Disability Access Facilitation Plan

Transcription

1 Disability Access Facilitation lan Name of Airport: Melbourne Airport Operated by: Australia acific Airports Melbourne ty Limited (AAM)

2 Contents Objective 4 rior to Arrival 5 Kerbside rocesses 6 ick-up and Drop-off zone T1, T2 and T3 6 Main Forecourt ick-up and Drop-off (T1, T2 and T3) 6 At Terminal T1, T2, T3 Car ark 7 At Terminal T4 Car ark accessible parking (Level 1) 8 At Terminal T4 Car ark accessible parking (Level 2) 8 Long Term Car ark 9 ublic Transportation 10 Assistance to/from the kerbside 10 Security Screening 11 assengers with wheelchairs and passengers with walking aids 11 assengers with low vision and passengers who are hard of hearing 11 assengers with artificial limbs/prosthesis 11 assengers with medical implants 12 assengers with medical equipment 12 Melbourne Airport Disability Access Facilitation lan 2

3 Airport Terminal 13 Arrivals and Departures 13 Flight Information 13 riority Seating 14 Toilets and Lifts 15 TTY Telephone 24 Hearing Loop 24 ublic Showers 24 Adult Changeroom 25 Access to/from Aircraft 26 assengers using wheelchairs 26 Battery-powered wheelchairs and mobility aids 27 Assistance Animals 27 Distances from At Terminal Car arks 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 lan 3

4 Objective The wellbeing of passengers with a disability is a high priority at Melbourne Airport. The primary purpose of the Disability Access Facilitation lan 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 lan has been prepared following the Victorian Government Department of Human Services guidelines for 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 lan 4

5 rior 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 repare to Fly tab on the Melbourne Airport website: melbourneairport.com.au/flight-assenger-info/reparing-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 (within Australia). Melbourne Airport Disability Access Facilitation lan 5

6 NO LEFT HAND TURN (BUSES EXCETED) Kerbside rocesses ick-up and Drop-off zone T1, T2 and T3 ick-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 ick-up and Drop-off (T1, T2 and T3) AT TERMINAL T1 T2 T3 KEY Disabled car parking bays (5-minute standard) Qantas T1 Terminal T1, T2, T3 International T2 TAXI RANK TAXI RANK Entry Business BUS LANE LTC BUS 1 MINUTE UBLIC ICK U LANE SKYBUS Virgin T3 At Terminal T1 T2 T3 LEVEL 1-6 T4 Entry Tigerair, Jetstar, REX & AirNorth EDESTRIAN T4 FORECOURT Entry T4 At Terminal T4 LEVEL 1-7 Long Term Car ark Melbourne Airport Disability Access Facilitation lan 6

7 Car arking: 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 arks, or the Long Term Car ark. 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 ark and At Terminal T4 Car ark 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 ark at ground level or through the covered walkways on Level 2. At Terminal T1, T2, T3 Car ark Melbourne Airport Disability Access Facilitation lan 7

8 Car arking: At Terminal T4 Car ark 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 ark is joined to T4 by a paved forecourt and covered walkway, which is for pedestrians only (i.e. no vehicles). At Terminal T4 Car ark accessible parking (Level 1) RECINCT C KEY At Terminal T4 Car ark accessible parking (Level 2) RECINCT C KEY NO STOING AREA Last Chance ayment - 2 minutes remium arking Disabled arking edestrian Walkway Terminal 4 All roads within Melbourne Airport precincts are NO STOING 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 STOING AREA ublic arking area ublic ick Up - 1 minute ermit arking Only VHA arking Only Disabled arking edestrian Walkway Terminal 4 All roads within Melbourne Airport precincts are NO STOING 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 lan 8

9 Car arking: Long Term Car ark The Long Term Car ark 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. lease note that a valid Disability arking ermit 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 lan 9

10 ublic Transportation ublic 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 ark. 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 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 lan 10

11 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. rocedures 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. assengers using wheelchairs and passengers with walking aids Wheelchairs and walking aids are required to be screened at the security point. assengers who require assistance will be guided through the process. assengers 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. assengers will be requested to proceed through the metal detector. assengers 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. assengers with artificial limbs/prosthesis assengers 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 lan 11

12 assengers 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. assengers with medical equipment assengers 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 lan 12

13 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. assengers should note that there is no porter service or any other form of direct assistance provided external to the terminal buildings. assengers 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 ihone application. melbourneairport.com.au/flight-passenger-info/flight-information/current-flights.html Melbourne Airport Disability Access Facilitation lan 13

14 riority 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 lan 14

15 TIGER CHECK-IN & BAG DRO 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 ark and the At Terminal T4 Car ark. T4 ground floor baggage reclaim adjacent to Carousel 1 AIRSIDE ROAD DEARTURE DRIVE ARRIVAL DRIVE T4 GROUND FLOOR KEY BAGGAGE RECLAIM Toilets Disabled Travelators Security BAGGAGE RECLAIM 5 6 Showers Medical Centre BAGGAGE RECLAIM arents Airline Lounges SERVICE ROAD Lifts Escalators ATMs riority Seating AT TERMINAL T4 GROUND LEVEL TO CHECK-IN - 210M JETSTAR SERVICE DESK JETSTAR CHECK-IN & BAG DRO 7 TIGER SERVICE DESK REX CHECK-IN AT TERMINAL T4 CAR ARK LEVEL 2 DISABILITY CAR ARK BAY, TO CHECK IN 205m Melbourne Airport Disability Access Facilitation lan 15

16 T4 first floor AIRSIDE ROAD DEARTURE DRIVE TERMINAL 4 LEVEL 1 LOUNGE AND GATES TO T3 MEZZANINE FROM SECURITY SCREENING 32 KEY Toilets Escalators Disabled arents First Aid Lifts ATMs Retail riority Seating Security Screening 20 McDonald s LOUNGE SEATING EXIT ARRIVAL DRIVE SERVICE ROAD GO DOWN TO BAGGAGE RECLAIM AND EXIT GO DOWN TO GATES GATE 13 GATE LOUNGE SEATING 20 GATE 19 GATE 17 GATE Walking time 5 mins LOBBY GO DOWN TO GATES 30 GATE 20 GATE 18 GATE 16 GATE 14 GATE 12 GATES GATE 30 Walking time 10 mins Walkway not to scale GATES GATE 41 GATE 52 GATE 51 GATE 49 GATE 47 GATE 45 GATE 44 GATE 43 GATE 42 GO DOWN TO GATES END OF FLOOR GATE 50 GATE 48 GATE 46 Melbourne Airport Disability Access Facilitation lan 16

17 T3 ground floor baggage reclaim STAFF AREA OFFICES FROM AIRCRAFT GATES ACCOMODATION BOOKING SERVICE LTC* BUS BAGGAGE 1 T3 OVERSIZE LUGGAGE BAGGAGE 2 12 SKYBUS ARRIVAL DRIVE (Arrival Drive) BUS LANE VIRGIN AUSTRALIA (DOMESTIC) BAGGAGE 3 12 Hudsons Coffee KEY 1 min ick-up Toilets Disabled arking 5 min Disabled Bus Zone arents Taxi Holding Area Lifts Walkway Escalators rayer Room Travelators *LTC - Long term car park Melbourne Airport Disability Access Facilitation lan 17

18 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 m KEY GATE 4 1 GATE 3 Toilets Lifts Disabled Escalators arents ATMs Travelators 1 Newslink Security Screening 2 Surf Dive n Ski GATE 2 GATE 1 2 SECURITY SCREENING THROUGH TO T4 EXIT TO IER F CHECK IN COUNTERS TO GATE m VIRGIN LOUNGE IER E SECURITY SCREENING T3 CHECK IN COUNTERS TO SECURITY - 45m SECURITY SCREENING STAFF AREA Melbourne Airport Disability Access Facilitation lan 18

19 T3 first floor behind Virgin check-in counters KEY 46 Hightide Lounge Travelators T2 & T3 DEARTURES - LEVEL 1 (INTERNATIONAL & VIRGIN AUSTRALIA) Toilets Disabled Showers arents Lifts Security Medical Centre Airline Lounges ATMs Elevated Walkway Escalators T3 CHECK IN COUNTERS TO SECURITY (VIA LIFT - 45m) AT TERMINAL T1, T2, T3 CAR ARK LEVEL 2 DISABILITY CAR ARK BAY TO CHECK IN COUNTERS 205m OVERSIZED BAGGAGE T3 VIRGIN AUSTRALIA (DOMESTIC) TO DOMESTIC GATES VIRGIN AUSTRALIA CHECK-IN VIRGIN AUSTRALIA WEB CHECK-IN 46 T3 Walking time 2 mins Melbourne Airport Disability Access Facilitation lan 19

20 T2 ground floor baggage reclaim (airside) DUTY FREE CUSTOMS T2 INTERNATIONAL & T3 VIRGIN - GROUND FLOOR (BAGGAGE RECLAIM) T2 BAGGAGE 7 BAGGAGE 8 (D INTERNATIONAL BAGGAGE 6 T3 OVERSIZE LUGGAGE FROM AIRCRAFT GATES VERSIZE LUGGAGE BAGGAGE 3 STAFF AREA BAGGAGE 2 ACCOMODATION BOOKING SERVICE BAGGAGE 1 BAGGAGE 2 BAGGAGE 4 BAGGAGE SERVICES BAGGAGE 1 12 BAGGAGE 5 SKYBUS LTC* BUS ARRIVAL DRIVE Melbourne Airport Disability Access Facilitation lan OFFICES EXIT (Arrival Drive) US LANE (ONLY) 3 QUARANTINE ARRIVAL DRIVE BUS ONLY EXIT Smarte Carte Baggage Storage Toilets Disabled arents Lifts Escalators Travelators BUS ONLY (ONLY) (Restricted Access) BUS LANE KEY (ermit Access) *LTC - Long term car park SOUTHERN TAXI RANK BUS ONLY 1 MINUTE ICK U-DRO OFF 4 BUS ONLY 1 MINUTE ICK U-DR Menzies Baggage Services 1 min ick-up Disabled arking 5 min Bus Zone Taxi Holding Area Walkway rayer Room ARKR 20

21 T2 first floor GATE 20 IER LINK TO GATE m GATE 18 IER LINK TO GATE m GATE 16 T2 & T3 DEARTURES - LEVEL 1 (INTERNATIONAL & VIRGIN AUSTRALIA) GATE 14 GATE 12 GATE 15A GATE 15B Emirates & Etihad Lounges GATE 10 CHECK-IN TO IER LINK - 561m Walking time 15 mins Escalator up to Lounges GATE 11 GATE 8 Escalator up to Lounges Escalator down to Lounges GATE 9 GATE 6 GATE 7 GATE 4 GATE 5 GATE 3 KEY Toilets Disabled Travelators Security GATE 2 Showers Medical Centre arents Airline Lounges DUTY FREE Lifts Escalators ATMs Elevated Walkway CUSTOMS DUTY FREE SECURITY SCREENING OVERSIZED BAGGAGE ENTRY TO INTERNATIONAL SECURITY SCREENING J H T2 CHECK-IN SERVICE DESK E D OVERSIZED BAGGAGE T3 VIRGIN AUSTRALIA (DOMESTIC) TO DOMESTIC GATES VIRGIN AUSTRALIA CHECK-IN VIRGIN AUSTRALIA WEB CHECK-IN 46 T3 Walking time 2 mins O CHECK-IN N M 1 minute Drop off zone CHECK -IN L K FLIGHT INFO BOARD CHECK -IN G F FLIGHT INFO BOARD Disabled arking 5 minutes DEARTURE DRIVE CHECK -IN C B QANTAS INTERNATIONAL QANTAS FIRST CHECK-IN A T1 TO T1 QANTAS (DOMESTIC) Melbourne Airport Disability Access Facilitation lan 21

22 T1 ground baggage claim GATE 26 GATE 2 GATE 3 T1 QANTAS DOMESTIC ARRIVALS (GROUND FLOOR) GATE 24 GATE 22 GATE 1 T QANTAS VALET ARKING T2 3 EDESTRIAN WALKWAY BAGGAGE 1 BAGGAGE 2 BAGGAGE 3 BAGGAGE SKYBUS LTC* BUS ARRIVAL DRIVE TO T2, T3, T4 (1-5 MIN WALK) SOUTHERN TAXI RANK BUS ONLY VHA ERMIT AREA BUS ONLY ARRIVAL DRIVE (Restricted Access) MIDDLE LANE (ermit Access) BUS ONLY 1 MINUTE UBLIC ICK-U 1 MINUTE UBLIC ICK-U ARK ROYAL HOTEL AT TERMINAL T1 T2 T3 CAR ARK ARK ROYAL ARKING ONLY EXIT AT TERMINAL T1 T2 T3 CAR ARK KEY Toilets Disabled arents Walkway 1 *LTC - Long Term Car ark Lifts Escalators ATMs Brown Gouge Dry Cleaners Melbourne Airport Disability Access Facilitation lan 22

23 T1 mezzanine floor gates area GATE 12 T1 QANTAS DOMESTIC (MEZZANINE LEVEL) GATE 11 GATE 10 GATE 9 GATE 8 GATE 7 GATE 30 GATE 27 GATE 6 GATE 28 GATE 25 GATE 26 GATE 4 GATE 24 GATE KEY GATE 2 12 GATE 3 23 Carry On 24 Two Brews Toilets GATE T1 Disabled Showers arents Escalators Security ATMs 24 GATE QANTAS MEETING ROOMS 6 GATE 1 Travelators Medical Centre DOWN TO BAGGAGE CLAIM 4 2 STAIRS TO MEZZANINE FROM FIRST ESCALATORS TO FOOD COURT 16 STAIRS DOWN TO BAGGAGE CLAIM DEARTURE DRIVE DEARTURE DRIVE ELEVATED WALKWAY DEARTURE DRIVE Melbourne Airport Disability Access Facilitation lan 23

24 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 T2 departures Carousels 6 and 7 in T2 arrivals ublic Showers ublic shower facilities are located in the first amenities block opposite Hungry Jacks on the departures level of T2. DUTY FREE ITY NING J H T2 CHECK-IN SERVICE DESK E D CK-IN M CHECK -IN L K CHECK -IN G F CHECK -IN C B QANTAS INTERNATIONAL CHECK-IN A T Melbourne Airport Disability Access Facilitation lan 24

25 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 LOUNGE SEATING 26 SERVICE RO GO DOWN TO BAGGAGE RECLAIM AND EXIT E LOUNGE SEATING Melbourne Airport Disability Access Facilitation lan 25

26 Access to/from Aircraft Smooth and uninterrupted access to and from aircraft is facilitated by the provision of ramps, stairs and aerobridges. assengers 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. assengers 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. assengers 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. assengers are advised to discuss the procedure with their airline prior to travel. assengers taking their own wheelchair to the boarding gate are advised to arrive early for boarding. assengers 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 lan 26

27 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. 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. assengers 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. assengers 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 lan 27

28 Distances from At Terminal 123 Car arks to Terminal gates T1 gate map walking time and distance GATE 12 T1 QANTAS DOMESTIC (FIRST FLOOR) GATE 11 GATE 10 IER C LIFT TO GATE m GATE 9 GATE 8 IER B LIFT TO GATE m GATE 7 GATE 30 GATE 27 GATE 6 ASSENGER BOARDING LEVEL GATE 28 GATE 25 GATE 26 ASSENGER BOARDING LEVEL GATE 4 GATE 24 GATE 23 IER C IER B GATE 2 GATE 3 KEY GATE 22 T1 IER B GATE 21 LIFT GATE 1 SECURITY SCREENING TO THE IER C LIFT - 80m 20 IER B LIFT TO GATE m FOOD COURT LOUNGE SECURITY SCREENING TO THE IER B LIFT - 65m 2 1 TO LIFTS SECURITY SCREENING AT TERMINAL EXIT LIFT TO MEZZANINE & GROUND QANTAS INTERNATIONAL T2 TO T2 CHECK-IN A T TO T2 QANTAS CHECK-IN 6 T1 CHECK IN BAG DRO QANTAS CHECK-IN BAG DRO QANTAS CHECK-IN CHECK-IN TO GROUND FLOOR DEARTURE DRIVE DEARTURE DRIVE ELEVATED WALKWAY TO AT TERMINAL T1, T2, T3, CARARKS LEVEL 2 DEARTURE DRIVE Melbourne Airport Disability Access Facilitation lan 28

29 Distances from At Terminal 123 Car arks 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 m KEY GATE 4 1 GATE 3 Toilets Lifts Disabled Escalators arents ATMs Travelators 1 Newslink Security Screening 2 Surf Dive n Ski GATE 2 GATE 1 2 SECURITY SCREENING THROUGH TO T4 TO IER F CHECK IN COUNTERS TO GATE m VIRGIN LOUNGE EXIT IER E SECURITY SCREENING T3 CHECK IN COUNTERS TO SECURITY - 45m SECURITY SCREENING STAFF AREA Melbourne Airport Disability Access Facilitation lan 29

30 46 Distances from At Terminal 123 Car arks to Terminal gates T2 gate map walking time and distance GATE 20 IER LINK TO GATE m GATE 18 IER LINK TO GATE m GATE 16 T2 & T3 DEARTURES - LEVEL 1 (INTERNATIONAL & VIRGIN AUSTRALIA) GATE 14 GATE 12 GATE 15A GATE 15B Emirates & Etihad Lounges GATE 10 CHECK-IN TO IER LINK - 561m Walking time 15 mins Escalator up to Lounges GATE 11 GATE 8 Escalator up to Lounges Escalator down to Lounges GATE 9 GATE 6 GATE 7 GATE 4 GATE 5 GATE 3 KEY Toilets Disabled Travelators Security GATE 2 Showers Medical Centre arents Airline Lounges DUTY FREE Lifts Escalators ATMs Elevated Walkway CUSTOMS DUTY FREE SECURITY SCREENING OVERSIZED BAGGAGE ENTRY TO INTERNATIONAL SECURITY SCREENING J H T2 CHECK-IN SERVICE DESK E D OVERSIZED BAGGAGE T3 VIRGIN AUSTRALIA (DOMESTIC) TO DOMESTIC GATES VIRGIN AUSTRALIA CHECK-IN VIRGIN AUSTRALIA WEB CHECK-IN T3 Walking time 2 mins O CHECK-IN N M 1 minute Drop off zone CHECK -IN L K FLIGHT INFO BOARD CHECK -IN G F FLIGHT INFO BOARD Disabled arking 5 minutes DEARTURE DRIVE CHECK -IN C B QANTAS INTERNATIONAL QANTAS FIRST CHECK-IN A T1 TO T1 QANTAS (DOMESTIC) Melbourne Airport Disability Access Facilitation lan 30

31 COMMS JETSTAR CHECK-IN & BAG DRO SERVICE ROAD Distances from T4 Car arks to Terminal Gates walking time and distance to check-in AIRSIDE ROAD DEARTURE DRIVE ARRIVAL DRIVE T4 GROUND FLOOR KEY BAGGAGE RECLAIM BAGGAGE RECLAIM BAGGAGE RECLAIM JETSTAR SERVICE DESK AT TERMINAL T4 GROUND LEVEL TO CHECK IN - 210m TIGER SERVICE DESK IER F TIGER CHECK-IN & BAG DRO REX CHECK-IN AT TERMINAL T4 CAR ARK, LEVEL 2 DISABILITY CAR ARK BAY TO CHECK IN - 285m GATE 41 GATE 43 GATE 51 GATE 49 GATE 47 GATE 45 GATE 42 GATE 52 GATE 44 GATE 50 GATE 48 GATE 46 Melbourne Airport Disability Access Facilitation lan 31

32 ARRIVAL DRIVE SERVICE ROAD Distances from T4 Car arks to Terminal Gates walking time and distance to check-in AIRSIDE ROAD DEARTURE DRIVE TERMINAL 4 LEVEL 1 LOUNGE AND GATES TO T3 MEZZANINE FROM SECURITY SCREENING KEY EXIT LOUNGE SEATING T4 SECURITY SCREENING TO GATE m GO DOWN TO BAGGAGE RECLAIM AND EXIT GATE 11 LOUNGE SEATING GATE 19 GATE 17 GATE 15 GO DOWN TO GATES GATE 13 IER F Walking time 5 mins LOBBY GO DOWN TO GATES 30 GATE 20 GATE 18 GATE 16 GATE 14 GATE 12 GATES GATE 30 Walking time 10 mins GATES Walkway not to scale T4 SECURITY SCREENING TO GATE m GATE 41 GATE 51 GATE 49 GATE 47 GATE 45 GATE 43 IER G END OF FLOOR GATE 52 GATE 44 GATE 42 GO DOWN TO GATES GATE 50 GATE 48 GATE 46 Melbourne Airport Disability Access Facilitation lan 32

33 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 re-employment medical examinations Work injury management hysiotherapy services Deep Vein Thrombosis prevention Contact the centre directly for hours of operation and further information on Melbourne Airport Disability Access Facilitation lan 33

34 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 repare to Fly tab on the Melbourne Airport website: 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 prior to your arrival at the airport. lease 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 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. lease 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 hone: traveller.information@melair.com.au Travel Information & Booking Service hone: melbairport@ausvc.com.au Melbourne Airport Disability Access Facilitation lan 34

35 Delivery Service Security environment lease 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 lan 35

36 Communication Further information For further information regarding Melbourne Airport facilities go to or call the Melbourne Airport Travellers Information Service on 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. lease 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: Melbourne Airport Disability Access Facilitation lan 36

37 Name of Airport: Melbourne Airport Operated by: Australia acific Airports Melbourne ty Limited (AAM)