As the 2024 Paralympic Games close in Paris, it seems fitting that Australia's Melbourne Airport launches the nation's first dedicated service to assist passengers who need extra help navigating the airport. The airport has opened four Mobility Hubs at strategic locations, which will be staffed by Travellers Aid personnel. What is a Mobility Hub? Today, Melbourne Airport (MEL) has launched Airport Assist, a series of Mobility Hubs designed to help passengers with disabilities or access requirements transition smoothly through the airport process.
There are now four Mobility Hubs ready to assist travelers moving between the airport's car parks, check-in areas, baggage halls and passenger pick-up and drop-off zones. This new service at Melbourne Airport is the first of its kind in Australia and will address some of the challenges some travelers face as they navigate the airport precinct. There are existing airline services in place, and the Airport Assist program is designed to complement those, bringing more options at different locations to aid travelers.
Melbourne Airport is close to full recovery to pre-pandemic levels and is already planning a third runway to handle 76 million passengers in 2042. Melbourne Airport commissioned research to better understand the barriers experienced by travelers with disability and access requirements , and the new system is based on insights gleaned from that research. The research revealed that one in ten travelers needs some form of extra help, and with an aging population, the number needing assistance is bound to increase.
Melbourne Airport CEO Lorie Argus said the airport is committed to creating a more inclusive travel experience, and the Airport Assist pilot is a significant step toward ensuring all travelers can navigate the airport with ease and confidence. "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." Melbourne Airport has broken a six-year-old record for international passengers and was helped along by the arrival of Turkish Airlines flights.
And it's Free! Argus added that the service will be "offered to passengers free of charge, and the airport welcomes feedback on opportunities for improvement." The four-month trial will initially run Monday through Friday between 10:00 and 18:00, and outside those hours, support is available via the airport's Ground Transport team and the Chaplaincy service. Airport Assist will provide accessible information to help travelers with navigation and understanding, communication boards for non-verbal travelers, Hidden Disability Sunflower Program lanyards and information and sensory packs.
Assistance with transfers will cover the following: Buggy Transfers between the T4 ground transport hub and the Jetstar, Rex, Virgin Australia, and international arrivals and departure areas, with wheelchair transfer to Qantas departures. Due to construction works, the buggy will initially terminate outside Jetstar baggage claim, with a wheelchair connection from there. Buggy transfers from the T4 Mobility Hub include the car park, PTV bus service, taxi rank and Uber station.
Wheelchair transfers from a hub located at Virgin Australia baggage claim and International arrivals. Wheelchair transfers from a hub located at Virgin Australia departures. Wheelchair transfers from a hub located at Qantas baggage claim to Skybus, taxi or Uber transport.
Melbourne Airport's management team has developed Airport Access with various industry partners, including Travellers Aid, Get Skilled Access and Jensen Hughes. Get Skilled Access co-CEO Zack Alcot said the hubs will change the airport experience for people with a disability and, hopefully, ease the fear of what has traditionally been a stressful experience for people with access needs. Airports and airlines in Australia have varying types of mobility programs, but nothing as well thought out and developed as Airport Assist, which will quickly become the benchmark for airports nationwide.
Melbourne Airport is to be congratulated for this groundbreaking initiative, which will be warmly welcomed by all travelers looking for assistance..
