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Melbourne Airport
3.0 Star Rating: Fair
176 reviews



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Melbourne Airport customer review :  11 April 2014 by Peter Stephenson    (New Zealand)

Rating : 0/10

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Recommended

Most officious and rudest staff I have met at any airport in the world. Apparently I should tell them I have an artificial hip before going through the scanners so I can instead have a body scan. I have travelled extensively and never been told this. They were more interested in if I had 100 mls of fluids not artificial joints.



Melbourne Airport customer review :  29 March 2014 by Hijaz Kamal Hasnan    (Malaysia)

Rating : 5/10

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Recommended

Having been used to giant Asian airports, MEL feels small and cramped due to the low ceiling that you feel lost in a third rate mall. Lighting was pretty dark, shops were really expensive. Security checks were ok, but manned by disinterested staff. The waiting area at the gate had power points which are practical. Free internet was OK. Overall, a pretty Ok airport but compared to the standards of Changi, Hong Kong and Incheon, MEL feels very left behind.



Melbourne Airport customer review :  28 March 2014 by Chris Hall    (Australia)

Rating : 0/10

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Recommended

Glitzy shops, no use to me. I am there to fly somewhere not to buy stuff I can get cheaper elsewhere if I ever wanted any of it. Prices are crazy except for duty free booze. No free wifi! Free wifi is almost universal in airports these days. Very tired plumbing fittings in toilets that badly need refurbishment. They are smelly and unattractive. The set up on arrival is just bizarre. The electronic passport check works well but is offset by interminable wait for luggage and strange queues stretched round and round the carousels before you get shunted into the appropriate queue for the actual Customs check. There is plenty of room for shops but limited room for the supposed main function of an airport, getting pax on and off aeroplanes and into the community. It is an appalling 'welcome to Victoria".



Melbourne Airport customer review :  22 March 2014 by E Ng    (New Zealand)

Rating : 2/10

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Recommended

Old tired airport with equally aloof and rude staff. Arrived on an Emirates flight at 2am, and the transit officer was so rude and abrupt. No smoking lounge for international transit passengers. There are no 24 hour shopping facilities, no 24 hour restaurants, no 24 hour customer service centres - nothing. Having travelled to many international destinations, this airport tick no boxes, I am sorry, it is that bad.



Melbourne Airport customer review :  17 March 2014 by S Peterson    (New Zealand)

Rating : 0/10

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Recommended

Avoid this airport! My family and I were flying to Mildura via Melbourne and both ways we had terrible experiences! I don't know if it was a bad day both times or what but the people working there Air NZ were so rude. The woman at check in should not work in customer service and the man at the gate where we were boarding was so rude. Massive lines, disgusting toilets, horrible staff made an already long day seem like an eternity. Never again!



Melbourne Airport customer review :  10 March 2014 by Leanne Bree    (Australia)

Rating : 5/10

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Recommended

Being from Melbourne I am quite ashamed of our airport. It is so much poorer than our Asian neighbours in facilities and being customer friendly. It seems to cope okay if your flight arrives or leaves afternoons or evenings, but mornings are a total nightmare. There is not enough room or staff to cope with large volumes of arrivals (or even departures) which doesn't exactly give a good first impression or last impression. I always dread arriving into my home town airport. After a long haul flight the last thing you need is "attitude" and long long delays.



Melbourne Airport customer review :  10 March 2014 by A Young    (Australia)

Rating : 7/10

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Recommended

After arriving from Vietnam Fri morning, I walked to the wrong area of passport control, only not be greeted by the rudest customer service lady. If this is the welcome we give visitors to our country, then I'm not surprised people would think us rude. First point of contact and greeted with this rude, lady, not good first impression.



Melbourne Airport customer review :  22 February 2014 by D Lee    (Singapore)

Rating : 8/10

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Recommended

Having read previous reviews of Australian airports I was slightly worried with the sort of service I would encounter at Melbourne Airport. However, Melbourne Airport was surprisingly a gem of the airport. Arrival into Melbourne on a Qantas A330 at the same time an Emirates A380 came in from Dubai, was expecting immigration to take an hour or so but I was happy to be done in under fifteen minutes. Bags at the belt immediately after immigration, and despite a small mix-up at quarantine I was on my way by Skybus to Melbourne forty minutes or so after deplaning. My outbound flight from Australia was also at Melbourne Airport, and getting through the airport was very much a breeze. Hardly anyone at the airport in the middle of the afternoon when I arrived. Barely any time wasted checking in for my Emirates flight and immigration was particularly smooth and hassle free. Even picked up a nice little bottle of Mescal on the way to the gate with so much time to spare (2.5 hours). Free wifi was certainly useful. Plenty of plane spotting opportunities in the terminal as well. Of course, it can't match other airports such as Changi in terms of entertainment and leisure options, but if you're visiting Australia this may very well be the best airport to enter the country/transit between flights.



Melbourne Airport customer review :  10 February 2014 by M Jacques    (UK)

Rating : 5/10

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Recommended

Quite unbelievable that there is no train to and from this busy airport. Queues at Passport and Immigration at both arrival and departure can be very lengthy. Airport management need to take a serious look at the security and bag search procedures on departures where waiting times can be frustrating. More people need to be employed in this area.



Melbourne Airport customer review :  4 February 2014 by Andrew Williamson    (UK)

Rating : 0/10

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Recommended

Had the misfortune of travelling through this airport on my Emirates journey from Dubai to Auckland. This should have been an in-transit transfer to re-board the same aircraft. The transit was chaotic with all passengers corralled in a corridor waiting yet another baggage search - despite having undergone 2 previous checks of the same bags before leaving Dubai. Their computers / scanning equipment was not working but no-one seemed able or willing to tell those cramped up in the corridors! Scan eventually took place and able to get to the departure gate area which was also crowded. Re-boarding was strictly by Zones - but families with young children and those requiring extra time / help did not appear to be given the usual priority? This is my second bad experience of this airport and based on that I will be considering alternatives next time.



Melbourne Airport customer review :  28 January 2014 by A Bostanci    (Australia)

Rating : 1/10

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Recommended

Parking fees are extortionate and the airport is very family unfriendly. There is no way to get to the airport from the suburbs by public transport with small children (unless you go into the CBD first) - only semi affordable way to take a taxi without child seats. Also the 'grace period' to get from car park pay station to exit gates with small children is too short. Food in the airport is ok but could be better.



Melbourne Airport customer review :  22 January 2014 by Patrick McAllister    (New Zealand)

Rating : 0/10

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Recommended

Trolley hire fee of A$4 is disgusting. Even in poor countries (e.g. Vietnam, Thailand) airport trolleys are free for all to use - why does Melbourne airport have to charge for their use? Leaves a bad taste in ones mouth, especially when this is followed by long queues at check in, at security clearance, and at passport control, and the absence of any decent coffee/eating places in the terminal.



Melbourne Airport customer review :  22 January 2014 by Gareth Johnston    (Ireland)

Rating : 0/10

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Recommended

Not a good airport. Avoid if possible! After a long haul flight it took me around one and a half hours to collect my baggage and clear customs. Queues to get past customs where winding right around the baggage area with many of tired and frustrated people! I have never seen worse in any airport. This airport has a lot to learn from good airports around the world! I dread the day I have to return through it! Be warned people, not a good experience from a very disorganised customs area!



Melbourne Airport customer review :  6 January 2014 by G May    (Australia)

Rating : 2/10

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Recommended

Flew in on a delayed flight from Hong Kong after visiting four other international airports during the month. Queues incredibly long (but glad I was local, the international passengers had an even longer wait) and signs hard to spot from some locations. Staff quite officious, not a smile in sight. Not sure why the entry form (who decided pink on cream was a good idea?) has to be seen twice requiring another queue or why people in the queue were being yelled at to put their passports away (surely those people doing the yelling could have cleared people quicker). All in all a very embarrassing experience for a Melbourne resident.



Melbourne Airport customer review :  2 January 2014 by Y Mercer    (Australia)

Rating : 0/10

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Recommended

I just travelled to Sydney. Last flight before that was last year. The toilets are an absolute disgrace! Nothing changed. Stains on the floor, old fixings. The airport lounges and infrastructure is so old and lacks that savvy modern look and feel. It doesn't rate even near to other international airports. Terminal building both external and internal is bland and simple.



Melbourne Airport customer review :  11 December 2013 by M Wong    (Australia)

Rating : 0/10

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Recommended

I travelled through this Airport, using all 4 terminals. T4 is an utter disgrace. Used by Tiger airlines, the terminal is small, and delays are constant that people wait by standing in between the rows of seats. The domestic terminals are always packed with people and the international arrivals is a source of national shame. The luggage takes forever, and the lines through to customs often start near customs. The baggage staff are the worst in the country, they are slower than laid back airports like Brisbane or Darwin. Once I had to pick up a senior from the airport. The plane was parked at the furthest gate. My passenger was the last to leave as she had mobility difficulties. We both walked slowly to the baggage carousel and once we got there, it was another 35 minutes for the first piece of luggage to come out. Her bag came ten minutes later. If Melbourne Airport is the first destination for incoming international travelers, then I fear it paints a black picture for the rest of the country. Sydney airport looks more outdated than Melbourne, but runs much better.



Melbourne Airport customer review :  11 December 2013 by Sasha Oliver    (Australia)

Rating : 0/10

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Recommended

I found the customer service to be appalling with long queues and little customer assistance. Staff were rude and not helpful and not interested in assisting customers. This facility is about hiring poor staff and making money. It's an embarrassment to Melbourne. It took hours to get out of customs and after being overseas, the performance at Melbourne was a disgrace! Get your act together and represent your city properly! Parking and signage was also a disgrace!



Melbourne Airport customer review :  10 December 2013 by R Bapna    (Australia)

Rating : 1/10

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Recommended

Highest Taxes, very expensive parking and other services like Internet and Trolley, very rude staff, filthy toilets, obsolete infrastructure. Unfortunately they have a monopoly.



Melbourne Airport customer review :  6 December 2013 by B McKenzie    (New Zealand)

Rating : 0/10

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Recommended

International check in for Qantas is absolute chaos. All departing flights use a single queue that snakes into the terminal area well outside the marked lanes. Nobody can tell where the end of the line is and the stress levels are extreme as people struggle to find the queue end or push in. If 3 or 4 large plans are departing there can be over 500 people in the queue. We were on a short haul flight to NZ on a small 737 and despite arriving 2 hours before departure we never made to the front of the check-in line. Luckily we heard a staff member calling for any Wellington passengers and along with about 25 others jumped to the head of the line. Someone from Qantas needs to understand that queues should be by flight, by departure time. Using a single queue is absolutely crazy and I will never fly Qantas International out of Melbourne again. I note that all other departing airlines use queues by flight number with clear queuing and no stress.



Melbourne Airport customer review :  27 November 2013 by Gin Try Byte    (Denmark)

Rating : 0/10

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Recommended

It's the worst airport I've been to. To start, check in is much slower than anywhere in Europe, as the staff chit chat to all passengers, secondly, not enough security check points were available (2 on Sunday evening, one of which was turned into fast track for cabin crew and airport personnel). To add, international rules for sharp items are understood differently in Australia - you can't even take nail clippers and finally, tax refund forms had to be completed by hand. Terrible service and even worse experience.



Melbourne Airport customer review :  26 September 2013 by M Heller    (New Zealand)

Rating : 0/10

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Recommended

I can cope with delays (40 minutes). However, this is my third negative experience of my procedure through immigration in the last two months. The staff I encountered on all 3 occasions were incredibly rude. They treated passengers like we were a herd of sheep, barking orders and generally acting like bullies. My husband on the other hand was also annoyed to note that only 4 officers were on duty although others were visible chatting and socialising with other staff members, a very bad look indeed. We have not experienced such rudeness anywhere in the world.



Melbourne Airport customer review :  22 August 2013 by S Kos    (Indonesia)

Rating : 1/10

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Recommended

Travelled many times in and out of Melbourne, probably only 3 out of 10 staff were nice. Always a very long queue and the check-in staff are grumpier than the passengers. Very rude especially with non English speaking passengers, staff will talk loudly and keep repeating themselves. I hope Melbourne can provide a good customer service at check in. If Melbourne cant provide a good customer service at the check-in, I guess we should all hope for a self check-in machine.



Melbourne Airport customer review :  8 August 2013 by David Harrison    (Australia)

Rating : 0/10

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Recommended

I travel internationally every month, so have reasonable perspective on service norms. Arrived flying J class on Air China on Fri 2nd Aug. An absolute disgrace that it took 2 hours to be processed. Got through the Smart Gate in a couple of minutes. But the queue for aliens was huge, and the delay on processing those pax was a major source of my ultimate slow progress. Got to carousel 4 to find it full of Malaysian Airlines bags. But the pax were still back in the immigration queue, not present to pull their bags. So the conveyor belt bringing new bags just stopped. I asked baggage services for a handler to come and either put the unclaimed bags on the floor or rearrange them on the belt to fit more on. Refused to do either, citing work practice rules. There are employees pulling the bags down in the basement, why not up on the carousel too? Finally the MY bags were cleared and about 10 J class bags from my flight. But then no more. Eventually Y class bags and finally most of the J bags. A 90 minute wait. I contacted baggage services 3 times during this period. Walkie-talkie calls to the baggage room below described chaos down there. Then got into customs queue. It was approx 400 meters long, snaking along 3 walls of the baggage hall. Two, yes two, customs officers were at the exit, causing the backlog. Why not 10 officers? All in all, an absolute disgrace. On leaving the airport it crossed my mind that in fact Melbourne Airport is a private monopoly, and earns its highest income from the car park. It is reasonable to think that the company will be delighted by the slow service, it raises their revenue. Food for thought.



Melbourne Airport customer review :  8 August 2013 by T Collier    (UK)

Rating : 8/10

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Recommended

Arrived in from NZ early Sunday evening. Reasonably short walk to passport control where there were no queues. Luggage arrived very promptly. Minor queue at customs. Could be done with more bench seating outside where hire car buses pick up. It was hard to see our bus arrive due to others waiting a considerable about of time before moving off usually without picking anyone up too! Flew out domestically to Sydney. Security queue fairly short. Didn't spend too much time in the terminal as such because we had access to the Qantas business lounge. Not a lot of seats at gate area though. Finally transited through Melbourne airport on route from Auckland to Dubai. International transit a short walk from gate with easy enough signs to follow. Security a breeze before going back into terminal to wait to get back onto flight. Skybus into Melbourne good but too many seats and not enough luggage space especially if you have big heavy bags like ours were.



Melbourne Airport customer review :  16 July 2013 by H Cragg    (Australia)

Rating : 5/10

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Recommended

I've travelled domestically in and out of Melbourne a lot in the past 2 years and its pretty average at the moment. The toilets are always in need of a good clean and the terminal itself is pretty confusing and mixed up if you're not familiar with the place. Skybus service to and from the city is always good though. Needs an upgrade!



Melbourne Airport customer review :  2 July 2013 by B Wig    (Australia)

Rating : 8/10

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Recommended

I have experienced both domestic departures and arrivals. Melbourne airport is usually quite clean, though I've noticed that the floors would definitely benefit from more mopping/sweeping, and the seats/tables could have been cleaned some more, giving the airport a 'dirt in the corners' kind of vibe. Bathrooms are usually well maintained. Duty-free is pretty good, with great views through huge windows, and a few food options, one or two of which are almost always open. Nothing seems terribly overpriced, however waiting 5 minutes for someone to get a drink from a fridge proves service can be a little slow. Security is excellent, with a warm but professional attitude and usually quick service. Only downside is the random bag checks, which have taken over 7 minutes in the past and hold everyone up.



Melbourne Airport customer review :  7 June 2013 by Chris Trafford    (Australia)

Rating : 0/10

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Recommended

Having taken more than 50 flights in and out of Melbourne over the past 2 years I feel qualified to offer an opinion. Most of my flights have been to Asia where most of the airports are way better. Almost unbelievably I would rather fly in and out of Mumbai than Melbourne! The international arrivals area is an absolute disgrace where the queues are long, the baggage carousels are way too small, the whole area crowded and poorly organised and the staff officious and unhelpful. Most airports have free wifi to provide a helpful service to their customers, Melbourne no. Melbourne, as the world's most liveable city is being very poorly served by a shocking sub standard airport. Sadly, I have no confidence that this will improve in the foreseeable future. If there was an alternative I would use it no question. They only have my custom as a frequent flyer because there is no other option.



Melbourne Airport customer review :  18 April 2013 by D OHalloran    (Australia)

Rating : 3/10

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Recommended

I have used Melbourne airport frequently over the last 30 years and it continues to deteriorate. I live in Tasmania and apart from frequent trips to Melbourne, I have to use this airport as a transit point for just about everywhere else in the world and this is my main gripe - I can't trust the facilities such as baggage, customs and immigration to enable a smooth connection - I have to plan for the worst case scenario for every trip - for example, if I am arriving into Melbourne on an early morning international flight, I have to allow 4 hours transit time - anything less and I run the risk of missing might my connecting flight home. 2-3 hours to get off the plane and out of customs is not unusual and then there is the minimum 30 minutes check in requirement for domestic airlines, which in reality is longer because the queues for domestic check in can take an hour during holiday periods. This still relies on the inbound airline being on time in the first place. The parking charges are outrageous; the drop-off areas have not increased in size in decades resulting in a zoo, especially at peak hour where cabs can be 3-deep. The place is scruffy. The shame is that this is probably the least worst airport in Australia.



Melbourne Airport customer review :  4 April 2013 by Greg Worrell    (Australia)

Rating : 8/10

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Recommended

Am confused as to why the negative comments. Have been through Melbourne International 4 times in the last few months, each time has been smooth and efficient, with next to no time waiting in queues.



Melbourne Airport customer review :  25 March 2013 by A Tan    (Australia)

Rating : 0/10

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Recommended

Terminal 1 domestic: Food outlets at Qantas domestic terminal are shocking. Poor service, long queues with staff badly in need of better training. You just don't spend your time polishing the counter or filling full shelves when there is long queue waiting for service! Long queues at toilets which are just average in terms of cleanliness.



Melbourne Airport customer review :  28 February 2013 by Saffron Jackson    (New Zealand)

Rating : 0/10

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Recommended

Appalling. After getting through immigration and getting my bag fairly quickly I had to wait over an hour just to get out of baggage claim thanks to the ridiculous system of queuing customs have. And this is when you have absolutely nothing to declare! There were two queues which spanned through the whole of the baggage hall. It is like this every time. The staff do not seem to care. Arriving at Melbourne is worse than any third world country I have ever been to and gives Melbourne a bad name. Customs need to do something about this.



Melbourne Airport customer review :  13 February 2013 by Mike Jacques    (UK)

Rating : 5/10

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Recommended

Improvements taking place once airside continue to make the environment much more pleasant than it used to be. However, the queues at Passport Control are still long whether coming into or leaving Australia. It still amazes me that there is no rail connection to this airport which is a real shame as the taxi and car-parking charges are very expensive. There is a "SkyBus" but this can take a long time in heavy traffic.



Melbourne Airport customer review :  22 January 2013 by Stephen Palmer    (Australia)

Rating : 1/10

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Recommended

I thought I had done well getting a $85 flight for my daughter from Sydney to Melbourne but when my wife and I arrived at the airport 40 minutes before our daughter landed we decided to have a beer. Two draught beers cost $17.50 and a sandwich $6.90. Then as the flight was delayed for 10 minutes, by the time we exited arrivals and got back to the car park our 1 hour and 2 minute time there cost $24. So our hour and two minute pick up cost us $55. Unbelievable.



Melbourne Airport customer review :  17 January 2013 by Mike Ilex    (Australia)

Rating : 1/10

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Recommended

Melbourne is my home town so I have used this airport many times. In my opinion it is the worlds worst international airports. The biggest problem is the staff, who are rude and impatient, the parking attendants, shop assistants, customs, check in and immigration all have the same terrible attitude and it leaves a very poor impression of our city. You can expect slow rude service from immigration and security that will use at least 1 hour of your time and act as though its you the passengers who are the reason that nothing runs right. Returning to Australia is a nightmare, waiting in customs queues for 2 hours is common. Whoever runs customs must be thoroughly incompetent, 300 people in line but only 4 customs agents doing any work. Such a waste of time.



Melbourne Airport customer review :  15 January 2013 by Arne Thielenhaus    (Germany)

Rating : 3/10

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Recommended

Terrible queuing experience, coming in through immigration and going out through security. Had an express pass for immigration but afterwards felt that I would have been better off in the regular queue, as I nonetheless waited 20 minutes. The fact that crew members are ushered to the front at security and immigration, thereby significantly lengthening the waiting time for normal passengers, who get to watch as 30+ individuals enter the front of the queue, is maddening. Why not have separate queues for crew, with additional staff? I also did not understand the layout of the departure area. After clearing security and customs I passed a load of duty free stores, although with no seating areas and no cafés until afterwards. Not that I had time to browse - I was stuck in the queue for too long.



Melbourne Airport customer review :  14 January 2013 by R Winston    (Australia)

Rating : 4/10

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Recommended

Melbourne immigration staff are too casual. I am waiting in line whilst two immigration officers are chatting with each other whilst at the same time both processing a passenger with almost 200+ waiting in queues. This needs to change - unprofessional staff. Finally long queues due to 3 flights arriving - why is this an issue! There has to be ways around this, to better service passengers and significantly reduce wait times. I am a frequent business traveller through Asia and the U.S and I tell you this does not happen! I can understand the occasional mishap or slip but this has to be the 6th time I have seen something like this in two years in Melbourne.



Melbourne Airport customer review :  14 January 2013 by Kevin Tunnicliffe    (UK)

Rating : 10/10

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Recommended

Very impressed with immigration and baggage handling at Melbourne. We were off the plane and in our hire car in about 40 minutes. Hope the return is as smooth.



Melbourne Airport customer review :  10 January 2013 by G Chin    (UK)

Rating : 4/10

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Recommended

Departures area is generally ok, although no free internet or Wi-fi. The arrivals area is poor in several respects - charging for baggage carts is plain mean. The baggage claim area is woefully inadequate even for an Airbus A330 - there is simply not enough space on the carousel, meaning that the bags queue up in the chute and are released one at a time as others are claimed. This leads to long delays in baggage recovery. Presumably bags from a fully loaded A380 or 747 take twice as long to recover. The customs area is also cramped and subject to long queues. The outside bus area is chaotic and poorly signed.



Melbourne Airport customer review :  10 January 2013 by Roger Wilson    (Australia)

Rating : 1/10

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Recommended

International Departing experience was palatable although fees for a luggage trolley and parking detracts from the positives significantly. From a process point of view, departure wasn't too bad. International Arrivals experience was a complete disaster. Despite our flight arriving on time it took us over 2 hours from that point to exit the terminal. Queues for passport control were well back into the Duty free area. It took 45 mins to get through the Aust and NZ passports queue with a small tired child in tow. Despite our luggage being on the carousel when we arrived at baggage claim, the scene was one of utter chaos. A never ending queue of tired travelers with no discernible beginning point. There were no staff directed travelers to the right areas/queue. When we finally found a staff member he said he didn't know where the queue started and suggested we follow a lady who was also looking. International travelers were left to an unmanaged rabble. Lots of arguments between travelers for pushing in etc. We eventually 'found' a queue end and proceeded to pin step around the baggage carousels for 1 and a quarter hours with a, by now, very unhappy tired little one. We have been using the international airport at Melbourne for over ten years consistently. In the past 18-24 months the arrivals area has steadily declined to the point we would consider a domestic flight to avoid it.



Melbourne Airport customer review :  8 January 2013 by Chris Pike    (Australia)

Rating : 0/10

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Recommended

My comments are limited to collection of passengers on arrival into Melbourne. There seems to be a lot of work being done at the moment, presumably to improve traffic flows through the airport. The evidence so far is that it is an abject failure. I arrived on a flight from Adelaide last night and planned to be picked up from the assigned area. However, traffic was absolutely chaotic there so we asked our daughter to pick us up in the departure area and proceeded to go upstairs. We were then told that we would be fined $200 if we attempted be board a vehicle in this area. We then changed our plans again and told our daughter that we would walk outside the airport and wait at McDonalds! It's a joke and a disgrace and I can only assume the authorities are trying to discourage private cars unless they use the car park and pay their exorbitant fees (often higher than the airfare itself)!



Melbourne Airport customer review :  3 January 2013 by M Eggleton    (Australia)

Rating : 7/10

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Recommended

Nice modern airport, it has all you need. Queuing times seem to have gone down at passport control in the last few months which is good. Arrivals is nothing special, but the new departure areas are great and you can get sneaky free power along some benches, where you can also lay down comfortably. Bags were available almost as soon as we go to the belt too.



Melbourne Airport customer review :  2 January 2013 by R Woodward    (Australia)

Rating : 4/10

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Recommended

I have travelled through the airport a few times for international trips over the past years. Depart from here has always been quite a smooth affair, especially on Jetstar, who seem to have extra short waiting times for check-in. Departures section is well-lit, comfortable and easy to navigate. Deletion of the upstairs observation decks and windows to the food court on Level 1 are a sad move, but place no impact on overall operations. Departures staff seem to be kind. International arrivals, however, are a completely different story. While they have added extra parking spaces for A380 aircraft's, the immigration and customs facilities have become smaller and slower. MEL has the worst arrivals experience I have experienced, more so than airports like Manila and Dhaka. On my most recent return to Australia, it took 2 hours to clear immigration, with the queues stretching through to the duty free section. Arrivals staff are rude and impatient, hardly a welcoming face for first time foreign visitors. This is before we even get to the building itself, which has almost no windows on the lower levels, along with low ceiling heights, cold lighting and an industrial-feel ambience. There is a real need for extra customs and immigration space (not just extra aircraft gates). The existing building has served us well over the past 40 years, but is now outdated and unable to cope with the capacity demands of modern high-capacity aircraft. Other side notes are the over-priced parking and lack of meaningful (and affordable) public transport to and from the city 25kms away. Its a nicer experience flying out of here than Sydney airport, but now far behind the larger and newer facilities found in Asia.



Melbourne Airport customer review :  22 December 2012 by Vivian Low    (Singapore)

Rating : 2/10

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Recommended

We had a lousy experience at Melbourne airport. We were told to discard the hot water within our thermal flask meant for our baby food at the security check point to immigration. It is known and stated that such are exception for baby essentials yet we were told otherwise at the check point. Also told to obtain an onboard luggage weight tag from our airline. Nevertheless we followed and were told by our airline that such tag is not required. Airline staff accompanied us to the security check point but the person who told us to do this had disappeared. We wanted to purchase something from the duty free and the sales assistant was nowhere in sight. When we walked over to another counter, we spotted the sales assistant on the phone. We stood there waiting for her to assist but she treated us as though we were invisible. Our encounter at the tax refund counter was even worse.



Melbourne Airport customer review :  20 December 2012 by P Toomer    (Australia)

Rating : 0/10

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Recommended

Inadequate even after the latest refurbishment. Of most concern is international departure passenger processing. Several times in the last two years departed abroad from Tullamarine and each time the following experience. Extremely long queues, which get even longer when you enter the international terminal from the public concourse after check-in and outgoing passengers join one line. These queues switch back on themselves multiple times. This is the upgraded airport! Airport management please note: we are paying passengers, have a look at how it's done at Changi. On a domestic flight, being dropped off by taxi, not on the upper roadway, but on the entrance ramp, with a few inches of crumbling footpath between me, the rail and a long drop to the ground below. A walk to the terminal along this heavily trafficked footpath. I'm travelling abroad again in 2013 and really looking at how I can avoid Melbourne airport.



Melbourne Airport customer review :  19 December 2012 by Frank Jansen    (Netherlands)

Rating : 1/10

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Facilities

Recommended

The queues at immigration are ridiculous. It took me more than an hour to clear immigration. Australia clearly does not want to have any tourists spending money. Stop this nonsense and automate or even better, like in Europe, abandon borders.



Melbourne Airport customer review :  14 December 2012 by M Eggleton    (UK)

Rating : 8/10

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Recommended

Melbourne International Airport (MEL). I've been here a few times, and it's great. Big, clean, and modern. In some areas of departures you can lay down on sofa's and go to sleep, its quite quiet. There's also a few power points around if you look, so you can plug in a laptop or phone. Plenty of restaurants and places to get a drink. The free airport Wi-Fi is ok, but as with most it's always slow. Getting through customs was quick too.



Melbourne Airport customer review :  10 December 2012 by S Lim    (Malaysia)

Rating : 1/10

Queuing

Cleanliness

Facilities

Recommended

Terribly long queues with poor traffic management. I travel regularly and often use the express pass lane which is often slower then the regular lane. The airport staff often say that it is quicker but on many occasions I have found that passengers in the regular lane get out much faster then the express lane. If there is no express lane, so be it but it is ridiculous that the express lane is slower. Also the cost of parking is astronomical!



Melbourne Airport customer review :  23 November 2012 by S Moon    (Australia)

Rating : 10/10

Queuing

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Facilities

Recommended

As an Australian citizen I have never had a problem with the immigration side of things. The new (updated) International Terminal 1 is fantastic. Everything clean and new. Toilets clean and readily available. I departed and arrived with SQ on their A380 services and there was plenty of seating for the departure and our bags were the first out. We travel to Asia 3-4 times a year and have never had problems with the quarantine side! Do the right thing, obey the laws and you will be out in 15 mins. The fact that you can walk from International to both of the domestic terminals is excellent! Who wants a airport like SYD/BNE where you have to catch a bus or a train (which you have to pay for anyway).



Melbourne Airport customer review :  23 November 2012 by R Machal    (Australia)

Rating : 1/10

Queuing

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Recommended

Parking at Melbourne Tullamarine has been turned into a mafia-style extortion racket and when picking up guests at arrivals we are now forced to run a gauntlet. I think we paid $4 for using a wobbly trolley. Food outlets charging $5 for a $0.50 bottle of water and $8 for a soggy sandwich is beyond the pale. For all the money they take the seats and tables in the central food hall were a total mess, nobody seems to clean-up for hours. The washrooms are unhygienic and filthy.



Melbourne Airport customer review :  10 November 2012 by Jill Mills    (Australia)

Rating : 9/10

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Recommended

We've travelled through Melbourne many times domestically and internationally and choose it where possible when flying internationally and we usually have a connecting flight from Hobart. We find it so much easier to connect than Sydney where you have to change terminals. In Melbourne it's a short walk, we'll signposted to the other terminal which is actually in the same building. Perhaps I'm weird for liking airports but I've never found any problems navigating. Yes the quarantine thing is a pain but its not any worse than any other airport I've come through into Australia. No it's not Changi but its fine.



Melbourne Airport customer review :  1 November 2012 by S Majid    (Malaysia)

Rating : 2/10

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Recommended

Ok, maybe it is unfair to compare Changi to Melbourne, but I never thought we had to go through hell to get our passports stamped. There was this unending swerving line of people waiting to clear the immigration which is a lot worse than Heathrow Airport. Imagine having to stand and inching forward continuously for 90 minutes to clear the immigration. And not to mention we have 2 small kids too. This was indeed a bad start to our holiday trip to Melbourne. On way back, I was surprised that we had to pay AUD 2 for using the luggage trolley. Luggage trolley is a basic necessity at all airports. This sort of petty things that riled people up for nothing, and the bad impression lasts forever.



Melbourne Airport customer review :  23 October 2012 by J Heath    (Australia)

Rating : 2/10

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Facilities

Recommended

Arrived on Saturday 20th October 2012 at 9am from KL. Quickly passed through Customs electronically. Bags were delivered promptly. All looking good. But what were these chaotic lines of weary travellers? Where were the ends of these swirling lines? Eventually trudged to the very far end of the baggage area and moved step by step to what or where? Overseas travellers were puzzled but so were the locals. All we could do was apologise for this dreadful introduction to our country. After one and a half hours we eventually reached the end and were ushered out to the silver doors, not through quarantine as we had expected. We had numerous wood products in our luggage which we had declared but the officials we spoke to did not even want to have a look at them, they just waved us on and out!



Melbourne Airport customer review :  11 October 2012 by Jim Blundell    (Australia)

Rating : 2/10

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Recommended

An appalingly expensive (parking, shopping, food and drink) and difficult and tedious to navigate airport. Using the airport to depart and return to Melbourne is a brave act. From entering the Qantas terminal and depositing baggage to passing security, staggering to the furthest located boarding gates it's all a drag. Security screening almost almost requires my bit by bit undressing in public, with discarded items passing unchallenged through the machine until I myself finally clear the personal scanner without a beep. I ask why the fuss and where's the problem , if my discarded items caused no problem and if finally I ( scantily clad) can get through, and am not answered. I ask to see management and am told a staff supervisor is all that's available. I ask Qantas staff to see someone and am given a generic email address - but am refused a management or staff name, position or phone number.



Melbourne Airport customer review :  2 October 2012 by C Hall    (Australia)

Rating : 1/10

Queuing

Cleanliness

Facilities

Recommended

From the extremely rude traffic staff to the tired decor, dirty toilets, crazy queues and offensive duty free stores selling stuff in which I have absolutely no interest. By international standards it is not a large airport but the trek to departure gates and on return back from the arrival gates is interminable. Moving footpaths are not expensive. I never bring food or wooden products or anything else which I have to declare. Saves a lot of time at Quarantine. I allow an hour from landing to getting out the gate and it is rarely less than that. Check in 3hrs for International and rarely any spare time. I think the place is old and tired.



Melbourne Airport customer review :  2 October 2012 by C Donald    (Australia)

Rating : 5/10

Queuing

Cleanliness

Facilities

Recommended

Melbourne Airport is in serious need of an update, especially the check-in areas. The International Terminal has had some recent renovations and is okay. Staff at the airport seem to be rude and complicate the check in process. The airport is not dirty, but it could be cleaner. Queuing was quick outbound through passport control and on return through immigration, customs and quarantine.



Melbourne Airport customer review :  20 September 2012 by R Bordogna    (Italy)

Rating : 6/10

Queuing

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Facilities

Recommended

I've used several times the Qantas domestic terminal (for departure, arrival and transit) and I find it fine: the Qantas self check-in is fast and efficient and luggage delivery is also usually quick. The international terminal instead is not so good, especially on arrival: the arrivals area feels drab and immigration / customs is slow. On departure this year there was only one security gate open (with several flights departing) and thus 30 min plus of queue to clear security. Int'l departures area however is fine. I recommend this airport for domestic and transit on Qantas domestic, not really for international flights.



Melbourne Airport customer review :  31 August 2012 by Adrian Jenkins    (New Zealand)

Rating : 4/10

Queuing

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Facilities

Recommended

On a trip from Auckland to Perth on Qantas in July with my 75 year old parents, we chose to transit through Melbourne rather than Sydney, as we thought it would be easier not to have to use a shuttle bus to change terminals. Unfortunately, our experience of Melbourne Airport was pretty poor. On the positive side of things, our baggage arrived on the conveyor belt promptly. However, we were way over at Conveyor Belt 5, even though there were closer Conveyor Belts available. Exiting into the arrivals hall, we followed the signs for Qantas domestic transfers. We quickly discovered that the travelator up to the Domestic departures level was not functioning, and there was no marked alternative. In the end, my father had to push our loaded trolley up this conveyor belt. Once we got up to Qantas departures, there was no indication for where International Transfer passengers should go. Having finally sorted that out, we went through security and struck the most rude, abrupt security staff ever. They showed absolutely no patience for those people who take a little longer to get through security. We then had a long walk to our gate. Our experience led my father to say that he will never transit through Tullamarine again.



Melbourne Airport customer review :  23 July 2012 by H Hansson    (Australia)

Rating : 4/10

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Facilities

Recommended

The outbound International Terminal is poor but has improved slightly due to additions of new eating places. More choice is always good. Coming into Australia is another thing all together. Waiting time is long at each stage and most staff surly and unwelcoming. Melbourne Airport is probably one of the worst major city airports I have experienced.



Melbourne Airport customer review :  17 July 2012 by S Fitzpatrick    (Australia)

Rating : 2/10

Queuing

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Facilities

Recommended

Departing internationally wasn't too bad. Check in was as expected along with immigration. I object to having walk through Duty Free shop to get from immigration to gate. Arrival was a shambles. So many available immigration booths but so few being used (9pm Sunday). One funny moment were the Immigration with a Smile stickers on each booth and a surly officer on the other side. Get through that and find carousel 5 and head for customs. We declared food and some mats. On seeing my wife and daughters had Philippine passports an officer sent us to line 5. Here an officer basically accused us of carrying all sorts of illegal foods and when I said no he sneered "we will find it". After that they let the sniffer dog loose. He quickly found the pizza in my daughters bag. "you better have declared that" snapped the officer and was deflated when I showed him her card. We were then all sent on our way, not bothering to check anything else.



Melbourne Airport customer review :  17 July 2012 by M Lau    (Australia)

Rating : 3/10

Queuing

Cleanliness

Facilities

Recommended

Melbourne Tullamarine is a total joke, to say the least. From its world renown exorbitant parking fees to its slow immigration procedure, it left this airport nothing to be desired by fellow passengers. The airport has one of the craziest immigration system I have ever encountered. Once I got through the passport control, I was faced by thousands of passengers queuing up for custom clearance as I happened to bring one or two packets of green teas from my trip back from Asia. By the time I had my luggage tampered by the custom officials, I just could not wait any longer but to rush out of the airport to sigh a great relief.



Melbourne Airport customer review :  17 July 2012 by R Hansen    (Australia)

Rating : 7/10

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Recommended

The last 3 times i have picked up or dropped off people I have been hassled immediately on pulling up at the front of the terminal. "Yes the signs say you have one minute, for drop off and pickup. It takes that long to make sure you are parked properly, to alight the vehicle, go to the rear and get heavy bags out, let alone say goodbye at the kurbside. One pickup, I had the lady on the phone as to my pickup position. She was approaching my vehicle at night, 5 degrees wind chill and I was threatened with a $250 fine if I did not move. Go around the block was the answer. It took 20 minutes in the Friday night traffic. I got back, she was frozen, no sooner had she got into the car and another idiot was telling me to move. There was a double row of cars 200 metres long next to me with a gap of half a metre. Many people have had the same problem. It maybe time to extend the time by a few more minutes to actually give time to get their bags or seatbelt adjusted without being hassled.



Melbourne Airport customer review :  14 July 2012 by Ashley Irvine    (Australia)

Rating : 7/10

Queuing

Cleanliness

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Recommended

Travelled both domestic and international a dozen times over the past two years. Domestic first - generally quick check in (except morning/afternoon peak) reasonable food options and not too far to walk to the aircraft gates. Same rating as most of others, both here and overseas. International - outbound first. Given they have spent a fortune every dollar has been worth it, the one exception being long queues to get through both security and customs that we did not have at either LAX nor JFK nor SIN. International inbound - in a word hopeless. I'm comparing to similar size airports around the world, Be prepared to 'greeted' by bland walkways with no windows and signage that seems to be 30 years old. Not even a welcome to Melbourne sign, and a bit of greenery would not go astray. If another flight arrives at the same time you'll wait an hour to get through customs/passport control. Luckily the bags came through in less than 15 mins. Hopefully they do something as its an embarrassment to International visitors. Gave one rating less, due to parking costs. Love to know how they justify it!



Melbourne Airport customer review :  15 May 2012 by Marshall Davies    (Australia)

Rating : 7/10

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Facilities

Recommended

Domestic departure/arrival on weekday/weekend, respectively. With web check-in and carry-on baggage we didn't experience any delays on departure or arrival. The Virgin terminal, however, is rather dull and dingy at the departure gates and seems overdue for refurbishing. Basic cafe facilities are fine if you want a coffee and snack before leaving and the toilets were clean and appeared well-maintained. On this occasion, unlike our previous visit, the relative lack of traffic meant that our shuttle bus was able to drop us at the departure level.



Melbourne Airport customer review :  4 May 2012 by Mark Dougall    (Australia)

Rating : 2/10

Queuing

Cleanliness

Facilities

Recommended

Generally a bad experience starting with traffic management at departure, long queues that are badly managed - both the layout and traffic controls who are overly rude. On arrival baggage takes far too long to come out +20min wait is not uncommon and then once again there is the traffic management. Improvements to the pick-up and drop-off areas have been made but the flow of traffic in and out and the rude traffic controls negate the improvements. I go though Melbourne airport every week and it is by far the worst airport experience in Australia.



Melbourne Airport customer review :  30 April 2012 by Ian Waddell    (UK)

Rating : 8/10

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Cleanliness

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Recommended

No problems arriving on a Sunday evening - straight through from plane to outside in about 40 minutes. Departing for Singapore, the check-in area was rather outdated and cramped, but thereafter went via a new terminal wing which was very pleasant and airy.



Melbourne Airport customer review :  30 April 2012 by Chris Daniels    (Indonesia)

Rating : 2/10

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Recommended

Melbourne welcomes visitors with a big money making racket and every square cm of that space is focused on extorting travellers. The absolute attention to detail means that every step in this airport takes a long time - every interaction with staff is painful. Fortunately I don't come to this airport often - and when I do, I don't spend anything short of what they embezzle out of me for trolley fees for their world leading parking prices.




 

 


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