Melbourne Airport is leading the way for air travel accessibility in Australia, with the launch of a new program called Airport Assist.
Written by Sheree Strange, for Travel Without Limits, September 11, 2024
Melbourne Airport is leading the way for air travel accessibility in Australia, with the launch of a new program called Airport Assist.
Passengers can get assistance and support navigating car parks, check-in areas, baggage halls, and pick-up/drop-off zones from four new Mobility Hubs. The Mobility Hubs are staffed by Travellers Aid, the Melbourne not-for-profit organisation that has been assisting passengers on public transport and attendees at major events in the city since 1916.
The Airport Assist program is the first of its kind in Australia, and a major step forward in addressing the barriers faced by travellers with disability when it comes to air travel.
In the initial four-month pilot, the program’s Mobility Hubs will provide accessibility information, buggy and wheelchair transfers between key airport areas (arrivals, departures, baggage claim, and car parks), Sensory Packs, and information on the Hidden Disabilities Sunflower Program. All Airport Assist services are offered free of charge.
The CEO of Melbourne Airport, Lorie Argus, says that the Airport Assist program was developed based on commissioned research to better understand the access requirements of travellers with disabilities.
“One in ten travellers are now telling us that they need some form of extra help at Melbourne Airport, and with an ageing population, the number of passengers needing mobility assistance is only going to increase,” Lorie says.
“We’ve spent the past 18 months working to understand where we need to improve accessibility and our research has taken into consideration people with both visible and non-visible disability, as well as those who don’t identify with having disability but may require additional assistance. We hope this trial will help address the problems some of our passengers encounter getting to where they need to go.”
The program was also developed in consultation with Get Skilled Access, an agency that provides insight into the lived experience of people with disabilities for organisations seeking to improve their accessibility. Co-CEO Zack Alcott says: “The [Melbourne Airport Mobility] Hubs will change the airport experience for people with disability. Hopefully, the Hubs can ease the fear of what has traditionally been quite a stressful experience for people with access needs.
“The input of people with disability and access needs was key to designing the Hubs and offering specific services that meet the community needs.”
Melbourne Airport’s new Mobility Hubs are operating Monday to Friday between 10AM and 6PM. Further information is available on the Melbourne Airport website.