During this week’s Accessible and Inclusive Tourism Conference in Melbourne, Head of Traveller Experience, Wendi Pearce, discussed how accessibility will be enhanced at Melbourne Airport.
The process began pre-COVID and involved discussions with 150 stakeholders across various departments and airlines.
“I’m sure you’ve all got a horror story from Melbourne Airport, but I do want to assure you that we’re on it with you,” Pearce said.
“When the airport was first built, the person was the problem and you can see it in everything we did. Today, we actually say that as a business, Melbourne Airport is the problem. Our buildings are badly designed and there’s a lack of education right across the precinct.”
Launching on 09 Sep as a four-week pilot program and serviced by Travellers Aid, a mobility hub will be located within each of the four terminals, transporting guests on buggies upon arrival through check-in, baggage reclaim and beyond. The service will be in operation Monday to Friday, from 10am to 6pm.
From 01 Nov, the hub experience will also be taken online, with travellers able to access pre-travel videos explaining what will take place at different parts of the experience, from security and border force through to customs. A virtual reality experience during international arrivals and departures will also be created.
Other areas of improvement at Melbourne Airport include team training programs that were co-designed by people with disabilities, and accessible digital wayfinding, created with other airports around Australia, for a seamless travel experience. In addition, all retailers will include accessible features such as low counters and specific lighting and music levels.
Melbourne Airport is also part of the Hidden Disability Program, which provides support for people who require additional assistance. To help staff identify who they are, guests can collect a sunflower lanyard to wear throughout the entire airport. Staff wearing the lanyards are also trained to offer additional care and consideration for those guests.
