced by making advance arrangements with the airline as early as possible before the proposed flight and allowing sufficient time for any necessary preparation of the wheelchair for flight prior to boarding.
Travellers are advised to carry details of the type of battery installed within their mobility aid and notify the airline when making arrangements.
Assistance AnimalsAssistance animals are welcome inside the terminal and on aircraft, where the animal is assisting a person with low vision.
Typically, airline operators will only accept assistance animals within the aircraft cabin that have been appropriately trained, sufficient to pass a public access test by specific organisations. Assistance animals lie on an absorbent mat either in front of your seat in First and Business Class, or in front of the adjacent seat in Economy. Travellers are advised to liaise with their airline prior to travel to ensure their animal can be cleared for travel within the cabin.
It is important that you have your dog’s proof of identity card with you during travel, indicating the level of appropriate training attained, as issued by the relevant organisation.
Melbourne Airport Disability Access Facilitation Plan
28
Distances from At Terminal 123 Car Parks to Terminal gatesT1 gate map walking time and distance
Melbourne Airport Disability Access Facilitation Plan
1
89
10111213
20
1918
17
22 21
16
714
15
23
2
3 4
5
6
GATE 12
GATE 10
GATE 11
GATE 7GATE 27
GATE 25
GATE 23
GATE 21
GATE 3
GATE 1
GATE 9
GATE 8
GATE 6
GATE 4
GATE 2
GATE 24
GATE 26
GATE 28
GATE 30
GATE 22
T2
T2
T1
TO T2
FOOD COURT
DEPARTURE DRIVE
DEPARTURE DRIVE
DEPARTURE DRIVE
TO T2
TO LIFTS
QANTASCHECK-IN
CHECK-IN A
QANTAS INTERNATIO
NAL
BAG DROP
LOUNGE
BAG DROP
QANTASCHECK-IN
TO GROUND FLOOR
TO MEZZANINE & GROUND
AT TERMINAL EXIT
ELEVATED WALKW
AY
CHECK-IN
QANTASCHECK-IN
T1 QANTASDOMESTIC
(FIRST FLOOR)
PIER
C
PIER
B
T1 CHECK IN
AT TERMINAL T1, T2, T3 CAR PARK LEVEL 2 DISABILITY
CAR PARK BAY TO CHECK INCOUNTERS 205M
SECURITY SCREENING TO THE PIER C LIFT - 80m
PIER
B
PASSENGER BOARDING LEVEL
PIER C LIFT TOGATE 12 - 300m
PIER B LIFT TO GATE 30 - 310m
PIER B LIFT TO GATE 12 - 435m
PASSENGER BOARDING
LEVEL
LIFT
SECURITYSCREENING
LIFT
SECURITY SCREENING TO THE PIER B LIFT - 65m
KEY
29Melbourne Airport Disability Access Facilitation Plan
Distances from At Terminal 123 Car Parks to Terminal gatesT3 gate map walking time and distance
GATE 9
GATE 7
GATE 5
GATE 3
GATE 1
GATE 10
GATE 8
GATE 6
GATE 4
GATE 2
1
2
VIRGIN LOUNGE
STAFF AREA
SECURITYSCREENING
SECURITYSCREENING EXIT
THROUGH
TO T4
T3VIRGIN AUSTRALIA
TO PIER F
CHECK IN COUNTERS
TO GATE 20 - 430m T3 CHECK IN COUNTERS
TO SECURITY - 45m
PIER E SECURITY SCREENING
T3 SECURITY SCREENING
TO GATE 10 - 240m
KEY
1
2
Newslink
Surf Dive n’ Ski
Escalators
ATMs
Li�s
Security Screening
Travelators
Parents
Disabled
Toilets
AT TERMINAL T1, T2, T3 CAR PARK LEVEL 2 DISABILITY
CAR PARK BAY TO CHECK INCOUNTERS 205M
46
GATE 9
GATE 10
GATE 11
GATE 15B
GATE 15A
GATE 18
GATE 20
GATE 16
GATE 14
GATE 7
GATE 5
GATE 3
GATE 8
GATE 6
GATE 12
GATE 4
GATE 2
KEY
Elevated Walkway
Escalators
Disabled
Showers
Toilets
Li�s
Parents
Medical Centre
Travelators
Airline Lounges
Security
ATMs
Prayer Room
T3
T2
T1
Walking time 2 mins
1 minuteDrop o�
zoneDisabledParking
5 minutes
Walking time 15 mins
Emirates &Etihad Lounges
Escalator upto Lounges
Escalator down
to Lounges
Escalator upto Lounges
DUTY FREE
TO T1QANTAS
(DOMESTIC)
A
JH
ED
BCFGKLMN
O
P
T3VIRGIN AUSTRALIA
(DOMESTIC)
TO DOMESTIC
GATES
VIRGIN AUSTRALIA
WEB CHECK-IN
VIRGIN AUSTRALIA CHECK-IN
OVERSIZED BAGGAGE
OVERSIZED BAGGAGE
CHECK-IN
CHECK-IN CHECK-IN
CHECK-IN
CHECK-IN
CHECK-IN
QANTAS INTERNATIONAL
QANTASFIRST
DUTY FREE
CUSTOMS
SECURITYSCREENING
DEPARTURE DRIVE
SERVICEDESK
FLIGHT INFOBOARD
FLIGHT INFOBOARD
ENTRY TOINTERNATIONAL
SECURITYSCREENING
T2 DEPARTURES - LEVEL 1(INTERNATIONAL)
CHECK-INTO PIER LINK
- 561m
PIER LINKTO GATE 20
- 283m
PIER LINKTO GATE 12
- 175m
AT TERMINAL T1, T2, T3 CAR PARK LEVEL 2 DISABILITY
CAR PARK BAY TO CHECK INCOUNTERS 205M
30
Distances from At Terminal 123 Car Parks to Terminal gatesT2 gate map walking time and distance
Melbourne Airport Disability Access Facilitation Plan
COMMS
BAGGAGE
RECLAIM
BAGGAGE
RECLAIM
BAGGAGE
RECLAIM
JETSTAR
SERVICEDESK
TIGERSERVICE
DESK
REX CHECK-IN
JETSTAR CHECK-IN
& BAG DROP
TIGER CHECK-IN
& BAG DROP
GATE 52
GATE 51
GATE 50
GATE 49
GATE 48
GATE 47
GATE 46
GATE 45
GATE 44
GATE 43
GATE 42
GATE 41
KEY
PP
P
P
P
P
P
T4 GROUND FLOOR
DEPA
RTUR
E DR
IVE
ARRI
VAL
DRIV
E
SERV
ICE
ROAD
AIRS
IDE
ROAD
AT TERMINAL T4 CAR PARK, LEVEL 2
DISABILITY CAR PARK BAY TO CHECK IN
- 285m
AT TERMINAL T4 GROUND LEVEL TO CHECK IN - 210m
PIER F
P
31Melbourne Airport Disability Access Facilitation Plan
Distances from T4 Car Parks to Terminal Gates walking time and distance to check-in
GATE 13
GATE 19GATE 17
GATE 15
GATE 12GATE 14
GATE 16GATE 18
GATE 20
GATE 11
GATE 52
GATE 51
GATE 50
GATE 49
GATE 48
GATE 47
GATE 46
GATE 45
GATE 44
GATE 43
GATE 42
GATE 41
KEY
P
P
PP
PP
P
P
PP
P
P
P
PP
Walking
time
10
mins
Walking time 5 mins
GO DOWN TOGATES 30
GO DOWNTO BAGGAGE
RECLAIMAND EXIT
LOBBY
LOUNGESEATING
LOUNGESEATING
Walkw
ay not to scale
GATES 14-20 GATE 30
GATES 41-52
END OFFLOOR
TO T3 MEZZANINEFROM SECURITY
SCREENING
GO DOWN TOGATES 15-20
GO DOWN TOGATES 41-52
EXIT
DEPA
RTUR
E DR
IVE
ARRI
VAL
DRIV
E
SERV
ICE
ROAD
AIRS
IDE
ROAD
TERMINAL 4 – LEVEL 1 LOUNGE AND GATES
PIER F
PIER G
T4 SECURITY SCREENING TO GATE 20 - 275m
T4 SECURITY SCREENING TO GATE 52 - 530m
P
P
P
P
32
Distances from T4 Car Parks to Terminal Gates walking time and distance to check-in
Melbourne Airport Disability Access Facilitation Plan
33
Medical CentreMelbourne Airport Health is located in Terminal 1 (T1), next to the pharmacy.
A full range of general medical practice services are available, including:• Men’s and women’s health screening• Immunisations• Pre-employment medical examinations• Work injury management• Physiotherapy services• Deep Vein Thrombosis prevention
Contact the centre directly for hours of operation and further information on + 61 3 9338 8975
Melbourne Airport Disability Access Facilitation Plan
34
Direct AssistanceDirect assistance when travelling through Melbourne Airport is provided by the airlines.
It is recommended you contact the airline directly when booking your ticket to advise them of any requirements, including wheelchair assistance. This will assist the airline to prepare for your arrival and to ensure the appropriate equipment is available. Contact details for the airlines that operate from Melbourne Airport can be found on the ‘Prepare to Fly’ tab on the Melbourne Airport website:
www.melbourneairport.com.au/Flight-Passenger-Info/Preparing-to-Fly/Airline-Information.html
If you are not travelling with an airline but have enquiries regarding travelling through the airport, or require a wheelchair whilst at the airport, please contact the Travellers Information Desk on + 61 3 9297 1805 prior to your arrival at the airport. Please be aware that, wheelchair availability cannot be guaranteed. The Travellers Information Desk is located in Terminal 2 (T2) Arrivals, ground level.
Wheelchair assistance while travellingWheelchair assistance while travelling must be requested by the traveller when booking a ticket.
If you are not travelling with an airline, please contact the Travellers Information Desk on +61 3 9297 1734 where you can hire a free wheelchair prior to your arrival at the airport. The maximum hire period is 45 minutes and a $50 refundable cash deposit and photo ID are required upon collection of the wheelchair. Please note that bookings are essential and due to Occupational Health and Safety regulations, airport staff are unable to provide travellers with any transfer assistance.
The Travellers Information Desk is located in T2 – International Arrivals (ground level).
The Travellers Information Desk is open for personalised travel service from 7am to midnight, seven days a week.
Contact Details:
General Airport Information Phone: +613 9297 1805 Email: [email protected]
Travel Information & Booking Service Phone: +613 8326 3347 Email: [email protected]
Melbourne Airport Disability Access Facilitation Plan
35
Delivery of ServiceSecurity environmentPlease be aware that delivery of certain elements contained within this plan may change should a heightened threat level apply to either Melbourne Airport or the industry as a whole.
Staff training
Airline personnel and security contractors are trained by their organisations on enabling smooth facilitation of travellers with a disability throughout their travel experience. Should you have any questions regarding airline procedures, please contact the airline directly or discuss this when making your booking.
Customer Care Volunteers are an additional point of contact for travellers who require direct assistance upon arrival at the airport, supporting airline ground crew. Our Customer Service Volunteers have a wide range of capabilities and can provide general assistance to all travellers. Where requests for assistance may extend beyond the Customer Service Volunteers responsibilities, travellers may be directed to their airline or the Airport Manager.
Melbourne Airport Disability Access Facilitation Plan
36
CommunicationFurther informationFor further information regarding Melbourne Airport facilities go to www.melbourneairport.com.au or call the Melbourne Airport Travellers’ Information Service on +61 3 9297 1805
Feedback and Complaints
Your feedback and comments are important to us. We would love to hear of your experiences at our airport, what you believe we do well and where you believe we can do better. Please complete the feedback form on the Melbourne Airport website and where a response is required or requested we will endeavour to be in contact within two business days.
The feedback form is located at:www.melbourneairport.com.au/Contact-Us.html
Melbourne Airport Disability Access Facilitation Plan
Name of Airport: Melbourne Airport Operated by: Australia Pacific Airports Melbourne Pty Limited (APAM)