Disability Access Facilitation Plan - Melbourne Airport...Battery-powered wheelchairs and mobility aids 27 Assistance Animals 27 Distances from At Terminal Car Parks to Terminal Gates

Name of Airport: Melbourne Airport Operated by: Australia Pacific Airports Melbourne Pty Limited (APAM)

Disability AccessFacilitation Plan

Melbourne Airport Disability Access Facilitation Plan 2

ContentsObjective 4

Prior to Arrival 5

Kerbside Processes 6Pick-up and Drop-off zone T1, T2 and T3 6 Main Forecourt Pick-up and Drop-off (T1, T2 and T3) 6At Terminal T1, T2, T3 Car Park 7At Terminal T4 Car Park accessible parking (Level 1) 8At Terminal T4 Car Park accessible parking (Level 2) 8Long Term Car Park 9Public Transportation 10Assistance to/from the kerbside 10

Security Screening 11Travellers with wheelchairs and travellers with walking aids 11Travellers with low visionand travellers who are hard of hearing 11Travellers with artificial limbs/prosthesis 11Travellers with medical implants 12Travellers with medical equipment 12

Airport Terminal 13Arrivals and Departures 13 Flight Information 13Priority Seating 14Toilets and Lifts 15TTY Telephone 24Hearing Loop 24Public Showers 24Adult Changeroom 25Access to/from Aircraft 26Travellers using wheelchairs 26 Battery-powered wheelchairs and mobility aids 27Assistance Animals 27Distances from At Terminal Car Parks to Terminal Gates 28 Medical Centre 33

Direct Assistance 34Wheelchair assistance while travelling 34

Delivery Service 35Security environment 35Staff training 35

Communication 36Further information 36 Feedback and complaints 36

3Melbourne Airport Disability Access Facilitation Plan

Melbourne Airport Disability Access Facilitation Plan 4

ObjectiveThe wellbeing of travellers with a disability is a high priority at Melbourne Airport. The primary purpose of the Disability Access Facilitation Plan is to advise travellers with a disability of:

• The service measures Melbourne Airport will take to ensure access for travellers with a disability; and• How travellers 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 36 for details on how to provide your feedback to Melbourne Airport.

http://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



5

Prior to ArrivalShould 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 travellers 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 travellers 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

http://melbourneairport.com.au/Flight-Passenger-Info/Preparing-to-Fly/Airline-Information.html

http://melbourneairport.com.au/flight-passenger-info/airport-facilities/overview.html

NO LE

FT HAND TURN (BUSES EXCEPTED)

Business

At TerminalT1 | T2 | T3LEVEL 1-6

At TerminalT4

LEVEL 1-7

Long TermCar Park

T4 FORECO

URT

PEDESTRIAN

Entry

Entry

Entry

Qantas

T1

International

BUS LANE

1 MINUTE PUBLIC PICK UP LANE

T2

Virgin

T3

T4

T4

Tigerair,Jetstar, REX& AirNorth

TAXI RANK

LTCP BUS

SKYBUS

TAXI RANK

KEYDisabled car parking bays(5-minute standard)

AT TERMINAL T1 T2 T3

Terminal T1, T2, T3

6

Kerbside ProcessesPick-up and Drop-off zone T1, T2, T3 and T4Pick-up and drop-off zones are provided for travellers 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 travellers 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)


7

Car Parking: At Terminal T1, T2, T3Should 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

8

Car Parking: At Terminal T4 Car ParkAccessible car parking bays are available on levels 1 and 2 of the At Terminal T4 car park, which is 5-minute walk 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 & 2KEY

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.

NO STOPPING AREA

Last Chance Payment - 2 minutes

Premium Parking

Public Parking area

Public Pick Up - 1 minute

Permit Parking Only

VHA Parking Only

Disabled Parking

Pedestrian Walkway

Terminal 4

Level 1

Level 2

9

Car Parking: Long Term Car ParkThe 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.


10

Public TransportationPublic transportation is easily accessible from each of the Terminals. Taxi services are available from outside Terminals 1, 2 and 3. T4 travellers 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 kerbsideMost airlines provide services including wheelchair assistance for travellers 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, travellers 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).


http://www.skybus.com.au

11

Security ScreeningScreening Officers at Melbourne Airport undergo initial training and annual refresher training regarding procedures on assisting travellers 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 travellers with a disability including travellers using wheelchairs, travellers with low vision and travellers who are fitted with a prosthetic device or pacemaker.

If travellers are unable to walk through the screening point, the traveller can request to sit in a plastic chair for the screening or alternatively choose to undergo a physical search. If a physical search is required, the traveller may request to have the physical search conducted in private.

Travellers using wheelchairs and travellers with walking aidsWheelchairs and walking aids are required to be screened at the security point. Travellers who require assistance will be guided through the process.

Travellers with low vision and travellers who are hard of hearingThe screening officer will assist travellers with directions including an explanation of the screening process. Travellers will be requested to proceed through the metal detector. Travellers may request the guidance and assistance of a Screening Officer while proceeding through the metal detector. If a physical search is required, the traveller may request 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.

Travellers with artificial limbs/prosthesisTravellers are advised to notify the security staff of their prosthesis prior to passing through the walk-through metal detector so alternate screening can occur.


12

Travellers with medical implantsWhen arriving at the screening point travellers 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 traveller to identify the location of the medical implant. If a physical search is required, the traveller may request to have the physical search conducted in private.

Travellers with medical equipmentTravellers 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.


13

Airport TerminalTactile 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, 3 and 4 are linked by escalators and lifts.

Arrivals and DeparturesShould 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 travellers with disabilities to board and disembark the aircraft.

Travellers should note that there is no porter service or any other form of direct assistance provided external to the terminal buildings. Travellers requiring direct assistance must make their own prior arrangements for the provision of direct assistance external to the terminals’ entry doors.

Flight InformationFlight 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


http://melbourneairport.com.au/flight-passenger-info/flight-information/current-flights.html

14

Priority SeatingDedicated priority seating has been placed throughout T1, T2, T3 and T4 on both ground floor and departures level, including gate areas.


15

Toilets and LiftsToilet 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.


BAGGAGERECLAIM

BAGGAGERECLAIM

BAGGAGERECLAIM

JETSTARSERVICE DESK

TIGERSERVICE DESK

REX CHECK-IN

JETSTAR CHECK-IN

& BAG DROP

TIGER CHECK-IN

& BAG DROP

5

6

7

KEYToilets Travelators

Li�s ATMs

Medical CentreShowers

Disabled Security

Airline LoungesParents

Escalators Priority SeatingP

T4 GROUND FLOOR

AT TERMINAL T4CAR PARK LEVEL 2

DISABILITY CAR PARKBAY, TO CHECK IN 205m

AT TERMINAL T4GROUND LEVEL TO

CHECK-IN - 210M

DEPA

RTUR

E DR

IVE

ARRI

VAL

DRIV

E

SERV

ICE

ROAD

AIRS

IDE

ROAD

T4 ground floor – baggage reclaim adjacent to Carousel 1

GATE 13

GATE 19GATE 17

GATE 15

GATE 12GATE 14

GATE 16GATE 18

GATE 20

GATE 11

GATE 52

GATE 51

GATE 50

GATE 49

GATE 48

GATE 47

GATE 46

GATE 45

GATE 44

GATE 43

GATE 42

GATE 41

Li�s

KEYToilets Escalators

Disabled ATMs

First Aid Priority SeatingP

Parents Retail

Security Screening 20 McDonald’s

P

P

P

PP

PP

P

P

PP

P

P

P

PP

1

2

3

4

5

6

7

8

9

10

11

12

13 14 15 16 17 18 19

20

21

22 23

24

25

26

27

28

29

30

31

32

LOBBY

LOUNGESEATING

LOUNGESEATING

GATES 14-20 GATE 30

GATES 41-52

GO DOWN TOGATES 30

END OFFLOOR

TO T3 MEZZANINEFROM SECURITY

SCREENING

GO DOWNTO BAGGAGE

RECLAIMAND EXIT

GO DOWN TOGATES 15-20


EXIT

DEPA

RTUR

E DR

IVE

ARRI

VAL

DRIV

E

SERV

ICE

ROAD

AIRS

IDE

ROAD

TERMINAL 4 – LEVEL 1 LOUNGE AND GATES

16

T4 first floor


SKYB

US

VIRG

IN A

UST

RALI

A D

OM

ESTI

C

ARR

IVA

L D

RIV

E LT

CP* B

US

BU

S LA

NE

(Arr

ival

Driv

e)

12

ACCOMODATIONBOOKING SERVICE

OVER

SIZE

LUGG

AGE

BAGGAGE 1

STAFF AREA

BAGGAGE 2

BAGGAGE 3

FROMAIRCRAFT

GATES

T3

OFFI

CES

KEY

*LTCP - Long term car park

Hudsons Coffee12

Toilets

Disabled

Parents

Lifts

Escalators

Travelators

Disabled Parking 5 min

1 min Pick-up

Bus Zone

Taxi Holding Area

Walkway

Prayer Room

17

T3 ground floor – baggage reclaim


GATE 9

GATE 7

GATE 5

GATE 3

GATE 1

GATE 10

GATE 8

GATE 6

GATE 4

GATE 2

1

2

VIRGIN LOUNGE

STAFF AREA

SECURITYSCREENING

SECURITYSCREENING EXIT

THROUGH

TO T4

T3VIRGIN AUSTRALIA

TO PIER F

CHECK IN COUNTERS

TO GATE 20 - 430m T3 CHECK IN COUNTERS

TO SECURITY - 45m

PIER E SECURITY SCREENING

T3 SECURITY SCREENING

TO GATE 10 - 240m

KEY

1

2

Newslink

Surf Dive n’ Ski

Escalators

ATMs

Li�s

Security Screening

Travelators

Parents

Disabled

Toilets

AT TERMINAL T1, T2, T3 CAR PARK LEVEL 2 DISABILITY

CAR PARK BAY TO CHECK INCOUNTERS 205M 18

T3 Mezzanine floor – aircraft gates 2 and 4


19

T3 first floor – behind Virgin check-in counters


46

KEY

Escalators

Medical CentreDisabled

46 Hightide Lounge Travelators

Airline LoungesShowers

Toilets Security

Li�s Elevated Walkway

ATMsParents

T3

Walking time 2 mins

T3VIRGIN AUSTRALIA

(DOMESTIC)

TO DOMESTIC

GATES

VIRGIN AUSTRALIA

WEB CHECK-IN

VIRGIN AUSTRALIA CHECK-IN

OVERSIZED BAGGAGE

OVERSIZED BAGGAGE

T3 DEPARTURES - LEVEL 1VIRGIN AUSTRALIA

AT TERMINAL T1, T2, T3 CARPARK LEVEL 2 DISABILITYCAR PARK BAY TO CHECK

IN COUNTERS 205m

T3 CHECK IN COUNTERSTO SECURITY (VIA LIFT - 45m)

SKYB

US

QANTAS(DOMESTIC)

INTERNATIONAL

SOUTHERN TAXI RANK BUS O

NLY

BUS ONLY

BUS ONLY

1 MIN

UTE PICK UP-D

ROP OFF

BUS ONLY

ARR

IVA

L D

RIVE

BUS LANE (Perm

it Acc

ess)

ARRIVAL DRIV

E (Restr

icted Access)

LTCP

* BUS

BUS

LAN

E (A

rriv

al D

rive)

PARKROYAL HOTEL

BUS ONLY

T

12

ACCOMODATIONBOOKING SERVICE

OVER

SIZE L

UGGA

GE

OVERSIZE LUGGAGE

QUARANTINE

BAGGAGE 2

CUSTOMS

BAGGAGE 1

BAGGAGE 8

BAGGAGE 1

STAFF AREA

BAGGAGE 2

BAGGAGE 4

BAGGAGE 5

BAGGAGE 6

BAGGAGE 7

BAGGAGE 3

EXIT

(ONLY)

EXIT

(ONLY)

FROM

AIRCRAFT

GATES

FROMAIRCRAFT

GATES

T3

T2

BAGGAGE SERVICES

DUTY FREE

OFFIC

ES

T2 INTERNATIONAL &T3 VIRGIN - GROUND FLOOR

(BAGGAGE RECLAIM)

T2 INTERNATIONALBAGGAGE

1 MIN

UTE PICK UP-D

ROP OFF

KEYSmarte Carte Baggage Storage3

MenziesBaggage Services4

*LTCP - Long term car park

Disabled Parking 5 min

1 min Pick-up

Bus Zone

Taxi Holding Area

Walkway

Prayer Room

Toilets

Disabled

Parents

Lifts

Escalators

Travelators

20

T2 ground floor – baggage reclaim (airside)


21

T2 first floor


46

GATE 9

GATE 10

GATE 11

GATE 15B

GATE 15A

GATE 18

GATE 20

GATE 16

GATE 14

GATE 7

GATE 5

GATE 3

GATE 8

GATE 6

GATE 12

GATE 4

GATE 2

KEY

Elevated Walkway

Escalators

Disabled

Showers

Toilets

Li�s

Parents

Medical Centre

Travelators

Airline Lounges

Security

ATMs

Prayer Room

T3

T2

T1

Walking time 2 mins

1 minuteDrop o�

zoneDisabledParking

5 minutes

Walking time 15 mins

Emirates &Etihad Lounges

Escalator upto Lounges

Escalator down

to Lounges


DUTY FREE

TO T1QANTAS

(DOMESTIC)

A

JH

ED

BCFGKLMN

O

P

T3VIRGIN AUSTRALIA

(DOMESTIC)

TO DOMESTIC

GATES

VIRGIN AUSTRALIA

WEB CHECK-IN


OVERSIZED BAGGAGE

OVERSIZED BAGGAGE

CHECK-IN

CHECK-IN CHECK-IN

CHECK-IN

CHECK-IN

CHECK-IN

QANTAS INTERNATIONAL

QANTASFIRST

DUTY FREE

CUSTOMS

SECURITYSCREENING

DEPARTURE DRIVE

SERVICEDESK

FLIGHT INFOBOARD

FLIGHT INFOBOARD

ENTRY TOINTERNATIONAL

SECURITYSCREENING

T2 DEPARTURES - LEVEL 1(INTERNATIONAL)

CHECK-INTO PIER LINK

- 561m

PIER LINKTO GATE 20

- 283m

PIER LINKTO GATE 12

- 175m


CAR PARK BAY TO CHECK INCOUNTERS 205M

22

T1 ground – baggage claim


GATE 3

GATE 1

GATE 2

GATE 24

GATE 26

GATE 22

3

45

6

2 1

KEYLi�sToilets

EscalatorsDisabled

*LTCP - Long Term Car Park

ATMsParents

Walkway 1Brown GougeDry Cleaners

T1

T2BUS ONLY

ARRIVAL DRIVE

BUS ONLY

PEDESTRIANWALKWAY

1 MIN

UTE PUBLIC PICK-UP

1 MIN

UTE PUBLIC PICK-UP

SOUTHERN TAXI RANK

BUS ONLY

BAGGAGE 1 BAGGAGE 2 BAGGAGE 3 BAGGAGE 4

QANTASVALET PARKING

VHAPERMIT AREA

AT TERMINALT1 T2 T3 CAR PARK

AT TERMINALT1 T2 T3

CAR PARK

EXIT

MIDDLE LANE (Perm

it Acce

ss)

ARRIVAL DRIVE (Restricted Acce

ss)

PARK ROYAL HOTEL

PARK ROYALPARKING ONLY

TO T2, T3, T

4

(1-5 MIN

WALK)

SKYBUS LTCP* BUS

T1 QANTASDOMESTICARRIVALS(GROUND FLOOR)

23

T1 mezzanine floor – gates area


1

8

9

10

11

12

13

20 21

1918

17 22

16

7

14

15

23

24

25

2

34

6

5

GATE 12

GATE 10

GATE 11

GATE 7GATE 27

GATE 25

GATE 23

GATE 21

GATE 3

GATE 1

GATE 9

GATE 8

GATE 6

GATE 4

GATE 2

GATE 24

GATE 26

GATE 28

GATE 30

GATE 22

KEYToilets

EscalatorsDisabled

ATMs

Showers Security

Parents

23 Carry On 24 Two Brews

Medical CentreTravelators

T1

DEPARTURE DRIVE

DEPARTURE DRIVE

DEPARTURE DRIVE

ELEVATED WALKW

AY

DOWN TOBAGGAGE CLAIM

STAIRS TO MEZZANINEFROM FIRST

QAN

TASM

EETING RO

OM

S

ESCALATORS TOFOOD COURT

STAIRS DOWN TOBAGGAGE CLAIM

T1 QANTASDOMESTIC(MEZZANINE LEVEL)

T2

T1A

JH

ED

BCFGKLMN

P

CHECK-IN

CHECK-IN CHECK-IN

CHECK-IN

CHECK-IN

CHECK-IN


DUTY FREE

SECURITYSCREENING

SERVICEDESK

24

TTY TelephoneA telephone with teletypewriter (TTY) facility for people who are hard of hearing is located on the ground floor of Terminal 2.

Hearing LoopHearing 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 ShowersPublic shower facilities are located in the first amenities block opposite Hungry Jacks on the departures level of T2.


25

Adult change roomAn 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 traveller 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.


GATE 11

P

P

6

7

8

9

10

13 14 15 16 17 18 19

20

21

22 23

24

25

26

27

28

LOUNGESEATING

LOUNGESEATING

GO DOWNTO BAGGAGE

RECLAIMAND EXIT

SERV

ICE

ROAD

26

Access to/from AircraftSmooth and uninterrupted access to and from aircraft is facilitated by the provision of ramps, stairs and aerobridges.

Travellers with limited mobility or other disabilities can request assistance from airline staff for boarding and disembarking. As noted previously, travellers 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. Travellers 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 travellers 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 traveller to remain in the airline wheelchair.

Equipment is available for lifting travellers on and off an aircraft and airline staff will assist travellers in boarding or disembarking from the aircraft that are not provided with aerobridges.

Travellers using wheelchairsIn the majority of cases, travellers using wheelchairs for mobility are able to take their own wheelchair to the boarding gate. However this procedure can vary between airlines. Travellers are advised to discuss the procedure with their airline prior to travel.

Travellers taking their own wheelchair to the boarding gate are advised to arrive early for boarding. Travellers 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 traveller’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.


27

Battery-powered wheelchairs and mobility aidsFor 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.

Travellers are advised to carry details of the type of battery installed within their mobility aid and notify the airline when making arrangements.

Assistance AnimalsAssistance 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. Travellers 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.


http://www.casa.gov.au/standard-page/travelling-battery-powered-wheelchair

28

Distances from At Terminal 123 Car Parks to Terminal gatesT1 gate map walking time and distance


1

89

10111213

20

1918

17

22 21

16

714

15

23

2

3 4

5

6

GATE 12

GATE 10

GATE 11

GATE 7GATE 27

GATE 25

GATE 23

GATE 21

GATE 3

GATE 1

GATE 9

GATE 8

GATE 6

GATE 4

GATE 2

GATE 24

GATE 26

GATE 28

GATE 30

GATE 22

T2

T2

T1

TO T2

FOOD COURT

DEPARTURE DRIVE

DEPARTURE DRIVE

DEPARTURE DRIVE

TO T2

TO LIFTS

QANTASCHECK-IN

CHECK-IN A

QANTAS INTERNATIO

NAL

BAG DROP

LOUNGE

BAG DROP

QANTASCHECK-IN

TO GROUND FLOOR

TO MEZZANINE & GROUND

AT TERMINAL EXIT

ELEVATED WALKW

AY

CHECK-IN

QANTASCHECK-IN

T1 QANTASDOMESTIC

(FIRST FLOOR)

PIER

C

PIER

B

T1 CHECK IN



SECURITY SCREENING TO THE PIER C LIFT - 80m

PIER

B

PASSENGER BOARDING LEVEL

PIER C LIFT TOGATE 12 - 300m

PIER B LIFT TO GATE 30 - 310m

PIER B LIFT TO GATE 12 - 435m

PASSENGER BOARDING

LEVEL

LIFT

SECURITYSCREENING

LIFT

SECURITY SCREENING TO THE PIER B LIFT - 65m

KEY



GATE 9

GATE 7

GATE 5

GATE 3

GATE 1

GATE 10

GATE 8

GATE 6

GATE 4

GATE 2

1

2

VIRGIN LOUNGE

STAFF AREA

SECURITYSCREENING

SECURITYSCREENING EXIT

THROUGH

TO T4

T3VIRGIN AUSTRALIA

TO PIER F

CHECK IN COUNTERS

TO GATE 20 - 430m T3 CHECK IN COUNTERS

TO SECURITY - 45m

PIER E SECURITY SCREENING

T3 SECURITY SCREENING

TO GATE 10 - 240m

KEY

1

2

Newslink

Surf Dive n’ Ski

Escalators

ATMs

Li�s

Security Screening

Travelators

Parents

Disabled

Toilets



46

GATE 9

GATE 10

GATE 11

GATE 15B

GATE 15A

GATE 18

GATE 20

GATE 16

GATE 14

GATE 7

GATE 5

GATE 3

GATE 8

GATE 6

GATE 12

GATE 4

GATE 2

KEY

Elevated Walkway

Escalators

Disabled

Showers

Toilets

Li�s

Parents

Medical Centre

Travelators

Airline Lounges

Security

ATMs

Prayer Room

T3

T2

T1

Walking time 2 mins

1 minuteDrop o�

zoneDisabledParking

5 minutes

Walking time 15 mins

Emirates &Etihad Lounges


Escalator down

to Lounges


DUTY FREE

TO T1QANTAS

(DOMESTIC)

A

JH

ED

BCFGKLMN

O

P

T3VIRGIN AUSTRALIA

(DOMESTIC)

TO DOMESTIC

GATES

VIRGIN AUSTRALIA

WEB CHECK-IN


OVERSIZED BAGGAGE

OVERSIZED BAGGAGE

CHECK-IN

CHECK-IN CHECK-IN

CHECK-IN

CHECK-IN

CHECK-IN


QANTASFIRST

DUTY FREE

CUSTOMS

SECURITYSCREENING

DEPARTURE DRIVE

SERVICEDESK

FLIGHT INFOBOARD

FLIGHT INFOBOARD

ENTRY TOINTERNATIONAL

SECURITYSCREENING

T2 DEPARTURES - LEVEL 1(INTERNATIONAL)

CHECK-INTO PIER LINK

- 561m

PIER LINKTO GATE 20

- 283m

PIER LINKTO GATE 12

- 175m



30



COMMS

BAGGAGE

RECLAIM

BAGGAGE

RECLAIM

BAGGAGE

RECLAIM

JETSTAR

SERVICEDESK

TIGERSERVICE

DESK

REX CHECK-IN

JETSTAR CHECK-IN

& BAG DROP

TIGER CHECK-IN

& BAG DROP

GATE 52

GATE 51

GATE 50

GATE 49

GATE 48

GATE 47

GATE 46

GATE 45

GATE 44

GATE 43

GATE 42

GATE 41

KEY

PP

P

P

P

P

P

T4 GROUND FLOOR

DEPA

RTUR

E DR

IVE

ARRI

VAL

DRIV

E

SERV

ICE

ROAD

AIRS

IDE

ROAD

AT TERMINAL T4 CAR PARK, LEVEL 2

DISABILITY CAR PARK BAY TO CHECK IN

- 285m

AT TERMINAL T4 GROUND LEVEL TO CHECK IN - 210m

PIER F

P


Distances from T4 Car Parks to Terminal Gates walking time and distance to check-in

GATE 13

GATE 19GATE 17

GATE 15

GATE 12GATE 14

GATE 16GATE 18

GATE 20

GATE 11

GATE 52

GATE 51

GATE 50

GATE 49

GATE 48

GATE 47

GATE 46

GATE 45

GATE 44

GATE 43

GATE 42

GATE 41

KEY

P

P

PP

PP

P

P

PP

P

P

P

PP

Walking

time

10

mins

Walking time 5 mins

GO DOWN TOGATES 30

GO DOWNTO BAGGAGE

RECLAIMAND EXIT

LOBBY

LOUNGESEATING

LOUNGESEATING

Walkw

ay not to scale

GATES 14-20 GATE 30

GATES 41-52

END OFFLOOR

TO T3 MEZZANINEFROM SECURITY

SCREENING



EXIT

DEPA

RTUR

E DR

IVE

ARRI

VAL

DRIV

E

SERV

ICE

ROAD

AIRS

IDE

ROAD

TERMINAL 4 – LEVEL 1 LOUNGE AND GATES

PIER F

PIER G

T4 SECURITY SCREENING TO GATE 20 - 275m

T4 SECURITY SCREENING TO GATE 52 - 530m

P

P

P

P

32

Distances from T4 Car Parks to Terminal Gates walking time and distance to check-in


33

Medical CentreMelbourne 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


34

Direct AssistanceDirect 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 travellingWheelchair assistance while travelling must be requested by the traveller when booking a ticket.

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 travellers 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]


http://www.melbourneairport.com.au/Flight-Passenger-Info/Preparing-to-Fly/Airline-Information.html

35

Delivery of ServiceSecurity environmentPlease 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 travellers 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 travellers who require direct assistance upon arrival at the airport, supporting airline ground crew. Our Customer Service Volunteers have a wide range of capabilities and can provide general assistance to all travellers. Where requests for assistance may extend beyond the Customer Service Volunteers responsibilities, travellers may be directed to their airline or the Airport Manager.


36

CommunicationFurther informationFor 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


http://www.melbourneairport.com.au/Contact-Us.html

Name of Airport: Melbourne Airport Operated by: Australia Pacific Airports Melbourne Pty Limited (APAM)

Documents

Disability Access Facilitation Plan - Melbourne Airport...Battery-powered wheelchairs and mobility aids 27 Assistance Animals 27 Distances from At Terminal Car Parks to Terminal Gates