Melbourne Airport Introduces Australia's First Mobility Hubs to Aid Passengers with Accessibility Needs

In a first for Australia, Melbourne Airport has launched four dedicated Mobility Hubs to assist passengers with disabilities and access requirements. As the 2024 Paralympic Games come to a close in Paris, the timing of this initiative reflects a growing focus on accessibility in travel. Staffed by Travellers Aid personnel, the hubs aim to help travelers navigate the airport with greater ease.

What Are the Mobility Hubs?

Melbourne Airport (MEL) has introduced "Airport Assist," a service offering Mobility Hubs strategically located throughout the airport. These hubs are designed to help passengers transition between key areas such as car parks, check-in zones, baggage halls, and pick-up/drop-off locations. This service complements existing airline mobility programs, providing additional support where it's needed most.

Research commissioned by Melbourne Airport revealed that one in ten travelers requires extra assistance, a figure that is expected to rise as the population ages. The new Mobility Hubs are designed with these insights in mind to enhance accessibility for all passengers.

Melbourne Airport CEO Lorie Argus emphasized the airport's commitment to inclusivity, noting that the Airport Assist pilot program is a step towards creating a smoother, more confident travel experience for everyone.

"We've spent the past 18 months working to understand where we need to improve accessibility," Argus said, highlighting the focus on both visible and non-visible disabilities.

Free Assistance and Key Services

The Airport Assist service is offered free of charge. The four-month trial runs Monday through Friday between 10:00 and 18:00, with additional support available from the Ground Transport and Chaplaincy teams outside these hours.

Key features of the service include:

• Buggy and wheelchair transfers between hubs and various transport and check-in areas, including Jetstar, Rex, Virgin Australia, and international zones.
• Accessible communication tools such as communication boards for non-verbal travelers and sensory packs.
• Support for Hidden Disabilities via the Sunflower Program, which discreetly identifies passengers needing extra help.

A Collaborative Effort

Melbourne Airport developed this initiative in collaboration with partners like Travellers Aid, Get Skilled Access, and Jensen Hughes. Zack Alcot, co-CEO of Get Skilled Access, praised the hubs for transforming the airport experience for travelers with disabilities, making it less stressful and more welcoming.

This pioneering program is expected to set a new standard for airports across Australia, offering a thoughtful and well-developed solution to assist travelers with accessibility needs. Melbourne Airport’s initiative is a milestone in promoting inclusivity in air travel, ensuring that passengers requiring additional help can navigate their journey with greater ease and comfort.