Getting here

Airports and airlines
Melbourne Airport is located about 25 kilometres north of the city and Avalon Airport is approximately 60 kilometres south west from the city. Melbourne Airport is the main domestic and international arrival point while Avalon Airport is serviced by the Jetstar Airline. 

Airports
Melbourne Airport
www.melair.com.au
Ph 9297 1805
Fax 9297 1886 

The arrivals area at Melbourne Airport is on the ground floor, and departures is on the first floor. Both are linked by escalators and lifts. The lifts have tactile buttons but don’t have audio voice cues.

Wheelchair assistance
The Travellers Information Desk (Ph 9297 1805) is located at Terminal 2 Arrivals and can provide a wheelchair if requested. Most airlines can provide wheelchairs if notified in advance and provide a ‘Meet and Assist’ service to help passengers with mobility difficulties. You should inform the relevant airline if you have any special requirements when you book your flight.

Accessible toilets
Accessible toilet facilities are well signed and located throughout Terminals 1, 2 and 3. Accessible toilets are well located near most departure and waiting lounges. An accessible toilet is also located on the ground floor of the Short Term Car Park at the southern end (Terminal 3).

Accessible parking
Designated accessible parking spaces are well signed and conveniently located in each car park near the bridges connecting to the terminals. Short Term Car Park lifts have wide doors and the controls are set at a reachable height for wheelchair users. The control panel comprises Braille buttons but no audio voice-over. A valid disabled permit must be displayed when using the designated disabled car parking spaces. Vehicles that do not display a valid permit will be fined.

Avalon Airport
www.avalonairport.com.au

Avalon airport is located about 60 kilometres south west of Melbourne. The small airport is serviced by the budget carrier Jetstar. There is an accessible toilet and dedicated parking spaces.

Accessible transport to Avalon is either by private vehicle or an accessible taxi. The bus service (Sunbus, ph 9689 6888) that operates to Avalon is not accessible as it involves climbing stairs.

Airlines
Qantas
Ph 13 13 13
TTY 1800 652 660
www.qantas.com.au

Qantas offers a ‘Meet and Assist’ service where staff can assist with check in, transfer on and off the plane, wheelchair assistance within the airport, and luggage collection. You must call ahead to arrange this service.

Customers with high-level support needs who require the full-time assistance of a carer during a flight are eligible to apply for a Qantas Carer Concession card. This card entitles cardholders to a 50 per cent discount off full price business class domestic airfares, 20 per cent off full price economy domestic airfares, or 10 per cent off the majority of domestic discounted airfares (except red-e-deals). The carer is nominated when the flight is booked. The Qantas Carer Concession card is a photo ID card that is valid for three years.

For more information about the Qantas Carer Concession Card contact NICAN, Ph 1800 806 760

Virgin Blue
Ph 136 789 for reservations and enquiries
www.virginblue.com.au

Virgin offers a ‘Meet and Assist’ service, and can accommodate a limited number of wheelchairs on its aircraft. Virgin can pre-arrange a wheelchair if customers need transport throughout the airport, and can also assist with baggage collection. Customers must call ahead to arrange assistance. Virgin does not currently offer any concessions for carers.

Jetstar
Ph 131 538 for reservations
Ph 8341 4901 for enquiries
www.jetstar.com.au

Jetstar provides limited special assistance services to customers who need to travel with a guide dog, hearing or mobility dog, customers who require a wheelchair, or customers who require two seats for themselves. Generally Jetstar will not allow a person to travel without an accompanying passenger unless the person can travel independently, meaning they can travel safely without assistance, supervision or both. Jetsar does not offer assistance with luggage and does not offer concession rates for attendants or carers.

Getting to the airport
Skybus
Ph 9335 2811 
www.skybus.com.au

The accessible public transport option is Skybus, which runs every 10-15 minutes. Skybus departs from outside the Qantas and Virgin terminals, and arrives at Southern Cross Station, at the western end of Melbourne’s Central Business District (CBD). The trip takes about 20 minutes. Skybus coaches operate seven days a week and offer roll-on/off access and designated places for wheelchairs and scooters. The collection point at the airport is ground level outside the South Terminal (Virgin Blue) and ground level at the Qantas Domestic Terminal.

Skybus also provides an accessible hotel/motel delivery and pick-up service from/to Southern Cross Station. On arrival in the CBD, visitors board a mini bus at the Southern Cross Station terminal, which then conveys them to their hotel or motel in the CBD. Skybus will also pick up from a predetermined number of departure points in and around the CBD. The Skybus Hotel Shuttle is a wheelchair lift equipped mini-bus – this must be booked 24 hours in advance.

Arriving by rail and bus
Southern Cross Station
Southern Cross Station is the major transport hub for Victoria’s country train and coach services (V/Line). The modern, redeveloped station provides fully accessible facilities, and a new Mobility Centre operated by the Travellers Aid Society.

V/Line country and interstate train travel
Ph 136 196
www.vlinepassenger.com.au

Most V/Line trains and coaches are wheelchair accessible, however it is important to know what type of train you may be travelling on so you can make appropriate arrangements.

• Sprinter trains are the most accessible trains and provide wide doors, accessible boarding, and accessible toilets. Sprinter trains are mainly used for the shorter regional trips such as Bendigo and Ballarat.
• Diesel trains generally carry a portable ramp for boarding. If you have a wider wheelchair you will be assisted to board using a narrow chair, like the skychair used at airports. Passengers must be able to transfer themselves into the chair and seat. If you need to remain in your wheelchair, the other option is to travel in the buffet car. As there is limited turning space, people who use larger type scooters usually need to leave them in the luggage carriage areas. 
• CountryLink’s XPT trains run to Sydney, via Wangaratta, Albury and Yass, and provide several specially designed wheelchair accessible carriages. It is important to phone ahead to book wheelchair spaces.

Wheelchair accessible toilets are available at most regional stations – check ahead if needed.

Coaches
Some V/Line coach services can accommodate wheelchairs. These coaches are lift equipped with lock down straps, and provide space for two wheelchairs. You must make a booking at least 24-hours prior to your journey to discuss your travel needs and confirm a wheelchair accessible coach.

Arriving by road
The main roads leading to Melbourne’s city centre are the Hume Highway from the north (Albury Wodonga, Yass and Sydney), Western Highway from the west (Adelaide), Princes Highway from the east (Gippsland), and Princes Highway from the south-west (Geelong).

Citylink
Ph 13 26 29
TTY 1300 134 132
www.citylink.com.au

CityLink is Melbourne’s toll road system embracing the north-south and east-west corridors, Tullamarine Freeway and the Monash Freeway, respectively. Visitors often use CityLink without realising a toll is payable. However, you can purchase daily passes in advance or you can get an invoice forwarded to your car’s registered address (at an additional cost).