Disability Access Facilitation Plan
Name of Airport: Melbourne Airport Operated by: Australia Pacific Airports Melbourne Pty Limited (APAM) Contents Objective 4 Prior to Arrival 5 Kerbside Processes 6 Pick-up and Drop-off zone T1, T2 and T3 6 Main Forecourt Pick-up and Drop-off (T1, T2 and T3) 6 At Terminal T1, T2, T3 Car Park 7 At Terminal T4 Car Park accessible parking (Level 1) 8 At Terminal T4 Car Park accessible parking (Level 2) 8 Long Term Car Park 9 Public Transportation 10 Assistance to/from the kerbside 10 Security Screening 11 Passengers with wheelchairs and passengers with walking aids 11 Passengers with low vision and passengers who are hard of hearing 11 Passengers with artificial limbs/prosthesis 11 Passengers with medical implants 12 Passengers with medical equipment 12
Melbourne Airport Disability Access Facilitation Plan 2 Airport Terminal 13 Arrivals and Departures 13 Flight Information 13 Priority Seating 14 Toilets and Lifts 15 TTY Telephone 24 Hearing Loop 24 Public Showers 24 Adult Changeroom 25 Access to/from Aircraft 26 Passengers using wheelchairs 26 Battery-powered wheelchairs and mobility aids 27 Assistance Animals 27 Distances from At Terminal Car Parks to Terminal Gates 28 Medical Centre 33 Direct Assistance 34 Wheelchair assistance while travelling 34 Delivery Service 35 Security environment 35 Staff training 35 Communication 36 Further information 36 Feedback and complaints 36
Melbourne Airport Disability Access Facilitation Plan 3 Objective
The wellbeing of passengers with a disability is a high priority at Melbourne Airport. The primary purpose of the Disability Access Facilitation Plan is to advise passengers with a disability of:
• The service measures Melbourne Airport will take to ensure access for passengers with a disability; and • How passengers 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 37 for details on how to provide your feedback to Melbourne Airport.
Melbourne Airport Disability Access Facilitation Plan 4 Prior to Arrival
Should 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 passengers 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 passengers 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 5 Kerbside Processes Pick-up and Drop-off zone T1, T2 and T3
Pick-up and drop-off zones are provided for passengers 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 passengers 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)
AT TERMINAL T1 T2 T3
Qantas KEY Terminal T1, T2, T3 Disabled car parking bays (5-minute standard) T1
TAXI RANK International EntryBusiness
T2 TAXI RANK
BUS LANE
LTCP BUS 1 MINUTE PUBLIC PICK UP LANE
SKYBUS Virgin
T3 At Terminal T1 | T2 | T3 LEVEL 1-6 T4
T4FORECOURT Entry
PEDESTRIAN Tigerair, Entry Jetstar, REX & AirNorth
T4 T HAND T EF UR L N ( O BU N SE S E XC EP TE D)
At Terminal T4 LEVEL 1-7 Long Term Car Park
Melbourne Airport Disability Access Facilitation Plan 6 Car Parking: At Terminal T1, T2, T3
Should 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.
At Terminal T1, T2, T3 Car Park
Melbourne Airport Disability Access Facilitation Plan 7 Car Parking: At Terminal T4 Car Park
Accessible car parking bays are available on levels 1 and 2 of the At Terminal T4 car park, which is 5-minutes 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).
At Terminal T4 Car Park accessible parking (Level 1) PRECINCT C KEY NO STOPPING AREA Last Chance Payment - 2 minutes Premium Parking Disabled Parking Pedestrian Walkway Terminal 4 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. At Terminal T4 Car Park accessible parking (Level 2) PRECINCT C KEY NO STOPPING AREA Public Parking area Public Pick Up - 1 minute Permit Parking Only VHA Parking Only Disabled Parking Pedestrian Walkway Terminal 4
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. Melbourne Airport Disability Access Facilitation Plan 8 Car Parking: Long Term Car Park
The 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 9 Public Transportation
Public transportation is easily accessible from each of the Terminals. Taxi services are available from outside Terminals 1, 2 and 3. T4 passengers 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 kerbside
Most airlines provide services including wheelchair assistance for passengers 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, passengers 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 10 Security Screening
Screening Officers at Melbourne Airport undergo initial training and annual refresher training regarding procedures on assisting passengers 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 passengers with a disability including passengers using wheelchairs, passengers with low vision and passengers who are fitted with a prosthetic device or pacemaker.
If passengers are unable to walk through the screening point, the passenger can choose to sit in a plastic chair for the screening or alternatively choose to undergo a physical search. If a physical search is required, the passenger may choose to have the physical search conducted in private.
Passengers using wheelchairs and passengers with walking aids
Wheelchairs and walking aids are required to be screened at the security point. Passengers who require assistance will be guided through the process.
Passengers with low vision and passengers who are hard of hearing
The screening officer will assist passengers with directions including an explanation of the screening process. Passengers will be requested to proceed through the metal detector. Passengers may request the guidance and assistance of a Screening Officer while proceeding through the metal detector. If a physical search is required, the passenger may choose 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.
Passengers with artificial limbs/prosthesis
Passengers 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 11 Passengers with medical implants
When arriving at the screening point passengers 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 passenger to identify the location of the medical implant. If a physical search is required, the passenger may choose to have the physical search conducted in private.
Passengers with medical equipment
Passengers 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 12 Airport Terminal
Tactile 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 and 3 are linked by escalators and lifts.
Arrivals and Departures
Should 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 passengers with disabilities to board and disembark the aircraft.
Passengers should note that there is no porter service or any other form of direct assistance provided external to the terminal buildings. Passengers requiring direct assistance must make their own prior arrangements for the provision of direct assistance external to the terminals’ entry doors.
Flight Information
Flight 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 13 Priority Seating
Dedicated priority seating has been placed throughout T2, T3 and T4 on both ground floor and departures level, including gate areas.
Melbourne Airport Disability Access Facilitation Plan 14 Toilets and Lifts
Toilet 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.
T4 ground floor – baggage reclaim adjacent to Carousel 1
AIRSIDE ROAD AIRSIDE
ARRIVAL DRIVE ARRIVAL DEPARTURE DRIVE DEPARTURE T4 GROUND FLOOR
BAGGAGE KEY RECLAIM Toilets Travelators BAGGAGE RECLAIM 5 Disabled Security 6
Showers Medical Centre BAGGAGE RECLAIM Parents Airline Lounges
Lis ATMs JETSTAR AT TERMINAL T4 SERVICE DESK ROAD SERVICE Escalators Priority Seating GROUND LEVEL TO P JETSTAR CHECK-IN
& BAG DROP CHECK-IN - 210M 7
TIGER SERVICE DESK
TIGER CHECK-IN
& BAG DROP
REX CHECK-IN
AT TERMINAL T4 CAR PARK LEVEL 2 DISABILITY CAR PARK BAY, TO CHECK IN 205m
Melbourne Airport Disability Access Facilitation Plan 15
T4 first floor
AIRSIDE ROAD AIRSIDE
ARRIVAL DRIVE ARRIVAL DEPARTURE DRIVE DEPARTURE
TO T3 MEZZANINE TERMINAL 4 – LEVEL 1 FROM SECURITY SCREENING LOUNGE AND GATES 32
1
2
KEY 31 3 Toilets Escalators 4 30 Disabled ATMs EXIT 5 29 Parents Retail 6 27
LOUNGE First Aid P Priority Seating SEATING
26 ROAD SERVICE Security Screening 20 McDonald’s 7 28 GO DOWN
25 TO BAGGAGE 8 P Lis RECLAIM 9 24 AND EXIT
22 23
10 GATE 11 LOUNGE SEATING 21 GO DOWN TO GATE 13 GATES 15-20 20
GATE 15 P 19 11 18 GATE 17 P 16 17 13 15 GATE 19 14 mins time 5 Walking 12 P GO DOWN TO P GATES 30 P LOBBY P
GATE 14 GATE 16 GATE 12 P
GATE 18 W a
l k GATE 20 i n
g
t
i m
e
1
0
m
i GATES 14-20 n GATE 30 s
P
Walkway not to scale GATES 41-52
GATE 41
GATE 43 GATE 47 GATE 49 GATE 45 GATE 51 P P P P END OF P FLOOR GO DOWN TO GATE 42 P GATES 41-52 GATE 52 P GATE 44
GATE 46 GATE 48 GATE 50
Melbourne Airport Disability Access Facilitation Plan 16 T3 ground floor – baggage reclaim STAFF AREA OFFICES ACCOMODATION S BOOKING SERVICE U B * FROM P AIRCRAFT C T GATES L
BAGGAGE 1
)
12
(Arrival Drive
SKYBUS
T3 BAGGAGE 2
ARRIVAL DRIVE
OVERSIZE LUGGAGE
BUS LANE
BAGGAGE 3 KEY 12 Hudsons Coffee 1 min Pick-up Toilets Disabled Parking 5 min Disabled Bus Zone Parents Taxi Holding Area Lifts Walkway Escalators Prayer Room VIRGIN AUSTRALIA DOMESTIC Travelators *LTCP - Long term car park
Melbourne Airport Disability Access Facilitation Plan 17 T3 Mezzanine floor – aircraft gates 2 and 4
GATE 10
GATE 9
GATE 8
T3 VIRGIN AUSTRALIA
GATE 7
GATE 6
GATE 5
T3 SECURITY SCREENING TO GATE 10 - 240m
1 KEY GATE 4 GATE 3 Toilets Lis
Disabled Escalators
Parents ATMs
Travelators 1 Newslink
GATE 2 Security Screening 2 Surf Dive n’ Ski GATE 1
2
SECURITY
SCREENING E X I T PIER E SECURITY CHECK IN SCREENING COUNTERS TO PIER F TO GATE 20 - 430m T3 CHECK IN VIRGIN LOUNGE COUNTERS TO SECURITY - 45m THROUGH T O T4
SECURITY SCREENING
STAFF AREA
Melbourne Airport Disability Access Facilitation Plan 18 T3 first floor – behind Virgin check-in counters
T2 & T3 DEPARTURES - LEVEL 1 (INTERNATIONAL & VIRGIN AUSTRALIA)
KEY 46 Hightide Lounge Travelators
Toilets Security
Disabled Medical Centre
Showers Airline Lounges
Parents ATMs
Lis Elevated Walkway
Escalators
T3 CHECK IN COUNTERS TO SECURITY (VIA LIFT - 45m)
OVERSIZED BAGGAGE
AT TERMINAL T1, T2, T3 CAR 46 PARK LEVEL 2 DISABILITY CAR PARK BAY TO CHECK
IN COUNTERS 205m GATES TO DOMESTIC T3
OVERSIZED BAGGAGE
s VIRGIN AUSTRALIA CHECK-INVIRGIN AUSTRALIA in WEB CHECK-IN m 2 T3 e VIRGIN AUSTRALIA tim g (DOMESTIC) kin al W
Melbourne Airport Disability Access Facilitation Plan 19 T M F FRO T2 INTERNATIONAL IRCRA S T2 ground floor – baggageA TE reclaim (airside) GA BAGGAGE T2 INTERNATIONAL & T3 VIRGIN - GROUND FLOOR DUTY FREE (BAGGAGE RECLAIM)
CUSTOMS T QANTAS (DOMESTIC)
BAGGAGE 8 T2 7 BAGGAGE
INTERNATIONAL BAGGAGE 6 BAGGAGE
IT )
EX Y BAGGAGE 5 BAGGAGE (ONL
BAGGAGE 3 BAGGAGE 4 BAGGAGE
OVERSIZE LUGGAGE QUARANTINE BAGGAGE 2
IT ) EX Y (ONL BUS ONLY
BAGGAGE SERVICES
SOUTHERN TAXI RANK
BAGGAGE 1 BUS ONLY BUS ONLY
(Restricted Access)
STAFF AREA (Permit Access)
ARRIVAL DRIVEBUS LANE OFFICES BUS ONLY 1 MINUTE PICK UP-DROP OFF ACCOMODATION KEY 1 MINUTE PICK UP-DROP OFF S BOOKING SERVICE U Smarte Carte Menzies B * 3 4 FROM P Baggage Storage Baggage Services AIRCRAFT C T BUS ONLY GATES L Toilets 1 min Pick-up Disabled Disabled Parking 5 min BAGGAGE 1
) Parents Bus Zone Lifts Taxi Holding Area 12 Escalators Walkway (Arrival Drive PARKROYAL HOTEL
Travelators Prayer Room
SKYBUS *LTCP - Long term car park T3 BAGGAGE 2
ARRIVAL DRIVE
OVERSIZE LUGGAGE
BUS LANE Melbourne Airport Disability Access Facilitation Plan 20 T2 first floor
PIER LINK GATE 20 TO GATE 20 - 283m
GATE 18
T2 & T3 PIER LINK DEPARTURES - LEVEL 1 TO GATE 12 GATE 16 - 175m (INTERNATIONAL & VIRGIN AUSTRALIA)
GATE 14
GATE 12 CHECK-IN GATE 15A TO PIER LINK - 561m GATE 15B
Emirates & GATE 10 Etihad Lounges
Escalator up to Lounges GATE 11
Walking time 15 mins
Escalator up to Lounges GATE 8
Escalator GATE 9 down to Lounges
GATE 6 GATE 7
GATE 4 GATE 5
GATE 3 KEY Toilets Travelators GATE 2 Disabled Security
Showers Medical Centre
Parents Airline Lounges DUTY FREE Lis ATMs CUSTOMS Escalators Elevated Walkway DUTY FREE
SECURITY SCREENING P
ENTRY TO INTERNATIONAL SECURITY SCREENING J E H CHECK-IN D OVERSIZED BAGGAGE SERVICE T2 DESK
46 CHECK-IN CHECK CHECK CHECK -IN -IN -IN N QANTAS INTERNATIONAL TO T1 O M L K G F C B CHECK-IN QANTAS T1 (DOMESTIC) GATES TO DOMESTIC FLIGHT INFO BOARD A FLIGHT INFO T3 BOARD
1 minute Disabled QANTAS Drop o FIRST OVERSIZED BAGGAGE zone Parking 5 minutes
s VIRGIN AUSTRALIA CHECK-INVIRGIN AUSTRALIA in WEB CHECK-IN m 2 T3 e m VIRGIN AUSTRALIA ti ng DEPARTURE DRIVE (DOMESTIC) ki al W
Melbourne Airport Disability Access Facilitation Plan 21 T1 ground – baggage claim
GATE 26
GATE 24 T1 QANTAS DOMESTIC GATE 22 GATE 2 GATE 3 ARRIVALS (GROUND FLOOR)
GATE 1
T1
6 4 5 QANTAS VALET PARKING
BAGGAGE 1 BAGGAGE 2 BAGGAGE 3 BAGGAGE 4
3 2 1
PEDESTRIAN T2 WALKWAY SKYBUS LTCP* BUS ARRIVAL DRIVE
BUS ONLY BUS ONLY
TO T2, T3, T4 (1-5 MIN WALK)
VHA
SOUTHERN TAXI RANK PERMIT AREA
(Restricted Access) EXIT (Permit Access) PARK ROYAL PARKING ONLY AT TERMINAL T1 T2 T3 CAR PARK
BUS ONLY
ARRIVAL DRIVEMIDDLE LANE 1 MINUTE PUBLIC PICK-UP
1 MINUTE PUBLIC PICK-UP KEY
Toilets Lis
Disabled Escalators
Parents ATMs PARK ROYALAT TERMINAL HOTEL Brown Gouge T1 T2 T3 Walkway 1 CAR PARK Dry Cleaners *LTCP - Long Term Car Park
Melbourne Airport Disability Access Facilitation Plan 22 T1 mezzanine floor – gates area
T1 QANTAS DOMESTIC GATE 12 (MEZZANINE LEVEL) GATE 11
GATE 10
GATE 9
GATE 8
GATE 30 GATE 27 GATE 7
GATE 28 GATE 25 GATE 6
GATE 26
GATE 24 GATE 23 GATE 4
15
14 13 KEY 23 Carry On 24 Two Brews GATE 22 GATE 2 12 GATE 3 Toilets 25
Disabled Escalators
Showers Security GATE 21 24 T1 Parents ATMs 11 Travelators Medical Centre 23
10 MEETING ROOMS
9 Q GATE 1 AN T 8
AS 6 7 18 19 5
1
3 4 17 20 21 22 2 ESCALATORS TO 16 FOOD COURT STAIRS TO MEZZANINE FROM FIRST STAIRS DOWN TO DOWN TO BAGGAGE CLAIM BAGGAGE CLAIM
DEPARTURE DRIVE
DEP
ELEV AR
A TURE DRIVE TED WALK TURE DRIVE AR DEP WA Y
Melbourne Airport Disability Access Facilitation Plan 23 TTY Telephone
A telephone with teletypewriter (TTY) facility for people who are hard of hearing is located on the ground floor of Terminal 2 (T2) Arrivals.
Hearing Loop
Hearing 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 Showers
Public shower facilities are located in the first amenities block opposite Hungry Jacks on the departures level of T2.
DUTY FREE
SECURITY SCREENING P
J E H CHECK-IN D
SERVICE T2 DESK
CHECK-IN CHECK CHECK CHECK -IN -IN -IN N QANTAS INTERNATIONAL CHECK-IN M L K G F C B T1 A
Melbourne Airport Disability Access Facilitation Plan 24 Adult change room
An 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 passenger 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.
6 27
LOUNGE SEATING
26 ROAD SERVICE 7 28 GO DOWN TO BAGGAGE 25 RECLAIM 8 P AND EXIT
9 24
22 23
10 GATE 11 LOUNGE SEATING 21
20
18 19 P 16 17 13 14 15
Melbourne Airport Disability Access Facilitation Plan 25 Access to/from Aircraft
Smooth and uninterrupted access to and from aircraft is facilitated by the provision of ramps, stairs and aerobridges.
Passengers with limited mobility or other disabilities can request assistance from airline staff for boarding and disembarking. As noted previously, passengers 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. Passengers 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 passengers 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 passenger to remain in the airline wheelchair.
Equipment is available for lifting passengers on and off an aircraft and airline staff will assist passengers in boarding or disembarking from the aircraft that are not provided with aerobridges.
Passengers using wheelchairs
In the majority of cases, passengers using wheelchairs for mobility are able to take their own wheelchair to the boarding gate. However this procedure can vary between airlines. Passengers are advised to discuss the procedure with their airline prior to travel.
Passengers taking their own wheelchair to the boarding gate are advised to arrive early for boarding. Passengers 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 passenger’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 26 Battery-powered wheelchairs and mobility aids
For 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.
Passengers are advised to carry details of the type of battery installed within their mobility aid and notify the airline when making arrangements.
Assistance Animals
Assistance 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. Passengers 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 27 Distances from At Terminal 123 Car Parks to Terminal gates T1 gate map walking time and distance
T1 QANTAS DOMESTIC GATE 12 (FIRST FLOOR) GATE 11
GATE 10 PIER C LIFT TO GATE 12 - 300m
GATE 9
PIER B LIFT TO GATE 8 GATE 30 - 310m
GATE 30 GATE 27 GATE 7
PASSENGER BOARDING LEVEL GATE 28 GATE 25 GATE 6
GATE 26 PASSENGER BOARDING LEVEL
GATE 24 GATE 23 GATE 4 PIER B PIER C
GATE 22 GATE 2 GATE 3 KEY PIER B T1 GATE 21
GATE 1 PIER B LIFT TO GATE 12 - 435m SECURITY SCREENING TO THE PIER C LIFT - 80m 9 SECURITY SCREENING 10 15 8 TO THE PIER B LIFT - 65m 11 FOOD COURT 12 20 14 7 23 LOUNGE 13 LIFT
19 LIFT 18 AT TERMINAL EXIT 17 16 SECURITY 2 1 TO LIFTS SCREENING 22 21 TO MEZZANINE & GROUND
BAG DROP BAG DROP TO GROUND FLOOR T2 TO T2 QANTAS QANTAS CHECK-IN CHECK-IN 3 4 QANTAS CHECK-IN CHECK-IN A 5
TIONAL CHECK-IN TO T2 T1 CHECK IN T2 6
AS INTERNA ANT Q DEPARTURE DRIVE
DEP
ELEV AR
A TURE DRIVE TED WALK TURE DRIVE AR WA DEP TO AT TERMINAL Y T1, T2, T3, CARPARKS LEVEL 2
Melbourne Airport Disability Access Facilitation Plan 28 Distances from At Terminal 123 Car Parks to Terminal gates T3 gate map walking time and distance
GATE 10
GATE 9
GATE 8
T3 VIRGIN AUSTRALIA
GATE 7
GATE 6
GATE 5
T3 SECURITY SCREENING TO GATE 10 - 240m
1 KEY GATE 4 GATE 3 Toilets Lis
Disabled Escalators
Parents ATMs
Travelators 1 Newslink
GATE 2 Security Screening 2 Surf Dive n’ Ski GATE 1
2
SECURITY
SCREENING E X I T PIER E SECURITY CHECK IN SCREENING COUNTERS TO PIER F TO GATE 20 - 430m T3 CHECK IN VIRGIN LOUNGE COUNTERS TO SECURITY - 45m THROUGH T O T4
SECURITY SCREENING
STAFF AREA
Melbourne Airport Disability Access Facilitation Plan 29 Distances from At Terminal 123 Car Parks to Terminal gates T2 gate map walking time and distance
PIER LINK GATE 20 TO GATE 20 - 283m
GATE 18
T2 & T3 PIER LINK DEPARTURES - LEVEL 1 TO GATE 12 GATE 16 - 175m (INTERNATIONAL & VIRGIN AUSTRALIA)
GATE 14
GATE 12 CHECK-IN GATE 15A TO PIER LINK - 561m GATE 15B
Emirates & GATE 10 Etihad Lounges
Escalator up to Lounges GATE 11
Walking time 15 mins
Escalator up to Lounges GATE 8
Escalator GATE 9 down to Lounges
GATE 6 GATE 7
GATE 4 GATE 5
GATE 3 KEY Toilets Travelators GATE 2 Disabled Security
Showers Medical Centre
Parents Airline Lounges DUTY FREE Lis ATMs CUSTOMS Escalators Elevated Walkway DUTY FREE
SECURITY SCREENING P
ENTRY TO INTERNATIONAL SECURITY SCREENING J E H CHECK-IN D OVERSIZED BAGGAGE SERVICE T2 DESK
46 CHECK-IN CHECK CHECK CHECK -IN -IN -IN N QANTAS INTERNATIONAL TO T1 O M L K G F C B CHECK-IN QANTAS T1 (DOMESTIC) GATES TO DOMESTIC FLIGHT INFO BOARD A FLIGHT INFO T3 BOARD
1 minute Disabled QANTAS Drop o FIRST OVERSIZED BAGGAGE zone Parking 5 minutes
s VIRGIN AUSTRALIA CHECK-INVIRGIN AUSTRALIA in WEB CHECK-IN m 2 T3 e m VIRGIN AUSTRALIA ti ng DEPARTURE DRIVE (DOMESTIC) ki al W
Melbourne Airport Disability Access Facilitation Plan 30 Distances from T4 Car Parks to Terminal Gates
walking time and distance to check-in
AD
O R SIDE
R AI
TURE DRIVE TURE
AL DRIVE AL
R A
V ARRI P DE T4 GROUND FLOOR
GE BAGGA M RECLAI KEY GE BAGGA M RECLAI
GE BAGGA M
RECLAI
AD
O R VICE P JETSTAR
SERVICE R DESK SE
J
E
T
S
& B T
A
R C A
G D
H
EC R
O K
P - I N
AT TERMINAL T4 GROUND LEVEL TO
CHECK IN TIGER - 210m E SERVIC DESK
TI
& B G
E
R C A
G D
H
E R C O K
P - I N PIER F
REX -IN CHECK
AT TERMINAL T4 CAR PARK, LEVEL 2 DISABILITY CAR PARK BAY TO CHECK IN - 285m
GATE 41
GATE 43 GATE 47 TE 45 GATE 49 GA GATE 51 P
P P P
COMMS P
GATE 42
4 P GATE 4 P GATE 52
GATE 46 GATE 48 GATE 50
Melbourne Airport Disability Access Facilitation Plan 31 Distances from T4 Car Parks to Terminal Gates
walking time and distance to check-in
AD
O R SIDE
R AI
TURE DRIVE TURE
AL DRIVE AL
R A
V ARRI P DE
TO T3 MEZZANINE TERMINAL 4 – LEVEL 1 FROM SECURITY LOUNGE AND GATES SCREENING
KEY
P
EXIT
AD O LOUNGE R VICE
SEATING
R SE
T4 SECURITY GO DOWN SCREENING TO TO BAGGAGE GATE 20 - 275m P RECLAIM AND EXIT
GATE 11 LOUNGE SEATING GATE 13 GO DOWN TO GATES 15-20 PIER F P GATE 15 GATE 17 P GATE 19 mins time 5 Walking P GO DOWN TO P P LOBBY GATES 30 P
GATE 14 GATE 16 GATE 12 P
W
GATE 18 a l k
i GATE 20 n g
t i m
e
1
0
m
i n GATES 14-20 s GATE 30
P
W GATES 41-52
alk
w
a
y not t
o scale
T4 SECURITY SCREENING TO GATE 52 - 530m
GATE 41
GATE 43 GATE 47 GATE 49 GATE 45 GATE 51 P P P P END OF PIER G FLOOR P
GATE 42 P GO DOWN TO GATES 41-52 GATE 52 P GATE 44
GATE 46 GATE 48 GATE 50
Melbourne Airport Disability Access Facilitation Plan 32 Medical Centre
Melbourne 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 33 Direct Assistance
Direct 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 travelling
Wheelchair assistance while travelling must be requested by the passenger when booking a ticket and must be reconfirmed with the airline prior to travelling.
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 passengers 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 34 Delivery Service
Security environment
Please 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 passengers 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 passengers who require direct assistance upon arrival at the airport, supporting airline ground crew. Our Customer Service Agents have a wide range of capabilities and can provide general assistance to all passengers. Where requests for assistance may extend beyond the Customer Service Agents’ responsibilities, passengers may be directed to their airline or the Airport Manager.
Melbourne Airport Disability Access Facilitation Plan 35 Communication
Further information
For 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 36 Name of Airport: Melbourne Airport Operated by: Australia Pacific Airports Melbourne Pty Limited (APAM)